Best Buy and the Marlborough store have been going down hill for several years. Key issues are constantly changing staff with a lack of knowledge, very poor customer service, diminishing stock, and the only way to reach BB is a national phone bank which can’t help with a local issue (no local phone connection available). Placed an online order tonight for cirbside pickup and did not get a confirmation via email, called no help at all finally got an email several hours later got the confirmation. Drove to BB and followed the instructions indicating I was at store. No response no product, finally called over an employee who was standing outside and asked when I might expect my order, 10 minutes passed and he returned to tell me there were no curbside orders. After showing all the emails he went into the store and eventually reappeared with my order. What a great way to waste an evening, NO MORE BEST BUY for me!

I stopped by here to return a pair of headphones I was gifted that I didnt love. The customer service was EXCELLENT. I wish I caught his name, but he was definitely a manager. I was able to get a gift card and get a different pair. Super happy.

I stopped by to purchase the new iPhone and was immediately helped by Bobby. Unfortunately we hit a snag with AT&T’s systems saying my line wasn’t upgradable. Bobby called up AT&T’s retail support line and they told him that they couldn’t do anything and that I would have to call AT&T’s customer facing support line. When I called them, they were absolutely no help (again). Even after all that, Bobby kept trying various solutions including calling Best Buy’s retail support line and even volunteering to stay for 30 minutes after store closing to try and get this done- I ended up calling it quits 5 minutes after closing.While I wasn’t able to walk out with a new phone solely due to AT&T, I was very impressed and happy with the level of service from Bobby- he definitely deserves a raise and a promotion.

I bought a keyboard. It was fast and I got a nice discount thanks to my TotalTech membership.

Always delicious ice cream and so many flavors to choose from! They offer many seasonal flavors. We had pumpkin pie and pumpkin oreo-what a wonderful combination they were together! You should go check out some of the special flavors, they are definitely worth trying 🍧 🍦🍨

They helped me as soon i walked in door. They assigned a sales associate. She asked me what i needed. Then brought me the area and gave me the options. Then asked if there is anything else i needed. Then again brought me the area and showed me options. Excellent Customer Service. In my Business time is money and customer service.

Since COVID-19 closures Best Buy has done a much better job with greeting customers as they come in and acting like a concierge. Ive even been told, if you cant find anyone to help you come back to me, my name is ____. With customer service seemingly a dying art, its nice to see focus placed on the customer experience somewhere other than an Apple Store or high end hotel.Worth noting, this has only been my experience at the Marlborough Best Buy, but hopefully this is corporate directed and driven.

Mike from service department put my radio in my truck for me. was wicked honest, super knowledgeable and did great work. would recommend for any instillation.

Best Buy Web Site is great, but nothing seems to beat in store shopping. The Best Buy sales associates are extremely knowledgeable and helpful. That wealth if knowledge is just so valuable when shopping for technological products which Best Buy specializes. Also, since the sales associates are non-commissioned, they provide honest answers and helpful solutions.

We had wonderful personal service. He answered all my questions.

Great staff but inventory can be lacking sometimes.

We should visit Best Buy before making a decision to buy electronics, some accessories and appliances, nothing is better than talking with a person which will helped me a lot.

Item pick up was fast and smooth. Workers were very helpful

Nice clean Best Buy store. Decent selection of electronics, and laptops. Wish they carried a wider selection of stock on PC products in store.

This is not a representation of the store please be advised.This is a reflection on Best Buy and their customer service that is not present at all.On August 20th, 2021, a washer/dryer was supposed to be installed in my home and it wasnt due to the fact the drivers didnt know how to assemble the new washer/dryer. Before the new washer/dryer was even taken out of the truck, the drivers attempted to uninstall the current washer/dryer in my home, then realized they cant even install the new one, they tried to re install my old washer dryer and failed miserably. This caused my house to become flooded, ruining the carpet and walls in my house.So far I am in the hole for approximately $6,998.17 and I do not even have clean clothes on as I write this review. I havent been contacted once during this failed process by Best Buy.I was instructed to wait for someone to contact me, that hasnt happened so buyer beware. If you want an appliance DO NOT BUY FROM BEST BUY.

Its a Best Buy. They do what they do.Helpful and knowledgeable employees, lots of stuff, fair prices.

