Best Buy Oswego

I came here looking for the most idea work laptop that went with the budget I had set. Ashley went above and beyond to help me find just that. I really appreciate the service she provided!

I had one of the worst customer service experiences ever had at Best Buy’s trade-in program, be very careful. I traded in a Samsung Galaxy S22 Ultra that had no cracks and was in good condition. Before shipping it, I even had the device inspected in-store at their Oswego Route 34 location, where a Best Buy employee confirmed it was in good condition. After they received the device, I was shocked to be told that the phone was “shattered on the screen and back,” which is completely inaccurate and does not reflect the condition it was in when I shipped it. When I asked for photo evidence of the damage, I was told that they do not provide any pictures no transparency or way for customers to verify their claims. To make matters worse, I was then informed that because they classified the phone as “cracked,” I would lose the promotional trade-in value entirely. This means customers are expected to accept their judgment without proof, even when it contradicts prior in-store verification. Their terms and conditions place all responsibility on the customer for any damage during shipping, even though they provide the shipping label. This creates a system where the customer carries all the risk with no accountability from Best Buy. In the end, I chose to have my phone returned rather than accept a drastically reduced value with no evidence provided. I will also be returning the new phone I purchased and taking my business elsewhere. This experience showed a complete lack of transparency, accountability, and fairness. I expected much better from a company like Best Buy. I tried escalating it to the manager with no lack. I would like to know how I can get this to the managers. The customer support team for the trade in department was the worst experience.

I would like to rate this store as -5, the treatment I had from Store manager, Cynthia, was very brutal and disrespectful. I placed an order online and which is due to pick up by March 14 end of the day, but the order got cancelled. The order come up promotional gift card and promotional trade in value. The order was cancelled on 12:51AM on March 14 by Best Buy without my consent, the moment the promotional trade in credit expired. The store associate initially mentioned that the older order can be pulled into active state or the new order can be made with same promotion, but suddenly Cynthia showed up, she derailed the progress totally in wrong direction and made me to walk out from the store without the order. Their treatment was very disrespectful, and the store has copy of IMEI of the phone that I carried for Trade In, which they did not deleted in front me. Attached pictures about the communication from Best Buy Notifications regarding this order progress. I spent ,more than 30 mins in the store to get this bad experience. And then I spend about 100 mins with 1800 number to resolve it, during the conversation with customer service, they mentioned that the order was cancelled by Oswego Store, i still asked how store can cancel the order at 12:51AM when the store closes at 9PM and opens back at 10 AM, but no response was provided. The 1800 team member concluded that it is Best Buy Corporation fault, and the impact to customer never compensated by them. I will not buy in Best Buy as it is not Best Buy any more

Came to pick up an online order then had to say no for 5 minutes on how I didn’t wanna sign up for their 50 dollar membership and had to wait for my item they held hostage until after 5 mins of saying no.