Best Buy — Local services in Plymouth

The customer service in stores like this is why brick and mortar retail is dying. I think these folks forget that people don't buy from stores--they buy from other people who treat them well.

The employees at this store in Plymouth don't seem to care about offering solutions--they would rather make excuses and act like the customer is an annoyance. Case in point: I purchased a brand new MacBook Air from these folks online using the “Pickup Today” option.

When I checked out, the online stock showed that the computer was available, so I went down to the store. When I arrived, I was told that the computer that I purchased online just twenty minutes prior had been given to another customer because “in-store customers take priority.” I told them I had seen the computer in stock and was then told that the stock levels can sometimes be wrong.

Personally, I think telling a person who just spent $1500 with your company that other customers take priority is kind of disrespectful, but then again, what do I know? I only spent 18 years of my life in a retail environment serving customers.

Either way, it's pretty messed up to allow an online purchase and then to tell the customer that their product is no longer available AFTER they bought it. Maybe they figure that if you've already given them your money, that you'll just be docile about not getting your product right away. Who knows?

Anyway, naturally, I asked to speak to a manager and was handed off to a middle-aged guy in a backwards baseball cap. After discussing stock levels and how the computer might be wrong, baseball cap told me that I was free to drive an hour away to the next store. That they possibly had stock, but that he couldn't do anything for me. I asked him to call the other store before I drove the hour to make sure they had the computer there, and he said, “oh, the computer will show me right now.”

I found this confusing because he just told me that the computer stock level could be incorrect. To me, it would make sense that doing something to avoid further error might be helpful. I guess baseball cap didn't see it that way because he refused to make the phone call. Perhaps, I should have lowered my expectations when I saw his backwards baseball cap. I guess I just figured that working toward saving the customer some time rather than acting like you can't be inconvenienced is a given in a retail environment. Then again, what do I know?

After discussing the matter further, baseball cap told me his solution was that he could ship something to my house. I asked when that would be, considering I believed that I was there to pick up my computer that day. He told me it'd be a week, but that he'd be willing to wave the shipping costs.

Sounds like a good deal, right? Except shipping on that purchase WOULD HAVE BEEN FREE ANYWAY. So, he wasn't really doing me any favors, he was just trying to frame a benefit that I was already receiving as some sort of bonus. I found that especially patronizing. Moreover, this whole shipping thing meant I was now going to have to wait a week for something that I was IN THE STORE TO PICKUP TODAY.

In the end, I was so frustrated that I asked him to refund the sale and left having just wasted an hour of my day. I ended up buying my computer from B&H because they actually made it EASY to spend my money.

You would think that a large purchase like this would be worth a little extra effort. I don't know, maybe I'm just not important because I didn't buy 10k of audio equipment. Perhaps if that were the case I would have been offered some solutions rather than being told that (a) I don't matter as a customer, and (b) I should prepare myself to be greatly inconvenienced because the employees are lazy.

That's why I won't be buying anything else from these folks--now or ever. These people should be ashamed...

Buyer Beware... purchased a 70" Samsung LED TV online and picked it up in Mansfield. Transported it upright and secure as advised. It looked perfect out of the box, plugged it in for the first time and LED was defective. Attempted to return it to this location (Best Buy Policy states you can return to any Best Buy) within 7 days to receive a replacement to be told by Liam (Supervisor On Duty) that "he couldn't accept the return in the condition that it's in." Liam acknowledged that the TV could have been damaged at any point and not necessarily from me (which it wasn't because otherwise I would not have gone there as I am an adult and would accept responsibility for my wrong), but that he couldn't accept the TV in store in the condition that it's in because in his assessment (I didn't see any credentials indicating he's an LED forensic examiner) the TV was damaged externally. Liam advised me that I would have to repack my 70" TV and could try and come back tomorrow and speak to his manager, but that he/she may give the same result. Of course, I would love to give up another hour and a half of my day and drive back only to get the same unacceptable resolution to my brand new TV. The only solution I was offered was to call corporate and they may be able to offer a solution. I was advised that because it was close to closing (because we spent a half hour deliberating) I would have to call from home and couldn't resolve it there in store.

I called corporate on the way home. They were polite, apologetic and accommodating. I advised them of the exact same information as the in store personnel and they acknowledged that since there was no visible damage to the TV until it was turned on that it was either defective or damage that could have occurred at any point in transit (these things obviously aren't made in the store you buy them in). They agreed to deliver a new TV in three days and pick up the damaged one. It was a pleasant experience with corporate from start to finish.

Is the irony of this lost on anyone? THE EXPERIENCE WITH A CORPORATE PHONE LINE WAS BETTER. As opposed to driving to a store, speaking with someone in person and trying to resolve an issue in the manner that sales have been done for hundreds of years. Best Buy must pay for some serious leases to accommodate their stores and frankly they are doing a terrible job at enticing customers to show up. Liam was as nice as his ridiculous in store guidance would allow him to be while still telling me I was SOL. I don't know if this issue changes from one Best Buy store to the next, but I strongly suggest you avoid this location.

I don't want to throw away two decades of loyalty to Best Buy, but the next time I need to make an electronics purchase I intend to spend slightly more money to have Amazon Prime deliver it to my door for free than deal with an obtuse customer...

TLDR: We walked in ready to buy any laptop they had from a list on Buyer's Guide... Employee tells me "I'm not going to look up models all day" After literally "helping" me for less than three minutes and looking up one model prior to that.

The store was DEAD buddy! You were literally standing doing NOTHING watching us browse laptops for longer than you 'helped us'.

FULL STORY: Went there to buy a new laptop with my mom. I had a list with me of the best laptops under $500 from Buyers Guide. The store was dead with employees standing around doing nothing. After looking around at the laptops for a while and making it obvious we were looking for some assistance.

An employee comes up to us and asks if he can help us. I ask him if they have a certain laptop in stock from the Best Laptops Buyer's Guide list. Instead of trying to look it up he starts asking me what I am looking at... (like what does that matter? Do you have what I want or not?) I ask him again if he can just see if they have stream brightview laptops in stock. Almost annoyed he looks it up and says they don't have it but they can order one. I ask him for another model on the list and he again starts asking me what I am looking at. I tell him it's a pc list of budget laptop's. Then he wants to see my phone and after looking at it instead of trying to help me look up the model I asked for he just tells me that laptops like this are over in their value section. He tries to tell me that the list I am looking at could be three years old and they have newer models there... I tell him the list is from this month.. then he tells me anything they have will be out so I can just look at them and I point out that none of the laptops in the value section even have model names on the information cards. I say, "what model is this" and the guy obviously has no response. So I ask him again can we look up a specific laptop to see if you have it.

He starts telling me "I'm not going to look up models all day" After literally "helping" me for less than three minutes and looking up one model prior to that.

We literally walked out telling him sorry he can't be bothered to spend another 5 minutes helping us

(AT HIS JOB that he GETS PAID TO WORK AT... MONEY THAT COMES FROM CUSTOMERS whom he CAN'T SPEND ALL DAY HELPING because STANDING AROUND DOING NOTHING IS A BIGGER PRIORITY AND LESS OF A HASSLE)

Excuse me? Clarification Question... By, "You can't spend all day" did you mean the 8 hour workday or the time after your shift? Go back to standing at the front doing nothing. You suuuure earned that paycheck today (sarcasm) and Best Buy lost a sure sale because of it.

What an absolute joke. No wonder people would rather order on amazon than get this type of in-person "customer service"

Best...