Best Buy East Colonial

Ordered a Airtag and paid online. Check out said I would be able to pickup in one hour. Went to store approx 2 hours later. First Customer no-service rep said it was being pick as we spoke- should be in the back any time now and stay close, will let me know when it is ready. Waited 45 minutes (looking at tablets- another story). Got back in line and ended up with different rep. He was on the sales terminal for at least 10 minutes and eventually told me that he found the order and they charged my account but It had never been picked. I could not have the product. The gave me some ridiculous excuse and I could have the product if i paid him AGAIN. IT GOES ON FROM THERE. BOTTOM LINE THESE SALES PEOPLE ARE RUDE AND VERY POOR AT CUSTOMER SERVICE. NEVER BUY ONLINE. GOT MY AIR TAG AT TARGET. CHEAPER!!!

I went for an order pickup and ended up asking for a refund. I needed to buy a new MacBook for my business and decided to go to Best Buy (wrong decision) because it’s closer to my house than Apple. Before heading there, I called the store to make sure they had the model and memory configuration I needed. The customer service rep confirmed they had one left and even suggested I purchase it over the phone so they could hold it for me. Great, right? He stayed on the line while I entered the company credit card information, confirmed my order number, and told me I was all set for pickup. When I arrived, I gave Ross my order number. He pulled up the order and asked for my ID. I explained that I had used a company card, so the name on the card wouldn’t match mine. Instead of simply explaining the policy politely, his response was: “Next time check your email so you can read the correct instructions on how to pick up your item.” I completely understood the policy issue. What I didn’t understand was the attitude. He called his manager, who said they could verify the information and release the item “this time.” But even after that, Ross continued making snarky comments about me not reading the email instructions. At upset about the ID situation itself. If he had simply said, “Unfortunately the names don’t match, so we need additional verification,” I would have completely understood. Instead, he kept repeating condescending comments that unnecessarily escalated the interaction - And that I was not ok with. He was very combative. I ultimately decided to cancel the order and request a refund. At the end, I Didn’t understand the constant attacks from him and just laughed and said “you are so rude”. Because I didn’t know what else to say. Easily the worst customer service experience I’ve had in over a decade. Customer service is not just about enforcing policies — it’s about how you speak to people while doing it.

10/10 pickup experience. Quick and easy on a Sunday

I want to recognize Wellington at Best Buy for providing one of the best customer service experiences I’ve ever had. From the moment he assisted me, he was professional, knowledgeable, patient, and genuinely dedicated to helping solve my issue. I was on limited time and desperately needing the security key purchase to go through so I could stop a hacker in my phone. The hacker had already gotten into my apple wallet by then and I was having a tough time at checkout. Wellington went above and beyond to make sure everything was handled smoothly, and his positive attitude and attention to detail truly stood out. Employees like him are the reason customers continue coming back! Best Buy should be proud to have someone like Wellington representing their company. Outstanding service all around. What a breath of fresh air it was and outstanding customer service.