Best Buy Framingham

Extremely disappointing experience with the management and customer service at Best Buy Framingham, especially regarding Pokémon releases. On 8/29, I brought my 8-year-old niece and 10-year-old nephew to the Pokémon Trade & Play event. They waited approximately 2 hours outside in the heat. Signs clearly stated “Limit 1 SKU per customer.” I purchased one and my nephew purchased one. We then wanted one for my niece, who was also there and had waited the same amount of time, but an employee refused because our group had already purchased two. The sign did NOT say one per family, household, group, or payment method. It said ONE PER CUSTOMER. There were three of us seeking one each. An employee also questioned whether the children had money to make the purchase. I found this irrelevant. Who pays shouldn't change a “per customer” limit. If the actual rule is per household or group, the signage should clearly state that. I ultimately gave my purchase to my niece so she wouldn't leave empty-handed. I'm also a Pokémon collector and wanted to open and enjoy the product with the kids. Instead, we became so frustrated that we left without even staying for the event. The worst part was the lack of customer service. We asked FOUR DIFFERENT EMPLOYEES for a manager. We never got one. We did not observe anyone page or radio a manager, nobody returned with an update, and employees would speak with us briefly and walk away. No one seemed willing to take ownership or help resolve the issue. Even if management believed the third purchase wasn't allowed, a manager could have simply spoken with us and explained the policy. There are also ongoing line-cutting problems during Pokémon releases here. Customers complained, but management essentially left customers to deal with it themselves. Customers who wait hours shouldn't have to confront other customers because management won't manage the line. I've attended Pokémon releases at other Best Buy locations, and they are handled much better. Managers communicate available products/inventory and use tickets or numbers to preserve the line. It makes the process fair and organized. Another frustrating situation happened on 8/28. Customers had been waiting since around 7 AM for a new Pokémon product expected to release that day. There were NO signs saying it wouldn't be sold on 8/28. Employees and management appeared to be inside before 9 AM, yet customers weren't informed until around 9:30 AM, only 30 minutes before opening, that the product would instead be released on 8/29. Some customers had already waited about 2½ hours. This raises a legitimate question: When did management know it wasn't being released on 8/28? The situation also created the impression that inventory may have been held for 8/29. I don't know if that's what happened, which is why I've asked Best Buy Corporate to investigate. But if management knew beforehand, customers should have been informed instead of waiting for hours without even a sign. I understand limited inventory and support fair purchase limits. This isn't about being guaranteed Pokémon cards. It's about inconsistent enforcement of posted rules, poor communication, line-cutting, lack of organization, and four attempts to get a manager without anyone willing to help. Most importantly, I've lost trust in this location's customer service. If I can't get a manager for a simple issue after asking four employees, how can I feel comfortable spending hundreds or thousands of dollars here on a TV, computer, appliance, or other major purchase? What happens if I need help with a delivery, installation, return, or expensive purchase? I've submitted a formal complaint to Best Buy Corporate and encouraged other customers who experienced similar issues to document their own experiences. This isn't just about Pokémon cards. It's about whether customers can trust this store when they need help. Best Buy Framingham needs better communication, organization, consistent enforcement of posted rules, and management willing to address customer concerns.

Poorly run place. Manager not helpful, hiding product.

Ordered online to be picked up in an hour. Nope. Thankfully, the store staff was wonderful and got us set in a coupla minutes.

el personal es muy amable