Best Buy Germantown

I had a deeply disappointing experience with Best Buy’s corporate customer service regarding a faulty Shure MV7 Plus microphone. I bought it in mid-August, but only opened the box 10 weeks later (because of my wedding, honeymoon, and setting up a home studio). When I did, it didn’t record any sound — it was clearly broken. I called customer service and was told I was outside Best Buy’s 15-day return window, so there was “nothing that could be done.” I then drove to the Germantown, MD store and spoke with the store manager, who was kind and tried to help. But because I didn’t pay for Geek Squad or an extended service plan (I only have a free membership), he said he couldn’t replace or repair it. He even joined a call with corporate customer service, but neither side would lift their policy: both said, “there’s nothing we can do.” I reached out to Shure, and they were willing to repair or replace the mic — but I had to pay ~$30–40 to ship it. And spend 2-3 weeks waiting for the microphone to be returned to me.I declined to go that route because I expected Best Buy to provide some support. Instead, I was basically told: “Go take a hike… Beat it, bud.” What’s more, Best Buy’s membership and protection model is very costly. To even have a shot at repair beyond the 15 day window, you often need to pay for their paid membership or Geek Squad coverage — which, for serious audio gear, makes the risk of buying through them much higher. I now buying all of my high-end audio/video gear from Sweetwater, B&H Photo, or similar retailers. For example, Sweetwater offers a free two-year warranty on most gear (no expensive membership required), plus a flexible “easy pay” payment plan, and a 30-day return/exchange policy. Their support and warranty terms are far superior to what I experienced with Best Buy. Because of this, I no longer trust Best Buy for my creative tech purchases. Their policies, as applied here, left me feeling abandoned and frustrated. I hope other customers think twice, especially for pro-audio equipment. I am left with a brand new, fresh out the box shure mv7+ microphone that does not work. And instead I have to ship off to Shure headquarters for a 30-40$ shipping cost and wait the 2-3 weeks for the verdict! Be ware you shoppers!

Scottie is a great sales advisor. He helped us out with our HP Smart Tank Printer and answered our questions. Thank you Scottie! - Analy Palma

Sadly I can’t say I have had a great experience at this location. Seems like it’s not managed very well and I always feel so helpless and lost. I went there recently to buy a phone they directed me to a particular person whom represents a phone company there and is least helpful or knowledgeable. He was not able to help me at all and went on talking non sense considering my phone carrier is not even with his company. I finally purchased a phone there but months later had an issue with the text feature not giving me any notification or making a sound. As soon as I walked in they directed me to the same person as last time whom said you need to contact T mobile your carrier for this issue. Any intelligent person know s that text messages not making a sound has nothing to do with my phone carrier and this guy actually gets paid to work in the phone section. I was so upset then he went into my phone and tried to figure it out for 10 minutes no luck. They finally told me I have to have their geek squad look at it with an appointment or they have to ship it to Apple and I will be without a phone for weeks. I can’t imagine what insanity that was and they actually expect people to be without a phone for weeks. wow helpless I had a friend take a look at the problem and it was fixed in 5 minutes. I can’t imagine how an electronic store that is a chain across the country can’t even hire people that actually understand the job and the devices they work with. It’s insane and unacceptable and very poor customer service. My own daughter use to work for this location many years ago and under different management it was run very efficient. Extremely disappointing when they can’t even solve something so simple within the store.

This morning I decided to test my luck on getting the new set of Pokémon cards. I walked it to the store and I was greeted by Zaaiha. I asked if there were any Pokémon cards left from this morning's release. She kindly said yes but there was a limit to 4 per customer. I'm glad I was able to get them. Thank you so much for your help this morning. You're an amazing associate!!! If i could give you a 10 star review I would!!! 👏🏽👏🏽👏🏽👏🏽