Best Buy Rockville

Poor customer experience and internal disconnect I received the wrong item (ordered an Apple watch and received a cable) and contacted Best Buy support. After being told via email that the investigation was complete and that I could return the item in store, I went to a Best Buy location to do exactly that. The store representative refused to process the return and told me I had to mail it back instead, directly contradicting Best Buy’s own email instructions. This has resulted in multiple unnecessary phone calls, trips to Best Buy, and additional time spent dealing with FedEx—all because Best Buy failed to deliver the correct product and cannot align its internal processes. This experience shows a serious lack of coordination between customer support and in-store staff. For a company of this size, this level of dysfunction is unacceptable.

The staff is friendly knowledgeable. We are always happy yo view and learn about new technology.

I had a return and an online purchase pickup. I was able to complete both tasks with only one line. Very easy!

Best Buy does not honor price matching when the price difference is significant, despite its price-matching policy stating that it will match the price of identical products sold by competitors, both in-store and online. For example, the exact same SSD is priced at $599.00 at Best Buy, while Target and Walmart sell it for $208.00. Store manager David confirmed that the products are identical but explained that the system does not allow such a large price adjustment, so he was unable to assist.