Best Buy Hagerstown

Horrible customer service. My girlfriend purchased Apple AirPods Max from this location. When we got home and opened the box, some off brand, plastic headphones that didn’t even have Bluetooth functionality is what was inside. She returned the next morning to resolve the issue, bringing the box and receipt, but was met with zero accountability. Even though the purchase was made at this location (and she had even added a protection plan), she was told there was nothing they could do and advised to go elsewhere. Conveniently, they were more than willing to accept payment for a different pair. Normally I avoid negative reviews, but for this spot, I’m making an exception. While walking to grab the headphones for the first purchase, employees were complaining about their hours and scheduling. The morale in this store is clearly low—and it shows in the service. Aside from a few kind staff members, this place is a disappointment. Spending over $500 and being denied customer service is outrageous. If you can, avoid this store. Order online, go to Target, or try Amazon—anywhere but here. (Some of them don’t want to be there anyway).

Helpful employees

This store has provided subpar customer service at every turn for my parents. They purchased an expensive TV that broke within 30 days and the store refused to help or take accountability. Every interaction has been painful and so much time has gone into trying to resolve the issue. The “protocols” they rely on are nonsensical and in NO WAY consider the customer experience. It has been very stressful for my elderly parents. Do yourself favor and go online.

Good experience with this particular store.