A Masterclass in Customer Service: Jason at Best Buy University Drive It's not often that a visit to a big-box retailer leaves you genuinely impressed -- not just satisfied, but floored. Yet that's exactly what happened during my recent experience at the Best Buy on University Drive, thanks entirely to one exceptional employee: Jason from the Geek Squad. From the moment I walked in with what I knew would be a complicated return, the atmosphere at this location felt competent and welcoming -- something I've come to expect from this store. But what happened next elevated the experience into something altogether rare. Jason, a manager-level team member sporting the telltale black shirt, took charge of my request with a demeanor and expertise that were nothing short of remarkable. My return involved two separate orders, fragmented refunds, and items that needed to be updated and addressed in different systems. Anyone who's ever handled a layered return at a large retailer knows this isn't a five-minute fix -- but Jason never flinched. He approached the entire process with an ease and professionalism that made something complex feel seamless. But what truly set him apart wasn't just his technical mastery -- it was his poise and customer-first demeanor. At no point did I feel like a burden, rushed, or confused. In fact, while juggling my return, Jason simultaneously managed to assist three other customers at checkout without missing a beat. That level of multitasking -- paired with top-tier communication -- is something you simply don't see very often. And just when I thought the experience couldn't get better, Jason took the time to walk me through the benefits of the Total Tech membership. As someone who works in partnerships and national engagement every single day, I can confidently say: Jason is the kind of brand ambassador you want representing your company. His breakdown of the membership's value wasn't pushy or rehearsed -- it was informative, tailored, and rooted in a deep understanding of both the customer's needs and the brand's offering. I signed up on the spot. While my overall experience at this Best Buy location has always been positive -- professional staff, clean layout, and fair pricing -- Jason's level of expertise set a new benchmark. In comparison, many employees seem siloed in their knowledge -- TVs versus computers versus mobile -- which is understandable in a store with such wide inventory. But it does raise concerns when the default response is "someone else handles that." With Jason, there was no pass-the-buck attitude -- just proactive solutions and ownership. This man has reportedly been with the company for eight years, and I would argue he's not just an asset -- he's the standard. If he's not already running the store, he should be. His approach embodies everything customers hope for but rarely experience: knowledge, warmth, agility, and results. If Best Buy is serious about delivering elite customer service, Jason should be at the forefront of their training programs -- because what he delivered today was nothing short of retail excellence. P.S. I may be mistaken, but I believe I also saw Jason performing a security check at one point when I was working with David at the register, just something I observed, this guy is exceptional and I hope Best Buy treat them like he is. He's the type of representative, who provides an experience to the customer that would absolutely ensure the customer is loyal to Best Buy (especially the university Drive location) and I expect to return regularly (as a new home owner and overall new resident to Burlington, NC!) read more

Best Buy - The main entrance - Electronics Near Me - Burlington, North Carolina

I recently purchased an Ipad from this location. The sales kid told me if I applied for a Best Buy credit card I would receive 15% off, however when i looked at the receipt it was full price. When I asked about the 15% off he had to ask another associate and he said I would see it on my first credit card statement. Well I received my statement and nothing. I tried to call customer service but couldn't get a real person. I went to the store but was told this was a rewards credit and could not be used against the purchase. I didn't want this credit card but 15% was a lot on a $700 purchase. Still have not received my rewards credit. I plan to cancel the card and never will shop at Best Buy again. read more

Justin and Marcus had excellent customer service! We appreciated their help with product selection and will be returning soon for all of our electronic needs! read more

The lady working the register was absent and when I asked who can check me out, she had major attitude. Told me I didn't have a coupon and came in today and magically it was there. The rest of the crew were nice and helpful. I wish I didn't have to make a wasted trip because of the one that doesn't want to be there. read more

