Middletown, NY location. My parents went there for a tv, asked for help 3 times, waited a half hour, then left. No one came to help. No wonder Best Buys are closing.
Response from Best Buy
February 24, 2025
Hello, Susan,
Thank you for reaching out to us here on Google and sharing your recent experience. We understand how important excellent customer service can be, and know we would be reaching out for more support. We would like to take a look into this with you to document any feedback you may have and to assist in any way possible. To continue working with our Social Team, please send a private message or DM to our team using one of our official Facebook (http://facebook.com/BestBuy), Twitter/X (http://twitter.com/BestBuySupport), or Instagram (http://instagram.com/BestBuy) accounts with your full name, phone number, email address, and the location in which your visit took place along with this review number: 64849062
regards,
^Brandon
Daniel B
February 10, 2025
I like these guys. Ive never had to buy anything, but i like them.
Empress S
February 10, 2025
Went to pay my bill. Which by the way, was very convenient will now pay here moving forward. The customer service was amazing! I really hope best buy isn't partaking g in dei rollback. I would hate to stop patronizing them.
Richard S
February 08, 2025
Deceptive Practices & Poor Customer Service
My experience at the Middletown, NY Best Buy was extremely disappointing due to deceptive practices, misleading product descriptions, and poor customer service.
I purchased an Open Box TV labeled as "Excellent," which Best Buy’s website defines as a product that "works and looks like new, is restored to factory settings, and includes all original parts, packaging, and accessories (or suitable replacements)." However, what I received was far from that.
After opening a Best Buy Visa specifically for this purchase and driving over 30 minutes to the store, I was handed a TV loosely wrapped in bubble wrap with missing essential accessories— including the Minijack-to-Toslink optical adapter and wall-mount adapters, which I specifically needed. The remote control was also missing, and it was only after I asked about it that they offered a replacement. When I asked about the other missing accessories, I was told there was "nothing they could do" and was advised to buy them separately. The employees at this location gaslighted me, insisting that "Excellent" condition only referred to the display panel and had nothing to do with accessories or packaging—despite Best Buy’s own definition stating otherwise.
A good manager would have made this right, but instead, the staff at this store showed no interest in customer satisfaction. I reluctantly returned the TV because I was left with no other option.
To make matters worse, I called Best Buy’s corporate line to report this issue, hoping for a fair resolution, but the representative was just as disinterested in my concerns. This was a blatant bait-and-switch tactic and a complete waste of my time, effort, and money.
As a result, I am filing complaints with the Better Business Bureau and the Federal Trade Commission for false advertising and deceptive business practices. Additionally, I will be sharing my experience across consumer forums and review platforms to ensure others are aware of how this store operates.
I sincerely hope this location does not reflect Best Buy as a whole. I would still appreciate if someone from the company reached out to make this right, but based on my experience so far, I am not optimistic.
Response from Best Buy
February 08, 2025
Hi, Richard,
Thank you for taking the time to share this review here, although we hate to hear your recent purchase of an open box television did not go as planned. Missing parts and vital accessories definitely does not sum up an excellent open box item, and we would like to get some more details from you and ensure your feedback is formally documented on a Corporate level for internal review.
To get started, please send us a message on Facebook (http://Facebook.com/BestBuy), Twitter/X (http://Twitter.com/BestBuySupport), or Instagram (http://Instagram.com/BestBuy). I’d recommend sending a private message or DM, as we will need you to provide your full name, email address, and telephone number to complete the documentation process. Please also include a note stating you are reaching out from a Google review by including this reference number: 64791757. We look forward to hearing from you!
Regards,
^Katie