Have been trying to get my speakers to work and they keep rushing, i shouldnt have to go 4 times and get 3 new sets of speakers and then still not know what the problem is. Still missing mids on the left side. Unacceptable.

Unfortunately idh the young mans name that waited on me, without my asking mind you, but he was extraordinarily kind and patient. Young thin man. I told him to tell his mom that she raised a good boy.Usually best buy service SUCKS but I was pleasantly surprised today!

Each of the employees went out of his way to be helpful. Very impressive customer contact skills.

Friendly knowledgeable staff, excellent selection and great prices.

Its okay when you need something right away, and cant wait for Amazon to deliver. But dont expect to find exactly what you want.

I drove 3 hours for an appointment to repair/replace the screen on my phone and they didnt have one and didnt care about the inconvenience. They just passed the blame on to Samsung.

Its Best Buy. Sometimes they have the tech you want at a reasonable price.

Shoutout to Dan C he’s the best at customer service

Had to go find a service person for assistance. If you are going to compete with online prices then you must provide exceptional service.

Prices are much more competitive than they were a few years ago, good variety available now.

Went twice for remote starter help and always got professional and quick help

Went to buy a specific item, but wanted to ask an employee about it. After talking with her for a little while and explaining exactly what I was looking for, she convinced me that I needed an item that was twice as expensive and not only didnt work with the brand of Android phone I had told her I had (necessary information, and she had asked) but was for iPhones. Left with an expensive product that was completely not what I was looking for. If you already know exactly what you want, its probably a fine Best Buy, but I wouldnt go there again if I was hoping their employees could do anything other than point me towards an aisle or help me check out

The workers are very friendly and accommodating. I enjoy this store.

Just bought a monitor and wireless gear. Incredibly knowledgeable and helpful saleswoman (Sara). Great experience today.

Very friendly, helpful atmosphere.

The ATT manager was very knowledgeable and took care of all requests. Best prices!!

Sent in my laptop to be repaired, I approved the repair/cost, but apparently missed an additional phone call where they needed me to approve more repairs. They ended up shipping my still broken laptop back to me, I complained and they sent it back immediately, fixed it quickly, and for half the cost that I was quoted for. I waited a really long time, but still happy with the service!

Able to shop alone and make my own decisions. Quick at check out. Very professional to answer questions at checkout.

Unfriendly greeters. And the mobile service employees are too slow. Employees wonder around even when customers are waiting in queue.

Best buy has spun back into business especially electronics. Prices are aggressive, compared and matched. Staff is knowledgeable to provide the right recommendation based on individual requirements. Overall a great stores for your electronics shopping.

I waited 1 hour no one help to unlock to get the internal hard drive. the price is not that good. Credit card breach. point sux. compared to amazon and target. should be like circuit city

Great customer service.

Very helpful staff and great prices.

They are very good but it depends what youre looking for thats all I can say

I needed help to buy an Apple TV unit. I asked questions that could make you sound dumb,. but Andrew made me feel confident in his information about the the product - thank you Andrew!

Excellent staff. Knowledgeable and helpful.Store is always on point!

98%of the employees are fantastic! So helpful and knowledgeable especially the geek squad.

Only place to buy the latest tech

No show for three appointments, dont answer there phone even after 42 minutes of ringing. See time photo. I have more. Still cant tell me when my TV will be fixed. Disabled spouse uses TV all day and they still dont care. At a dead end and still no repair date. Ugh.

Its Best Buy, pretty cookie cutter. Its not as swamped as the Framingham store so its my preferred BB.

Great service and help picking stuff out.. And they allow you to test and return if not happy

Google asked me How was Best Buy?If youve ever been there, you already know. Most of the time I couldnt tell you the difference between one or the other. Its the McDonalds of consumer electronic stores.

This is a multi-million dollar corporation, and nobody answers the phone at 10:08am EST!+

Ive had nothing but the best experiences shopping here. Both times when I really needed help in the Mobile center, Ed did not hesitate to answer my questions and help me. Cannot recommend this location enough!

