Extremely disappointing and frustrating experience purchasing a lens from them. I went in looking for a specific lens, so I headed over to customer service to let them know that I needed some help purchasing it. They sent me to the camera section to wait for a camera specialist to assist me… but this person never came. After 15 minutes of waiting I found some workers at the electronics section and asked for help purchasing the lens. Again, I was told that somebody was going to come to the camera section to help. So again I waited until someone showed up. I asked him about the difference between the lens that I wanted to purchase vs another one that I saw while waited for an eternity the first time. He didn’t know. So in the middle of the interaction he pulls another person that is a camera specialist to take it from there. Fine. After talking for a bit about the lens and other items that I needed to purchase, we headed to the counter to finally to check out. I especially asked him about the return and exchange policy, and he told me that for exchanges there was no restocking fee at all, and that if I wanted to come back and change the lens to another one, I could do it with no problem. That put my mind at ease in case I didn’t like the lens.
The day after I purchased it, I came back to the store to exchange the lens since I realized that I needed a wider lens. I had another associate helping me who was very nice. I explained the situation and he called a manager to finalize the exchange. Surprise surprise, the manager, Jose,
told me that even as an exchange a 15% restocking still applies. When I told him that was not what his employee said the day before, he insisted that the restocking fee couldn’t be waived. The lens was taken out once and put it back in the box, brand new, and an explorer assured me that there was not going to be an exchange even with the box opened. I honestly didn’t want to fight or argue so I just grabbed my lens and left. Sad that Bestbuy would not take responsibility for what their own employees say or trying to work something out. Well, looks like I’ll be doing my lens and camera equipment shopping somewhere else. It’s incredible to see that Bestbuy would lose a customer that spends thousands of dollars for a 15% fee that I am sure can be waived depending on the circumstances.
Also, the workers there need serious training on customer service or and store policy. Some of them are very nice and pleasant and some appear to be angry at the world and have an attitude. What a shame.
Went here to get my phone fixed from geek squad. The website allowed me to make an appointment but when I arrived the manager or whoever was in charge told me there was no one here that could fix my phone because they needed someone from Apple.
Just a friendly suggestion, if there is no one to fix the phones, please update on the website to reflect that so I’m not wasting my time driving to this location thinking that I can get my phone fixed.
VP
Valerie Patton
Aug 17, 2026
I came in today for IPhone support and scheduled an appointment in advance. I spoke with manager Matthew Burberry. He said the appointments were canceled for the day and they are letting customers know. They never contacted me in advance. I drove in traffic from work to get to them on time. No other options were provided even after I spoke to another manager. Unreliable and poor customer support support
AM
Anthony Morrison
Jul 31, 2026
⭐☆☆☆☆ (1 Star)
I drove over 70 miles to pick up an Excellent Condition open-box TV after carefully reading Best Buy’s Open-Box condition standards. This is also the second TV I’ve purchased from Best Buy this week, and unfortunately this experience was even more disappointing than the first.
When I arrived, the TV wasn’t even in a replacement box as the Excellent Condition standards state. It was simply wrapped in bubble wrap and sitting on the floor. I had the employee unwrap it so I could inspect it before leaving the store.
When I opened the TV in the store, I immediately realized it only included the power cable. The remote, TV legs, wall mount, and frame were all missing. I checked with the employees to make sure nothing had been left behind, but they confirmed the accessories were not there. Instead of offering suitable replacements, I was told I would have to purchase the missing items myself.
I purchased this TV specifically because I relied on Best Buy’s Excellent Condition standards. After driving more than 70 miles, finding that the TV didn’t meet the advertised condition, and then being told to pay for the missing accessories myself, I felt completely misled.
If Best Buy isn’t going to honor its own Open-Box Excellent Condition standards, those standards shouldn’t be be used to influence customers’ purchasing decisions. This experience has seriously damaged my trust in buying open-box products from Best Buy.
⭐ 1-Star Review.
ZERO! ZERO! ZERO!
0 0. 0
If I could give this Best Buy location less I would.
BEST BUY CORPORATE: I AM ASKING YOU TO INVESTIGATE THIS MATTER.
I am extremely disappointed with my experience at the Best Buy store in Sterling, Virginia.
A few weeks ago, I went to this store to purchase a laptop. I later returned because I wanted information about the Progressive Leasing program. An employee named Alondra began asking me questions and instructed me to enter personal information, including my Social Security number. I made it clear that I was not interested in applying for a credit card.
However, I later received a letter stating that I had been denied for a Best Buy credit card. I was shocked and upset because I did not knowingly agree to apply for a Best Buy credit card. My understanding was that I was seeking information about Progressive Leasing.
This situation is especially upsetting because I have been working hard to improve my credit. I believe this application resulted in a hard inquiry on my credit report, and I am concerned about the impact on my credit score.
I reported my concerns to a supervisor, Alex, and also spoke with the store manager, Jose Nolasco. I was disappointed with how the situation was handled and did not feel that my concerns were treated with the seriousness they deserved.
Based on my experience, I felt misled, betrayed, and disrespected. Customers should fully understand what they are applying for and give clear consent before a credit application is submitted. Please be very careful when providing your Social Security number or other personal information, and ask exactly what the information will be used for before entering it.
I hope Best Buy takes this complaint seriously, investigates what happened, and helps correct any credit inquiry or application that was submitted without my informed consent. I will continue to document and share my honest experience until this serious matter is properly addressed. My complaint remains unresolved, and no one has taken responsibility or provided a meaningful solution. Based on my experience, I have serious concerns about the honesty, professionalism, and transparency at the Best Buy store in Sterling, Virginia. Customers, be extremely careful before providing your Social Security number or personal information. I hope Best Buy Corporate sees this, investigates the credit application and hard inquiry I dispute, and takes immediate action. Alondra was the employee involved in the credit card application that I did not knowingly authorize, even after I told her I was not interested in applying for a credit card. I felt misled and betrayed. When I raised my concerns with Jose Nolasco and Alex, I did not feel that either of them acknowledged my frustration or handled the situation professionally. I am extremely disappointed with all three of them and believe this Best Buy location needs better employee training, accountability, and customer service.