I always forget why I don't stop by this Best Buy more often because It's the closest to me, but I get the same lesson every time: the customer service (thus training/management) is subpar. Maybe there are great employees, but I've yet to have an experience here where someone went above and beyond (and when the store is aptly stocked). I am always better off at BB Rockville or Tenley. Sure I'd save time, but it isn't worth the disappointment I get as I drive away yet again... read more

If there were negative stars, might opt for that rating. This is a very unpleasant store to be in for many reasons. 1) No matter what counter in the store or corner of the store you might stand in waving your hands for help and appearing exasperated, you will not get service/help from a sales associate before at the very least least 20 minutes and a serious manhunt has ensued. 2) the environment is unpleasant and perhaps unsafe. The lighting and open ceiling with strange growths on it does not incite one to stay longer than absolutely necessary (which due to #1 is waaay too long) Lastly, Best Buy's not-so-new but new-to-me return policy of 15 days will prevent me from shopping at any outlet again. read more

This best buy customer service is awful. I Called for confirming store pick up order and who answered the phone didn't know anything. Also didn't greet and heard laughing sound with co-workers.She said system problem but when I call customer service there was no problem. The item I order was not at the store. Poor inventory. read more

They schemed me on the prices of the SD cards. Way more compared to the prices on Amazon. Con-artists!

The customer service is ok. Not as good as the one in Rockville. But the selection here is way below subpar. Walk through the isles and you'll notice shelf after shelf empty. I spoke to an employee about restocking items and how Rockville is better stocked. They said it depended on what people bought in the area. It's weird that you can't depend on getting similar service and products in a chain store. Isn't that the point of chains? You're able to depend on similar experiences. People are going to buy less items if you don't stock them. Thus making you not stock them. Thus shrinking the inventory even more. Soon enough, there will be no point in having a brick and mortar. I go to a brick and mortar so I can try things out, especially cameras. If I didn't want to try them out, I'd just shop on amazon for the better price. I'd be surprised to see this place still open in a year or so if they don't restock at least some of their items. It looked like a place ready to go out of business. read more

This store was so appallingly bad it has motivated me to write a review for the first time ever. Their staff either hate customers or are the most apathetic and unprofessional salespeople in the world. I had read bad reviews about Best Buy but it was local. Don't make my mistake: stay away from this store. After waiting hours for a semblance of service, they had none of the items (TV, home theatre) that I wanted. They offered me a larger TV for the same price, which I was happy with until I got home and found out it didn't turn on. The lack of anything resembling concern or interest from any of their staff (including manager) when I returned the TV was staggering. I have NEVER encountered such poor service anywhere in the world, including third world countries. "Customer Service" people in the DC metro area are disgraceful. read more

Went to Best Buy in Wheaton to turn in my iPad 2 and buy a iPad Pro cover. I had gone a few weeks earlier and been told I could get $85 for my iPad 2. So I went back to turn in the iPad 2 and was told that it was not eligible for a trade in. I thought that they may be mistaken and I'd come back later and hopefully the guy who said $85 was working. I went back and was waited on by another person but they said the same thing that it wasn't eligible. However they did say that i could look it up on the Best Buy website. I went out to my car and looked it up and it said $82. Went back in and showed them this. I finally got my gift card for $82 but trying to check out the gift card would not work. They sent me back to customer service where they got it to work. So after about 90 min and 3 trips to this Best Buy I finally got what I wanted. Overall a poor experience and very doubtful I'll be going back. read more

Great store. Very clean and open. Kenneth, the Assistant Store Manager, is fantastic! Everyone at the store was friendly and helpful, but Kenneth really went above and beyond to help us find exactly what we were looking for. I would highly recommend this Best Buy and especially Kenneth for excellent service and quality products! read more

This is not the best kept best buy but for it being so close to me its does the job. Customer Service can be a bit behind especially in the computer section. Otherwise, this location is great just to pick up exactly what you need and get out.... read more