I have been a loyal customer of best buy for over 7 years..I am a total tech support member and I have noticed that their quality of service has drastically fallen off the cliff in the last year. You can never reach a representative at the store.I was on hold just the other day for over an hour and then they hung up on me. I recently purchased an Acer computer for my son and I had them set it up for first time, installing Chrome and office...things that I could of done on my own with no issues..Nothing was installed correctly and they even got the time zone wrong.Luckily I was able to talk to the only inteligent service tech that they have over the phone to resolve the issue...There are so many customer service issues now that was not there before. I do not have a good feeling about the direction of this store...hope they survive.

Easy Return, then had to find what I needed, then easy check out

I love best buy. They price match amazon. Employees are a 50/50 split. Some are great some are meh. Selection is good and store is clean.

WonderfulThe young woman that helped me with getting the correct roku remote. you have a wonderful employee. i wish i knew her name

Not the best pf Best buys ive visited.

Great and knowledgeable service!

Ive never had a bad experience at a Best buy, but this ones different. For some reason they dont really help out that well. I was awkwardly waiting after asking someone for help, the guy plain ignored me on my face. It was weird. Its just an electronics store. What did I get so wrong to get ignored?

Awesome movie selection. Awesome home theater section. One of the better Best Buy Stores.

It was a typical best buy experience.

Excellent staff! Wonderful customer service!

I cannot get a live person on the phone. It’s unbelievable — I just stay on hold. Go figure.There’s no more excuses about the Covid crisis when it comes to customer service phone time. Most companies have figured that out by now.

Worst customer service ever! I love BB - this store is 2 miles from my house but I don’t think I will ever come back to this store - I am better off driving +15 miles to the next store. Bye BB at Shops at the Pond.

Sales people are deceiving. Do anything to make a sale

Great place to buy

Good home stuff and good phone and tablet and computer and cbrome

Returned the tv that I bought.. darn sonys are not what they used to be anymore

Very helpful. You dont wander aimlessly like at the big box stores. If they dont have it theyll get it or tell you where to get it.

I used to shop Best Buy all the time. It is a real shame to see the empty shelves and lack of knowledgeable support. This particular store has quite often been an up-and-down experience with me but I still enjoy some of the products I used to be able to get here. I now find it easier just to go online and buy from Amazon or Walmart

Selection in store is ok. Employees are very nice tho

Curbside p/up quick & easy.

I spent over 20 minutes on hold on the phone without speaking to any associates. This was the second best buy store I’ve encountered with this problem. Over the phone customer service is the absolute worst. If I didn’t already have the membership I would just go to staples.

Nice place to buy electronics friendly staff with good knowledge.Good options all over and easy curbside pickups for online shoppers.

Nobody had Answered the phone and I have been on hold for an hour between several calls. Not sure if everybody’s watching the inauguration on the TV’s instead of answering the phone. I’m about to drive 30 minutes there just to ask a question LOL.

Despite the Pandemic, this store has kept operations going smoothly. I was able to purchase a large appliance online and pick it up here (contact-less if I chose to) with no problems. The people there were friendly and helpful in keeping things operating smoothly.

Gave price match no questions asked if you can show the lower price from real company

Salesman was professional and knowledgeable on the product.We have to support all local brick-and-mortar stores!!

Ordered online and didnt want to wait for delivery to the local best buy. Pick up was rEasy and quick! Just be sure to check their hours before going. For me they were closed on Sundays and for 12:30-2 for Covid cleaning.

Greek squad here is really great.

Very friendly and helpful service, knowledgeable and answered all of our questions without trying to push a sale.

Curbside pickup was relatively quick for a Black Friday. There were several staff going to the line of cars, and kept it moving.

It was a very lame experience, the guys at the computer section werent professional, they were on their cellphones and didnt care about showing the pcs, I ask a question about a laptop the guys didnt know the answer instead he looked in his phone and read the specifications of the laptop to me, I told him that I could do that and his answer was that they sell it a lot...its a good laptop. I share my experience with the manager of the store and he said to me sorry my guys must be tired...its been a long day .

Website said they had something in stock and I get to the store and they dont.

Purchased an upgrade phone, but it didnt work when I got home...Verizon wasnt inclined to assist in resolving the problem. Returned to Best Buy and they had it working in fifteen minutes. Kudos.

