Best Buy — Local services in Centreville

** UPDATE: For the record, the people you work with to buy your appliances at Best Buy are 3 degrees removed from the actual people who come to your house to install it, and they do not communicate at all.

It took 3 different moving companies over the course of a month to move our washer and dryer unit into our house AND we had to buy extra parts from Home Depot to get it installed. We must have visited Best Buy three times per week in order to even get them to address the issue. The moving companies refused to use the parts that Best Buy sent us because they said that they wouldn't work, and Best Buy refused to believe that they were the wrong parts.

The only saving grace was that Freddy in appliances was able to refund us for the extra parts we bought, and retroactively gave us money back on our washer and dryer unit. I appreciated his customer service, but I would never recommend that you buy an appliance that you can't install yourself at this Best Buy location.

My husband and I bought a 65” TV and a new washer and dryer for our first home. Both experiences have been incredibly frustrating and make me wish we had chosen a different store. Everyone seems disorganized, with a total lack of communication between workers, and a never-ending wait on the phone lines.

When we tried to buy the TV, an associate told us that it was “blocked” in the storeroom behind a bunch of pallets and that we needed to come back the next day when he would be sure to have it ready. When we returned the next day to pick it up, it took them an additional 45 minutes to bring the TV to the front of the store. This was an annoying waste of our time, but more frustrating has been the poor service on the washer and dryer installation.

When we tried to have the washer and dryer delivered to our townhome, the third party movers that Best Buy hired damaged an entire flight of stairs dragging the washer and dryer up. (Note that we had to submit an insurance claim on our own because the delivery people didn’t report the damage). They then realized that they didn’t have the right parts needed to install, so they left the washer and dryer in our kitchen and told us to call the store to reschedule. We visited the store that day to reschedule and get the right parts, and we were assured that we would get a call to schedule a new date the following week. We got no such call, and had to spend another 3-4 hours on the phone trying to work through the Geek Squad to get a new installation date. To top it off, they have no way to guarantee when someone will be out to install it, other than “between 7AM and 1PM,” on a day when we’re supposed to be in a wedding by noon. When I asked if they could call the delivery/install people to move our name up to the beginning of the delivery window, I was told “we don’t even have a number, we just communicate by email.”

I am incredulous that Best Buy had so little control or input over a delivery service that directly reflects on them, and I am frustrated by store associates telling me “there’s...

I gave this place another chance and it does seem like it's getting better again. I went in to get a replacement screen protector put on my Z Fold 5 through warranty and while it did take them 3 tries, they were able to install a new screen protector without bubbles.

My initial 1 star was based off of a terrible experience with pickup. I ordered 2 phones and when I arrived the app gave me an option for curbside pickup. I checked in and waited for about 15 minutes. I figured they were busy. I had a baby with me so it would have been a bit difficult taking him out so I called in to see how much longer it would be. I got transferred a bunch and that whole process took another 15 minutes, and then I was out on hold for another 10. Then finally got through to a person and they said "are you the guy with the 2 phones? We don't do curbside for those."

So a couple of things: cool I totally get it, it's a big ticket item and probably had to activate them or something. Totally get it, but then why have the option there for curbside? Its probably an error with their system, and I can understand that. But then why didn't they just come out and tell me while they were fulfilling other orders... Or call... or text? They clearly knew that I was waiting out there.

Anyway, I went in and the person at the register already had the phones. It wasn't the same person I had talked to but they gave me the whole lecture again about them not doing curbside for phones, and then laughed about it and said I should know that. How? How would I know that?

Then it came time to scan the barcodes on the phones and there are a couple they need to scan for the activation process. The rep scanned the first line of the first phone and then started talking to another rep and then came back, but scanned the second barcode from the second phone. I told him that, but they said they got it. The system threw an error, they said it was weird. The manager had to come up and they scanned it too, same error. I told them that it was the wrong phone, they proceeded to manually enter the imei from the second phone, same error. This went on for another 15 minutes.

Then finally, they started the process all over again, this time they scanned the correct barcodes and it went right through. It was agonizing, especially while holding a baby.

But again, this was a couple months ago. I did go back and the person at Geek Squad was super helpful and wanted to get the screen protector just right. Honestly the first time was good enough, but they insisted that they could get it better so they tried 2 more times, and all that at no charge. There were other customers there as well for various reasons and they all seemed to be getting great service as well.

There was another instance when I was in to purchase a camera lens. It did take them a while as they were training a new rep and I was totally okay with them taking their time, as they had been helpful and kind. So it does feel like they are working on it, or maybe I just was there at...

The installation process has been a nightmare. There were a number of extra accessories that were sold to us that was not needed during the actual installation. The installation team was horrible. It's been a week since we've gotten our washer and dryer and we're still not able to use either one. There have been 3 teams out to the house and it's still not done.

The first team delivered the new washer and dryer and hauled away the old washer and dryer. He said he could not switch the door opening side because it didn't show on the work order, that he's not able to do it because it's a different person that does this part, and that we needed to go back into the store. We went back into the store to return the unused and unneeded accessories and inquired about switching the door opening side. During the sale, we had spoken with the associate and he assured us that the installation team would be able to switch the side for the door opening for both washer and dryer. We explicitly went over this detail because of the configuration of our laundry room, we wanted it the same way for the new washer and dryer. Nevertheless, during our second store visit, we went ahead and paid a second time for the door opening to be switched. The new associate was the supervisor on duty said he looked up the washer and dryer we had purchased and that switching the door opening side was possible for both the washer and dryer.

The second team came out to switch the door. He said he can only switch the door for the dryer, not the washer. And that the best way to handle this was to use a longer cord for the dryer and flip the position of the washer and dryer in the laundry room. We had no choice; we said okay and waited for the third team.

The third team said they cannot switch the door at all. He went and got a longer cord, installed the longer cord, and then all of a sudden says 'Oh this is the wrong outlet for a dryer. The outlet is meant for a range, not a dryer.' I asked him to put the other cord back so that we can at least use the washer and dryer for the weekend. He refused to put the old cord back and I asked him to leave my house.

We are now a full week without a washer and dryer that's working. The laundry is piling up. We emptied out the area around the washer and dryer so that it's easy for the installation team to haul away the old washer and dryer and install the new one so we have contents of our laundry room in another area of the house. I am frustrated beyond belief.

Oh and here's the cherry on top of it all, I called Best Buy Customer Service when the third installation team left and I STILL HAVE NOT RECIEVED A CALL BACK. I had gotten some appliances in the past from Best Buy and had a good experience so we went with Best Buy this time around too. This has been a dreadful experience and I highly doubt that I will be rendering services from Best Buy...