Best Buy — Local services in Nashua

My brother who lives in Illinois, bought a brand new HP laptop at the Nashua, NH store. He is totally computer illiterate, which he tried to convey when he purchased the device, but he needs it for his emails, banking, and to pay his bills. Unfortunately, the person who sold him this laptop didn't realize just how truly computer illiterate he was.

He drives from Illinois every year to visit family and friends and drives home. Upon trying to use his laptop for the first time at his friend's house, he was in a panic. He called to tell me his new laptop was totally unusable. Not realizing his inability to use the new technology he now had, I took him at his word that there was something wrong with the device he was sold.

My frustration with Best Buy comes from the point of view that the 'Geek Squad' he paid extra for was unavailable to help him without an appointment. He was leaving early the following morning from Mass. and driving back to Illinois and didn't have the luxury of waiting around for help. The nearest Best Buy to his home is 125 miles away, so getting help from home wasn't an option.

The person at the counter was not sympathetic at all. She didn't attempt to get him service and just kept repeating their policy. Apparently, if you buy from Best Buy, you have no right to customer service without an appointment, no exceptions!

My brother is a lot nicer than I am, which cost him a lot of extra time and 83 miles traveling from Nashua to Salem and back to initially purchase the laptop and get help transferring from his old laptop to his new one.

The appointment was scheduled incorrectly, and he was told he had to wait around or come back in another 2 hours because they had scheduled him incorrectly and couldn't change it!!

When you spend a lot of money on a high end piece of equipment, and you pay for the extended plans and additional help, IMO, you deserve to get the service you paid for. You shouldn't be at the mercy of their lack of personnel to help you. I would have demanded my money back and took my business elsewhere.

We stepped aside to try and figure out how to make an appointment from his phone, which should have been done for him at the counter!!

He opened his laptop and turned it on so I could see what the problem was. Apparently, they didn't believe him when he told them he was computer illiterate and since it didn't come up as his old laptop did, he didn't have a clue as to how to proceed to the next step to get the device unlocked and online.

Just then, a nice young man with red hair (don't remember his name) came to assist us. He was VERY patient and understood the situation. He explained how things worked and assisted him in getting his bank and PayPal onto his home screen so it was available immediately without having to search for the site.

I wish I knew the young man's name because he deserves recognition for excellent customer service. I've purchased my laptop and my boyfriend's Dell PC at Best Buy, and it's where we go to purchase all of our electronics. Until he stepped in to help, I was determined never to purchase from Best Buy again.

There are many options to obtain electronics, and Best Buy seems to be forgetting that customer service doesn't end when you leave the store with an expensive piece of equipment! Other sellers would be more than happy to get your business and go the extra mile to keep it.

I suggest that corporate revise their policy and consider being more flexible to the needs of their customers with newly purchased items. Just like any service provider, you should practice triage and give priority to those who have recently purchased items and don't have the luxury of waiting.

I don't have the limitations my brother and others like him have, so I will continue to purchase from Best Buy.

However, I would NOT recommend anyone who is computer illiterate to purchase from Best Buy unless they are in a position to wait patiently should they need after sales help, or unless they have a person available to help them outside of Best...

The Best Buy in Nashua is hands down one of the best stores I’ve ever visited, and it’s all thanks to the incredible customer service we experienced from two amazing associates—Anfernee and Daniel.

First, Anfernee provided exceptional service while helping us with a $2,500 purchase. He answered all our questions thoroughly, never rushed us, and didn’t try any high-pressure tactics or upselling. We came in knowing what we wanted, and Anfernee respected that, focusing instead on making the process smooth and enjoyable. He mentioned the Best Buy Plus and Total memberships in a tasteful way, explaining how they could save us money in the long run, which convinced us to sign up. He even went above and beyond by checking the back for items like screen protectors and cases. His honesty, patience, and professionalism made this one of the best shopping experiences we’ve had.