Subject: Formal Complaint Regarding Disrespectful and Unprofessional Conduct by Manager Lynett - Best Buy, University Drive, NC (July 27, 2025) Dear Best Buy Customer Service, I am writing to file a formal complaint about a deeply disturbing incident that occurred today, July 27, 2025, at your University Drive location in North Carolina. While shopping with my family for three TVs and a surround sound system, we were on the back right-side aisle near the TV displays. At that time, an employee approached and cranked up the volume on a large standalone JBL Bluetooth speaker to an extremely loud and uncomfortable level. The audio was not only ear-piercing but included inappropriate content that I do not believe is Best Buy-approved. The speaker was less than five feet from us. We were trying to compare products and speak with each other, but we couldn't hear anything over the booming music, and it was giving us headaches. I turned the speaker down in hopes of continuing our shopping peacefully. However, when I walked away to find a salesperson for assistance, the same employee turned the speaker up even louder. The volume was so extreme that my other child, who was in a completely different section of the store near the games and computers, could hear it clearly. I turned the speaker down again. That's when the employee approached me and said, "I told that kid that was with you not to touch my speaker." I calmly explained that I had turned it down and why. Her response was, "The same goes for you--don't touch my speaker." I asked her to please keep it off or at a reasonable level while we were shopping nearby. She refused and claimed, "This is giving music to the entire store; they need to hear it in the back. If you don't like it, move away." This was an obvious exaggeration and, frankly, unacceptable behavior--especially considering that there are already store-approved speakers mounted by the entrance that play approved content at appropriate volume levels. I visit this store frequently and have never experienced an issue like this. When I again turned the speaker off due to how much it was bothering us, she responded aggressively, stating, "You don't tell me what to do," and continued yelling across the store--even after walking away--to voice her opinion about me in front of other employees and customers. She made a spectacle out of the situation, mocking me loudly from about 50 feet away. When I went to the front of the store to ask for a manager, she laughed and said, "I am the manager, now what?" holding out her hand sarcastically as if expecting a handshake after the way she had treated us. She repeatedly overtalked me, made no attempt to de-escalate, and showed zero remorse for the disrespect and disruption she caused. Her behavior only escalated further when she said, "Do you think I care?" and promised to crank the speaker back up once I left. She refused to give me her name. I had to ask another employee, who told me her name is Lynett. To be treated this way as a longtime customer--and as a 28-year U.S. military veteran--was beyond reprehensible. I have never witnessed an employee behave so aggressively, unprofessionally, or disrespectfully toward a customer or their family, let alone one who claims to be a manager. Her actions were not only uncalled for but potentially harmful to others in the store, especially those with sensitivity to loud sounds. I have photos of the speaker and its location from the store entrance and encourage you to review the security footage from this date and time. It will show the entire incident and demonstrate how unprofessional and inappropriate her conduct was. I respectfully ask that this incident be investigated thoroughly. I would like to be contacted within 2-3 business days regarding what actions will be taken--whether retraining, disciplinary measures, or any other corrective action you deem appropriate. If I do not hear back from your team within that time, I will consider sharing this experience publicly through social media and local news, as it involves a serious lapse in customer treatment and management behavior. Please note: North Carolina law only requires one-party consent for recording conversations, and I reserve all rights to document this incident as necessary. Sincerely, Very concerned customer read more

This is not really a review of the employees of this store. Many of them are excellent people and conscientious. This is a review of Best Buys customer service system - useless. I have made many purchases over the years from this store, and normally things go smoothly with deliveries and installations. Not so much. the Burlington store has subcontracted their deliveries and installation to a company that hires idiots. I mean very dumb people who have very little knowledge or training. They have sub contracted the work that was done is the past by Geek Squad employees. Never had a problem with installations made by the geek squad. They are well trained, efficient, knowledgeable, and not stupid or stoned. The customer support system is off shore and useless. If your installation is handled by geek squad members, you are good to go. If not they will send the village idiot. And if something goes wrong. Good luck getting it resolved. The details of my experience are irrelevant other than to say getting anything corrected requires a trip to the store, because the off shore customer service really has no desire or power to assist you. Best Buy is not always the best deal in town, but I have gone to them first because of reliable service and ease of arranging deliveries and installatioN. That benefit has evaporated. So, now I guess I will go somewhere else, pay less and have to make the installation arrangements myself. Best But has removed one of the two reason I shopped at Best Buy. read more

