Missed Deliveries, No Ownership, and a Refund That Should Have Been Simple I'm leaving this review to document an experience that was far more difficult than it should ever have been. I purchased a KitchenAid dishwasher from Best Buy in Charlottesville for roughly $1,000, including installation. The store missed multiple scheduled delivery dates. Eventually, I was told the appliance could not be obtained and that the purchase would be refunded. At that point, the transaction should have ended. Instead, the refund process became complicated and poorly handled, ultimately involving billing and collection issues with Best Buy's credit card partner. What stood out most at the store level was accountability. Front-line employees were polite and tried to help. However, as I attempted to escalate within the store, the opposite of what you'd expect happened: the more senior the management level, the harder it became to get anyone to engage directly or take ownership of the problem. The issue was not resolved at the store and required escalation well beyond this location. This review isn't about one missed delivery -- things happen. It's about the lack of follow-through, ownership, and problem resolution when something goes wrong. For a major appliance purchase, that's concerning. Ultimately, the matter was resolved elsewhere, but the store lost my trust in the process. I'm leaving two stars because staff were courteous, but I would not purchase a major appliance from this location again. read more

Outstanding service by the manager Mike and his staff. I had an issue and he resolved it be patient with them as they have a lot of young adults learning but Mike is on top of it keep up the great work read more

Recently I had the pleasure of working with a gentleman named Mike at the Charlottesville, Va. Store. He was very thorough and really helped me. I had gone back and forth 3-4 times because I am not very computer comfortable. He was very patient with me. He does deserve the 5 star rating. Thanks, Vicki read more

Website and service are very inconsistent. Tried to buy a laptop however specs are listed differently in the description and the body of the item. When I tried to ask an agent they gave me a new set of specs for the model I was looking at then "double checked" they were correct. After making the purchase their agent suddenly had misspoke about the specs. read more

See all

The service is literally trash. When I walked in there was a gaggle of associates standing around no one greeted me or was around the store. After about 10 minutes I decided to just go to the check out instead and get the headphones I wanted. As I walked that way the gaggle of associates finally split apart and one asked if I needed help. I stated no I didn't want to interrupt their talking. When I got to the checkout the associate was very nice and helpful. I have had these AirPods for less than a month and they literally are terrible. I bought the same exact pair I had before and they glitch constantly, etc. read more

No Customer service. Employees talking to employees rather than assisting customers. Employees don't seem to know the products they're selling. read more

Best Buy has a history of being an overpriced, bloatware store with a terrible return policy, and poor customer service, despite what their slick marketing campaigns tried to brainwash the public about their ill-trained and ill-informed Geek Squad. However, somebody at corporate headquarters noticed the plethora of brick and mortar retailers going belly-up over the past 15 years; like how could you NOT notice this trend?? Enter the new customer oriented Best Buy business philosophy! Yes, sometimes the customer is wrong, but treating them that way will get you 2 cents and a one-way trip to bankruptcy. Following on the heals of so many businesses who tried and failed to implement a subscription model over the past 20 years, Best Buy actually came up with a quasi-Amazon-like subscription that actually works! It's called the TotalTech Membership. For about the same price as an annual Amazon Prime subscription, you can buy appliances, computing equipment, TVs, headphones, car stereos, fan, AC units, etc. and return with a no questions asked for 3-months!! AND if anything breaks for the first 2-years after purchase you can return and exchange it at Best Buy at no cost, no questions asked!! Any equipment that requires a delivery service, such as a refrigerator, etc., is also a covered cost. Additionally, once the 2-year return-for-exchange period ends, they offer an additional coverage period for about $3-4 per month per unit, such as an appliance. Though there is an annual subscription cost to the consumer, this program makes Best Buy a top-of-the-line choice for making major purchases, i.e. refrigerators, stoves, laptops, desktops, go pro cameras, car stereos, computers, TVs, you name it, it is covered under the TotalTech return/exchange policy. Reliable delivery, where the items arrive undamaged, sometimes takes extra time because there are so few companies who actually can competently do this now, so do not purchase with a rushed delivery date in mind. I've had 5 major appliance purchase with deliveries and have not had any issues. There was one appliance that was damaged during delivery and the delivery crew immediately ordered a replacement unit and swapped appliances about a week later, so you can't fuss when a mistake is made and then fixed by the store all on their own, without any complaining from the customer. These days, most Best Buy prices are only somewhat competitive with other retailers and even Amazon, but the TotalTech membership is a MUST if you want a true, no-hassle return/exchange experience. To me, this is the ONLY reason Best Buy is still in business, when so many other stores have gone belly up! read more