I came with my husband yesterday to buy an apple computer. We were treated badly, not good customer service and every single move we made we were being watched extensively. I told my husband that the behavior was suspicious and that they were suspicious of us because were young and black so we cant afford an apple computer in their eyes. Once the guy brought the computer to the register the manager stood at the corner watching with a concerned face and 6 other employees and stood around the computer section 6 I know its a huge store but im pretty sure 6 people standing around near the computer that we are purchasing needed to be there watching with the serious face not even playing it off. After we purchase the computer I told my husband loud that they all were being security guards watching to see if we were purchasing it. I took my time to walk away and I heard the guy said are you sure they purchase that and it wasn't a stolen card. My husband just wanted to get the computer, I wanted to leave it because just because I am young and black that shouldn't be a red flag. Besides there were other customers in the store shouldn't they be scattered around instead of watching us with the serious face. I will not be returning here. If your black take your money to a different location where you wont be racially profiled read more

Terrible, terrible customer service. I have wasted my day trying to resolve a SMALL issue, "my package didn't contain a power cord; can you replace it?" No one returned my phone call after four calls. I was hopeful at first but now I will no longer shop at Best Buy. I'm returning my flat screen. It was a simple issue. SHOP AT AMAZON!!!! They have a larger selection, it's cheaper, the product comes directly to your door, and the customer service is AWESOME. Good luck. read more

I have gone here for years, - I live quite close - but the bad customer service, has gone from bad to Worse. Complete and total indifference- they do not give a damn. "Associates" ignore customers. Avoid the place if you can; they do not deserve to be in business. read more

They reset my phone to help me since I was unable to connect to cellular data and now it is not functioning at all. Then they proceeded to tell me they didn't know what to do and did not provide me any service. My phone went from somewhat of a problem to COMPLETELY not functioning. Terrible experience. read more

Now I've seen that other people have given this Best Buy some pretty bad reviews. I personally have always had a good experience here. For example, I got an open box Mac book charger and it worked flawlessly and was in great shape. I was kind of scared to get an open box because a lot of people say "don't get an open box," but I could disagree. Now there have been some bad experiences. For example, there have been some uncooperative staff members and some people who just straight up don't understand you. To wrap it all up, I've had an overall good experience at this Best Buy. read more

I bought a laptop here today after seeing that it was on sale on their website. I had to wait at least twenty minutes to get someone to help me find the computer. You could tell the employees were both frustrated with the situation and with each other because there weren't enough people manning the floor. Once someone came to help me the purchasing process was very smooth and the employee helping me was very friendly and I was out the door within ten minutes. Smaller store than most Best Buys, but they definitely need more people on the floor in the afternoon. read more

Customer service for an item I need to pick up has been abysmal. I have been trying to reach someone for twenty minutes. The person at the store is immediately forwarding me somewhere and no one is picking up. I have done this about five times. Very frustrating. I assume Best Buy is about go under soon. When I got delivery of my items they were two hours past the 6 hour delivery window. I should have gone anywhere else, even if it had cost 10% more. read more

I went here looking to buy a camera. Found it. Price was great. Now I just wanted to buy one. Now to find an associate that could give me the one I wanted to get. *looks around* no one to help. Finally someone I was able to get their attention. He tells me to go pay at the register where all the laptops are at. A lady was already there trying to receive assistance, while the employee is having side conversations with some friends on the side. The friend wanted the employee to fully charge his laptop to make sure it works. (That's something you can do at home. No assistance needed it was already on.) the lady was kinda making a big scene but she needed assistance. And the employee was being rude and disrespectful to her. After 10 minutes it was my turn! Took about 2 minutes and I left. Terrible customer service. Nothing like it was before. read more

I bought an Apple 7 and Apple 7 Plus tonight. I watched the sales clerk scan the SIM cards. I bought screen protectors and paid to have him put them on. I get home (after closing) and there are no SIM cards in either phone. There are no SIM cards in the box or bag either. I have two paper weights. I have to wait until after 10:00 a.m. and drive back and get SIM cards tomorrow. What a waste of my time. That is 1 star, or less. Update: I called today and the manager refunded me the costs of the screen protectors that I had also bought. He noted that it doesn't make up for the lost time I spent on the phone with AT&T to re-activate the SIM cards in the old phone so they would work in the new phones, but hoped it was be some compensation. The refund and his acknowledgment goes a long way in my book. That is 5 stars. I'm changing from 1 start to 3 stars for the overall review. read more

I went to best buy hoping to purchase the apple gold watch, didnt have instock and the associate in the back told me to go home in order it vs, helping me place the order in store. I never go to this best buy but today i was in a rush going forward i will continue to go to the Rockville one or gathersburg which is 20-30 minutes away from me. read more

