Best Buy — Local services in Springfield

This Best Buy in Springfield, VA, managed by Stefan McClanahan is the dirtiest and poorly ran Best Buy I've had the displeasure of ever stepping foot inside.

I visited on Dec 24 and received the worst customer service ever.

The only reason I'm giving this store and experience 2 stars instead of 1 is because of the two African American females working the merchandise pickup registers; one was on the register and the other was "a manager" helping with customer pickups.

The other female "manager #2" was light skinned, she could have been either Hispanic or white. The reason I'm providing details about these ladies is because I did not have a problem with any other store employee. In fact, I was joking around with the officer whom was on duty at the front door.

Very nice guy.

Now, manager #2 needs additional training in customer service. I wasted 3 unnecessary hours in this store trying to retrieve the PS4 Iron Man VR Bundle I purchased along with a wireless Xbox headset.

The AA cashier gave me the headset then instructed me to the warehouse section of the store to locate someone who could assist me in possibly retrieving the VR... after wasting time trying to do that, I returned to the register.

I was then told by manager#2 I had to wait until I was notified the item was ready to be picked up.

Let me fast forward this grave runaround - after waiting an unnecessary amount of time to pickup the items I paid for, manager #2 kept telling me I just had to wait because they had a line of customers also waiting.

Let me say, I don't have a problem with waiting; however on Christmas eve there shouldn't be employees standing around when there was an obvious need for all hands on deck assisting the merchandise pickups.

They began telling me they weren't sure if the item was even available to which I replied, It was available when they took my $450. But, I've been waiting all this time and was told to wait some more.

I showed them the transaction info that I paid for the item. After explaining to manager#2 again and trying to figure out what was going on. this was truly going nowhere as time was ticking.

Manager #2 brought me to another register asked for the order number again and told me my item was being held at the Fairfax va store. as if I'm just in the wrong store -

Then she said to me, have a nice day and walked off

By this time it's 5pm. I didn't have time to address her attitude.

I left the store and while on the road, something told me to input the order number again and re-check the location. before going all the way back to Fairfax. OR# - pickup location: Springfield VA.

Now I'm a little heated because I realized Manager #2 was trying to get me out of the store and obviously by the time I returned, the store would have been closed.

I returned to the store, still calm because let's be honest, that officer at the front wasn't there just for jokes. I wasn't going to show out being rude and loud and get arrested or something, acting totally outside of my character.

This time, I decided to contact the GM of the Springfield Best Buy store Stefan McClinnahan. I posted the crumpled BestBuy Thank you flyer from Mr McClinnahan that says verbatim.

I hope you will reach out to me; personally, if there is any way I can assist you with today's purchase or anything else in the future. You can connect with me using the information below.

I decided to text GM McClinnahan and ask for his assistance with a customer service issue I was experiencing with one of his managers.

GM McClinnahan called me within minutes. I explained the situation and the attitude and intent of his manager attempting to send me to another store. McClinnahan said, that doesn't sound like her.

While at the register, I put the phone on speaker so the cashier could verify the products were at the Springfield store proving his manager sent me on a wild goose chase.

GM McClinnahan then asked the cashier, was that customer rude

Worst experience, GM and dirtiest BestBuy Springfield VA.

BestBuy...

Springfield store #269, located at 6555 Frontier Dr. is the worst Best Buy at which I've ever shopped. If I could give zero stars, I would. This particular store is closer to me (approx. 20 miles) than the other best buy stores in the area which is the only reason I tend to go there. Today will be the last time! The customer service is generally terrible, and the store management is awful. If you ever have the misfortune of trying to resolve a dispute regarding a purchase made at this store, do not expect to be treated with any respect or viewed as a valued customer.

Instead, be prepared to be callously brushed aside by the management as though you are bothering them by seeking a resolution to a problem that arose within the store. I have experienced this treatment on several occasions, and I have witnessed countless other shoppers be disrespected and discarded by the staff of the store. If you stand in the customer service or pick-up area lines you'll see what I mean. It's not a nice place.

Two weeks ago I purchased a camera (intended to be a gift for my son's birthday) from this store. I got the camera home and put it away for a few days, awaiting the day of the celebration. Upon opening the gift, it was immediately noticed that the glass fixture above the lens was cracked. I want to emphasize that this box (while in my possession) was NEVER dropped, tossed, kicked, nor mishandled in anyway. Because of the security measures at the store, I never really got to handle the item prior to purchase. It was brought out of the secure area, scanned, and put in a bag. I didn't think it would be broken, so I didn't thoroughly inspect the product in the store. HUGE MISTAKE!