Cancellation is not an option. I reached out immediately after placing the order. I will give a zero rating for this experience if it's not resolved. I've ordered several items using my new address, so reverting to my old address must be a system issue on your side. Please correct this immediately. read more

I bought a washing machine and it wouldn't work. Received it with a huge dent in the front which I received a 100 dollar refund. Refused to take it back as it was past the fifteen days. It would always stop before the spin cycle and made a noice one could hear outside the house. Samsung came out after numerous calls and it turns out that the installers left the under packing and styrophome under it which caused the machine to stop before the spin cycle. There is more to write about their unhelpfulness but just be aware before you purchase anything from them! read more

Picked up a curbside order today. Got it home an hour away and the tv is cracked. Took it back per customer service instructions and Jimbo and store manager Will-who was too busy to come out of hiding are allegedly running a scam on customers. Jimbo told me that all his curbside associates tell us customers to not lay the tv flat during transit...or it voids your warranty....well his associates NEVER said anything resembling that to me. After Jimbo kept trying to gaslight me that his associates inform everyone of this key warranty information and I repeatedly asked for the store manager to speak to me...I went through the store hollering for Will to come out....I now think Will doesn't exist or was too scared to come speak to a woman... dont worry Jimbo, $500 won't break me but I will make certain home office knows of your made up "tail light policy". Boycott this store. I wasnt the only one given the run around about a return. I witnessed another minority told they should have called for customer service on a tv they brought in because it had a line through its screen as well. Best Buy Charlottesville is making their own return policy up and it will be the last penny they see of mine...I hope this review helps at least one shopper save the headache and shop elsewhere. read more

Bought some stuff, scheduled delivery and installation and waited. They pull a no call, no show and won't reschedule for more than two weeks so it'll be over a month before I get my stuff. read more

I went to buy a new pair of headphones recently, and the customer service was sub-par. I had an associate ask me 5 times if I wanted a credit card, and I understand they have to sell them, but I thought the first 2 times I said no may be enough. At checkout, I was offered a Best Buy membership for $50, and when I said I didn't want it (again, multiple times), it still ended up on the transaction. I will be shopping elsewhere from now on. read more

I wasted over an hour this morning trying to contact Best Buy, Charlottesville. They told me they were open 9-9, M-F, and it was Wed, 12/13/23. I braved the totally incompetent AI voice answering machine at 9:30 only to be told that I should call back during business hours. I was trying to get my iPhone battery replaced. I gave up and took my phone to the Mr Fix store on the downtown mall near the Post Office. It is a one-man shop so I was at the mercy of drop-in 'customers' who required that the employee guard the inventory from would-be shop-lifters. It took ~30 minutes. The employee was courteous and apologetic. The phone is charging now. Time will tell if the replacement was the right diagnosis. read more

We have had issues with an LG microwave. In less than three months, we have gone through two of them. We bought the third microwave in Charlottesville. The employees seemed busy. The person who rang up the microwave was in such a hurry that he brought the wrong model. My husband caught the mistake on the receipt. The employee apologized and got the correct model. The employee politely dismissed me while I was talking to him. I spoke to a manager, who assured us that the employee was decent but probably exhausted. He said that wasn't an excuse but we should give the store a chance. I can appreciate being tired but we weren't fully focused on while the employee helped us. It was challenging to get the attention of other employees in the store, even if they weren't helping other customers. The manager told us that we could get the original sale price on the microwave since the price had increased. That was a nice gesture. Bonus points for the Santa hats worn by the staff. read more

Terrible Delivery Service! Would rate it lower than 1 star if could. Very poor Customer Service - When you purchase an expensive appliance making that purchase based on the fact that it could be delivered on a Saturday only to find out late on Friday that the item will not be delivered the next day. No call, no apology. I had to run down the delivery personnel to find that they must have made an error. Now told it will be delivered on Monday, anytime from 7:00 am -7:00 pm. The woman on the delivery team made it sound like she was doing me the favor by delivering on a Monday. No apology or reason for the error. She couldn't understand why I was upset about having to take a full day off work, with no notice to my company, to sit at home and wait for their call/delivery. And guess what? I'm paying for this poor delivery service! No more referrals from my company's relocation department to clients who are new homeowners and require appliances. read more

