Best Buy Marlborough

Nicole is AMAZING! she was funny and very knowledgeable about computers she put a new disk drive into my computer and it works great ! I will definitely come back if I ever need help with my computer again😊

I had a very disappointing experience at the Best Buy in Marlborough, MA. I purchased an Open Box Samsung S90F OLED TV that was listed as being in “Excellent Condition.” The employee who sold it to me explained that TVs in excellent condition are typically customer returns with little to no damage, often returned simply because they were too large for the buyer’s room. After driving nearly an hour to the store, another hour back home, and carefully unpacking the TV, I immediately discovered that the condition description was completely inaccurate. The screen had multiple large and highly visible scratches across it, and the back of the TV was covered in dust, making it obvious that it was far from “Excellent Condition.” I repacked the TV, drove another hour back to the store, and asked to speak with a manager. Unfortunately, the experience only got worse. The manager left me waiting with the TV sitting in the bed of my truck and was dismissive, arrogant, and unprofessional throughout the entire interaction. I showed him the scratches in person after unpacking the TV right there in the store. Even after seeing the condition for himself, there was no acknowledgment that the product had been misrepresented. In my opinion, a TV with that many scratches on the screen should never be classified as “Excellent Condition.” I then asked if they could help me purchase a brand-new unit of the same model and provide some type of accommodation for the inconvenience. After all, I had wasted several hours driving back and forth because of an inaccurate and misleading product description. They refused to offer any compensation whatsoever. To make matters worse, while standing in the store I found the exact same TV on Samsung’s website for $100 less than Best Buy’s price. When I requested a price match, I was told they would not do it and was essentially told that if I wanted Samsung’s price, I should buy it directly from Samsung. When I showed them that Samsung would allow me to pick up the TV at Best Buy, they still offered no assistance and told me I would have to wait over an hour for Samsung’s system to process the order. The entire experience demonstrated a lack of customer service, accountability, and respect for customers’ time. I do not recommend this Best Buy location. Be very careful when purchasing Open Box items here, and do not assume that the condition listed on the label accurately reflects the actual condition of the product. Based on my experience, the management team was unhelpful, dismissive, and unwilling to take responsibility for a clearly misrepresented item. Very disappointing experience.

The staff was extremely knowledgeable, helpful, and took the time to answer all my questions. They made the whole process easy and stress-free, from choosing the right phone to getting everything set up. It was clear they knew their products and genuinely wanted to help. Great customer service and a smooth experience — I would definitely recommend!

Exceptional staff, very helpful and friendly. Only reason I'm giving it four stars instead of five... The store is worn down. Clean, but needs a refresh. Feels old and used.