Best Buy Lynnwood

For the great customer service I had today! Jeremy along with the other staff were very kind to me when I am not feeling the best. I prefer this store over the one in Everett for many reasons but the customer service is much better in Lynnwood.

I have a disability and needed to use a cart to bring a return into the store. An employee blocked my path and demanded I return “their cart” while physically grabbing it and wresting it from my hands nearly causing me to fall over. This was a standard cart, one of many at the front of the store for customers to carry heavy purchases with. Extremely unprofessional.

I purchased a Canon R8 from Best Buy on May 15, 2025. I’ve only used it once and recently noticed a small crack on the camera. On June 20, 2025, I visited Best Buy to exchange it. The manager told me that if I purchased the Best Buy Plus Premium plan, I would be able to exchange the camera without issue. However, about 20 minutes after purchasing the plan, I was informed that I would need to pay a $250 restocking fee. I was under the impression that restocking fees applied to returns—not exchanges. The crack on the camera appears to be a manufacturing defect, and I simply wanted to exchange it for a unit without damage. I asked if I could cancel my Best Buy Plus and get a refund. They told me they couldn’t do it in store but I that should do it online. It feels like I was misled—if not outright scammed—into purchasing the Best Buy Plus Premium plan under false pretenses. I then contacted Best Buy Customer Support to explain the situation. The representative I spoke with apologized and stated: “Michael, I’m really sorry for the inconvenience caused to you. Usually, if there is any issue with the item, there won’t be any restocking fee. I’ll go ahead and help you with the cancellation of the membership and refund. You can visit the store and speak with the manager and they will help you with the exchange right away.” I asked what would happen if the store tried to charge me the restocking fee again. The representative assured me: “As the item is damaged while receiving it, there won’t be any restocking fee for the return. If you do get charged, contact us and we will submit a request. Our concern team will work with the store and follow up via email regarding the refund.” Customer service promptly canceled and refunded my Best Buy Plus membership, and I immediately returned to the store to follow their instructions. I spoke with the same manager who originally encouraged me to buy the membership without mentioning the restocking fee. When I explained what customer support told me, he dismissed it, saying, “Who did you talk to? Oh, the call center? Yeah, they have no idea what they’re talking about.” He instructed an associate to proceed with the exchange but still charge the $250 restocking fee—so I could “take it up with customer service later.” While processing the exchange, the associate then informed me that because my Best Buy Plus membership was now canceled, I had missed the return window. The only way to continue would be to re-purchase the membership for another $50—just to exchange a defective product. At that point, I gave up and walked out. This entire experience has been incredibly disappointing. I was misled into purchasing an unnecessary membership, given conflicting information by customer service, and ultimately denied the ability to exchange a defective product unless I continued paying more fees. This isn’t just poor customer service—it’s bad business. I regret not buying my camera through Amazon.

First things first, if and when the “Appliances” guy goes out of town or if he leaves early, it looked like this department was a total mess. The store manager might make an attempt to help but unfortunately she is not up to the mark in answering questions about appliances. When you are buying appliances paying a hefty $$, you should get all your questions answered without confusion but that is not the case here. And the worst part of my interaction with staff here is with a guy named “MILES”. He was totally clueless in what he was doing and also arrogant by throwing unnecessary attitude at the customers. Overall a bad shopping experience.