I've always been a big fan of Best Buy and especially Geek Squad. However, I recently purchased a laptop from Best Buy in May for around $1,300-$1,500. Less than five months later, it completely shut down. As a Best Buy/Geek Squad member for over 10 years, I expected reliable support. Instead, the experience has been extremely disappointing. Repair timeline: I was told the repair would take 2 weeks. It has now been over 3 weeks, and the only update I receive is that they are "waiting on a part." Escalation confusion: Four days ago, I was told the case would be escalated. When I followed up today, a new manager said his manager would escalate it, but I'd need to wait another 3-4 days just to find out if that's possible. Impact on livelihood: I work in defense contracting. During the recent government shutdown, no RFPs were coming out, so I was already on hold. Now that solicitations are finally being released, I can't respond because my laptop is still stuck in repair limbo. This delay is directly affecting my ability to do my job and pursue contracts. Policy rigidity: I asked if they could simply exchange the defective laptop. I was told that's not their policy -- it must be repaired a certain number of times before an exchange is considered. Unhelpful suggestion: A manager actually suggested I "just buy another laptop" to use while waiting. That is not a realistic or responsible solution, especially after already investing $1,300+. No alternatives: I asked if they had a loaner program or any workaround. They do not. After more than a decade of loyalty, I expected better. Best Buy/Geek Squad should recognize the impact of delays on customers' livelihoods and offer practical solutions -- not leave long-term members stranded without options. read more

I wish you could rate this store 0. It has taken me 3 separate times to try to get my phone screen fixed for my iPhone 17 pro max through Apple care. They are a one the set retailers to do official Apple repairs so chose here. I went in the 1st time with hopes of getting it done with, they cancelled on me cause no technicians were available and I had made the appointment 2 days in advance and went in at the earliest time they had no heads up or anything. I go in the next day same thing happens again no technicians and they make me set yet another appointment keep in mind this the 3rd one now with no prior notice or anything. I went in today they took forever to get to me, I get there and they tell me about the security delay feature that I have to wait an hr hour for it to dis activate so I can turn off the find my setting, so they can do the work safely? The unprofessional is ridiculous they had 3 days to let me know more then that to be honest to let me know way ahead of time to have that feature turned off so they can do they're work and fix my screen. This store needs better motivated workers, not lazy non caring Young associates worried about just a paycheck. read more

Answered my questions and very professional in doing his job. I would recommend Donald to anyone who is looking for excellent service.

A wonderful & fruitful experience with Jose and Carlos at the Sterling BestBuy location! I mean the customer service was such a breath of fresh air. A night and day difference between these gentlemen and the Tyson's staff. Carlos listen to my concern and came up with a solution that was fair and understandable. He signed me up for Best Buy plus member and I was able to make my exchange without a problem. This is the type of customer service all Best Buy stores should train their staff to have. I highly recommend the Sterling location over Tysons and trust me it's worth the drive. Keep up the excellent work! read more

I went to Best buy yesterday to look for something I asked to sales person about it. they they didn't even bother taking me over to the where it was (obviously if I knew where it was I would have been there) . They pointed to the direction where it was which is almost across the store and told me that they would send somebody over to help me. I went over there I waited about 10-15 minutes no one came. I looked around for another sales person couldn't find them. I walked out, I drove to microCenter in Fairfax Virginia. I asked her salesperson about the things I needed not only did he tell me where I was but he walked over with me to the place videos I went and got me a cart so I could put my items in it and then you proceeded to show me which items would get my needs. 100 + gold stars for micro Center - 400 gold stars for Best buy Ditch Best buy go to microCenter read more

CUSTOMERS ARE YOUR BUSINESS! If you continue to treat your customers poorly like how I was treated today March 7th at around 1pm at the Sterling location, you will have no business. I had a simple purchase that I knew was not available on the floor but asked the associates at the front if it was in fact in stock and on the floor. I was told there were 9 copies and that they were available on the floor. So I went to see if the product was there and nope it wasn't there. So I went back and then had to wait in line just for them to push me aside and be told someone would be there shortly to help. Waited forever for someone to come help and no one showed up. Finally flagged an MOD who rudely explained that they were busy. I understand being busy. I've worked retail. I know how this stuff goes. What you don't do is lazily give customers the go around and toss them aside. Not one apology was given. I left the store angry. I'll be taking my business elsewhere and further discussing my experience with the GM. read more

Simply put I read the reviews. I asked for the Supervisor and was well treated understood and respected . Plenty of parking too.