Best Buy's Geek Squad has taken advantage of my 72-year-old elderly mother and stolen her money from her and will not refund nor perform the services. DO NOT LET YOUR FAMILY BE TAKEN ADVANTAGE OF AT THIS LOCATION! read more

We wanted a Samsung OLED tv and I saw online that it was on sale. The website said deal ends Dec 30th so we went to purchase one on Dec 30th and the price was higher. They said our sales end every Sunday, but Sunday was the 29th. I had a screenshot but they said they don't go off screenshots because they can be manipulated and then said the sale ends at 11:59 on the 29th. I feel like it should be more clear as to when the sale expires. read more

I came in here late Saturday evening looking for an iPad . The service was abysmal. He acted really stand offish and not helpful at all. I was looking for open box or refurbished... the open box was only $30 dollars less than a new one. Not work it at all. Do better Best Buy!! read more

Bestbuy for online phone sales. Was told multiple times NO ACTIVATION FEE from rep, got to store was told since online dept made sale advised me wrong, to activate phone and call BestBuy cust serv for refund and gave me the cust serv number! Days of transferring me from one dept to another, multiple lies and cover ups, referred to CEO and was offered BESTBUY gift card but no refund. Rudest, insulting and lying company I have ever spoken with. They kept saying it was a miscommunication. Was not it was an absolute lie to make an online sale and their administration supported the lies. read more

I wish to warn any current and future customers of the absolute poor coomunication skills of this company! getting things that are wrong with your account,fixed, is next to impossible! They love to pass you off to another deprtment because they can't answer the question, then their next excuse , if you corner them on their excuses, they will tell you that they have two different departments with the same heading, but no one is at the other department and you will have to call that department. But they know that no one is there to answer so they make you call another phone number. Believe me they will delay you, pass you off to another department and answer your question with a buch of jargon that has nothing to do with what you are trying to fix. Been trying to fix two fraudlant charges on my account, dozens of calls, two months in process and still no results. Not to mention the dozens of people I have talked to read more

Great Products Selection, Service & Support. I've bought Appliance, Audio, Computer, Printer, Phone & Video equipment at Best Buy. I wish to recognize Taylor H. for her friendly & helpful assistance with my Total Tech Membership. In this age of Hi-Tech, peace of mind & quality service are just as important as our Hi-Tech Products. Thanks Taylor & to the Best Buy Team. Mustang USMC Retired & Owner of Red Cross Daylily Farm. read more

Great selection of all kinds of things! Appliances to computers and phones and everything tech related in between. Its hard to choose what you want because you usually have so many options which is awesome!. The store employee told me to put my camera away so I'm not going to be uploading any photos. BestBuy is a private business so they reserve the right to tell you to put your camera away. The only reason for the 4 star and not 5 is that they do have several more rude employees than your average best buy. But don't get me wrong! The bulk of the team is still great despite the ones that aren't. I've had good and bad experiences here but overall, mostly all good. read more

I want to give huge props to both Markus and Zion in the phone service area. They were friendly, responsive, and concise in answering my questions. Meanwhile, I had an appointment with the Geek Squad at 12:20pm. I arrived on time but while a young man worked with two women, a young woman sat at her desk and didn't speak to me. I inquired of the young man if he would be awhile and if I might walk around and return. I did so. Twenty minutes later the young woman, Kurstie finally asked if she could help me. She was curt, did not smile once, and then told me there was a lot of paperwork and tests she'd need to do. Not helpful. read more

Customer service is clearly the last thing on their mind. The woman with reindeer antlers and a geek squad shirt on was beyond rude today. When asked about the smart keyboard case for an iPad Air, she was confused when I said it was an iPad Air and that they come in only one size. She tried to argue about the size and was clearly unknowledgeable about simple Apple products. Then, when I was looking at the other cases and ensuring all pieces were in the box, she rudely came over and said don't open and touch these cases. Clearly, the boxes are made for the consumer to open and look at the products but she wanted to act like she had authority. Coaching and development are clearly needed for the associates on how to speak to customers. read more

