I'm 65 and not good with computers. Was given a laptop for Christmas from Best Buy. Messed something up, went in to the Martinsburg WV location. I was told I'd be charge $40 or I could buy 1 yr help for $178. I thought help was free? read more

I was continuing my holiday shopping at this location. With my recent visit to the one in Arlington I knew they were having a decent sale. Coming in here I already knew what I was going to grab, I just needed to get the layout of the store to get me to where I needed to go. Once I got my bearings I was on my way to saving me some cash. The only problem I had here was finding a free associate to open a case for me. It took me a while to track someone in the blue shirt down. When I finally did find someone, I had to wait a bit more. They were busy in here that day and I didn't mind the wait since I already knew what to get. After about ten minutes, I made my way to remind them that I was waiting. They came to the case, opened it up and we headed to a register to check out. Even though there were busy, the associate was pleasant and chit chatted with me while making my purchase. read more

I tried to return a product, staff tried to convince me I needed to buy their $60 annual membership to be able to return said item while I was still within my 15 day return window. Declined several times and suddenly I was able to return my product without issue. Workers likely told/forced to push sales for this but that doesn't make the store/chain any less dishonest. read more

Terrible Best Buy. Bought "Excellent" condition open box online and drove 1.5 hours one way to pick up only to find out wasn't even in Fair condition. It was literally bubble wrapped with no original documentation or packaging. Manager wouldn't even provide a discount off of a new model to make up for wasting over three hours of my time. read more

For two years, I have been paying for their total care package. And driving over an hour and a half to go to a Best Buy. I've spent well over $30,000 on electronics,three PCs multiple computer components TVs cell phones, game systems, controllers, vacuums iPads tablets. Washer and dryer. When I actually have one issue with an item. I came to their store and was told it's not covered under the total care package that I spend $179 a year on even though I was told every electronic item I buy there was covered under this package the manager at the store proceeded to tell me that this item doesn't count even though their online support and their tech support and everybody else that I have contacted said that all I had to do was to bring in the item and they would replace it. I have the receipt. I have the total care package, but no more. I will never go back here. Micro Center I guess it's my money. read more

I tried this best buy one more time. Needed a laptop computer quick. Waited 15 minutes to get help and no luck. Went to Target and bought a laptop. The guy bob saw me and asked if I wanted help. Done with best buy. read more

In my experience, the employees here are always super friendly and very helpful. If they don't have what you need or want, they will most certainly order it for you. read more

Review of Geek Squad: Not worth shit. Only reason I have two stars is because I know Best Buy is more than the some of its parts but Geek Squad (GS) is WORTHLESS. I brought a laptop in with unknown damage but slightly assumed water damage. I made an appointment online and arrived on time. The GS member plugged in the laptop, put his ear to the laptop front and mumbled that it "could be" this or that but I have to send the laptop in for a non refundable $85.00 to be sure of what's wrong ... he said they may or may not be able to diagnose the issue and I could lose hard drive info if I don't back it up with them first ... for another $200. (Though he said he would be willing to do it for $100.) This $285 was without even giving me a shred of idea what was wrong.. or how badly damaged the device was. So, I went to POTOMAC TRADING co less than 20 minutes away in Shepherdstown - who will be receiving a 5-star review as soon as I'm done with this one. They took my laptop in immediately, checked it out - and I mean they took it apart, they didn't just put an ear to it - and within 30 minutes they discovered there was slight water damage to the Ram 4 drive. They ordered the part and $75 later (total including labor, the part and diagnosis) I am on my way to a repaired laptop. Thank you for nothing Geek Squad! Glad there are still small shops with real customer service beyond the fallacy of conglomerate chains in the form of big business! read more

They are always helpful at this store and the warranties are terrific. I never buy warranties from anywhere but here. They recently spent a lot of time with me showing me laptops just so I could order from my husbands company knowing I wasn't going to purchase there. The geeks here are also awesome. read more

