Best Buy — Local services in Webster

Let me preface by saying that we purchase from this Best Buy ALL THE TIME. However, after this trip I'll definitely be visiting other locations and will NOT be back to this one, even though it's minutes from my house. We stopped by last week to purchase a watch and have it price matched. We got rudely grilled by the employee "helping" us on the who, what, when, where, and why - even down to comparing my Costco card to my license. And after all that, we were told that because the place we were price matching from didn't have the watch in stock that moment, it couldn't be done. We asked our options and were told to come back later when it was in stock.

Fast forward a few days... We decided to go back this evening because the watch was in stock, and fortunately worked with a different employee, Baila. She confirmed she could price match and got everything set up for us. Then we reached the point where it required a manager override. We waited over 20 minutes for the manager, Sammy, to respond. 4 different employees called Sammy over the headset. One employee even went looking for him in the back and in the bathrooms for us! My husband also went in search of him while I waited at the register. Baila finally got someone from Greek Squad to provide the override and we finished the transaction. Then my husband comes back to tell us he found Sammy standing in the middle of the store playing on his phone and listening to the employee we dealt with last time complain about us. Yes, US. We were waiting on him to do his job and come help us make a purchase and all the while he's ignoring headset calls to listen to an employee complain about us and she wasn't even involved in the transaction. My husband questioned Sammy about the fact that he was being called repeatedly to assist with our transaction and both Sammy and the employee got attitudes. Sammy even went as far as to tell my husband he wouldn't price match for us and we could deal. I won't be back at this location as long as those 2 are both employees there. And I will be reaching out to corporate regarding this matter.

By the way, the star is for Baila who was an absolute joy to work with and was incredibly helpful! If I could give more stars for her, I would...

Edit 5-6-24 To the Best Buy response below, linking to a page with your policies after the sale IS NOT the same as warning your customers that there is a restocking fee during checkout. This is exactly the sort of boilerplate response I would expect. It is not surprising at all that Best Buy is dying. Why not just put a disclaimer during checkout? This is pretty simple: if you are willing to refund my restocking fee, I will continue to shop with you. If not, I will go elsewhere.

Edit 5-5-24 I am officially done with Best Buy. I ordered a phone online and had it delivered. Ended up returning the phone and was charged a $45 restocking fee on a $350 phone. Nowhere in the checkout procedure was it mentioned there would be a restocking fee if the phone was returned. I realize the loss of my business will likely not harm BB at all, but I believe in voting with my wallet. It should be illegal for a company to spring fees like this on you without making it clear during the checkout process. Between this and the end of BB carrying physical DVDs and Blu-Rays, it's an easy decision to go elsewhere. I'm out.

Edit 4-20-21 After returning to the same Best Buy, I got them to admit there is a 25 mile radius limitation for price matches. This is not listed anywhere on the BB site that I can find. However, the manager did go ahead and price match for me. Took two trips, but I got it done. I have purchased from this BB several times since, and the experience has mostly been good.

Edit 4-19-21 I would give the Baybrook Best Buy zero stars if it were possible.

Refused to price match two SSDs with Micro Center, even though the BB website states they price match ALL local competitors. No explanation given.

Original review: Best Buy has really stepped up the...

My grandson and I were in search of a replacement phone, we entered the store on 11/28/20 in the afternoon at the Best Buy Baybrook location. Upon arrival, we asked about replacement phones due to the water damage from a drop in a puddle that had ruined my grandsons phone. He is on a Verizon plan. We were informed by my son that Best Buy has phones that are compatible with Verizon & this is why we selected this specific store and location. The individual working the cellular section had a Best Buy employee inform us that any of the unlocked phones would work on a Verizon plan. We went about browsing, made a selection, the first phone was unavailable – we were told we would have to pay for it there and then pick up at the Fairmont location. Instead of going through the trouble of going to another location, we made a different phone selection (see below). However, after the purchase we input the Verizon SIM card but the phone was still not receiving calls are text despite the emails, documents, photos & apps transferring over successfully – this was a HUGE cause for concern as this phone is for a 14 year old child using it to communicate to navigate school, life and aftercare. He almost was reprimanded by his parents until he showed them it was not responsive to any calls or text. Immediately they went into a Verizon store and were told that the phone was not compatible with Verizon as the Best Buy Employee had informed us. When I went to return the device due to this, I was told they could do the return but I would be charged a restocking fee of $45.00.

I do not feel that I should be financially responsible for the lack of knowledge & misinformation by your sales and customer...