This isnt direct at the Local Bestbuy but moreso the Bestbuy Hierarchy and Home Office.
It should be clearly stated if Bonus offers are only available if you buy a product online vs in store.
Recently, I brought a TV 📺, only to find out there were was a different in online offers vs in store.
It is not indicated, nor stated, to claim all 3 offers you had to buy online.
Please state this clearly because for some customers there offers entice people to buy. If this is a normal practice, I will take my business to Sam's/Costco/Amazon
I was trying to make a purchase at this location around 4:30 pm and I was waiting for a cashier and no one came. This location is ridiculous. Why am I waiting in the checkout section with no cashiers around whatsoever!!! The security guard offered to page someone and I waited another 5 minutes and no cashier came. I just left the items and walked out. I guess they don't need the business.
I am extremely disappointed with my experience with Best Buy. I purchased an Excellent Open-Box phone online, but when it arrived, it came in a damaged box with none of the original accessories included. This phone should have never been graded as "Excellent" in the first place.
I contacted an online customer service representative, who assured me that my local Best Buy store would take care of the issue. Based on that advice, I drove 40 minutes to my nearest store, only to be told there was nothing they could do because it was an online order. The employee even acknowledged that the phone should never have been sold as an Excellent Open-Box item and told me to call Best Buy customer service.
When I called, I was told my only option was to return the phone, but the representative wasn't even sure whether I would be charged a $45 restocking fee. I contacted another online representative, who assured me I would not be charged any restocking fee. However, when I initiated the return online, I was prompted to pay the $45 fee anyway.
The most frustrating part of this experience has been the complete lack of consistent information. Every representative gave me a different answer, and I wasted time, gas, and nearly two hours driving based on incorrect guidance. Does anyone at Best Buy actually know the company's policies? Customers should not have to deal with this level of confusion and poor service, especially when the mistake was entirely on Best Buy's end.
GD
Gissel Deras
Jun 25, 2026
Jimmy deserves a raise! From the moment I walked into Best Buy, he made the experience smooth, easy, and enjoyable. He helped me find the perfect AirPods, explained everything clearly, and was incredibly patient and professional. Exceptional customer service, thank you, Jimmy!
CC
Crystal Carter
Jun 5, 2026
My recent experience with Best Buy Columbia, Maryland location was a textbook example of what customer service is NOT: it was not friendly, not proactive, not guided by integrity, not rooted in common sense, not empathic, and certainly not focused on providing a resolution.
I purchased a desk top computer on 05/24/26 from the Laurel Best Buy store. Unfortunately, by 05/30/26, the computer had already stopped working - barely over 30 days. Since the Columbia location is closer to my home, I scheduled a Geek Squad appointment there.
I arrived and met with (name on the business card provided) Bobby Pierce (Best Buy Business Ambassador). Shockingly he never even plugged the desktop to diagnose the issue. Not a single test. Not a single question. Not a single attempt to understand the problem. His only response was: “We must send this out for service. It might take 5-7 days. It will be service in line with other requests”
This is information the Geek Squad could have easily provided over the phone. Instead, I wasted time scheduling an appointment where absolutely no action was taken. I left feeling unseen and unheard, which is the worst possible customer experience!
Frustrated, I contacted Hewlett-Packard, the manufacturer. They were helpful, but I still felt it was unreasonable for a $1,000+ computer to malfunction just over 30 days after purchase.
I called the LAUREL BEST BUY and requested a manager call back. The next day I received a call from Mr. Bernard Dimeler and this time, he actually listened. He empathized, took ownership, and immediately scheduled an appointment with the LAUREL GEEK SQUAD.
At the Laurel store, I met with Mustufa (Geek Squad Ambassador) and he was everything the Columbia team was not! He listened, inspected the desktop, and provided reasonable options. Within 20 minutes, he ran diagnostics and confirmed the issue: A DEFECTIVE HARDDRIVE
The Laurel store manager, a true gem, Mr. Bernard Dimeler, provided a replacement desktop of equal quality on the spot!!!!!
Customer service is a job you must genuinely care about. If you don’t, the result is exactly what I experienced at the Columbia location: DISMISSIVE, LACK OF EFFORT, AND ZERO INITIATIVE.
To BOBBY PIERCE and the Columbia Geek Squad team at Columbia - If this is the level of service you’re committed to providing, it may be time to find a new calling!
To the LAUREL BEST BUY GEEK SQUAD AND TEAM- especially Mustufa and Mr. Dimeler, THANK YOU FOR RESTORING MY FAITH IN WHAT CUSTOMER SERVICE SHOULD LOOK LIKE!!!!❤️❤️