Best Buy - Electronics Near Me - Martinsburg, West Virginia

Loved these girls. The item I was looking for was in stock. They helped me with information I didn't know. Truly grateful they were there to help me. read more

Best Buy - Electronics Near Me - Martinsburg, West Virginia

Arguably one of the worst companies I've ever dealt with regarding "customer service." Yes, I understand the Covid has created some real problems in the supply chain, but their inability to work with a customer is stunningly bad. Half the problem is that their "customer service" departments can't handle all purchases--so it's off to somebody else. After multiple phone calls, and being on hold for several hours, AND being hung up on, I'm done. I just want my money back--we'll see how long that takes. I'll shop at a real store. BTW, this is not about the Martinsburg store. This is about dealing with Best Buy after handing them my card and spending money. Run away.... read more

Thanks Mike At store 1528. You are fast and courteous and even though I was not able to get the phone I want at your story and told me where I could get it thank you very much for your customer service It waz appreciated. read more

Best Buy from hell. While the people who man the chat function do their best, the website is a disaster and the call-in so-called customer assistance is a joke. I wasted time trying to buy a computer online from this store and all I learned from the experience is that it should be Worst Buy. read more

I bought a big screen TV and protection plan. One of the supports got broken when the Comcast guys was repairing our internet. When I called they said my protection plan had expired and connected me to the Geek Squad. That person said there was nothing they could do. I offered tho pay them for the visit and installation and she said there is nothing we can do for you. Bye bye Best Buy read more

Cannot get through to speak with anyone. No matter which options you choose with the directory.

Ok so on 1/20/23 I was it this store to buy security cameras (not the cheap ones) for work. I was in the isle for 40min! And got no assistance or any customer contact what so ever. I ended up actually waving my arms to draw attention to me for some help (took more than one try) I finally got what I needed and I let my experience slide maybe they were busy with something I wasn't aware of (store was a ghost town) today 1/30/23 I was in the store again to buy new router and wi-if extenders for my home (again, not cheap items) I was greeted when entering the store at least this time.....30 mins pass and I'm in the isle looking for a product I want, I'm now reminded of my experience last visit and SAME customer service again!....NONE! After 30+ minutes I just left. No help, no questions answered, and no product! I hate to be "that guy" but what else can I say? I literally was paying attention this time and saw 3 or more employees walk right by my isle with not even a "finding everything alright?" Maybe I'm the one at fault for not physically asking for help in a store? All and all don't think it matters I don't recommend this best buy. At one point years ago it did have knowledgeable staff. This as far as I can see I'm not the case anymore. Prove me wrong and I'd be a happy customer again. read more

A few months ago it was difficult getting through to speak with anyone at this store about technical questions regarding electronics. It was also impossible to speak with a geek squad representative. I chalked it up to the strange COVID times we are in. But it is now the end of September, and the customer service by phone isn't any better. I waited for nearly an hour yesterday for my call to be answered after pressing all the numbers to speak with a sales rep about purchasing a MacBook, needing to ask setup questions regarding transferring data before driving there and purchasing it. It's clear nobody is there to help. I'll look elsewhere before making my purchase there. I wonder if the Best Buy headquarters is aware that this is happening in this store, or if they are short-staffed in Martinsburg and have been instructed to handle incoming calls by just putting the customer on hold indefinitely. It really doesn't instill customer loyalty. read more

We have online Geek support. Would have been 5 stars if I had reached Sierra and Kumar the first time. A big high five to Alexander Z as well from the day before. This company has a convoluted database in which your account gets split into every phone number, email or physical address; My wife and I have moved in the last 2 years. Alexander figured this out and worked for over an hour to consolidate the information and update it properly. We purchased a top of the line computer that was on sale at the end of last year for my wife's home office. Her Nursing software requires 2 screens, we chose 23" Dell also on a massive sale. Total cost with antivirus, tech support and Microsoft productivity suite $1,356.13. The sales associate claimed he had updated our information, guess not everybody at Bestbuy has completed their computer system training. He also said Mcafee when referring to the antivirus, it is Webroot. In summary, just like every large corporation, Geeksquad has some top of the line employees with superior customer service skills and will stick with you until your problem is fully resolved and there are a few impatient ones that end up wasting their time and yours. In the end I highly recommend the Geeksquad service plan, make a call help them log in and watch the magic happen. read more