This review is for Kyle Bevins, who went out of his want to help me. I didn't have an appointment, his shift was ending, and I was asking him to do something that a Best Buy in California couldn't do. Kyle got it done. My computer broke and was brought to a BB in CA. Problem was, we were leaving on a trip for several months. The computer, which got fixed, did not come back in time. The CA store said they could not hold it more than 90 days, nor could they ship it, nor could they send in to a different BB. In short, there was no solution except to... just not have a computer anymore. Too bad for me! Enter Kyle in Vermont. He spent time getting the computer sent to Vt and a week or so later I had it back. Yay! I owe ya a few beers, Kyle! read more

Jason in Geek Squad doesn't know how to find his own store policy and is extremely rude to customers. Slow checkout process, employees don't know their own store policy or where to find it (after working there for 6 years, yikes), and they pride themselves on being right even when they are wrong! I would never recommend shopping here to anyone. Customer service seems to be a lost art at this location. read more

We purchased a computer from Best Buy Aug 2022 and have had to go back three times since then because the computer stops working. When we purchased the computer the sales associate sold us the total protection plan, telling us it covered everything. That is not the case. I guess you could call it bait and switch. When we took it back this last time last week they charged us to repair the computer even though we pay an annual fee for this so called total protection plan. I would stay away from Best Buy! My poor soon. Saved his money to buy a computer for college and was sold a piece of junk. read more

I noticed my computer was missing a minuscule bolt from the bottom shell. I came to Best Buy and the geek squad guys replaced my missing bolt for free! Very pleasant experience. The employees are as nice as can be :) read more

Everyone was very helpful yesterday. I did want to get an IPad but due to the carrier I have I wasn't able to activate it so I just got the AirPod Pros. Also, they had the Arlo security camera which saved me a trip to Walmart and it was cheaper. I also wanted an elite Xbox controller but they were out of stock. read more

Had an appointment to replace my phone battery at the Geek Squad bar , and they were plentiful with staff , and all of them were very friendly. Took around an hour total from the processing to getting my phone back. Took a walk around , a few employees came up to me and asked if I needed any assistance. Disregard those pictures you see- if you're a bad customer you will be asked to leave. Simple as that. Thanks Best Buy! Will be coming back for my tech needs. read more

Walked in ready to buy three items. I was not approached by one person who worked there. I felt as though I was being ignored so I left. I will definitely make my purchase elsewhere. read more

Staff was very unknowledgeable on protocol for pre orders. Called the service center and got a different answer, when going to the store no floor staff knew so a manager was called. Manager then said he "couldn't do anything because they don't listen to me" and told us to leave or the cops will be called? I just wanted an answer.... But OK Wouldn't recommend if you are looking to do pre orders or anything at this location. read more

Only giving the extra stars for the girl in front who was trying to help. I have a 2010 MacBook Pro and needed a new charger. We were given the wrong charger the first time, so we went back and returned it. After we asked for the specific charger I needed they said they didn't carry it and I'd have to order on Amazon. Well, I contacted Apple to triple check the charger I needed, and low and behold, they had it in stock at Best Buy. I placed an online order and did curbside pickup. It's annoying to drive back and forth to the store especially with these gas prices. read more

