Best Buy Manassas Outlet

Outstanding Customer Service from Sylvia! I had such a wonderful experience purchasing appliances from Sylvia! She provided exceptional customer service from start to finish. Sylvia was friendly, knowledgeable, patient, and genuinely helpful throughout the entire process. She took the time to answer all of my questions, helped me find exactly what I was looking for, and made the entire purchasing experience easy and stress-free. It’s not often that you come across someone who truly cares about their customers, but Sylvia went above and beyond! I would highly recommend working with her if you’re in the market for appliances. Thank you, Sylvia, for making this such a great experience! ⭐⭐⭐⭐⭐

Very disappointing experience with the Manassas Best Buy Outlet. We purchased an open-box Samsung refrigerator from this location, and Zach was extremely helpful and reassuring during the purchase. He explained the Best Buy protection plan and specifically told us that if there were a problem, Best Buy would simply replace the refrigerator rather than putting us through a lengthy repair process. That assurance was an important factor in our decision. The refrigerator was delivered on August 26, and our previous working refrigerator was hauled away. Later that day, we discovered that the new refrigerator was completely non-functional—it was not cooling, producing no ice, and the lower freezer lights were not working. The water filter was also missing. Whether the refrigerator was defective when it left the warehouse or was damaged during delivery, a completely non-functional appliance should never have been delivered to a customer. Since then, we have spent hours trying to get help. Instead of the replacement we were led to believe the protection plan would provide, we were offered a repair appointment almost a week later. Our previous refrigerator was already gone, food spoiled, and we were left without a functional refrigerator. Even more frustrating, we were told that if we return the defective refrigerator, we would still lose around $4-00-500 in delivery, installation, protection-plan, and other associated charges. Why should a customer have to absorb hundreds of dollars in costs when the product was defective from the outset? I also emailed the store manager directly and have received no response. Of course, everyone is very nice and helpful when you are making the purchase. But real customer service is how you treat customers after you have their money—especially when something goes wrong and when your employee has made specific assurances. Unfortunately, that is where this experience has fallen very short. We paid over $2,500 and expected much better. We still have no resolution. I would strongly encourage Best Buy to reconsider how these situations are handled, particularly with expensive open-box appliances.

Pictures and video say what needs to be said. Selling me a perfect item that then shows up and can't be used. Shaking my head. Return and refund hasn't been easy either. Best buy corporate can't handle the open box aspect of it.

Good, friendly people at the Geek Squad counter.