Best Buy — Local services in Waldorf

After frequenting Best Buy (in general) on multiple occasions and different locations, I have come to not expecting much from any Best Buy store...very sad, I know. I visited this location on December 28, 2017. I walked through the door and was not greeted. At the same token, I did not expect it; I figured it would be a 50/50 chance my presence would be acknowledged. I proceeded directly to the mobile section and there was a lot of traffic (customers and employees) and I asked one available employee if there was a line and how does getting assistance. After seeming confused, he asked what was I trying to do. I told him I wanted to buy a phone (trade-in). He asked who my carrier was. I told him twice... the second time with more enunciation since he repeated his question louder AT me. He basically said ok and turned and walked to the register. I assumed I would follow since there wasn't much detail as to what was about to happen. He sat down. I stood. He started doing something on the computer (without saying anything). So, I said I guess I'll take a seat, too, and sat down. Soon after, he started asking me for my information. Simultaneously, he kept looking away, seeming distracted, playfully engaging with Elliott, a co-worker (forgive me if the spelling is wrong), saying things like, "How are you today, Elliott," "Elliott, do you need a hug," "Elliott, you look like you need a hug," and halfway updating me on what was going on (once he was finished with this conversation with Elliott) and what he was doing. At one point he keeps asking Elliott what to do next and says something like it isn't his department and doesn't know what to do. Eventually we just sit in silence and I ask what is going on. He tells me something like the computer is moving slow. Ok - understandable. A few minutes later, an employee comes over and says that some customers want to speak to a manager (quietly, but loud enough for me to hear). He says something like "Ok - I'll talk to them," and, I. KID. YOU. NOT., gets up and walks away from me as if I was not sitting there. Who does that? Who does that in a customer-oriented environment??? He walks two feet away (adjacent to me) and begins talking to the customers (one in a wheelchair). I call out to Elliott and tell him I'm not sure what's going on but the guy that was helping me just got up and left without saying anything. Elliott seems shocked and repeats my question to confirm it. After I confirm what I just obviously told him, Elliott then points to him and says, "He's right there." So, obviously, I didn't see him walk away and where he went (again, immediately adjacent to me). I told Elliott I know where he went, I can see him, but he didn't tell me anything and I just want someone to help me possibly trade-in my phone. So Elliott walks over to the guy, and the guy goes to another employee (all of this in front of me) and comes back and tells me that someone else (aside from he and Elliott) is going to help me. The other individual was very tall with blue hair. He was moderately helpful and at least seemed to care. However, at one point, I was checking on something and he walked away (understandably), but I had to call out to him once I was finished and noticed he was texting (or doing something on his phone). He comes back over and the process ensues. At any rate, as I proceed to leave the store, the original guy that was helping me was still being very playful at the entrance/exit with two other employees and none of them said anything to me like "Have a good day," etc., but one young woman (employee) said it to the lady who was exiting right in front of me. And that's fine, because after what I experienced, I just wanted to "Get Out" as quick as I could, but I will NEVER go back unless it is to point out or figure out the original employee's name who "helped" me. BEST BUY CORPORATION: please enhance your customer service training to match, or exceed, the customer service experience at Chick-Fil-A. I am also open to discuss...

I shop here often, so this is not a review based on a one-off experience. I live locally and shop here at a minimum once a month. I get my smarthome gadgets, toys for the kids, electronics for me, even got a cotton candy machine here, true story.

I've been shopping here for about 3.5 years. I'm there often enough that some of the staff even remember my name, which is great considering I don't wear a name tag, and they do, and I still can't remember their names.

Most of my visits are brief. I find what I need and leave without bothering anyone. When I do need assistance, I find a common issue arises. In this store, like many stores who cluster items based on their genre or use-case (i.e. gaming hardware near the videogames, headphones near the mobile phones, etc) often the same or similar hardware gets split up into different sections of the store, and that's alright. Being a savvy consumer I'm familiar with this method.

Recently I visited the store to find a particular type of lightbulb. The Philips Hue A19 White + Color Ambience. This is hardware that is growing in popularity quickly. If you are into building computers, gaming hardware in general you know that the "hue" trend is kicking up with a fury. The top PC and home modders in the world are all using this, drawing massive attention from all corners of the market. That's why Razor Chroma, Philips Hue, Nanoleaf, and so many other companies are creating these "RGB" products. So, when I ask an employee who works in that department where I can find the Philips Hue Color bulb, and he tells me "if it's not on that shelf, we don't have it" then I'm inclined to believe him. In this particular instance, I did, and kept shopping for other items. I went all down that aisle and onto the next. At the other end of the next isle I found even more smart lighting and, guess what, that's right. Philips Hue A19 White and Color Ambiance bulbs. How about that?

