Best Buy Henrietta

As a long-time customer who has frequently purchased, returned, and reviewed products from Best Buy and other technology retailers, I have valued the Open Box Program for its competitive pricing. However, recent experiences have been disappointing. Within the past two days, I purchased Lenovo Auro Edition Premium Laptops—one from the Greece, NY store and another from the Henrietta, NY store—both advertised as being in good condition. At the Greece location, after discussion with the manager, the condition rating was revised to fair due to numerous stickers on the device. Although both laptops were packaged in the standard blue box with the charger, they were blemished with sticker residue on the lid, bottom, and keyboard deck. Premium alloy laptops are particularly vulnerable to permanent oxidation from adhesive, resulting in visible, irreversible damage. Despite more than two hours of cleaning, the oxidation marks persisted, undermining the appearance of what should have been a premium product. This falls short of the quality expected from a reputable company like Best Buy. To preserve customer trust, Open Box items labeled as “Good” or “Excellent” should include all original accessories and packaging, be free of preventable cosmetic damage, and customers requesting replacements or refunds should be treated with professionalism. Furthermore, stickers should never be applied directly to devices, as this practice causes damage and increases return rates.

I’m beyond frustrated with my experience and will not be shopping here again. I was sold a defective product, and when I tried to return it, I was told I was two days past the return window—so apparently that’s all it takes for customer service to completely disappear. It doesn’t make sense that a company can sell something that doesn’t work and then hide behind a strict deadline instead of standing by what they sell. A defective item isn’t a matter of preference—it’s a failure on their end—and the lack of accountability is honestly shocking. I expected at least some effort to make things right, whether that be an exchange, store credit, or even basic troubleshooting support. Instead, I got nothing but policy recited back to me. Policies shouldn’t outweigh doing the right thing for customers. This experience has completely lost my trust. When I spend my money somewhere, I expect the product to work and the company to stand behind it. That didn’t happen here, and I won’t be coming back.

My wife had an appointment to have a battery replaced in an IPhone at 330. She gets there and she is told the employee who does the repairs is on lunch until 430. Then it would take an additional 2 hours to fix. I’m frustrated my wife’s time is wasted and I try to call the store. It just goes to a call center who can’t even connect you. Both of these reasons are why I will never order anything from Best Buy again.

Workers kept following me around like I was a criminal. There was a secret shopper who literally followed us into every single isle. Every 2 minutes a worker would come up and try to upsell us on something we didnt need help with. Workers were clearly trying to look at my behind when I bent over. My bf saw how they were looking at me and told me and we left quickly without buying anything. The second time we came we rushed in and got something. Still being followed like before as fast as possible. We go to check out and one of the workers was sitting where I couldnt see him. The employee screams so aggressively and loud the entire store froze up. He apologized, but proceeded to have a nasty attitude still. I have never had such an aggressive hostile shopping experience in my life. Will never be shopping at a best buy again. Apparently they are cool with employees stalking and Sexually Harassing customers, and screaming at them.