Best Buy Sterling

Great customer service and friendly staff.

Went to return an item and they wouldn't accept it and gave me a shipping label. Called customer service after I left and was told the item should have been accepted. Tried calling multiple times to reach someone at the store with no luck.

Bought a $1000 Tablet in the store last year. It broke down within 1 year, or within warranty period. This best buy refused to help to fix it, or to ship it to get it fixed. We are on our own.

I used to shop at Best Buy for years when their Reston location was open- never had a problem. Even purchased a microwave about 18 months ago at the Sterling location with no issue. So when I knew I was having a full kitchen remodel, they were in my places to compare prices when it came time to purchase new appliances. I knew exactly which items I wanted, had them printed out from the website making it easy to purchase in store. The sales associate was nice, the manager on duty assisted with the sale and they both convinced me to purchase on a new Best Buy Credit Card since it was a holiday weekend and I was making a sizable purchase, I'd get a nice certificate back which could be applied to my purchase when issued. The sales associate even said she'd flag it so she could take care of it when the certificate was issued. I purchased the three appliances and set up the delivery for the following week. Which was where the issues started. I never got a call giving me a time frame as to when the items would be delivered- not a huge deal as I could track it on their app. But oddly the refrigerator kept saying "reserved" and when the delivery truck showed it was not with the two other appliances. And of course, they had no idea. No notification from Best Buy at all. I then call the store and am told the fridge is out of stock and they don't know when it'll be in and they are looking for a "replacement to offer." And the claim would be escalated and I'd hear something in 3-5 business days (it was a Saturday). Um, NO. I just purchased it the weekend before and now it's out of stock? Why was it sold in the first place? So I quickly went to another store, easily purchased the same fridge and called Best Buy back to cancel the one that I'd paid them for and got the refund. THEN, the certificates for my credit card show up and the sales associate leaves me a message to call her back. Instead I go to the store. She is unable to apply the certificate to my order because I had a return on the order. A "return" for an item I never received because it was mysteriously now out of stock. She says, "isn't there something else you want to buy?" Um, no. She gets the manager and he does some override and applies the certificate. THEN, I get home and look up my account and notice there was no credit for the certificate AND then look at the receipt and find it was applied to a COMPLETELY different order. The items were not even remotely close to what I purchased. Someone else just got a discount/refund that wasn't even theirs to receive. So I go back to the store the next day talk to the same sales associate and manager and show them the receipts. They are perplexed and "can't figure out what went wrong" and I'm asked "can we just give you a store credit in that amount? Um, no. I have no intentions of shopping here in the near future and wouldn't have applied for this stupid credit card if it wasn't for the certificates/refund I'd get in the first place. When realizes I wasn't giving in, he then did a refund on my account- which I verified with my online account before leaving the parking lot. So, clearly their systems don't talk to each other. Selling items that are not in stock or available. Then orders and accounts that get mixed up. Training issue? Lack of competence? I don't know, but my lesson here was I shouldn't have tried to save a couple hundred dollars (which ended up being much less) when the other store I purchased appliances from was completely hassle free.