Best Buy — Local services in Rockville

I am so done with Best Buy. I've been having bad experiences for 3 years or so, since the pandemic, but the pandemic is over and their service just keeps getting worse. My wife was done with them over a year ago and started going to MicroCenter for electronics but I'm a loyal guy and hung in there, even though I've had bad experiences. Holidays, no holidays, summer, winter, it doesn't matter, you drop a computer off at the Geed Squad and its going to be 3-4 days before you get it back. Today my computer crashed and because I really need a computer for business i was a little panicked. My wife insisted I call Microcenter and speak to "her guy" but you can't get through to them on the phone. Another joke. So I figured I'd call the Rockville location, buy a computer, have it ready, come down and have them transfer the data, done and out of there. Called the store, no one picked up, but somewhere in their phone system, I believe it said, purchase a product, and I was transferred to their call center. I literally spent 2 hours on the phone with someone from Panama, who was obviously new. She suggested a Citibank Credit card for a no interest payment for 18 months and much of the 2 hours was spent being bounced around trying to get what normally is a very simple process to get a credit card, to this nightmare. I guess that portion is partially due to Citibank, however, when i got through to the 2nd Citibank person, the problem was solved with obtaining the card. After that, I pretty much handled the purchase myself on the website. I point blank asked the CS agent how long it would take to transfer the data from my old computer to my new one. She said it could take few days, to which I said that wasn't possible and if that was the case I'd have to buy it elsewhere. She put my on hold and when she came back she claimed she called the store and if I brough it in today, I"d get it back by the end of the day tomorrow. I ended up going in at 8pm and was welcomed by a friendly manager, assistant manager and police officer. Got my new computer and headed over to the Geek Squad, where I've been a member for 15 years. 3 great guys were there. The friendliest I've ever seen at the Geek Squad desk. Augustine, Illatti (sp?), and another guy. They helped me pick out an even better computer and so I traded the old, new one back for this one. When I asked to have the data transferred they immediately said, after being there 45 minutes, "Oh no, this wont' get tranferred for 3-4 days. I explaned to them that I spoke to Josie, the online agent and she said the daytime manager said 24 hours. they basically said sorry. So I went back to the store manager, and explained the situation and her response and she weas very friendly, but sorry sir, we are backlogged, there is nothing I can do about it. I explained again, 15 year Geed Squad member, total tech member for 25+ years, please help. Nope, can't put you in front of the other 10 people. So I was lied to on the phone to which I have no ideas what benefit it would have been for Josie to tell me that, and then the manager has not been given the ability, the leeway, to make a human decision to take care of a great customer for 25+ years. So I can'ted the $813 of product I purchased adn I will never, ever buy another thing from Best Buy, ever again; i don't care if I have to buy it off Amazon or better yet, as my wife said when I got home and vented, "Why didn't you do what I told you and go to the Microcenter?" I don't know, because maybe: I'm an idiot. Another great customer gone from Best Buy. Horrible business model and horrible comapny. I'm forecasting a lot worse in 2024 from this 3rd quarter report: Comparable sales decline of 6.0% to 7.5%, which compares to prior guidance of a decline of 4.5% to 6.0%Nov 21, 2023 I should short me some Best Buy stock. They need new leadership fast and a return to even average customer service. 3 guys from Geek Squad,...