There is a very good reason this store is losing customers and shutting stores - the service, in my case on a HP OfficeJet ink multifunction machine, was just horrific. I spent more than 6 hours on the phone with representatives, every place except the US, trying to have them fix an HP Office Jet 8130 printer. It stopped printing because I canceled their outrageous ink and paper program. Call it blackmail or fraud, they said they could "fix" the printer if I would just sign up for the ink and paper service. I refused. The "tech support" was hard to understand and clearly I was not going to get a working printer unless I paid out more money. It took AppleCare 15 minutes to reset the Mac and Verizon, yes Verizon, took ivermectin minutes to reestablish the WI-FI connection. So, An "F" on everything for Best Buy and HP. "A" for AppleCare and Verizon. And, I called my credit card company and disrupted the upfront "service fee" Best Buy insisted I pay, even though the printer was under warranty. If you are buy anything from Best Buy be sure you will NEVER need service. HP is no better. read more

I ordered a laptop thinking that Best Buy used to be a legitimate business. I was surprised to discover the laptop would arrive the next day. Since it required a signature, I stayed home. Long story short, I'm waiting at home for the delivery around 3:00 pm when I get a message that says "delivery attempted." I immediately did everything I can to contact them through several different methods, but they insisted the delivery person "tried to deliver the package, and couldn't, so it is being returned." For some reason, they also said the return will take 10 days to process?! Obviously this is something I will be reporting to the bank and I am considering filing a police report about both Best Buy, Roadie, and "Danielle S." the "delivery driver" who "tried to deliver this to my house. Something super fraudulent is going on here. STAY AWAY. (Presumably the package came from Sterling, which is why the review is posted here.) read more

Impossible to reach anyone over the phone at the store. I need a service that I can't make an appointment for because it includes both TV, printer and computer. I have spent over an hour over the phone on Saturday trying to g to get help fir a move. NIGHTARE read more

Am grateful for this store. To get in here, can be sometimes a logistical challenge. A very busy area. Yet with that being said, they had the Bluetooth speaker I was looking for. They were the only one. If other Best Buy's don't have it, more likely this one will. Once you get a parking spot, things do get better. Here there are a lot of helpful employees. There are enough folks working, which does save time. Also they had Sonic Olympics, that my son appreciates for the switch. It's a tidy location, and if in the area, you'll be happy to find it. read more

Disappointed with the return experience--Sterling store, not Gainesville I recently purchased a Microsoft Surface from the Gainesville Best Buy, intending to trade in my Alienware 16 R2. After three hardware repairs on that machine, I wasn't willing to chance a fourth. Unfortunately, that model is excluded from Best Buy's trade-in system (which raises its own questions), so I opted to return the unopened Surface just eight days after purchase. Per Best Buy's policy, returns can be processed at any location, so I visited the Sterling store while I was in the area. That's where the trouble began. The associate at the counter repeatedly brought up "frequent returns"--despite later acknowledging that I do not have a record of frequent returns. He then suggested I use UPS since it was an "online order," even though I explained I ordered the Surface for in-store pickup specifically because I prefer to support my local Best Buy. Rather than simply processing the return, a manager was brought in. Instead of resolving things, he echoed the same UPS suggestion and claimed their system had just been rebooted, making them unable to process returns. But the combination of misleading statements, repeated deflections, and unnecessary commentary made it feel like they were looking for reasons to avoid helping me. Worse, it came across as if they were insinuating I was trying to abuse the return system--without directly saying so. It wasn't about policy--it was about tone and attitude. I followed the rules. The item was unopened, well within the return window, and I acted in good faith. The experience stood in sharp contrast to the professional and respectful service I've consistently received at the Gainesville store. Disappointing to feel treated with suspicion instead of respect. read more