Best Buy sold me an I phone 8 on September 8th, 2018 that malfunctioned withing the first week of ownership. The handset speaker failed and you could not hear any calls. I returned the phone to where I bought it at Martinsburg Wv Best Buy on September 20th, 2018.The sales rep at Best Buy informed me that Sprint requires a $150 down payment. The sales rep was very polite and respectful, Wayne worked hard with Sprint to fix the problem. The first Sprint person on the phone with Wayne, would not budge on the $150 extortion fee to Sprint for the exchange. I will be looking into whether or not it is legal to charge a fee to exchange a faulty product. The good people at Best Buy put thier heads together and figured a creative way around Sprint's extortion fee. Thank you Wayne and crew at the Martinsburg Wv Best Buy phone center. read more

The people that service Geek Squad at this store are absolutely worthless. I had to bring my laptop into this store because my problems were not fixed online altho I was told they were. They insisted I make an appointment so I did. When I brought it in they said it would be three days period. When I asked why they reported there were a lot of pc's before me and then their access to the internet was slow. They didn't look at it until 24 hours after I brought it in and told one of the issues was fixed which it wasn't. They didn't fix the updates problem. So I wasted my time and money taking in my pc and they fixed NOTHING and their arrogant attitude and nasty demeanor assured I will never buy from Best Buy nor renew my Geek Squad support contract. This is the second time I have worked with these people at this store and they are exactly the same as the first time. read more

I have been standing at the tablets trying to get someone to come help me. A guy walked by me and looked at me. He smiled and kept walking....crap customer service people!!! My mom and I had to eventually go find someone. She was pretty short with us and then she didn't even offer a protection plan with the tablet! I had to ask!!! She acted like she didn't even want to help us or anything. read more

I brought my fairly new Dell laptop (from Costco) here when it caught a virus so I let the Geek Squad here attempt to fix it since it was beyond my control... I didn't expect it to end up costing me over $200 and taking over a month, and many phone calls to numerous people in there GS dept that had no clue what was going on with my laptop, not to mention they couldn't fix one of the ports. Within a week of finally getting my laptop back it broke... I would've been better off buying a new computer. read more

Best Buy uses a third party vendor, The Retail Equation "TRE," to track your item returns. This is done at the customer returns counter when the associate asks you for your ID - your driver's license. The problem is, the store's return policy is 14 days - so, if you purchase an item within the store's return policy and return timeline - which is defective or the sales person sells you the wrong item, they still track your return via your driver's license. Best Buy can cause a "warning" or reject, you from making ANY returns for 90 days. In my opinion, that is deceptive trade practices and, discriminating. You, as a consumer have no control over defects or non-conforming goods. It is embarrassing and impacts the consumers credibility and reputation. read more

Absolutely not. My dad purchased a remote start with install for my BMW from this location. Not only did they sell him a remote start that does not work for my vehicle, Geek Squad does not install in BMWs at ALL. Not only am I upset that they failed to realize everything was incorrect about this purchase, I called the day prior and the gentleman said "It should take 3 hours but because it is a BMW it might take 4" PERFECT. So even in confirmation they still had no idea what they were doing. Lastly, when demanding something be done, the manager did NOTHING. He threw around that he could take some money off of a purchase if I made one in the future. Yeah ok, like we are old buddies and we are going to bank off your word. As a manager, you issue gift cards for these things. It's called a business management degree and I doubt you have one. read more

This is a good location if you want to drop in and get something because there are very few people there. Not a place to go to get questions answered and they will not answer the phone. I use the location to price match Amazon. read more

