Best Buy Lexington Park

Bought a Flatscreen TV. Sales clerk was extremely helpful with product knowledge.

Phenomenal experience with Joey. He is a very knowledgeable and funny employee. He made my day with his charm and humor. In my humble opinion, he should be in management and deserves a big raise.

While I feel Best Buy's overall customer experience is impersonal and poor, I must give a particular Store Manager the highest of compliments as he went well out of his way to resolve a critical technical challenge of mine. I have tried to get this information to Best Buy leadership directly, with absolutely no response (sad). I have been a My Best Buy Total™ member since 2018, purchasing items and using Geek Squad services just a few times over those nearly 7 years. A few weeks ago, my desktop computer started crashing, but I was not confident of the cause. Unfortunately, I was in the middle of setting up my retirement financials and switching medical coverage as well as planning a major household move -- all of which required me to use my computer daily. After a frustrating and lengthy online tech session with no results, I was pleased to be able to set up a Geek Squad appointment at my local Best Buy store (Lexington Park, MD) the same day to diagnose my issue. However, when I arrived at the store, I was told by the Geek Squad representative that a mistake had been made, that they would be unable to look at a computer for days, and that they could not even service my type of computer. This was deeply frustrating given that I had been paying for computer support for years and had barely used it, and moreso since I needed to get my computer fixed ASAP to deal with pressing issues. I do this rarely, but I asked to speak to the manager given the urgency of my issue. Within minutes, Mr. FERNANDO HERNANDEZ presented himself. After discussing my issue, Mr. Hernandez personally looked at my computer and screen shots of my failure mode, consulted with another store employee and suggested the likely cause (faulty memory) and remedy (new memory). I agreed to purchase new memory, and he personally located a direct replacement in stock. I gladly purchased the memory as well as some printer cartridges -- which again he personally pulled off the shelves and rang up for me. Once home, I easily installed the new boards within minutes, and my computer was as good as new. I want to recognize and thank Mr. Hernandez for his personal concern and extraordinary efforts to resolve my issue. He went above and beyond what I would have expected, and as a result he saved my day -- no...he saved my week. I want to thank Best Buy for whatever recruiting, training and/or retention policies and practices resulted in being represented by such a fine young man. As a recently retired executive with a major defense contractor, I know full well the challenges that come with selecting and supporting quality team leaders and customer service personnel. It is often challenging to delight a frustrated customer, but this store manager did it. Best Buy should be proud of Mr. Hernandez, as he represents what we all hope to find and foster in our team.

They went above and beyond! Helped with my computer when it wouldn't charge.