I purchased speakers and an amplifier for my car from another company and had them installed here at Best Buy. Braden did an outstanding job. He set the expectation at the beginning of the day, letting me know the install would probably take a bit longer than the six hour window, which was fine. He called me a couple of times throughout the day to give me updates, and he was very informative. He let me know later in the day that a plastic piece on the driver's side cracked, which is pretty common in these cars and that he'd already ordered the replacement part. I was BLOWN away by his professionalism and his having resolved this already. He apologized profusely, but I told him it was ok and I was grateful he'd resolve it already. It's just a car, and things break (I also told him that we old people say "They just don't make 'em like they used to!") I'd decided to take my daily walk and just wait there while he finished (he said it may be close to 6 when he was done.) Imagine my surprise when I had 20 minutes left in my walk and Braden called to let me know my car would be done at 5:30, which was estimated arrival time. I've been in customer service in various industries my entire adult life. Braden's professionalism, courtesy, and communication is unmatched. 10/10 would recommend. read more

It just a matter of time before Best Buy will be following behind Sears and Kmart. It's absolutely crazy to watch the way they operate. Our last experience will be the last time we ever shop there. We ordered a TV on line. Even though the store opens at 10 you can't pick your order up until 11. We walk in the store and was told by 3 different associates to go to someone else. Wait in line then told to stand to the side while they ring up other customers. It's like watching a train wreck. We were so happy to finally get our TV and leave. Never to return again. read more

In the ongoing struggle of Corporate America vs. the Little Guy, a new voice emerges: Kat. I'll come back to her in a minute. Aside from having become the echoey, sanitary electronics meatmarket of our generation, Best Buy - like many of its other locations - just doesn't really get its customer care. First, the good: I was asked a number of times if I needed help. I declined all requests, but really - how hard is it to provide a compact-flash memory card for customers? everything was SD, everywhere. At a different visit, we had terrific service in the TV department where Mike was a big help. Make sure to ask for him when you're there. Now the bad reviews. I know, I know... it's holiday-crazy and folks are crazed, so I should cut the staff some slack and not worry too much. That's just it: the staff should be at the top of their game around now, and my check-out gal Kat was definitely not there. Check-out folks are the least understood animal of the retail experience. They send us on our way and are the last taste we have of the retail culture. And Kat should have had training with that in mind. Instead... She was working way too fast, and was curt and rude; she rushed us through the initial part of our transaction before I could tell her my father and I were paying for things separately. When I asked her about my RewardZone membership, she snipped, "I'm pretty sure I asked you that in the beginning." When I told her she hadn't, she said, "yeah, I did. you can do it online," and handed me the receipt. After that, she was huffy and rude and handed me the second receipt without saying thank-you. Seriously? I've come to expect treatment like this in stores, but c'mon - what happened to the customer's always right? I'd settle for part of the time, actually, but it seems in Kat's world we're just cattle she's moving through. I'm writing this review so that she'll get training and that BestBuy will wake up and, at least at this location, step it up with two weeks to go in the holiday season. The selection is three stars; the check-out so bad that it takes it into negative territory. Hence my rating... read more

Truly disappointing experience. I waited in the "Walk In Service" line for 15-minutes while the Tech artfully avoided making eye contact, only to be informed all services required an appointment. What the heck? Thus, I'd rather buy a new computer elsewhere than have my laptop repaired at Best Buy. read more

I bought a dryer on sale Arranged for it to be delivered. Waited all day for the delivery. Called the store. They said it was found to be scratched (even tho they come in a box) and the driver took it back to the store. I was told to reorder it. No one called me all day while I waited for my dryer. Cancelled order and bought one at Lowe's. read more

The store has a nice atmosphere customer service is friendly and they had a vast selection of tech in the store.

I went to Best Buy to have a wireless automatic starter put on my car. I was given an appointment for the installation within 2 weeks. Mike greeted me and began the work on the car sooner than scheduled and it took less time than anticipated. When finished he thoroughly explained how it worked and had me try all the different options associated with it. All in all it was a great experience. Thanks Mike! read more

no customer service, can't get help to ask about products. waited and could see a couple also had questions and nobody to answer. after the couple decided to just leave I went up front and asked for assistance and told I would be helped soon. the store was almost empty so there was no reason for the long wait. Finally after nobody ever showing up I went back upfront and tried to be cool headed about it. I told the guy who I had asked for assistance that I was leaving that this was ridiculous and that it was not personal at all but he can let the manager know they lost a sale and the reason why. I really was not mad at the door greeter , even though he didn't ask if he could help or even try again to get anyone. I put the blame on Best Buy for being so greedy, if emplyees were paid more there may be more in the store . who wants to run around all day in your feet and can't pay your basic bills I can't say I blame retail workers. I'll be buying from elsewhere along with all my other electronics from now on and we have a long history with Best Buy but we're done. read more

