Best Buy Henrietta

Went to get a new laptop or notebook. Wasn't sure which one to buy. The only help I got was from the greeter. She asked me what I was looking for and pointed me to the area of the computers. I could not find anyone else to help me after that. Best Buy used to have people who would help me decide what to buy. Do they not do that any more? Apparently not. I will buy all my electronics elsewhere from now on.

Associates chatting around are register while customer tries to find a product. None of the 5 offered help until I asked for it. Bad customer service. I stopped by to purchase bose headphones, display not working, so, I stepped out and went to another store where I could compare products. Fortunately, I bought what I needed at the BestBuy Store in Victor, NY.

As a long-time customer who has frequently purchased, returned, and reviewed products from Best Buy and other technology retailers, I have valued the Open Box Program for its competitive pricing. However, recent experiences have been disappointing. Within the past two days, I purchased Lenovo Auro Edition Premium Laptops—one from the Greece, NY store and another from the Henrietta, NY store—both advertised as being in good condition. At the Greece location, after discussion with the manager, the condition rating was revised to fair due to numerous stickers on the device. Although both laptops were packaged in the standard blue box with the charger, they were blemished with sticker residue on the lid, bottom, and keyboard deck. Premium alloy laptops are particularly vulnerable to permanent oxidation from adhesive, resulting in visible, irreversible damage. Despite more than two hours of cleaning, the oxidation marks persisted, undermining the appearance of what should have been a premium product. This falls short of the quality expected from a reputable company like Best Buy. To preserve customer trust, Open Box items labeled as “Good” or “Excellent” should include all original accessories and packaging, be free of preventable cosmetic damage, and customers requesting replacements or refunds should be treated with professionalism. Furthermore, stickers should never be applied directly to devices, as this practice causes damage and increases return rates.

I’m beyond frustrated with my experience and will not be shopping here again. I was sold a defective product, and when I tried to return it, I was told I was two days past the return window—so apparently that’s all it takes for customer service to completely disappear. It doesn’t make sense that a company can sell something that doesn’t work and then hide behind a strict deadline instead of standing by what they sell. A defective item isn’t a matter of preference—it’s a failure on their end—and the lack of accountability is honestly shocking. I expected at least some effort to make things right, whether that be an exchange, store credit, or even basic troubleshooting support. Instead, I got nothing but policy recited back to me. Policies shouldn’t outweigh doing the right thing for customers. This experience has completely lost my trust. When I spend my money somewhere, I expect the product to work and the company to stand behind it. That didn’t happen here, and I won’t be coming back.