Best Buy — Local services in Silver Spring Township

I'm having a car stereo installed here. It's the 2nd one I'm having done here. The salesman Jose was great to talk to in the store. Answered all my questions, was knowledgeable, scheduled the installation time and showed an interest in my purchase. My last installation couldn't have been installed better, worked and looked great! That's why I came back for the 2nd installation. Unfortunately, the problem came when I tried to talk to someone in the store by phone. Forget it, they absolutely don't want to, or don't have the time to answer. The first time I called I waited for 4 or 5 min on the phone until I gave up and hung up. Then my wife said you should stay on the phone until someone answers. The second call was on hold for 15 to 20 min until someone finally answered and said that department isn't open on Monday that's why no one answered. I thought, "no one knows how to set up an answering machine"? Then I called back Tuesday and waited 10 min for someone to answer, they switched me to the Geek squad where a gentleman answered and absolutely knew nothing, but tried very hard over the next 10 min to figure out the answer to my question by putting me on hold and talking to someone else. Finally, we got cut off, thank God, and I called back, and amazingly got connected immediately to the installer himself. He was great, answered my questions, added a camera, and rescheduled as I requested. Now, I'm getting this message on my phone that I have to pick up my order, which is the stereo I'm having installed, or that they will cancel it. It's supposed to be being held for the installation, and is fully paid for, but I can't (again) get a hold of anyone to tell them. I sent a return message to Best Buy, after I received the initial message from them, to tell them about the install situation, but it says "message not understood", whatever that means? I definitely will not get another stereo installed at Best Buy, only because of this, it's very frustrating. I can't believe that they're so incompetent on the phone. Not very smart in a competitive market as retail is. Anyway that's my experience. Update: I finally talked to yet another Best Buy customer representative who again had no idea of what I was trying to explain to her, so I cancelled the order. So, I'll...

First I want to say that the young woman who helped me out was very nice and helpful. She and the Samsung Galaxy S9 that I bought were great and deserve 5 stars. I feel really bad for her that she has to have the boss she has...

Manager Sean and "trainer" Alec deserve 0 stars. They both were assisting the lady with the transfer and account lookup, but couldn't be bothered with asking me questions directly. They would look at the female associate and ask the question, but wait for me to answer.

My account lookup was messed up because I am in the process of switching off of my family plan to a plan with my wife at at&t. It was the perfect time to do it since one of my animals threw up all over my old phone yesterday, so I couldn't use it for calls. Sean referred the lady to a number for us to call, so I used my wife's verizon phone. When it didn't work, Sean asked the associate if "he" was dialing the right number (I am a female which would have been obvious to them had they actually looked at me). Then I had to say several times that I had to use my wife's Verizon phone, and he rolled his eyes and said some smart comment of "well that's why it's not working".

Then, obviously fed up and too good to help us anymore, Sean turned to a kid named Alec and said "Here's a perfect training opportunity" with a big smile like HAHA NOW YOU ARE STUCK HERE.

Alec looked less than thrilled to be working there. He didn't speak loud enough for us to hear him, so he basically waited for the female associate (wish I would have gotten her name) to repeat any questions. He really needs to work on his poker face, too. His glare at us was getting me really angry to add to the fact that the whole process was frustrating anyway.

The transfer finally worked (after Alec and Sean disappeared, the lady got help from two other women at the counter who were polite and helpful). She took us to get accessories and was very helpful picking out what was best for us. My wife also asked about the Ring product as a doorbell, which she didn't know about, but the associate got a nice guy to answer my wife's question. Didn't get his name, but he deserves 5 stars, as well.

Basically go there for the products, but stay away from Sean. Not management...

Worst experience ever!! I ordered a laptop on Black Friday to receive an email that my order is ready for pick up, when I reviewed the email the wrong laptop was ordered (easy mistake they were super busy so I understand mistakes happen). Called the local number to the store to be transferred to someone on another continent and being told for more than an hour they have no way to contact the store via email or phone and that the only thing they can do is cancel my order and re issue you a new order. All I wanted was to get the right color laptop and was willing to wait and even go pick it up at another store if need be but they couldn’t help me and told me if I go to Harrisburg they might be able to get me the laptop but could not guarantee it they could only see that they had 2 available or if the store would even help me since mechanicsburg store had my order. So after work I went to Best Buy mechanicsburg location and the manager was very dismissive and did not care about my frustration that I spent over an hour on the phone for a 60 second conversation i couldn’t have with the store because they do not take any calls and all calls are directed to overseas customer service centers. Then instead of being helpful he canceled my order and reordered the computer again making me have to come back a 3rd time when all this could of been resolved by one 60 second phone call. And to top it all off he refused to give me a credit that I was promised by customer service for the inconvenience and had to spend another hour after leaving the store on the phone with overseas customer service and getting transferred 3 times to receive my refund. My whole day was wasted for something so simple but Best Buy had to make things complicated and the rudeness by the all involved and not willing to be helpful just made me want to never go back again or use Best Buy for any of my purchases in the future. Very disappointed with the whole process. If I could leave zero...