Best Buy Braintree

I had an unacceptable experience at Best Buy Braintree (Store 530), 550 Grossman Dr. I ordered a Microsoft Surface online for store pickup. When I arrived, I explained I had not yet received the “ready for pickup” email, but asked if the item could be pulled since I was already in store. The associate initially told me no, that I had to leave and wait for the email. Then he looked at my order on my phone and incorrectly insisted it showed I had not paid, which felt accusatory and unnecessary. While we were still talking, I received the email that my order was ready. He scanned the barcode and only then went to retrieve the device. This turned a simple pickup into a pointless back and forth. The trade-in experience was worse. My offer was presented as $65, but I was told in store it was $15, then it was framed as a “maximum” of $50. When asked for the trade-in serial number, my laptop battery was dead and there was no charger available. Instead of problem-solving, the associate’s tone became condescending. Then another associate addressed me as “hey buddy,” which is not appropriate in a professional setting. I asked him what did you say to me, and he said “all I said was hey buddy, that’s all.” So he didn’t even attempt to correct himself. I was also asked to provide personal information from across the store, which is a basic privacy issue. Finally, after all of that, I was told I could not receive my paid Surface because I had selected trade-in during checkout. So because he couldn’t verify my trade-in serial, I couldn’t pick up my paid laptop. That makes no sense because trade-in value is conditional and can be adjusted, including to $0 if needed. I had to suggest “zero it out” myself before the associate processed it and handed me the laptop. I left with the laptop, but I did not even open the box yet because I am strongly considering returning it and buying elsewhere. Store leadership needs to review pickup workflow, trade-in handling, customer privacy practices, and basic professionalism at this location.

Placed an order for a keyboard and was told it would be ready within an hour. After 50 minutes, the order was cancelled. The reason was that the keyboard was no longer available, but the website said there were three in stock. Still waiting for this to be refunded as well. I'd argue this was in stock and they didn't want to pull it.

No service. Sales are talking to each other.

Great Best Buy