I was about to place a great 5 star review about one of the store workers Brant, his excellent customer service and patience with me while shopping for the appliances I needed. I came back the next day to finish my purchase but has to deal with another store employee, she was rude and very unpleasant, acted like she didn't wanted to be there or help me at all. she ate seeds while talking to me and didn't paid attention to my questions. Luckily for me Brant was available at the back of the store and came out to help me. We scheduled a delivery between 8-12 and when the delivery crew finally arrived at 1pm without any phone calls letting us know they are running late, they delivered the refrigerator with 4 ugly dents on one of the doors so we had to deal with the customer service department that promised to exchange the refrigerator after about 5 calls we had to make in order to have it arranged. Over all, I had an unpleasant experience with my purchase, we spent more then $4000 on our purchase of a Samsung ENERGY STAR 28 cu. ft. 4-Door French Door Refrigerator with Food Showcase Design that came with 4 dents on the door, Samsung Gas Range and Samsung Built-in Dishwasher all Black Stainless Steel items showing every scratch and dent even more then non Stainless Steel items. A lot of things went wrong here that could have been easily prevented if some of the workers involved had paid more attention and care to small details. read more

Never no one to help and The Manager Jose called me a racial name it wasnan out cry the cashier held her head down because she didn't want to get fired..It was beats head phones marked down. He told me it was done by accident i said that's not my fault so please give it to me for the price it states..he refused i took a picture of his name tag He then said get the F out U N?!&! wow..it didn't bother me, so when i began speaking spanish to him and stated im Hispanic as well as a black woman but never a Nig$!&@ he was quite..I returned the items that I had and never been back to the SILVER SPRING MD BEST BUY LOCATED ON UNIVERSITY BLVD read more

Went to Best Buy to purchase a desktop and it was a great experience. Good customer service and, very knowledgeable staff.

Eric Vu was amazing! He went above and beyond to help me purchase a printer. Great customer service and excellent product knowledge. I would shop here again. read more

I was at the store on Tuesday evening on May 1st 2018. I recently purchased a product and unintentionally forced a piece into the product I could not remove. I went to the customer assistance area where two young ladies tried to assist. Unfortunately, they could not undo the damage i had done. Instead, one of them, perhaps the manager, exchanged the product for a new one. What a surprise! It was not what I expected. I am extremely gratedul for her help. She won me over as a customer for life. Many thanks!! read more

Alex, a gentleman who works at the online pick up desk was awesome. I bought an open box Samsung TV online, and when I went to pick it up, I wanted to make sure that the screen was fine before I drove all the way back to Baltimore. Alex was patient and accommodating of my request without making a fuss. Thank you, Alex. I appreciate good customer service. read more

I will never purchase anything from Best Buy again! Customer service sucks! I had an issue with my computer that I purchased recently, so I called the the 1800 number to set up an appointment. The lady on the other end asked for my number, pulled up my receipt and told me that under my return policy I had until Feb 19th to come in. I decided to come in today, Feb 17th and I was told that I could pick out another computer. While I was picking out a new computer, I was told by the sales person that the Dell model I had purchased was recalled (they pulled them from the floor), because it had issues, so I was going to get a new/better model. When I took the computer up to the counter to exchange, I was told that the lady made a mistake on my return date and when I told the manager about the recall I was told that there was no recall! The manager had the nerve to offer to charge me $85 to send it to Dell, when I could send it to Dell for free! Then he had he nerve to say "that's why we offer you $$$ to sign up for their insurance," which BTW I have done in the past. It's a rip off! I will make sure to send my review to all of my social media outlets to alert people about BestBuy practices. Shameful! read more

Best Buy associates have always been willing to negotiate, my favorite type of shopping. The last two times I visited this store it was so customer service oriented, they worried me to death. This associate sat me down in the magnolia section and taught me a 15 minute lesson about the SONOS brand vs BOSE. This was after I told her I would not be buying. I am in sales so I appreciate the hustle, and the attention. The car stereo installers took care of me with a quality reinstall, no charge. read more

The customer service is hit or miss. We came here to buy an iMac that had been listed on the website. The computer department didn't seem busy, but the associates - there were two present - ignored us and then took their time to get the computer from the locked shelf. On the plus side, Best Buy has a great open-box policy where you can get like-new merchandise at a lower cost. We also decided to get a TV too. The associate in this department was great - he helped us find the best deal, compared different brands, he looked online for stock in other stores and eventually carried and packed our new TV in the car. read more

