Best Buy — Local services in Westfield

It's no wonder that best buy is a failing company. With a return policy of 14 days if you dont purchase their additional options, they leave you with little room to determine if a costly electronic purchase fits your needs. Most other stores are offering 30 to 90 day return policies on electronics, which seems like a fair norm.

I just moved here. I bought a samsung frame 65 in tv online and picked it up in store. Having just moved we only opened it 10 days ago, even though we brought it home 17 days ago. This frame tv is definitely not for us. It has washed out areas of white that show up when the screen is black (a relic of QLED) and the hdmi arc is the most finicky I have ever dealt with. It's also a bit too small for my wall. So I went to return it.

Customer service at this Best Buy location is abhorrent. They would not budge on their 14 day policy despite me describing the situation. I even asked for store credit willing to pay a little extra to buy a different tv from Best Buy itself, but that was not possible. Manager was worse than useless. They clearly dont have any senior staff at this location that are knowledgable or understanding. Best buy has embraced the fast food employment model, no skilled worker retention.

They should also probably train their managerial staff in conflict descalation. Needless to say I was pissed by them getting me on a 3 day technicality like they're a used car dealership. The manager said "sorry (in a matter of fact tone suggesting I should know better and am wasting his time) we can't do anything. Our return policy is CLEARLY(he emphasized this word) written in multiple places." He said this to after I had clearly grown agitated. I know that technically he's right, and I'm outside the window of return by 3 days. But what a shitty way to treat your customer base. I go to the BJs across the street next to look at other tvs and see someone returning a tv that was 60 days from purchase, in and out in 5 minutes. Best buy, you lost this customer for life. For 1400 dollars (most of which samsung would have returned to you) you lost the thousands I would have spent over the coming years. And when others ask if there's a best buy around I'll tell them not to go there. They won't work with you. Their policies are set up to maximize their offloading of electronics to the public so they can try to save the sinking ship that is their business enterprise, even at the expense of good service. Best buy used to be a solid company whose goal was to sell you the electronics you wanted, but things have changed. If I could give them 0 stars I would, mostly for predatory policies, terrible customer service and a lack of empathy. Do not buy from this store. When something doesn't go right, if you're not perfectly within their policies, they won't work with you. That's fine if you're selling produce, but multi thousand dollar electronics require more flexible return policies. If it doesn't work for me, I want to return it, and buy something else. At the very least, store credit should be a fall back so they can retain my business.

In the end my mom was interested in the frame tv, and I gave it to her as a house warming present for her place. Alls well that ends well? Except I'm upset about the experience and feel cheated when I should instead be ecstatic about a fancy new tv.

Thanks for your reply Tommy but it's not the same as BJs requiring a membership. I can't buy anything from BJs without a membership and they've always been that way. They have the same policies for ALL their customers. Your return policy is predatory in how short it is unless you buy a membership. You should go back to before you had memberships or require it of everyone. You want it both ways, and it's the customer that loses. I'd even be happy if you told me that if I become a member right now you'd take my return. I simply dont want this television and I feel cheated by your strict policies, especially because I bought it online,...

