Best Buy — Local services in Wheaton

On Saturday, March 3, 2018, I walked to this Best Buy location in Wheaton. I have stopped by here many times & had nothing short of a most pleasant & helpful experience. This day however the greeter by the name Ibraham took it upon himself to insult & demand me to remove my trash out of the trash can that clearly many others have used. It was quiet windy this day & I was later informed that the recycle & trash bins were moved inside because the kept getting blown over. I had a few empty water bottles & a few trash items with me, I disposed of the empty water bottles into the recycle bins & my trash in the trash bin right next to it. I had not even stepped into the store yet when Ibraham, in a very abrasive tone said "take your trash out that's not a trash can!" I was completely shocked & in disbelief that I was even being addressed in such manner. I looked at him & said excuse me? He repeat himself in a more aggressive tone "take your trash out now there's a trash can behind me". I said there's clearly trash here already how is this not a trash can? He proceed take your "trash out now I will not repeat myself, I did not catch anyone else thrown trash there but I caught you". I was so incredibly upset that I told him to have a great day & left the store. Mid way out the building I could not justify what had just happened. I came in to do a simple return & considered my drive to the College Park location. I came back in & decided this is not right & I refuse to get bullied out of a store because Ibraham is having a moment. I walked back in & asked to speak to a manager. No manager was available so I was told to wait for Guillermo. I proceeded to continue the point of my visit which was to do a return. While in the process I mentioned to the cashier that I need to speak to a manager when we were done. He very politely asked what happened & I explained. A co-worker asked what the problem was & he said Ibraham was extremely rude to her & co-worker mentioned "Oh, whats new". This is extremely discouraging to hear that this a known issue & nothing has been done about this. I would hope this doesn't go unread & most importantly not addressed with this individual & you should really reconsidered what position he fits best in at this location. My suggest is NOT a greeter. A greeter should be welcoming, pleasant & eager to help. I shouldn't feel like I am walking into a boxing ring to make a purchase or return an item. I patiently waited for Guillermo to become available as he was dealing with a customer issue. While waiting I can hear Ibraham telling a co-worker about the incident. There is no professionalism in this individual. I can clearly hear everything & for the one that was so wrong in the situation he told his story very proudly. Finally, I spoke with Guillermo who was empathetic & provided information on how to contact the GM while...

I have never had such a poor experience with Best Buy. I purchased a surface pro keyboard and smart pen combo online. I received the keyboard without the pen so I initiated an online chat. The person on chat told me the best thing to do was return to store for an exchange. When I got to the store, they informed me that I was sent the wrong item with a different sku them what I ordered, which explained the missing pen. Their general manager, Jose, asked me why online personnel sent me to the store when this should be resolved online. I didn't have the answer to that question. I'm just a customer trying to get what I ordered. I surely didn't want to take time off work to go to the store if I didn't have to. He then proceeded to inform me that they couldn't do anything to help me at the store. They can't process a return because it wasn't the correct item that I received...not my fault. They couldn't swap it for the correct item because they only had a new one and couldn't match the price (I ordered open box excellent condition)...not my fault. They also couldn't have the item of equal value sent from another nearby store to that one for me to pick it up from there. The only thing he could do was print out the return label and ship back the wrong item that i brought for return processing....which I could've just done myself at the UPS by my house and not driven all the way out there for that. Now I have to wait 7-10 days for th to receive it before they can process the return and then try the process all over again and hope and pray I get the correct item in about 14 days. Best buy online did not offer any resolutions to this issue, which was all on them. No replacement options, no expedited shipping options, no additional discounts for the mess they created...nothing. I'm utterly astonished at the poor customer service I received. All I asked was that they go ahead and send the replacement while the incorrect item makes it way back to them in the shipping process so that it doesn't cost me more wasted time for a mistake they made. Nope. They wouldn't even do that. Worst...

By far the worst Best Buy out of the three here in the Rockville area. The customer service is atrocious. Just a bunch of kids who care more about joking with each other than helping the customer.

Preorders here are basically useless here as they don’t come on time and they can’t tell you when they’ll come.

I show up at 11:45 today for the Apple Watch preorder I made a week ago. They either aren’t physically there yet or they needed to go through intake. Cool. Stupid me for thinking a hot product would be available when they open but I’ll come back later as the guy suggests. At 7pm i start heading to the store and figure I’ll call ahead to confirm. I kid you not - at 10 phone calls trying every extension multiple times it’s IMPOSSIBLE to speak to a human on the phone. After having the phone ring for over 8 minutes straight I had to hang up because I was receiving another call. Show up at the store - no watches. The people here have no idea when they will come. They have no idea why the phone doesn’t works. They seem to know nothing.

This isn’t the first time I’ve had issues with customer service and general product competence at this store. Asking for help about my wife’s car alarm that they sell and install was one of the most painful experiences I’ve had in retail. And I’m a low maintenance customer who does their homework beforehand. I can’t imagine what some of the older folks must feel trying to get help at this location.

Plain and simple - every visit I’ve had hear over the past five year the employees just don’t care about their jobs what-so-ever. You have to blame the management here. They clearly don’t care about customer service or lost sales due to the significant lack of effort given by their employees. Otherwise they would set some standards about how to talk to a customer, and how they shouldn’t talk to each other around customers. Thanks for cussing around my kid about how f’d up you got at the party.

Can’t wait to get this watch and never go back...