7/10/2014 I called Best Buy to ask about the availability of a PS4 controller. I was ask if I could hold. I said "YES!" Nearly 10 minutes later...they hanged the phone up on me. When I called back, the same person answered the phone. She again ask me if I could hold. Again, I said "Yes, if it's not going to take another 10 minutes to speak to someone." I'm not sure if this was purposely done. Fortunately, the salesperson remained professional in spite of my being a jerk. We both said our apologies after my transaction was completed. Ended well! read more

I love this store every time I go in there they alway help me with phone when I have trouble very polite and clean

This Best Buy is horrible. They apparently hire absolutely anyone they find. The geek squad is worthless, the customer service is like talking to a wall. One time my phone kept freezing up so I took it to Geek squad to see what they could do. As soon as I hand it over to the guy working, he says "hmmm their is probably water in there." I can promise you my phone has never been near water so that isn't possible. I told him that, he just said okay he doesn't know what to do then. Great job dude . Another time I took my laptop to get looked at because it had a virus on it. This was in December and the lady who was helping apparently had no idea what to do either. Her solution to fixing the virus was just repeatedly turning it on and off, again and again and again. After about the 6th or 7th time of doing so, she just slides it back over and says she doesn't know what to do. Oh joy. Will not be asking for anymore help again in the future here, because doing so is pointless. read more

During my visit I had to wait several minutes for someone to help me in the laptop section, because there were lots of customers and not enough sales associates. That was the only negative part of my experience, though. I'm a semi-tech-savvy woman, and my experience with tech-y type guys in the past has been that they're not always respectful to people in my demographic. I did my research before going into the store and knew about 90% of what I needed, but I was worried that I would get a salesperson who was either condescending, or who would try take advantage of what I didn't know and try to up-sell me. My finances are tight, so this was a really big purchase for me. I wanted to be sure that I got just what I needed, and nothing I didn't, for the best possible price. I was really impressed with my salesman and the Geek Squad people who worked on setting up the laptop that I bought. They answered all of my questions without making me feel stupid, gave me direct answers, and laid out several options (with prices) so that I could truly pick what was best for my needs. I didn't feel any pressure at all. This was so much more painless than I thought that it would be. I know Best Buy gets a bad rap for being a big box store. (Hey, I prefer independents, too, but options are kind of limited this geographic region.) So if you're just not comfortable buying something like a laptop off of the Internet with no one to help you navigate the little details, then this is actually not a bad option. read more

Best Best Buy I've been to. Often Best Buys are short on in store invemtory but not here.

I went there for the first time to use geek squad,and i had the pleasure to meet a great tech by the name of Jim who worked on my DJI drone.He was extremely helpful,and knowledgeable of the drone line I highly recommended him to anyone that has an issue with electronic stuff. read more

Months ago we purchased a gas stove from the Martinsburg, Wv Best Buy. We though the purchase in store was smooth and painless. Until the delivery day came up. Between the Store, the Warehouse, and the 3rd party installer, no one knew who had our stove. I had to step in and do the job of the store, the warehouse and the installers just to track it down and who was to deliver and install it. After hours of my time doing everyones job, the stove was found and installed. It was a cluster! Fast forward to last week. We took 1 more chance on the Martinsburg, Wv Best Buy to purchase a matching dishwasher. We figured since it isnt a gas item we should have a better experience. I was wrong! The purchase in store was fine, we set a date and time for delivery and install. On the day of the delivery, 45 minutes before the scheduled time, I get a call saying the dishwasher was never delivered to the store. Do you not follow thru with these things to make sure everything is on track? So we took time off work, made arrangements for our dog, and cleared the space and cabinets for access to install. I then had to reschedule the delivery for this Wednesday. Thought that was all set up. Only to get multiple pre recorded voice mails from Best Buy over the weekend, to set up a delivery time. I did all ready, with a live person at the actual store! Today I get a call from the corporate call center to schedule our delivery and install... the Wednesday date was never put in. So that employee just didnt do his job? I literally heard clicking over the phone as if he was setting it up in the system. Apparently not. So yet again, we have to rearrange our work, kids, dog, etc... for now the 3rd time to get this dishwasher installed. And everyone at Best Buy thinks this is ok. Its ok to make a lot of money from me, not track that purchase to make sure everything is going ok, and offer very poor customer service, twice with 2 very large appliance purchases. Its unacceptable! This is your business, to sell the largest fridge/tv/speaker system, etc... down to the smallest sim card in the store, and to offer knowledge, customer service, and install if needed. And you can not do that! Sad. We will never shop Best Buy, in store or online again, because of these 2 awful experiences. If delivery and install is not completed on our current install date I will have no choice but to cancel the order, and purchase elsewhere. And communicate my dissatisfaction about the incompetence of this store, the employees, the warehouse, etc... via Word of Mouth, review sites, Social Media. read more