There should be an option not to give a star. I had an appointment today at best buy to get some files backup and put on another computer. The young lady did not know anything and I could tell. I was very upset because I schedule the appointment the week prior and explained what I needed done. The gentleman who was also behind the counter name BRAD decided he would offer his assistance and stated I need a license to put it on my new desktop. I purchased this desktop from best buy and I did not need a license so I told him he did not understand what I was trying to say . He gets upset because I say the young lady did not know what I was talking about and tells me I can leave. I then say so I need to leave because I am telling the truth. He said he did not like that I had an attitude. Who would not be upset when they took two computers down and explained the week prior what needed to be done and some one say we can't do it. They never even turned my computer on to see what needed to be done. I then asked for the manager and he (BRAD) told me that he was not going to get the manager and to find someone to get the manager. I went to look for someone to help me and a store clerk went to get the manager. Brad in the mean time took the liberty to take my computer and sit it on the floor near the front door which he had no right to do. At this moment I went to get my cart because my desk top was in there and he aggressively was almost fighting with me over MY CART that had my personal items in it. with me over my cart. At this moment I told him he did not have a right to touch my S--T. The manager comes to the front BRAD runs over there and tell him I called the young lady a BIT-- WHICH I DID NOT!! I am truly upset that the manager believe this employee saying I called this young lady a name. I even told the manger to pull the camera and see if I called her a name. The manager did not asked what happened he took BRAD's word I explained to him that he did not even ask me what happened. His comment to me was that he has known BRAD longer. What does that have to do with anything? I question the manager CHRIS TUCKER that means he does not lie? Well I explained that he had no business sitting my computer on the floor. I asked for corporate number I left the store and before I got home realized in the mist of all of this my keyboard was still at the store. I went back to the store to get my keyboard the clerk at the front told me to go ahead and get it. I asked for my keyboard and the young lady gave me the TRASH CAN to get it out of I could not believe they put my keyboard in the trashcan. I took a picture of BRAD so that everyone would know that the best buy in ALAMANCE Crossing are RACIST all three where WHITE AND VERY DISRESPECTFUL. Once I got the keyboard and BRAD seen me take the picture he calls I guess his MANAGER CHRIS TUCKER and follows me as I am walking out of the store screaming GET OUT, GET OUT, now I was already leaving with my keyboard. I think he just wanted to make a seen as I am walking to my car he screams " I BET YOU DON'T have the guts to wait for the police. I say I will wait he says you are trespassing.. It amazes me how WHITE people immediately wants to call the police on BLACK People for nothing. He is apart of the management staff as well unbelievable. I am going to take this higher and I will post BRAD's PICTURE as well every where so all BLACKS know what a RACIST looks like. I would like the add that the police officer was very kind and did apologies for my experience and he does not even work for Best Buy. I of course can not go back there but I would not trust them to fix my computer now anyway. I am truly disappointed in BEST BUY for the management team. Please make this go viral on TWITTER. read more

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I had both an excellent and a horrible experience with this Best Buy location. I had an online order pick-up for my elderly grandfather, the man working at online pick-up station (did not ask his name but he was African-American with dread-lock hair) was not only unhelpful but really unnecessarily rude. He told me that it was impossible to cancel my order than I had to wait 5 days for the order pickup to time out, reiterated multiple times that "that ain't me" referring to my grandfather's ID and bank card. Total mistake on my part for not listing myself as the pick-up person so I asked for the item number in hopes of just purchasing another and cancelling my original order later. He wrote a number down and handed me the paper without looking at me or responding to my thanks. My second interaction was with a very helpful man named Wes. He saw that the item I needed was out of stock. I had secured the last one in the store with my online order. I told him my situation and he quickly retrieved my order, cancelled it on the spot and I was able to re-pay and leave the store with my intended purchase in less than 5 minutes. It was clearly possible to cancel my order. The first employee that I interacted with clearly did not give much effort to this customer experience, which is unfortunate for your Yelp star review. Wes, thanks man, people like you make me appreciate customer service workers. read more

On 11/24 I left a review for the horrible Black Friday experience. I went home and emailed Customer Care. On 11/25 I received an email from one of the managers, Brandon, apologizing for the incident and for me to give him my address so he would overnight me a gift card. I had to go to the store on 12/4 since it still had not arrived. He wouldn't even come out of the office when they paged him. He sent another manager. DONE WITH BEST BUY FOREVER read more

Lots of employees standing around but nobody working apparently. Went in for a toner cartridge, couldn't find anyone who know where it was, had to find it myself. Waited in line for 15 minutes because the employees were too busy to have more than one cash register working. read more