Later, we had the pleasure of working with Daniel from Verizon. My mom needed a screen protector for her iPhone 16 Pro Max, and Daniel was quick to assist. Inventory for this phone has been tricky, but Daniel solved the problem by placing an order for her and arranging a convenient store pick-up. He was polite, knowledgeable, and personable, even taking the time to chat with us about technology. What really stood out was how he didn’t try to upsell or pressure us into upgrading plans—something we’ve dealt with far too often in the past. His focus was solely on helping us, and it made a huge difference.

While the service was fantastic, I did encounter some challenges with the store’s layout and accessibility. As a wheelchair user, navigating the store was quite difficult and, at times, frustrating. The main aisles between departments were often too narrow, with displays taking up a lot of space. Some aisles weren’t wide enough for a wheelchair to pass through comfortably, and in certain areas, like the aisle with iPhone 16 cases, there was barely enough room to maneuver. I found myself brushing against products, and turning around was nearly impossible. Reducing the amount of product on the sales floor could help make the store more accessible, though I understand that less product might affect sales.

Another concern was the restroom area. The hallway leading to the restrooms felt cramped, as it was lined with product storage, making it a tight fit for even a single person, let alone someone in a wheelchair. Additionally, the handicap stall in the men’s room had a door that wouldn’t lock properly unless you lifted it due to loose screws. These issues could likely be resolved with better product management and some minor maintenance.

I want to emphasize that these layout and accessibility challenges didn’t affect the overall star rating of my review because I understand that store layout and product placement are often dictated by corporate decisions, not at the store level.

Both Anfernee and Daniel went above and beyond to make our visit to the Nashua Best Buy a fantastic experience. Their professionalism, honesty, and customer-first attitudes set them apart. They are shining examples of what great customer service should look like, and they deserve recognition for their outstanding work. We’ll definitely be returning to this location, even though we live closer to the Concord store, because the service here...

I went to pick up a camera today and the entire process took me an hour. Ive never had such a bad pickup experience. Nate, the person at the counter, took 10 minutes with the customer in front of me. Once I got to the counter, Nate told me that the item I ordered 8 hours prior was still not ready for pickup. That part I understand; its busy right? (no, it wasn't). They told me that the pick was categorized as a Priority Pick and that it should be ready within 15ish minutes (it was in the store... it shouldn't have taken this long).

~20 minutes later, I see Nate with the camera in hand and I check my email to see the confirmation... its not there. Instead I have an email stating that my order was canceled because the item was unavailable. I show this to Nate and they says it happened because of the nil pick and that unless I have another (agregious amout of money) to spend today, id have to come back another day. They did not try to check if there was a way to override it until I told them that i cannot simply drive 40 miles to get to this location tomorrow. There was no way to override it. Ok, I ask once again if there is anything they can do to give me this camera today. I offered so many alternatives and each time Nate would say that they didn't try it and then told me that it didn't work.

They proceeded to cancel my order and tell me afterwards, ridding any opportunity of fixing the issue. At this point i'm frusterated but again, it's fine. Nate then proceeds to make snarky comments about how this process would have been easier if I just checked out in person and not did it online, how this all happened because they're the only one who knows how to find cameras in this store and how I could've taken the camera home with me if I had the funds for it.

I have genuinely never felt so unwelcome. Everytime, I had to be the one to suggest an alternative for the mistake that their team had caused. Nate kept pushing this idea that the bank would only refund me for my past order after 24 hours. I later found out that this was a blatent lie and that Best Buy does not charge you until you have fufilled your pickup. I went back to Nate and told them of this and they make some excuse that the old policy was 50% and they didnt realize it was changed... Nate never mentioned the old policy before. I wasted 30 minutes trying to negotiate with someone when they had a solution all along.

I then proceed to do a regular checkout for the camera at the pickup line and I ask Nate if I can add my bottle of water to the transaction. They said no and instructed me to go to the checkout that had a 10+ minute line. There was no need for their hostility.

Nate never apologized for their mistake. I've worked in retail before and I tried my best to be understanding. Looking back, Nate simply did not deserve...