Best Buy Braintree

Worst Experience Ever – Broken Desktop and No Resolution I bought a desktop computer from Best Buy in Braintree, MA on Black Friday as a gift for my son. After just one week, the screen stopped showing anything and turned completely black. At first, I thought it might just need a restart, but the problem continued for three weeks. I then went back to customer service. They checked the computer and told me they couldn’t determine whether the issue was with the graphics card or the motherboard. They said they needed to send it back to the manufacturer and that it would take about three weeks. I have now been waiting more than four weeks with no clear answer or update. Yesterday, I scheduled an appointment and requested a refund, but they refused and told me I had to keep waiting. When I asked how much longer it would take, they couldn’t give me any timeline or explanation. At this point, I’m still waiting and don’t even know for what. This has been the worst experience ever. The computer was a gift for my son, and every day I see him disappointed and sad. I honestly blame myself for buying this from Best Buy — it truly feels like the worst buy I’ve ever made.

We visited Best Buy in Braintree on January 16 and purchased 2 new phones. We were helped by Alexis. He went above and beyond, spending a great deal of time helping us transfer the service from our carrier. He was patient, kind, and managed to multi-task helping other customers and employees while helping us. Very grateful for him and his dedication. Oh and the phones work great too!

Friendly

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.