The customer service at this location is horrible. I went there to purchase a 65" OLED TV. There were a few "out of the box" new TV's on sale. They were returned TV's for whatever reasons. I have gone into that location and negotiated a fair deal for "out of box" items; however, for this visit, we were met with attitudes. The sales person explained the manager had to be involved for any decisions made on price change, which is fair and understandable. The manager refused to come out. Eric, the manager, told the sales representative "we no longer do price changes". If that's the case, I would completely understand that. My complaint comes from the attitudes and temperament portrayed by the sales representatives and Eric, the manager. If a policy would change, a simple explanation without the body gestures and smart comments would be helpful. I would have even settled for Eric the managers face to face explanation, but apparently he was too busy eating, which is why I go to the Hagerstown, MD location. This store definitely needs some customer service training! read more

Very well trained and helped a lot some people who give them attitude aren't going to to get great service, also I caught a custom PC IN which was 2100 dollars through the store website and went in talked to a great guy in which he helped me get the price down significantly which I do recommend this store thanks guys read more

Upgraded to new iPhone here. The employees in the mobile phone dept. extremely helpful and knowledgeable. Did everything they could to help me. Unlike some neighboring mobile phone stores. read more

My boyfriend has been through such hell with this company, I finally can't stand to just sit and watch anymore and decided to write a review on his behalf. November 20, 2014, he tried to have a Sprint account activated and sign a contract to get a deal on the new iphone 6 + at a Best Buy in Martinsburg, WV. Best Buy was not able to activate the phone or the account because the Sprint towers were having technical issues at the time. He spent three hours in the store and left with nothing. Still optimistic, he returned the next day and after at least another hour of this, he still left empty handed. During his time at this Best Buy, his credit card was run in order to begin the account activation. As, no account was ever actually activated, and he never actually took possession of a new phone, they assured him that his credit card had not been charged. After leaving WV to return home in TX, he discovered that his credit card had, in fact, been charged $264 and change and he immediately contacted Best Buy to ask for a refund. This began an ongoing nightmare which has now involved something like twenty or more phone calls and god knows how many hours of his time, and constant refusal to refund his money from either Sprint (who, for the first three weeks, blamed Best Buy and continues to tell him to just contact them) and Best Buy (who blames Sprint and continues to tell him to just contact them). More recently, he was told by Sprint customer service that a different department of Sprint would finally wrap this up and either refund his money or contact him withing 3-5 days. Over a week later, he called yet again and got no resolution but just more run-around. I believe he has been on the phone with them at least four times since that phone call and no one has helped him. So now, it has officially been a month since Sprint/Best Buy charged my boyfriend over $260 for a phone and a service which he did not receive and he has not been refunded. I have worked for cell phone companies, and in numerous retail positions and I know that, for one thing, a customer service rep. at a cell phone company would have no difficulty determining that no phone or service had actually been activated in a customer's name but that their credit card had been wrongfully charged. I also know that both of these companies are perfectly capable of issuing a refund to someone's credit card, even at the store level, yet they have refused to do so. If an individual took $264 of someone's money, it would be called stealing and they would have to answer to the law. How is this any different (other than the fact that Sprint and Best Buy have billions of dollars, unlike most individuals)? This is absolutely disgusting and both my boyfriend and I will ensure that none of our friends or family do business with Best Buy or Sprint from here on out. read more