I went to Best Buy to order a washer and dryer to be delivered to my new house. We ordered the wrong dryer so the drivers "claimed" they were going to call customer service and exchange it. They told me I would get an updated email by the end of the day. After I didn't receive and emailed I called customer service where there was no exchange made. After being on the phone with them for an hour we had our delivery date and the drivers were to call when they were an hour out so I could leave work. The drivers called me when they were in my driveway not leaving me enough time to leave work and they would not wait. I had to reschedule. AGAIN after being on the phone for over an hour I made my appointment and took off work. The morning of the appointment I got an email saying it was cancelled. I now don't know when I will be receiving this dryer that was very expensive. read more

Stay away from this store. Employees can be helpful, but managers seem like they choose a bad attitude is the way to go every morning.

Had iphone8 battery replaced with geek squad at best buy. during the replace procedure phone caught on fire destroying the vibration function and effecting the home button function. I was told my phone would be replaced free of charged with another iphone8; that was in mid September. On Oct 2 I received a call from geek squad stating that I should receive the phone on October 5. Today Oct. 13th I placed a call to geek squad and inquired about the replacement; They stated that there is no record of a replacement being ordered. I have made three trips to best buy/geek squad each being 90 miles for appointments that were made and I will not do it again. read more

We have supported Best Buy for years and so I was surprised when I had such bad service at the help desk today. I bought a computer from them less than 2 years ago and they told me that it would take 2-4 weeks to get it fixed. And they do not provide loaners or do not seem at all concerned that that is an extreme long time for someone who runs a business. The man was very rude and told me "he wasn't even supposed to help walk-ins" when I waited 30 minutes to talk with him. Every single person in the line was a walk in. What a dumb thing to say. You help customers - that's the job. We have bought countless TVs, computers, etc from Best Buy and will think twice before doing it again. read more

Have made multiple visits to the store recently. In all cases, have left the store disappointed as a consumer. The reasons have varied. First, inventory is limited. Little choice. Better selection shopping online. Second, help is limited. Too many people waiting to speak with the limited number of Best Buy team members. Third, customer service and store management has made little effort to troubleshoot and/or provide quality service during my store visits. I try to support CVille businesses - yet increasingly am having to turn elsewhere. Very sad. read more

Haven't had any poor experiences here. The employees are generally helpful and they have a great selection of products. Their price match policy makes it easy to get the best deal on items and I've found they have a no-hassle return process if something doesn't work out. read more

I recently picked up my laptop from the Geek Squad but didn't receive the best customer service. I was not greeted by the employee at their desk and he continued to type away without acknowledging me. After a good 4-5 minutes, he looked up and said "Do you have an appointment?". I told him I was just here to pick up my laptop. Another employee came out and helped me. I didn't catch his name but he was very nice and helpful. That was Friday. I had to return this morning with some questions and was met by a very friendly man upfront who directed me to Cory. Cory was so helpful, nice, and personable. He is a great reflection of what the Geek Squad should be. He knew what he was talking about and he gave me suggestions for minor things that could and do happen to Macs. He also had great conversation. Thank you Cory! read more

So this one review is mostly due to Hunter, he had an upside down nametag and he certainly was an opposite land version of my previous best buy experience. If you're in for some sensible reason he's the guy you want. For context previously I had bought a tablet with cash that failed in a couple days. I didn't have a receipt but I had signed up for some sort of loyalty program and figured it was probably good enough. The people had apparently just lost all the forms I had filled out and refused to admit the fairly proprietary tablet I had came from them. They offered me my useless card back. I let them keep it. I was soured on best buy for years... But it just so happened that they had a killer deal on a laptop and I needed one to get myself back to piedmont. So I risked it. Boy was I sad when the monitor failed shortly after. I took it back they scanned it and I showed what was obviously a manufacturing defect. There was no trouble no argument nothing. He just made it work. Honestly I would probably be willing to wait for a day if he were not working the process went so smoothly, Hunter certainly earned my business back. read more

Very helpful and polite staff. Clean interior and exterior to the building. I gave 4 stars because they were out of a couple items I was looking for. Thanks for the assistance with searching for the items and giving me the option to order them. read more

Best Buy - Computers Near Me - Charlottesville, Virginia

I purchased a top of the line HP 2 in 1 computer. I share the Best Buy Rewards card with my husband whose email address is on the account. He received Best Buy emails containing details about the warranty for my new computer as well as a link for help setting up the computer - which he forwarded to me. However, NEITHER of the links work in the forwarded email! I called Best Buy and they essentially said - sorry - you can go to Geek squad and yes you have to pay!!! When I said no way - they said well go look at the HP site. We can't do anything for you!! We've been customers for over 30 years purchasing thousands of dollars worth of applicances for our rental units as well as our home. We really did expect better service. What do I want? Two emails with links that work!! Totally disapointed customer!!! read more

Perfectly fine Best Buy. However, The checkout takes forever. Endless questions about warranties and loyalty programs.