Shopping for a TV can be very confusing. Fortunately, Alec works at the Best buy Sterling. The man know his TVs, OLEDS, QLEDS, all kinds of LEDS. Made recommendations, spent quality time with us. We walked out with a 65 inch TV that was in our price range and had the features we needed, very happy with price and more importantly the service. read more

I Had a phenomenal experience with Sabrina at the front of the stores checkout. It was busy, I had a pickup, an exchange and a purchase and Sabrina helped me navigate through this entire experience with ease. She kept composure and was upbeat, she didn't rush through my experience even with a line of people behind me and she is very kind. This experience has made my day and is why I will continue to shop at this Best Buy. read more

Best Buy Sterling - Pokémon Double Pack! - Appliances Near Me - Sterling, Virginia

One of the worst best buy locations ever. I was here today 03/30/25 and the associate was just rude and lazy. People don't want to work anymore. The store had about 5 associates just standing there not helping anyone. When I walked in several of them saw and no one offered help. I was standing there for some time until someone finally had the decency to ask me if I needed help. It is a shame that with this much competition they still treat people like that, especially when so many associated are just standing there doing nothing. read more

Misplaced my store credit issued by this Best Buy at this location. Spoke with Best Buy corporate on bestbuy.com and they said that the local Best Buy in Sterling could help me at least get the card number so I can buy something online. Its tied to my Best Buy Account. The manager at store said they could not help. All good. No more frequenting Best Buy. read more

I went there (Dulles Plaza), for some advice from their GEEK SQUAD and Computer sales team. The attendant, William, at the Geek squad desk was very helpful and advised me on how to rectify the situation without trying to "upsell" me. He did mention the Geek Squad options for the future which i will definitly use in the future. read more

Complete bait and switch! Rip off. I ordered a cooking range they charged me $ 349.00 for installation and waived the $ 59.00 haul-away charges since I'm a total tech member. I paid close to $ 4500.00 to wait for over 3 weeks and the delivery team came on Friday (05/31/24) for delivery and installation. They said they were subcontractors and did not care about #BESTBUY and wanted additional dollars for installation which I refused. They cunningly said that they would leave the appliance at my place and come back after I told them I had to speak to BESTBUY. I complained to the GM of the Sterling, VA store and told them the happenings. He said he would talk to the subcontractors and get back to us. He finally got back last night and wanted $ 500.00 extra. This is gouging. We politely refused his offer and asked for cancellation. I'm going with Costco which offers free delivery, installation, and haul away. Lost time, effort, and energy dealing with BestBuy. Do yourself a favor and never order any appliance that involves installation with Best Buy. Attaching my receipt as well. read more

Best Buy Sterling - Appliances Near Me - Sterling, Virginia

Sent me the wrong home sound system, bought a vizio and got a Sony instead, went to their store to return it, Spoke to the store manager, who seemed pretty clueless on how to handle a simple transaction and passed the buck over to their general manager. He sends an email after repeated emails from me and then disappears again. Best Buy should train their managers on customer service and teach them how to deal with paid customers. I still haven't received my product, and the general manager just disappeared. Took it up with my bank but what a bunch of hassles over their mistakes. This store deserves less than 1 star! read more

To start I'm not sure how physical best buys are still open and doing business. I'm not an impatient person but only to an extent. I went in this morning to buy a gaming pc for my kiddo for Christmas. I didn't need to ask any questions, discuss the purchase with anyone, I knew what I wanted, had my best buy card out to make the purchase.. I'll add this was before I ordered a gaming pc that I was told wouldn't be able to be shipped on the promised date.. anyway back to the story..25 minutes I stood around and not one person was able to help me make the sale. So I left. I get it, no one wants to work. Your store is understaffed.. but a $1,200 purchase is a $1,200 purchase. Best buy do better or you'll be going the way of circuit city before you know it. read more

