Best Buy Potomac Yard

WENT IN GET AN UPDATED PHONE. GREAT SERVICE BY DORIS AT ALEX. STORE. HELPED WITH PICKING OUT PHONE AND SETUP.

I had such a great experience at Best Buy thanks to Kunle! This was my first time purchasing a TV for my living room, so I had a lot of questions and wanted something that was high quality without being overly expensive. Kunle was incredibly patient, kind, and extremely knowledgeable about the different televisions and accessories. He took the time to explain my options, answered all of my questions, and helped me find the perfect TV at a great price. He also helped me choose a soundbar and subwoofer that fit my budget and completely elevated my setup. I walked out feeling confident in my purchase and genuinely excited to get everything home. Excellent customer service like this is hard to find, and Kunle made the entire experience enjoyable from start to finish. If you’re shopping for a TV or any home entertainment products, I highly recommend asking for Kunle. You won’t be disappointed!

The employees we worked with in the TV department were genuinely kind, professional, and helpful. I have nothing negative to say about the in-store staff—they did everything they could to help us. My frustration is entirely with Best Buy's corporate systems and policies. We purchased a new TV, but unfortunately it arrived with a crack in the screen. We had to arrange for a replacement to be shipped while the damaged TV was picked up. That part was eventually resolved, but the process was much more frustrating than it should have been! One major issue was that we updated the contact information in person at the store, yet the delivery company still contacted the previous person listed on the account. I don't understand why the updated information wasn't reflected in the system. It created unnecessary confusion! Before driving back to the store, I tried calling the local Best Buy for assistance. That's when I found out you can't actually reach the store directly. Instead, you're routed to Best Buy's corporate customer service. That experience was terrible. The representative I spoke with was rude, unhelpful, and couldn't assist with my issue. I eventually hung up because it was getting nowhere and had to drive back to the store. I honestly don't understand why customers can't call the specific store where they made their purchase. If your issue involves a local order or an in-store purchase, speaking directly with the employees who can actually help would make far more sense than being forced through a corporate call center. Another disappointment was the delivery process. Based on how everything was explained, I believed the replacement TV would be set up when it arrived. Instead, the delivery team simply picked up the damaged TV, dropped off the replacement in the box, and left. If installation or setup isn't included with a replacement delivery, that should be made very clear from the beginning. The way it's presented is misleading and sets the wrong expectations. Overall, the employees at our local Best Buy were excellent and deserve recognition for their patience and professionalism. I just wish Best Buy would improve its customer service system, communication between its stores and delivery partners, and be more transparent about what customers should expect. The people working in the store were great—the systems they have to work with are what made this experience so frustrating.

Everyone my wife and I encountered has been professional and courteous. Except for gentlemen who works in the Geek Squad section. We were exchanging a printer that was covered by warranty around 11.15 am on 7/2/2026. We noticed he was working the area by himself. We sat there for 12 minutes without him even acknowledging our presence. I finally went to ask the gretter at the door who refered us to the check out counter where we were taken care of promptly. That's the second time we experienced this attitude with this employee who shows no customer serviceskills. Management needs to get him up to speed with the other employees who make it a pleasant experience to shop there.