So this isn't really a review for this location but for the overall company. My gf called in to customer service and spoke to Will, he was very friendly and seemed genuinely to want to take care of us. After explaining our situation he decided to give us the collectors edition for only $100 plus tax. We did not ask for this but he went out of his way to turn our negative experience into a good one. Job well done Will. read more

I went to Best Buy today to purchase an SD card. After having the sales guy unlock the item from the display, he informed me he was to "escort" me to the purchase/check out. I really found this practice offensive, told him so and promptly left without the purchase. I choose to trade/spend my money, where there is mutual trust! read more

Brought my daughters ipad in to get fixed. It is still under warranty. They said it would be 4 to 6 wks because they had to send it off. I hadn't heard from them on the 6th week. So I went to check in it. They then told me I need an appointment to check on it. Made appointment which brought me to the 7th week. Guess what they gave the IPad away to a different person!!! We are in the 8th week and still haven't replaced it. How are they going to give someone your stuff without a re with and matching name or phone number is beyond me!! There is no excuse for this. read more

Absolutely awful experience! I went to this store on February 1, 2021, with an elderly friend who wanted to buy a nicer, new computer, monitor, and printer, at a cost of several thousand dollars. The sales process went fine, until we were ready to schedule an appointment with tech support (Geek Squad) to come to the elderly friend's home to set up the computer, install some special voice recognition software, etc. At that point we were told that there was "no one available" to do such set up until May, 2021, more than three months later. Really more than three months???? What kind of tech support is that? We had not yet left the store; therefore we told the salespeople that we wanted to cancel the order if no tech assistance was available within a few days. At that point, (after only 10 minutes) they checked and said that it was too late to cancel the purchase, it was already in the cue to be shipped and we would have to receive the shipment, then physically return the merchandise to the store. To add insult to injury, when FedEx delivered the $3,000+ in merchandise they were to get a signature from my friend as proof of delivery. Instead of bringing the valuable merchandise to my friend's apartment door, they left the boxes containing the computer, printer, etc in the lobby of the apartment building (on a different floor of the building) without a signature from anyone. Our text messages indicated that the shipment had been delivered, yet it was some hours before my friend located his new computer elsewhere in his apartment building. Terrible service from both Best Buy and FedEx!!!! All calls to the Charlottesville Best Buy Store go unanswered! I personally tried to call on nine different occasions over three days about all of the above. Never any answer! In frustration I tried to call the corporate offices of Best Buy to discuss this terrible experience. Again, even at the corporate level, no one answered the phone and the recording said that my "wait time" would be "approximately 42 minutes". No one from Best Buy or FedEx ever followed up! If customer support (Geek Squad) is important, I strongly suggest you check about the availability of such before making a purchase. read more

Decent prices. Worst customer service ever for special orders. There's always a problem, and they're not very nice or quick about fixing it. read more

Overall, this Best Buy store suffers from a severe lack of leadership, and it shows in how their employees interact with customers, as well as how much in disarray the store is constantly in. I do visit the store routinely - mainly, of course, whenever they simply have the best deal on something and I don't feel like ordering it online and paying for shipping. The store is poorly kept, has merchandise laying everywhere, video game section will have things completely a mess, and it's just generally clear that management doesn't care enough to keep up appearances. I haven't had any overly negative experiences with their customer service directly. However, I have frequently had to knock on back stocking doors in order to get an actual customer associate to come out of their cave and actually help customers. I know that they employ a lot of college kids from UVA here in town, but it'd be nice if they actually taught them that the customer is the reason that they have a job. Once there is a feasible alternative to Best Buy within Charlottesville, this store will undoubtedly go out of business. It clearly has terrible management, does not keep up its own appearance and organization, and its service associates are far from customer-focused. I'd recommend staying away, if you can at all avoid it. However, if you're like me and sometimes Best Buy just has a good price/good deal on something you can't find elsewhere, then just grit your teeth and get in and out as quickly as possible! read more