I came in last month to get a SIM Card for my laptop. Not only did the person who helped me tell me that my laptop is not SIM card compatible, which it completely is. He sold me a mobile hotspot instead. I asked him if he would install it in my laptop because I was none the wiser. He had the laptop for way too long for me. After I bought my laptop home, all of my passwords were changed from my Microsoft account, my gmail, my you tube, spotify, Gaia App was completely removed. I was only able to use the Monile Hotspot for about four days then my laptop completely rejected it, and I am no longer able to go private. My VPN will not connect and I had not had these problems before I allowed him access to the machine. I tried to contact Best Buy on countless occasions but no avail. I am thankful that I never will shop at Best Buy again. read more

Drove here from mebane to buy a Nikon camera. I was looking while waiting for someone to ask if I needed help for about 20 minutes. A few different people walked by, the first couple were rushing right past me so I figured they were busy. The last one I said excuse me. When they didn't respond I said it louder. Still no response lol I ended up calling the store while standing in the camera section someone answered and they said they would send someone when they become available. I waited another 10 minutes before leaving. On my way out I saw not one but two employees on their phones just standing there. I went to the Durham store on 15 501 and spend my $1000 there. The guy was extremely nice and helpful read more

Ok smart guy at Best Buy. Your sign clearly states that a customer can make an appointment online or go to front desk. Please note that there is a difference between 'and' and 'or'. If you say or it means that you can do either. It worked out for us as we went to Conn's and not only purchased the TV we were interested in but a few other things. Big mistake smart guy. read more

Awesome people in the geek squad! Kyla and Justin are amazing! Decent deals on mobile phones and great protection plans on them...but customer service otherwise kind of sucks. People don't know as much as they should about the products they are selling. Their cashiers and front end people are rude and disrespectful. I was in there on Black Friday and the guy shoved the sales ad in my face and said very rudely "can you read this?" Totally upset me!!! His name was Ferby...so beware! read more

Staff is always friendly. They aren't one of the larger stores and may not have some ofnthe top-of-the-line items, but the staff always offers to order for you. read more

After a VERY unsatisfactory installation experience with installation. It was so non-customer oriented, I am all but speechless. William (the installer) never spoke a word to me, never asked for any user specific information, much less the simple pleasantries of 'hi..how you doing?' When I go home, it was discovery time and I found out I need a USB connection. OK. Totally pissed now. I called the store, got a manager, and was told (via the installer), there is a USB connector in my GLOVE COMPARTMENT!!!!!!!!!!!!!! Who would have thunk it? In the stinking glove compartment! Still don't know if the GPS (Note 4) will show on the screen from my cellphone but I am not done yet. Let's hope for the best. My son asked me why I had Best Buy do the installation. I have no good answer, but it won't happen again. For sure. read more

Best variety of electronics. Staff is nice and educated. Quality of products are great!!!! I can find more options phones, electronics, and more at this location!!!!!! read more

KT was my sales person. He was professional, knowledgeable, kind and went above and beyond to get me the best pricing on appliances. I am very pleased with my purchase and service. read more

Where else would one buy all their gadgets, dvds, music, televisions, etc from? Best Buy of course. This is the first Best Buy in Burlington and is sort of small when compared to the other stores in Greensboro. I have found that the employees are very helpful and knowledgeable about the products in their areas. When a product is not available on the shelf they are quick to help you navigate their website and order it for you in store. read more

Friendly, professional, and knowledgeable employees. Bought a PC and TV in the last 2 months and both good experiences. Love the Geek Squad!! read more

Typical Best Buy. Some of the folks are friendly but you've got to run them down to get any help. Prices are okay, but nothing great unless they're closing out something. Average parking, but the access is bad with a poorly designed intersection and entrance to the shopping center. Location is good since it's just off exit 140 at I-40. read more

I wanted to say that this BestBuy location really came through in fixing a messed up order that the Durham store processed incorrectly for me on a new 60 inch television and had transportation issues when picking it up here in Burlington. Basically, you need to take advantage of their free delivery or have a vehicle where the new TV can stand upright. Both April and David were very nice and went above and beyond to made the transaction happen and pleasant to deal with during the hour visit at their store. They both deserve some recognition for their customer service and making the out of area delivery happen! read more