So we've been here twice now in the past couple of months. I will be honest I think my trips to Best Buy used to be more frequent back in the day mainly because they used to have good deals on CDs. Remember those? Ok but its a new day and Best Buy has evolved. So on this trip we came looking for a few items for our TV. 1. was TV stand since the one we were using didn't quite fit our Fios Box and 2. other AV equipment, and we also needed some sort of wire for our other TV. We were promptly greeted upon entering and the sales folks asked if we were looking for any in particular. We were then whisked to the area of what we needed. The TV stand collection was ok, they didn't have a huge selection not that I was expecting one. Thankfully we did find on that worked. They brought out the box from the back and were able to pay for our purchases in the TV section. I still remember back in the day having to lug your stuff up to the front and go through those crazy check out lines with the price is right looking tags that told you what line number you were in. Then the gentleman even brought the item out to our car for us. Overall, I have to say I'm impressed with the level of customer service and how this place has evolved to meet the changing needs of consumers. read more

Best Buy Sterling - Appliances Near Me - Sterling, Virginia

The Geek Squad came three weeks ago to assess what was needed. Their window of return was two weeks ago. They followed up with a day and time when I would be out of town. They came four days later, a week today. They installed a new TV, spond be etc. they said they would call back on Wednesday to see that all was running fine. No call. I watched NETFLIX 0n Wednesday. The TV worked but not the sound bar. On Saturday the TV came on for two minutes then it spontaneously shut down. I called Best Buy. No reply. I caled again today, one week later and they gave me a follow up appointment for a week from now!!!!!!! I objected///she got me a requested, but not a guaranteed visit, for Thursday between 12 md 8 PM. I said I was available until 5 PM. She said she noted that.request. The online announcement says -5 , They win...we lose. Find a local vendor. read more

I just had the worst merchant experience that I can remember. I bought an LG tv that was suggested to me by the Best Buy salesman. I told him that my one requirement was that I would be able to talk to Alexa. He assured me that I would be able to. The set was delivered and installed. The remote, however, showed no button to press which would allow me to ask Alexa to do her job. So we purchased another LG remote which was supposed to allow me to speak to Alexa. Only it did'nt work. After many hours on the phone with the Geek Squad we were told to go to the store, return the remote that came with the set and they would give me a remote that would work. We were assured that the info about the exchange would be the Best Buy computer. When I went there today the message was not in the computer and they never have LG remotes that they could give me off the shelf . ..... they could not understand why I was told that they would. They said that if I want a LG remote that can talk to Alexa I would have to buy a much more expensive set. (The carton that the set I bought came in says it has "Alexa built in.") I'm finished with Best Buy and its Geek Squad. read more

I'm going to thoroughly enjoy when this location becomes a satellite Warehouse for Amazon. Lacking in all common items. Lacking in customer service. All around garbage read more

Perhaps the CEO if there is one should dial his/her own stores and experience the poor service. Don't they understand to inspect what they expect. Customer service is pathetic. Tried calling the store for three consecutive days to purchase a TV. Since Hubert Joly left the company, the service went south. Hedge fund ma be. Customer service does not matter. We shall see! Hubert Joly, former CEO and chair of Best Buy, says people are not a resource, they are the creative engine of innovation and change that companies urgently need.Dec 2, 2021 I would like to return the TV and buy another one from Costco. Incompetence, GM is not around. His voice mail is full and he does not respond to customer email. I have a TV purchased from Best Buy sterling that need to be hung and functional. Can't get anyone to respond. I would never go back there. Sterling VA. read more

Stay away from this Best Buy, every time I brought up an item it was doubled the price listed on the label. Only reply I got was the prices aren't always marked right. read more