Now when I visit the store, and find myself needing assistance, I remember this experience.

This experience, like several others has caused me to reduce the star rating to 4 stars.

That being said, the remaining 4 stars are there for the following reasons. Timing is everything. Avoiding the rush I typically get what I need and leave in 20 minutes. Employees are generally courteous. I have encountered one or two in the last couple of years that were rude or upset about something else, and transferred their frustration to our encounter, but I won't hold it against them. I typically take the time to encourage people to try to put on a smile and try to enjoy the rest of their day. The next time I see them they usually have a big smile on their face and it's a pleasant encounter. The place is usually clean. I don't know who decided putting carpet down was a good idea, but stop it. Just, stop it. Employees try to help when they see I'm struggling. This isn't a typical marker. I'm in a wheelchair and often need a little help getting simple things done. So when the door checker or a cashier sees me struggling with a large purchase they always offer to help and occasionally, when I need it, will help me get my things to my vehicle and happily take my cart for me. This is HUGE for me. Impact +++

Where to improve:

When multiple items of the same type are placed in different areas of the store, familiarize yourself with their locations.

If there is no reason to have the same item in both locations, consolidate them.

Supervisors should take attitude assessments of their subordinates. Learn to read the highs and lows of their demeanor, so you can pick up on when they're stressed or angry or just need a break for a few minutes to get a snack. Nobody likes to be hangry.

Provide a self-service terminal where customers can find the specific product in the store that they are looking for. Unless I'm mistaken, all of the locations for products are logged in the computer when they are stocked, unless they are stocked in the wrong place. Saves everyone...

So, this starts on Thursday January 26, 2023. I stop by to see the laptops on display at the Best Buy Store in Waldorf, MD. It should be noted that the entire time I was waiting for assistance there was a female employee sitting at the register in the computer section with her face berried in her phone the entire time (Approximately 5-7 minutes I was waiting for assistance about 12:45pm). Another gentleman finally finishes with a customer and asks if I need any assistance. I told him yeah was looking at a couple laptops and would like to see one that the website says is an open box and in stock at this store. He proceeds to go to the back at which time I noticed the female red-haired employee still on her phone sitting behind the register in the computer section at the back of the store. A couple of minutes later the male employee comes out with the Open Box Legion Computer. I noticed the sticker on the top that said Shelf Display. Noting that this is a higher end laptop that runs hotter then most and the price only 3% less then a Geek Squad Certified Open Box I asked if they could take a few more dollars off considering it had been running every day for several months. That was shot down.

On Saturday January 28, 2023 I made the 45 minute trip back up to the Waldorf Best Buy with the intentions of trying to get a better deal on the Open Box Legion or purchasing one of the two new options listed above. I arrived at the store in Waldorf, MD at 2pm and proceeded to use the bathroom and then went right to the computer section where I stood and looked at computers for several minutes. The computer section was busy but I noted at least 4 Best Buy Employees in the computer section assisting customers. I went to the front to speak to ehe Manager I approached a middle aged burley gentleman very friendly with a bald head. I explained the situation and he agreed that the gaming laptops do run kind of hot and that he didn’t think there was much wiggle room on the price. He then stated that he would have his Microsoft Certified employee assist me, he proceeded to call this gentleman over the radio and I told him I would be In the computer section waiting. It appeared at this point that the Microsoft Certified Employee being one In the same person as the guy who didn’t really try to help on my first trip.

After waiting for 30-40 minutes and the customers slowing fading away after they were assisted I noticed that only one short black haired female employee was left in the computer section and was assisting a family purchase a laptop (She was very informative in me over hearing her conversation). I then seen the Microsoft Certified Employee and the Red-Haired female (nose in the phone employee from my Thursday visit) leaving from the computer area headed towards the front of the store together. They then left out the front door of the store without assisting me. After I witnessed this and knowing that this employee was supposed to be assisting me and I had been waiting for around 40 minutes at this point I went back to the front of the store and approached the The Burly Bald headed manager at the loss prevention podium and told him “I guess no body wants to sell me a computer”. “I have been back there for 30 minutes and not one person has approached me to help, I guess I will have to find another place to buy a computer”. This is what shocked me, he said “Sorry about that have a good day” there was no attempt what so ever to keep me from leaving by saying give me a second to figure out what’s going on, or if you go back to the computer section I will make sure we get you taken care of. I own a business and I would never let this happen to a customer. So being kind of enraged that we just brushed off a customer about to spend upwards of $2,000 I felt some type of way. I turned Back Around walked back up to him and told him that “Your Microsoft Specialist is more worried about his girlfriend then selling computers and walked back out”.

This whole visit was just a...