Best Buy Leesburg

We purchased a dishwasher from Best Buy along with their protection plan. Shortly after installation, the unit stopped working. We opened a service request, and a technician came out, diagnosed the issue, and ordered a replacement part. After waiting about 10 days, we were then told the repair would not proceed and that the unit would be replaced entirely. Since then, we have been trying to schedule delivery and installation of the replacement dishwasher for over two months. Every single scheduled appointment has been cancelled, often at the last minute. In some cases, we received cancellation messages literally minutes after confirming the appointment by phone. We have made dozens of calls, received multiple emails and SMS messages, and rescheduled over and over again with no resolution. At this point, Best Buy has simply failed to honor the protection plan we paid for. Unfortunately, this experience gives the impression that the service is structured in a way that delays resolution and avoids fulfilling claims, without providing clear explanations to the customer. Extremely disappointing experience and a complete breakdown in service and communication.

I’m giving a 5 star review for the customer service we received from Marcus. Marcus helped us out with obtaining a stacking kit for our washer and dryer. Our appliances were delivered but could not be installed due to a missing stacking kit that was not sold to us at purchasing time. The third party delivery crew was not professional at all. We were very frustrated at first but luckily Marcus went out of his way to help us out. We truly appreciate his help and his effort to make the situation better.

I would be putting in less than one star if I could. I tried calling Leesburg to see if I could actually get my question answered... all I wanted was to ask Car & Auto a simple question. The AI was terrible, again, this is my second call to BB, trying a different location as Sterling didn't work. This AI could take lessons from the Sears Repair AI who was fabulous. I kept asking multiple times for Car & Auto to find out about Apple CarPlay installation. It kept asking what I wanted. Then I went a different direction and asked for an Agent. Had to do that multiple times before it got me to Oyma, which meant my frustration level was already on scale. I explained to Oyma my experience with Edward in Sterling. I said I wanted to talk to Car & Auto to ask a question. Oyma wouldn't transfer me until I verified information. I repeated I just wanted to ask a simple question please transfer me to Car & Auto. She refused because I wouldn't provide my information. I requested a manager, she refused until I would provide my information. I didn't and I hung up. My frustration level was now 10 out of 10 as I was already 7 out of 10 getting out of the Sterling call. Unbelievable. Can't even call to ask a simple question without getting the 3rd degree. No, I didn't not want to update my information; no, I didn't want to change the last name that was on the account; no, I do not remember the email I used when I had the prior last name; and yes, I provided my correct legal name for the last 6 years but it is not the one on the BB account - why does it matter? Shouldn't I be able to ask questions? I guess not. Moving on to Fairfax store.

DO NOT TRUST the employees at this store. 2 employees named Daniel and Omar had lied about having an item in stock (One guy with tattoos). I came to purchase a high demand item that was in stock. Both employees said that they did not have an item in store and another customer came along and demanded they sell the item and the employees eventually caved in. I confronted the employees and they were speechless. If they say they dont have something in stock, demand a confirmation that they are not hiding it or keeping for their employees to buy on their shift.