0 stars honestly. Curbside pickup function is messed up or something because I've made the mistake of ordering for curbside pickup and had to wait 20+ minutes before just going in the store myself to get the order. I did the check in process correct, spot, car size, car color on the site and also called into their "service line" which I don't think is directly connected to the store to tell them I'm waiting. They say "oh it'll be right out ma'am" yeah no. Plus Amazon prices are just so much better so in this day and age no reason to really need to go in store unless you need to see TV size in person or phone model or something. But again, go buy it from Amazon than waste your drive and time waiting for a product that's overpriced at a store that says they do curbside but really doesn't. read more

Love the price reduction policy here. We bought the Fitbit Charge 2, Whirlpool refrigerator water filter and Welch's gummy fruit snacks from $203 down to $123. The staff here are always kind and very informative. This is the reason why we come here. read more

Best Buy Sterling - Fitbit Charge 2 and the Whirlpool refrigerator water filter - Appliances Near Me - Sterling, Virginia

Bought a dishwasher from Best Buy Sterling. Their installation team succeeded in the installation on the 1st try, compared to Home Depot's "Professional Installation" jokers who came to our house THREE TIMES & failed to ever successfully install a dishwasher in our completely normal, noncustom kitchen. Kudos to Best Buy's installers; will not ever again pay Home Depot for "Professional Installation". read more

Super frustrating experience. Purchased Studio LG range with a promised delivery date. Date canceled & pushed 17 more days. I immediately called and secured a claim # and guarantee which could only be issued post delivery. The range is now delivered and the Best Buy help desk is (1) trying to renegotiate allowance (2) form. Supervisor is not available and they may call back in 48 hours. What the heck?!?!? I want it resolved now or pick up. Shame on Best Buy. After a frustrating day yesterday, today was a charm. One call & resolved. Thank you for stepping up and following through! read more

My kids bought two acre gaming laptop: one does not work at all from the very beginning and the other one has problem after one month. We are misled by the so-called reviews which are actually written under certain incentives from the Acer manufacturer. Never buy Acer laptop!! read more

Best Buy Sterling - This is the new one that does not work at all..... - Appliances Near Me - Sterling, Virginia

This store cancelled my order without notice or any type of explanations. Wasted my time.

It's​ sad that the Sterling location is 110% more helpful, friendly and cleaner than​​ the Reston location. The staff is friendly, the security​ (the employees in the yellow shirts) team even greets with a warm smile as you enter, and the overall environment​ is light. You can see that the employees still have their sense​ of humanity and their souls have not been sucked out. I have been in this location a handful of times (but will be making this my home location since I am DONE with the Reston​ crap show of a Best Buy). Each time I walk in I feel like I am more than​ a dollar sign. The staff is very knowledgeable​ and it doesn't​​ seem like they are annoyed about having to help their customers. ​ Recently, I needed a new screen protector for my iPhone X and a girl named Rachel (the supervisor of the mobile department) even put the screen on taking her time and making sure there weren't any bubbles underneath​ it. She smiled, asked if I heard about the newer iPhone that had been released and asked how I was liking my X. I really like the staff and the management at this location they make you feel like you are more than a potential sale but like a member of their family. I believe the Store Manager is called Obie or O.B. I assume he is the store manager but I have seen him wear a magnolia manager nameplate. All I know is he is doing a great job at this location and has won me over and restored my faith in Best Buy. read more

Beware of their sucky return policy. We tried to return an Amazon Fire Stick that was NEVER OPENED and they refused. They wouldn't even let us exchange it for something else. Their sucky return policy only allows you two weeks; other retailers allow you 30, 60, or 90 days. Costco allows up to one year. From now on we will only purchase electronics from Amazon, Costco, or Walmart. We will NEVER shop at Best Buy again and will cut our BB credit card into tiny little pieces. Can't wait until this retailer goes down the same path as Radio Shack and Circuit City. read more