Marlboro best buy i was treated very rudely and they was very unprofessional. They dont have to treat there customers badly cause of the big pandemic NO EXCUSE i was going to purchase a item but I ended up walking out i will take my business elsewhere

Helpful staff and great environment, unfortunately didn’t have the product I was looking for, but it was a new release and understandably sold out.

One of the worst customer experiences of my life, this guys didnt care about the customers only selling, they didnt wanted to inform on the differences between products, they were more focus on their cellphones and chatting among themselves. I ended up purchasing a laptop based on google product ratings instead of getting the help I expected from Best Buy.

In summary:- shop at Amazon prime- If 0 was an option, that would be my rate.- Dont order for store pick up! Ship it to your home instead from another company.Ordered a computer 11/29 under my husbands name and the woman checking us out decided to change everything in my name to make check out easier for herself, as we were using my Best Buy credit card. I clearly stated that my husband will be picking up the order, as I live an hour away, and my husband works about 20 minutes away from this Best Buy. When my husband went to pick up the order, we were given a hard time, stating that I had to be there since the order was under my name. Best Buy employees suggested that I would need to add my husband to the order on the app or online to be able to have him pick up the order. I tried and tried but was not able to do so, because it is not possible. It is only possible within 30 min of putting your order in. After 30 minutes of the run around, from getting suggestions from employees and looking all over the app, they finally figured out that I would need to call customer service to add my husband to the order. Customer service was so unhelpful and uninformed. They told me that they cannot add anyone to a store pick up. and also shared that they cannot call the store to communicate with them either. They did not even appear that they wanted to help address my concerns. I told her, I would like to cancel my order. She said she cannot whatsoever cancel my order and I would have to go to the store to physically cancel the order, which I found to be completely untrue. Following my frustrating call with customer service, I looked on the app and learned that I was now able to cancel my order online. Best Buy employees were not familiar with the Best Buy app and what customers can and cannot do on the app/online account. I ended up wasting 2 hours of my evening trying to figure out how to pick up my order and still ended up without my computer! Customer service stated she could not cancel my order even though it clearly stated online to call the customer service phone number to cancel online store orders that has already been paid for. Employees are not well trained and not informed causing a lot of unnecessary stress. I ended up cancelling my order and finding a a larger monitor for my computer on AmazonPrime for the same price that would have it shipped to my address in 4 days! Lets just say I dont plan to purchase anything with BestBuy for a while and I plan to cut my store credit card. Horrible experience. Due to COVID you would think BestBuy would have more options and more trained employees. Super disappointed with BestBuy. I will be shopping with AmazonPrime and other companies from now on.Prior to calling customer service, I attempted to add a person to my store pick up order online which there was a notice to call customer service. I did not see any user friendly way to add anyone to the order pick up and later learned that this was not even possible---wasting my time looking for this. I attempted to cancel my order. I attempted a chat that just kept loading end never ended up chatting with anyone. I attempted to call the Best Buy Marlborough, MA store but never reached anyone. The phone just kept me on hold for 20 minutes plus.

It was fine went to return an item they told me where to go for it and I stood there for about 5 minutes and then they returned it without a problem. Excellent service.

I went to get a new computer. They had a lot on display but very few sales staff and fewer computers in stock. The salesperson I finally got was friendly and helpful but I got the last computer in the store that met my requirements. If you are in the market for a computer I hope your requirements are different.

Quick process to get preordered purchase

Quick; directed to associate immediately who knew exactly what wz ndd 2 work with my old hp tower.

Work there all good

Getting through to an actual person at this store is a nightmare. 40 minutes on hold and still no answer.

One of the best electronics stores, employees are very knowledgeable about the products and all of them are very helpful and friendly. I always have a great experience there

Great help

Terrific service: knowledgeable and very helpful during my TV purchase.

They have almost everything you can think of and affordable prices. The staff is very knowledgeable. Great hours of operation and really good location.

I called to get phone battery, made an appointment. Told them why I was going. Drove all the way there only to be told they dont have batteries at the store. The salesman was nice enough to tell me where in the area I could get one.

Great service. Easy to find help!

The best brick and mortar electronics and appliances store around. I buy from Best Buy many times per year to help them stay in business and to compensate them for the help and knowledge they give me. Many times a purchase decision has been made based on what I learn from the sales staff.