Best Buy Germantown

*edit, best buy asked me to reach out for further assistance, but only ended up offering that "hopefully they will do better in the future". This entire company is 🗑️ Incompetent staff working this store. My preorder and pick up of a new phone that just went on sale was a disaster. I drove 90 minutes to this specific store to pick my order up. I had to trade in my current phone as a part of the deal. I told the cashier (Ashley) that I would be keeping my current phone so I could transfer my data, and turn it into my local store the next day. She said this was ok. The next day I go to my local store to hand in my trade, they tell it can't be done, I have to make the trip back to Germantown to hand it in. I tell them that's out of the question, as I was already told by Germantown that I could do it this way. The Waldorf store was ZERO help, but that's another story that I'll leave a separate review for. I then get in contact with the assistant manager (Rosmery) and she informed me that (Ashley) intentionally cancelled my trade in and there's nothing they can do about it. This was a $900 refund I was expecting as a part of the preorder. At this point I'm beyond angry that such a large company can 1) be this incompetent, and 2) have this much disregard for a customer's issue, especially when it's their fault. I then get in touch with the general manager (Michael) but that also turned out to be a complete waste of time. His words were "that's not what the employee said happened", as if I had a reason to lie about the situation, and there's only one of us in this equation that is missing a $900 refund. I ended up returning the phone to buy elsewhere. Learned my lesson that Germantown best buy is far from the best, especially if your needs are expert customer service. The staff here could use an overhaul and/ or additional training.

Great selection of Tvs, so helpful to view all the demo models and listen to the sound systems. Gissell gave us great service- answering all our questions, giving good information, not rushing us. She really helped us to make a decision and purchase. Highly recommended.

Lucas and Sebastian was very helpful with purchasing my laptop! Very good with customer and explaining!

I’m specifically reviewing the Best Buy Germantown location. The greeting team was very friendly and welcoming, which was a great first impression. However, my experience with customer service and Geek Squad was very disappointing. The Geek Squad team at this location was not helpful at all. I came in needing assistance, but I was told to do everything online and was simply given a paper with steps to follow, which btw didn’t even work. I don’t understand the purpose of having a physical store and Geek Squad if customers are not going to receive actual support when they come in. I highly recommend providing additional training or support for the Geek Squad team at this location so customers can have a better experience. The front team was great, but overall I would highly recommend the Frederick Best Buy location instead. Their customer service and Geek Squad team have been much more helpful and provide a much better experience.