Best Buy Germantown

We purchased an 85 inch television and soundbar in store for delivery the next day. When we arrived home, the delivery address for the television was not our address and we immediately called customer service to update the information. We were assured our delivery was on track, but we called twice to confirm and yet we did not receive our television. We have called for the last five days attempting to cancel an order for an item we never received and no longer needed. They refuse to cancel the order and we have been given a variety of excuses. We will never make another purchase at ANY Best Buy after they have illegally held thousands of our money.

Everyone was very nice and helpful

Extremely Disappointing and Disorganized Experience at Geek Squad Germantown On October 16, 2026, I had a scheduled Geek Squad appointment at 5:40 PM at the Germantown Best Buy location for a screen replacement. I arrived at approximately 6:00 PM, 20 minutes late. I fully acknowledge that I was late and understand that appointments operate on a schedule. However, the lack of organization, communication, and customer service that followed was extremely disappointing. When I arrived, there were absolutely no clear instructions on where to go or what to do. Was I supposed to sit down, stand in line, or wait for someone to assist me? The only direction I received from the greeter was to head over to the “blue wall.” Once there, I was left standing around with no indication of whether I needed to check in or wait for someone to assist me. What made the situation even more frustrating was that one Geek Squad technician appeared to be actively working while another was simply walking around. I eventually took it upon myself to approach the technician who was walking around because nobody had acknowledged me or explained what I was supposed to do. When I approached him, he explained that Geek Squad appointments are scheduled in 20-minute increments. Fair enough, I understand that I missed my appointment window. However, instead of immediately explaining that I would need to reschedule, he told me he needed to check whether they had the necessary parts available for my screen replacement. At approximately 6:20 PM, I was informed that they did have the parts in stock, but I would need to schedule another appointment to have the screen replaced. After telling me this, the technician simply walked away to the back. My question is simple: What was the point of checking parts availability if I was going to be required to schedule another appointment regardless? If my appointment window had already passed and there was no possibility of completing the repair, why wasn’t that communicated immediately? I take full responsibility for arriving 20 minutes late, but that doesn’t excuse the poor communication, confusing check-in process, and unnecessary back-and-forth. I shouldn’t have to approach an employee who is walking around just to figure out how to receive assistance. What makes this experience even more disappointing is that I’ve used Geek Squad at both the Frederick and Rockville Best Buy locations and have had significantly better experiences. The staff at those locations have been much more organized, helpful, professional, and respectful of customers’ time. The difference in customer service compared to Germantown is night and day. I understand that appointment policies exist for a reason, and I wasn’t expecting special treatment for being late. What I did expect was clear communication, professionalism, and a straightforward explanation of my options. This will absolutely be my last time using Geek Squad at the Germantown location. I would rather drive farther to Frederick or Rockville, where I’ve consistently received better service, than deal with this level of disorganization again. For a company that specializes in technology and customer support, I expected a much more professional experience. Unfortunately, the Germantown location fell well short of those expectations. A little communication and basic customer service would have made a significant difference.

I have been singing the praises of Best Buy for decades. Always recommended them and their extended service plans. Even had their Total Tech yearly membership (that keeps changing each year it seems like) that i have been paying for for 5 years now. Im very close to being done with them. Horrible customer service over the last few years. I bought a dishwasher 2 years ago as well as an extended service plan with it (and the total tech plan). Had issues with it yesterday, called the geek squad . . . They were trying to charge me an $80 diagnostic fee to come out and look at it. Not to mention, they talked me out of buying the dishwasher I actually wanted in favor of this one. Got treated like garbage a couple years ago at the Gaithersburg store after I bought a new computer and needed to transfer data from my old one into the new one, amd ended up not transferring it. Went through about a 4 month process getting a new fridge 4 years ago when they kept delivering broken units and then wouldnt apply my reward points, or the extended service plan. Its been one thing after the other with this once great company starting around 5 years ago. Its really gotten bad