I just had a miserable experience at the store in Wheaton, MD (Store 1129). I was ignored, given mild attention, strung along, and when the store closed, ushered out. No deal, see ya later. What I wanted to do was a little complicated, but not terrible. I was paying for a sale at another Best Buy, and they'd set everything up from there. I had the SKU, the item number, and the sales guy in NC was waiting if there was a question. All we had to do was pay for it. So I went to the Wheaton Best Buy store. We had 45 minutes before the store closed, but all I was doing was paying with a credit card. There was one other customer in customer service, and four people behind the counter. Snap, right? This needed a manager. The counter guy put in a PA call. Nothing. After a few minutes, I asked him again. He make another PA announcement asking for a manager. Nothing. Eventually he gave up and ran down the manager to get his attention. That manager took the information I'd printed and disappeared for a few minutes. The staff started vacuuming the carpets. Crickets chirped in the background. I read a few chapters on my Kindle. He came back eventually and handed the order off to a clerk. She did the best she could, but after another 20 minutes, it still wasn't done. And the store closed. The sale was voided. Sorry, we can't do anything about it, it's closing time. Have a nice day. I'm trying to spend a lot of money there, and it was like nobody wanted the business. I only gave this one star because I wasn't sure a zero star rating worked. Miserable experience. read more

My experience at the Best Buy was greater than expected judging by the reviews. I was helped immediately to pick the best product for my needs. I definitely recommend Eric S, he was very knowledgeable about the product he was selling! read more

Sell me a USED cell phone as "Blank New". Charge $35 to return. Don't go there. Also, Customer Service is mean and rude. No more best buy.

I was looking for a Laptop computer that will fit my need and replace the long standing and very reliable Toshiba that I've used. The Supervisor in the Computer section truly helped me pick a new Laptop explaining with patience the differences across the models for me to select the best one that will suit me. This he did on 2 visits until I made my purchase decision. read more

Absolutely worst customer service ever at this place. I came in looking to get help with purchasing a new phone. There were three phone service reps helping out three different customers, and there was also two other people waiting in line in front of me. The whole time, one of the rep was just on the phone trying to order her food at dominoes and fighting with the person over the phone, while juggling to complete a transaction for the customer in front of her. After she was off the phone - which took pretty much a full 5 minutes - her two other colleagues next to her just stopped what they were doing for the customer in front of them and went to get money to pay the girl who had just ordered for them. This is what BREAK TIME is for. You don't do these sort of things while dealing with customers. I do not believe the wait for all these customers would have been this long if it wasn't for these horrible reps who just seem to play around at work. Never going here again and needless to say, I left the store purchasing NOTHING. read more

the store is clean, the associates can tell you where to go to get what you need... the 'used' computers / 'open box' displays are always a great find... it's where our office gets their computers! read more

No customer service at all. I intended to buy a tablet but the employees would rather chat with each other then help customers. went to Office depot to get what I needed. Stay away from this store. No wonder best buy is doing so bad these days. read more

About as crappy as the other reviews indicate. Long line for returns, one cashier handling them, and a lot of employees waking around an empty store doing nothing. They need to get their priorities straight and focus on customers who need service read more

Not sure what has happened with the service in this store. I thought maybe it was a fluke when I went it and received HORRIBLE service. I asked some young man about the product I was looking for and he waved his hand in a very WIDE direction of where I could find it. He was doing nothing but chatting with a coworker. My husband a month or so later had a similar incident. I had not even mentioned my encounter. HORRIBLE. They use to be good. TOO much competition to have such poor service. I also saw the security person at the front talking about a customer after she left. POOR service all the way around. read more

Stay away from this store!!!!!!! Jeffrey had me waiting for over 15 minutes and had the audacity to help someone else before me. When I reminded him that I was next, he continued as if I wasn't even standing there. I complained to the store manager (Jose) who was even more useless and not knowledgeable about the store exchange policies. I called back the next day and spoke with Matt who gave me the district managers name (Sam Hren) and email address but of course my email was returned. I called back to verify the email but was told that Matt was gone and that they aren't allowed to give out manager email addresses smh. Then I was transferred back to Jose who was extremely rude and dismissive! He didn't even apologize for what Jeffrey did nor did he apologize for his misinformation about the exchange policy (I won a black 16gb iPad and wanted to exchange it for a white 64gb but they refused to exchange it) I see why this store has a very low rating. They are all incompetent and rude!! Not to mention Sam Hren has clearly done a poor job in training his staff! read more