Due to work travel I have been unable to return the camera until today. For two weeks my son has waited patiently for me to get the opportunity to return the damaged device. Optimistic that by some miracle my issue would be resolved and I could return home with good news for my son, I went to the customer service area to explain the situation to the representative. Sadly, I was told that the item could not be exchanged and I was not even given a valid explanation for the decision. When I inquired about the decision and explained fact that the return is within the policy return period, I was given a callous dismissal by on-duty manager Samir.

I was then directed to contact the general store manager Stephan McClinnahan, who was only accessible via cell phone. I explained the grievance to the manager, who conveniently from the comfort of his cell phone told me he would not authorize the return/exchange of the product. I attempted to explain the magnitude of the situation to him, at which time I was interrupted and candidly reminded of his initial response. Further insult came when Stephan then tried to insinuate that I should have purchased an instore service plan and sell me on the idea that it would have covered damages. Why would I need to purchase an additional service plan for something that was broken from the initial purchase? Moreover, the item is within the return period, so an extended warranty should not even be mentioned.

Bottom line, I am out of $200 dollars for a device that was clearly broken while at the store, and the management is passing the blame onto me, the customer because they don't want to do what's right in this situation and exchange the product. I will not be returning to this store ever again. I DO NOT recommend that any one else shop here either. I will make sure to inform my friends and family of the injustices I suffered at store #269. This could have easily been resolved. I only wanted to exchange the product for a working one. But, clearly the store is more focused on metrics and telling customers what cannot be done after they've already spent their money. I will shop at Target/Walmart/online from now on, where you are treated with some respect when issues come up, and not berated by over zealous management that seems to get off on denying paying customers...

Software return policy non-existent.

I have been a long time Best Buy customer and for Christmas this year my wife purchased me a new laptop with Microsoft Office Home and Student. She paid $129.99 + tax on the Microsoft Home and Student. After happily receiving the gift, I was able to purchase the Microsoft Home and Student for about $15 through a better deal, which I did with the thought that I'd be able to return it the $129.99 product to Best Buy.

Today, I went to the Best Buy in Springfield VA and after almost 2 hours of being redirected from the store, to calling 1800BestBuy, then back to the store manager, I was told that because this was a software product that I was not able to return it. I was absolutely floored. I had my wife call in, I had the receipt, I had the credit card that was used, I had the unopened product and everything and the response I got was that Best Buy has an agreement with Microsoft where if they try to return the product it will come back as $0.

I could understand if I had opened or used the product, maybe if I didn't have a receipt... but none of that mattered. The answer from Best Buy was the same. This was their policy and I should have either looked it up online or they could contact their employee assistance line and possibly get it put on the receipts. I also asked the manager, Brandy, what she would do in my situation and she advised that she would just use it for another computer if she was me (which I don't have) or give it away to someone else that needs it. Not an acceptable response in my opinion. This was a Christmas gift, which often times get returned or exchanged and to not have the ability to do that nor have my wife told that when she made the purchase is unacceptable.

Long story short, I will never purchase another product from Best Buy again. And for those that are purchasing software from Best Buy, please keep in mind that even if you have all the documentation of your purchase, and it's unopened, you will not get refunded or a credit for anything in store. They did give me a $25 gift card as Brandy did agree that it was unfortunate, but it doesn't make me feel better since we spent $129.99 + tax.

RESPONSE TO BEST BUY BELOW

Hello Jen,

I clicked on your return link and I actually do not see anything regarding the Microsoft Office and any licensing agreement. Under software it says that unopened software can only be returned for identical software and if I look under non-returnable content I see that it says digital content, which I assume is what you are referring to.

This is something that should have been told to my wife when she was purchasing my Christmas present. This is clearly not a widely known policy, as it took close to 2 hours for the associates in the RETURNS DEPARTMENT as well as 1800BestBuy to articulate that to me. Since my wife was working with a Best Buy associate to purchase the correct laptop for me, it should be expected that the associate would tell my wife that the high value item she is purchasing is not returnable. I can guarantee you that if she was told that, she would not have purchased it. The expectation should not be for her to pull up the website and review the return policy while she is talking and purchasing from the associate.

For those of you that haven't seen Best Buy's return policy, I would highly recommend checking it out. Even with unopened products, receipts, the credit card you purchased the product with, the standard return policy is 15 days, if at all. Again, I will be taking my business elsewhere and I would recommend others...