Unfortunately the customer service at this store is non existent. Putting it in more simple terms I would just call it unacceptable. We've placed an order for a laptop on 6/24/17 and in the email confirmation it stated that the item was in stock and it was being processed. Items in stock "could take up to 45 minutes to prepare". We stopped by the store on 6/25/17 to pick it up and the employee working there apologized and said that they actually didn't have it in stock. At no point anyone reached out to let us know that was the case, but we tried to be understanding, so we said that it was no big deal and we could come back to get it. We asked when they would have it ready and he said "in a couple of days". We then offered to pick it up on 6/30/17 to give them plenty of time to get it done right. He thanked us for our flexibility and said they will make sure it's ready. On 6/30/17 we stopped by again just to find out that it wasn't available and they needed more time and they would notify us later on that day. We've never heard back so we followed up with an email on 7/2/17 asking for an update. We got a response on 7/3/17 saying that it was finally ready but we were already out of town celebrating for the 4th of July, so we went in on 7/5/17 to pick it up. I've asked to speak to a manager and a supervisor showed up. I've explained to him our disappointment with the whole situation. He started off by saying what he COULDN'T do for us which from a customer service stand point that is totally wrong. I've asked what he COULD do for us and he said he can offer a discount if we want to buy something else. I started naming a few items and all I was getting was a bunch of excuses that he couldn't offer discounts on those items. At this point another manager showed up that seemed irritated that we were actually dissatisfied with their crappy service. I wasn't going to take that treatment any longer so I just told both of them that I wanted to return the laptop. There was no way I was going to spend another dollar in that store even though over the past 6 years I've bought several items from there (tv, several iPads,laptops, etc). His rudeness went to a whole new level and then he said that they couldn't process the refund (technical issue on their system) and it could take a few minutes. I said okay I'll wait to make sure I get a receipt. Instead of offering water or something while we are waiting he asked us to go "browse some items to clear his service desk" My response to that was that I had no intention to buy anything else in the store and I would rather wait there since nobody else was waiting in line to be 'serviced' (hopefully better than me!). He then got very aggressive and told me that "I better do as he says because that's HIS store and he would call the police to have me removed from HIS store!". At NO point whatsoever I've raised my voice or caused a scene in front of other customers to constitute such a treatment. I explained to him that he had no reason to call the police for me to leave HIS store. I said I would gladly leave and I would call the police myself and file a complaint that my money was not refunded. He then said 'no need for that, it will just take a few minutes' After that he started throwing out some words in Spanish. Yes, I could pass as Latino but I'm not. Not sure why he would try to speak to me in a foreign language if at no point I spoke in any language to him other than English. Even though I said that I didn't understand what he said he occasionally kept throwing Spanish words to me which at this point his behavior could only perceived as racist. It's one thing to offer bad service (maybe due to lack of proper training?!?) but when a 'manager's' behavior crosses the line that's straight up unacceptable to me. I left the store and asked them to email me a receipt. Horrible experience to say...

Edit: Best Buy ONLINE took care of me and refunded my product no problem. I will no longer be returning product in store (if ever the case) because of the behavior I experienced in here. Hopefully retraining will take place so others won't experience what I had. Shame on the manager for prioritizing personal choice and selfknowledge over corporate policies and trust in customers.

I had an incredibly frustrating and disappointing experience with the manager at this store.

I preordered a Final Fantasy/MTG commander deck online two months before its release. The day before the official release, I received an email stating that my preorder might be canceled. To ensure I got the deck, I went to the store on the release day to purchase it in person and then cancel the preorder. I was super lucky, as a line of people were there to get TCG products, including Pokemon. While waiting in line to check out, others confirmed their preorders had similar issues with delays or cancellations, which further solidified my decision to buy in-store.

I successfully bought the deck in-store and then requested a cancellation of my preorder online at home. Despite the request and confirmation of the cancellation, the order still shipped. I contacted online support, explained the situation (cancellation, in-store purchase, now having two copies), and was told I could return the item either in-store or via a UPS mail tag. Since I lived close to the store, I opted for an in-store return. Customer service online said all I needed was the packing slip. I opened my package and confirmed I didn't have one, and they then said the label on the front of the package should be sufficient. "Blue shirts will take care of you".

I went to the store on a Thursday after work and approached the front desk. The employee inspected my product closely and called over a manager. They noted aloud that my product was still sealed and continued to inspect it nervously. After further review, they said they couldn't accept the return due to the "state of MTG, Magic: The Gathering." I was stunned and extremely frustrated. The manager explained that due to the current issues with Magic: The Gathering products, they couldn't accept the return, implying that I might have resealed the product.

They treated me like I was suspicious for returning my second copy. They didn't check my ID or account. If they had, they would have seen that I've been a loyal customer for years, purchasing cameras, TVs, etc., and rarely making returns. They acted as if I had potentially resealed the product by constantly inspecting it on all sides over and over again. They didn't even ask for the customer service logs I had, which indicated that I was supposed to be assisted with the return without any issues because I was well within the return window and had a reasonable return request. After the multiple inspections, it was obvious I had never opened the box.

After this incident, I was very upset with my treatment. I reached back out to online support, noted my experience, and asked if I could have a shipping label to return my product. They apologized and said they would look into this incident, as not accepting the return was unacceptable, especially with the documentation and online receipts I had ready to support the return. Best Buy online was absolutely amazing in taking care of me and sent me a label to return the product. The manager of this store should have tried harder to understand my situation instead of assuming the...