Best Buy Bergen Town Center

We went to the store today because school was closed, and my kids were really excited about the chance to finally buy Pokémon cards. Even after seeing the long line, they didn’t complain—we waited in the cold for nearly two hours. When we finally got inside, the employee managing the line told us that they would only sell the cards to adults. I was honestly shocked by how blunt and dismissive this was. My kids truly love Pokémon, and they waited patiently just like everyone else. We clearly explained that we were not resellers—we even offered to open the cards right there in the store. What made this even more frustrating was that there was clearly stock available. Despite that, they insisted it was their “policy” to only sell to adults. When I asked if this rule applied to other locations, they said they didn’t know. I also tried speaking to the cashier, but in front of my children, the staff whispered to each other and then said no again. That kind of behavior felt extremely immature and unprofessional. Watching them make that decision in front of my kids, as if we were doing something wrong, was honestly upsetting. We weren’t there to buy luxury items—we were standing in line for two hours to buy Pokémon cards, something meant for kids. It makes no sense that children who waited just as long are not allowed to buy them. My children were incredibly disappointed, and I felt so sorry for them. What made it worse was the attitude—we felt judged and treated like resellers, which was both unfair and hurtful. Later, we contacted Best Buy customer service, and were told there is no official policy that restricts sales to adults only. That makes this experience even more frustrating. A day my kids were really looking forward to was completely ruined because of this experience. I sincerely hope the staff reflect on their behavior—not only the decision itself, but the way they handled it in front of children. Treating us like resellers and dismissing my kids’ excitement so coldly was deeply disappointing.

Absolutely unacceptable experience at this location. My wife and three sons waited in the cold for two hours for a Pokémon card release. When they finally reached the front, the employee refused to sell to my children, stating they "only sell to adults." My kids are enthusiasts who bring their binders everywhere; they are the definition of "real customers." By refusing to sell to children, Best Buy is effectively prioritizing professional scalpers over the families the brand is meant for. Extremely disappointed in the lack of empathy and the nonsensical store policy. We will be taking our business elsewhere.

Staff knowledge needs some improvement.

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