Worst of Worst! Wow! I wish I read all the bad reviews wrote here, before I expected it myself! I went to the store at Rockville, MD and I was looking for a fridge, I didn't find what we want, but one manager was very nice and found one for us! I purchased it right away, paif for it on a debit card + protection plan + the hose or what needed + the cost for taking away our old fridge! I ordered it Friday, the manager checked with me if 9 am on following Thursday would be good (first delivery available) and I confirmed! Thursday came woke up and took all what we have in our fridge/freezer put them in coolers and containers around 8:30 am thinking they would come around 9! Checked the Email and message gave time window 7 am - 1 pm, then waited...no call no message and all the ice we had was melted and we lost all the food! It was 2PM and nobody showed up, we tried to call on hold waiting time 52 minutes... no human to talk to! I tried to call the nice manager, but went directly to leave a messag and I did! Then I was about to leave to go to the store and as I was leaving I saw track slowing down, so I went to the passenger side because the driver stopped on the road instead on our long driveway. I saw the passenger door opened, I said hello sir, are you here for the fridge delivery?he said yes, and I said finally you arrived, I was just about yo go to the store it was after the time window! The guy immediately said: DO YOU WANT THE FRIDGE OR NOT? and I was surprised how bad attitude he had! And said why do you think we ordered it if we don't want it? And he immediately was going back to his truck and said you were disrespectful and wanted to leave, so I opened the door so he won't leave and I asked him, what did I say that you felt disrespectful!?? Because I asked where were you??? He kept repeating same thing and I said you can't just leave without delivering the fridge! I called my husband to come outside as he didn't know they arrived and missed the scene! And this is not the way you treat a customer. I asked him to call his manager. He called her and I can hear he was telling her I snapped at him?? And was was disrespectful?? And I said I want you to tell me in front of your manager what I did that you felt that? He started to speak not in English and I said, you have to speak English so I can understand what you are saying and then he wanted to hung up and I said I want to talk to your manager! Have her call me, and thankfully she did! She was very understanding and I was making sure to talk in front of him what happened! He started with his colleague taking the fridge down, but he start saying I was lying and while I was still with his manager, he puts the fridge back in the truck and asked his colleague to leave! We really got annoyed for how unprofessional and bad attitude! And I immediately told the manager and she asked me to stay on hold while she can call him. She did and he was lying right before our eyes and told her he is deliver it?! Then she talked to me back and I told her at that point we really were not comfortable having him getting inside our house! He accused me of being disrespectful, lying and wanted to create a situation from nothing because the way he act? And he kept saying if we wanted the fridge? I said we paid fully for it? What this business that you talk like this? The manager said if we are not comfortable, then they can deliver it for us tomorrow same time window and I agreed. She said we will see it on our email at night. To be contacted - not enough...

The person that helped me buy a camera had no knowledge of 1. how to put in a lens 2. didn't know how to do returns or exchanges 3. bought a camera at the store and online it said there was a free bundle with it, didn't receive it. Had to go back and they had to do an exchange. I've done 5 exchanges and 1 return, out of those times only until the end I was told I couldn't receive a refund because of all the transactions. My husband bought me a camera as a gift, Went to exchange it for a better one. Bought the one with the kit and they told me if I didn't like the lens, I could come back and exchange it for the body only and a different lens. Went and did that and I didn't have enough money for the lens, so I boght the body only. Waited a week to save money and went back to purchase the lens. They didn't have the lens I wanted, so I chose a different one. Then as soon as I got to the car, I tried the lens and the camera was defective. Kept going off even when it was off (took pictures while being off). So I went right back in and told them. They didn't have another one in stock, so I had to get it shipped. Then he said "Since we have to order it online, you could exchange that lens and get the one you wanted that we didn't have." So, I did that. Exchanged everything for a non-defective camera and got the lens I wanted. Received the lens and camera on Tuesday 10/11/16 and when I opened the bag for the lens, saw that the box was damaged. Decided to take photos in case there was something wrong with it. So opened the box, took the lens out. The lens was dirty, had scratches and marks and also some chipping. Decided to try it on the camera, the camera kept saying Error and that the lens needed to be cleaned. Now I put the automatically cleaning on the camera and kept giving me an error. Went yesterday to return it all, because I'm very upset that they would even send me this. I spent almost $4,000 on all of it and yet I get a damaged lens? So what happens, the guy tells me I can return the camera but not the lens (it's about $1,800) because I did a lot of exchanges and the guy that helped me never put in the system that the other camera was defective. So apparently is my fault for all of the exchanges. Now I've been calling the number they gave me for about 5 times. It says they are open from 8am-5pm M-F and I've been calling since then and the machine keeps saying that I should call on the opening hours? I am!! Also mind you that not once did they ever mentioned anything about making all these exhanges, that it would affect me in any way. Also, it doesn't say it on the website nor their receipts and if they staff knows this why won't they let people know? I have all receipts and photos. This is very upsetting. I do not recommend that place. Saw a lady yesterday coming for the second time and they told her that the guy that helped her didn't give her the right stuff. So it's not only me. I wanted to return it all because I don't have time to keep going every week and walk 40mins and take an 1hour bus ride. That was all my savings and now I have to do all this? I'm a customer, they should care. I should've bought everything strictly from Canon and would have...