I must say I am not one to frequent writing a review after purchasing an item or visiting an establishment, but when an experience is very good or very bad, you feel compelled to share with others. My previous experience at this store warranted a bad review. After two consecutive bad experiences in the recent past, I will no longer frequent this store location. As other reviewers have noted, service is sorely lacking, the reps' knowledge-base does not rise beyond what you can yourself read on the item package, and their ability to keep accurate records is non-existent. Both of my sub-par shopping experiences were in their electronics section, where their items on display are either broken, not charged, or simply not available. Although I finally ended up ordering my item from another farther location 50 minutes later to pick it up at this location (after going up the chain through two reps and requesting a manager to assist me, after two reps including the manager searching for my item that inventory showed they had but could not find, after being convinced that an "open-box" item was practically new, only to realize that the wrong item was inside the wrong box), I said I would never return. Of course, in an attempt to give them a second chance, and for convenience sake, I did return. Bad move on my part! Again, I knew what I wanted from their electronics section. I get to that part of the store to find one rep at the cashier, 8 people requiring help, and one on the floor with no desire to be helpful. After being told to wait for assistance (I waited for 20 minutes), I just decided to leave because it was not worth the frustration. It would be one thing if they were professional and attempted to make you feel like they wanted to help you despite their time constraints, but you practically have to do everything yourself. I am sure they would let you ring up the item yourself if you asked. And my exodus was only reinforced after hearing the manager (who was called to help) say to his rep that he should not be called to help customers because he does not have the time for it. While that may be true -- that your managerial duties should not be trumped continuously by floor duties, which should be handled by those working the floor (quite a concept) -- it is not something you say aloud for customers to hear! Although this store used to be customer-friendly, it has gone downhill. Needless to say, there will not be a third time. Amazon, you have won over yet another consumer. read more

Thought I would swing by to price a wireless router so I don't get ripped off by Verizon for the new internet service (see my TWC post written earlier this week). As I walked towards the door I was very suddenly and very violently hit with the urge to find the nearest facility. I immediately asked the front employee on sentinel duty where the restrooms were. "All the way in the back". Of course. I duck-waddled my way there in a panic as the back of the store seemed to run away from me. The distance seemed to increase the faster I ran. When I got there I saw a Fort-Knox style keypad on the door and a sign stating to please ask for assistance. NOOOOoooo! Now one thing I don't like about Best Buy is that you walk in to buy an overpriced phone charger and you have to dodge 15 blue-clad wolves trying to ensure you've found everything you need. Certainly not this day. There were two employees within the 200 yard radius of the restroom. One was seriously engaged with an older Hispanic couple as they tried to put together the best home computer, and another was painfully slowly applying a protective sheet on a mom's new iPad as she tried to control her bratty kids. No help here. I asked someone near the front and was told that an employee in computers would be happy to help. Thanks, but I have already thought of that on the way to you. Fortunately my wife, just as annoyed as I was, pinned down an associate to lead me back to the bathroom. I think she had to actually tackle someone trying to escape being noticed by a customer and physically pin him down like a lioness on a gazelle. My wife's a bad-ass. The employee led me back on the long, long walk to the restroom and it felt like I was in 3rd grade and I had just had an accident. I swear, I almost reached out to hold his hand. When we finally arrived, he guarded the code to the restroom like it was where he kept his diary. He positioned his shoulder in front of the pad and even stole a quick glance to see if I was trying to peek. No time for cynical comment now, as finally I was let in. It was indeed a photo-finish, people. Crisis averted, the rest of my trip to Best Buy continued to unimpress. I waited and finally got the usual Best Buy non-answers from the "iPad mechanic" and I left there feeling let down, humiliated, frustrated, and yet a little less queasy. I couldn't help but stop on the way out and tell the front employee on guard that it would have been extremely helpful to tell me I would need help getting into the restroom instead of just pointing me in the direction. After all, people don't go to Best Buy solely to use the bathroom, so I must have needed it pretty badly to ask for it immediately. Said employee reverted to the "angry old guy complaining at me better say as little as possible until he goes away" mode and blankly looked forward nodding. I really hope I never need to visit this particular place again. If I do, I'll be sure to hit the bathroom at home before my journey begins. read more