Ali helped us buy a TV tonight - knowledgeable, patient, professional. The poor reviews I see for this location must be from before he started : Update: we ended up doing more research after our purchase and returning the TV. We couldn't get ahold of our sales guy on the phone and ended up going into the store repeatedly to get the return processed. Each time we were there we waited for quite a while. I still recommend Ali, but the rest of the experience...no thanks. We ended up buying our replacement online. read more

I would give them a 0 if I could. Worst store - absolutely no courtesy or respect. I wanted to switch my phone service to Verizon. I waited in the line for customer service for about 15 mins. A customer service rep walks past me and ask the lady next to me if she needed any help. When she said I don't need any help then I mentioned to the rep that I needed help. So I explained her the situation with switching phone service. What I noticed is she was giving me wrong info she told me if I switched the service max I can per line is $800 and I had to stay with Verizon for 3 yr. When I informed her that I was at another Best Buy two days back and the rep told me it's $1000 per line and I had to stay with Verizon so 30 months. She told me that is not correct. So i asked can you please check. Then she logged into the system and reviewed the deal she agreed with me. Then I told her you had mis informed me earlier she obviously did want to agree that she was wrong. It's probably her ego. Then she claims she has been up till 3 am working at the store. Then she informs me I was rude to her. I explained her it's her who's was being rude. When she walked past me when I was next in line for customer service and started helping others. Her response to me was "we made eye contact" ! That is why she was helping, the other lady when that lady was not even looking at her . . At this point manager walks in and asks me to leave. What a manager he did not try to understand what led to this conversation or who was right vs wrong. How can his rep be ever wrong ! It's always the customer mistake. Don't shop here go else where where they treat customer with respect. read more

Went there today, Monday, at 1 pm just to buy a computer mouse. Was not offered any assistance, but no problem since I found the item on my own. Went to checkout and had to wait 15 minutes before I could pay and leave. Only one person working the register, and he was doing what was apparently the most complicated return in history. Plenty of employees milling around but none willing to take your money. By the time I finally left there were at least ten people waiting to checkout. Ridiculous; the customer service at Walmart is better ! I won't be returning to Best Buy....ordering from NewEgg is easier and better. read more

Came here a few times and had relatively the same experience each time. Pros: Nice and clean store. This seems to be the standard for most BestBuys and they uphold that. Cons: Wasn't Too pleased with the customer service. The employees seemed to try and avoid me as I wandered the store looking for what I wanted. The one time I was able to get someone's attention, they made some effort to be helpful. But for the most part it seems like a store full of employees that clearly want to be somewhere else, not sayin you HAVE to love you job, but atleast fake it. read more

I spent over $25k on a home theater set up by Best Buy Sterling Magnolia. The initial set up was fine, but when the REL HT1508 subwoofer had a problem I was extremely disappointed with their follow-up and customer service. First, I called the Geek Squad and had to pay $150 for them to just come visit and diagnose the problem. Then technician then told me to bring it to the store to have it serviced as it was still under warranty. When I lugged the ~70lbs subwoofer to the store, they then proceeded to explain that due to their "internal process and liability issues" I needed to contact the manufacturer directly, ask for original packing materials/box, and do everything on my own. After spending $25k for the home theater and another $10k on a home wifi set up, I would have expected more in terms of clarity of process and also customer-focused attention once a problem occurred. I would not recommend Best Buy Sterling/Magnolia for any high-end customized set ups. Fine if you buy a one-off product, but for high end solutions/set-ups then expect customer service and any follow-up post sale you are on your own... read more

This is my to go store for anything electric, phones and accessories. I love it! I have only dealt with two people there. I forget the young man's name but Ayisha has helped me with many things in the store. She has gone out of her way to help. Because of her, we purchased all of our appliances from Best Buy, we purchased a t.v. and sound system for our son (gift for his new home). She is now in phones and is doing excellent job there. She has helped my husband and I with our new iPhones and iPads. Taught us how to use Siri and work on both iPad and iPhone. What a wonderful young lady. She has been working with us for about 7 months and we are really happy that she is there. And she has a great attitude towards her clients. Doesn't matter where she is stationed, she goes above and beyond. read more