Best Buy Germantown

I ordered a pair of apple earphones for my iPhone and went to pick them up from a locker this BestBuy location yesterday. I entered the code, and the locker was empty. The associate and department manager(?) looked in the back and through all the lockers, and said their system showed that the earphones had been picked up days beforehand. They had not, because I received an email notification to pick them up two days AFTER the store associates said they were allegedly picked up. All of this exchange took 20 minutes when I had my fussy toddler with me after work. Instead of simply offering me a pair of replacement earphones, the manager said he had to "review the tapes" and would call me back. I got home and called customer service to politely request a replacement. Suddenly, right after the issue was escalated, the manager called me back and confirmed I had not picked them up, and offered a replacement. My husband went to pick them up today, and unbelievably had to go through the same rigmarole! All of this wasted an hour total of time. These are $20 earphones we're talking about here! I try to give grace, but this was a frustrating experience. I will not be returning.

The atmosphere and staff are formidable

Nick from The Geek Squad was awesome! He was patient with my questions regarding data transfer from one laptop to the other and was thorough in explaining the process.

Today, 5/29/2026 afternoon, Germantown, Md. Store, Geek Squad appt with Nick. He has been a consultant with Best Buy since 2025, his name tag said. I am a Senior and "technically challenged" and can tell if someone is not up for that. Nick was soft spoken, patient, never condescending, answered my zillion questions, did not push to sell, did not rush me, and helped me be comfortable with my new phone. Nick was great and I give him the 5 stars. The store should be grateful to have him. Ask for Nick at their Geek Squad when you need help.