I had a good experience with the process. Although from pulling the plug and driving away took an excruciating 4 hours. Granted some of the time was me driving to the bank to get a cashier's check, so the process took 3.5 hours truth be told.
Dro was attentive and helpful.
The only real problem I had was the next day ( and why I gave this 3 instead of 4 stars). I realized I left a box of Playstation 2&3 councils and 30+ games in the vehicle I sold. I was planning on donating these to a charity (after all it is Christmas time). I called the next day to see if they have the box, I was told "Carmax policy is to destroy anything found left in trade in vehicles." Uuuuhhh huhhhhhh. The woman on the phone checked the lost and found just in case, and told me my truck was already moved to the Henderson store and try there.
I called the Henderson store and was told the same thing. I'm sorry, but this to me shows little in the area of customer service, and how little they care about their customers.
I think something found with value, or possible perceived value, a policy of "Call the customer and see if they want to come back and get it", would be a sound customer service policy.