Customer Ratings & Reviews

I have bought many appliances from best buy and will not be buying anymore. I had my washer covered and it broke down on a Sunday the soonest appointment I could get was a Friday. I made them aware that the door was locked and my clothes are stuck in it submerged in water. Friday came I missed work for the appointment only to find out they didn't book the appointment correctly and would need 2 people to diagnose the problem. I wait another 2 weeks for an appointment. I reach out on the Monday to confirm my appointment for Wednesday and made them aware I would be missing another day of work with no pay this time. I called the hotline Wednesday because I still didn't have a confirmation for the time frame the service will take place. I was told not to worry because they would be coming to service my washer. They reach out in the afternoon to let me know I am the 6th job on the list and they are waiting for a second person to be available. A second person was never booked and never became available. So I get a message at the end of the day that they aren't able to complete the service and I have no options. They gave me an alternative day and said they would arrange for someone to come Friday morning. I can't afford to call out another day because I will be in jeopardy of losing my job at this point so I will have to wait another week to see when people become available to fix my washer. At this point the exact problem with my washer is still unknown. So even if 2 people come and unstack my washer to fix what they think the problem is this could mean now I'm out of a washer for 2 months. Meanwhile my clothes are sitting in the washer and my bathroom smells like mold and mildew due to this. I was on the phone with customer service for 45 min to see if there are any other options I have and if they could just send me a replacement washer since they have been unable to address the problem for 4 weeks despite having 2 failed appointments. They were sympathetic but they said there was nothing that could be done. I am disappointed that my case has not been escalated or prioritized. I am also disappointed that I will be facing penalties for the days of work I missed for no reason. I have lost confidence in the geek squad and in their ability to care for and fix this matter. I have doubts that if they come that they will be able to resolve my issue.

I am a total member of Best Buy and bought all the devices, appliances in Best Buy and now regret of buying in Best Buy , the customer service ,geek squad service and availability sucks and some people in customer service don’t know about the things they simply read what you see in the portal and don’t even listen to the problem. I bought a washing machine and used twice , and the service takes 3 weeks to schedule an appointment and 4 weeks to get a t repair and even it’s new under 60 days they won’t know the process how to exchange with a new device. I literally did a mistake of buying all the appliances in Best Buy. I wanted to say to other people if you buying things at Best Buy try to get some warranty from outside not in store. Worst customer service I have ever faced.

False promises galore. I’ve brought my laptop in at least 15 times in a year, every time they return it to me saying it’s fixed, it is not. I was told I could exchange it the last 3 times I brought it in. This last time, I went to pick my laptop up from geek squad and was told they put a new mother board in and everything is brand new. As soon as the agent and I turned it on, there was 2 errors upon start up. They refuse to exchange it and sent it out AGAIN I couldn’t even take it out of the store. So now here I am, waiting yet again. To be told it’s fixed, knowing it won’t. Services keep disabling by themselves and eventually overtime allllll services were disabled. The laptop barelyyyyy works. I paid about $3,000 bucks for something that’s not even worth 300 bucks. Only used for Fortnite. I don’t know if it’s from Microsoft updates, but I am so sick of bringing it in for repairs and waiting for my laptop to get fixed. I’m even more sick of it being reset to factory deleting everything. One time I was coerced into purchasing a usb memory stick to reset it and THAT MADE MORE PROBLEMS EVER SINCE because I don’t have the stick anymore and one time it asked me to insert it. Please don’t ever tell anyone to ever do that again.

Subject: Concerns Regarding Services and Installation Assistance for Mk.2 Video Encoder 4K60 Pro over Phone -> GS Destorying PC & Postponed from Employment throughout Process To whom it may concern, I am writing to address and document my experience regarding the services I received for my PC, specifically concerning the installation assistance for my Mk.2 Video Encoder 4K60 Pro and subsequent complications. Amongst the handful of transfers, no one was able to validate instillation question over phone. 1. *Initial Compatibility Concerns* I initially sought assistance to confirm compatibility of the Mk.2 card with my MSI motherboard. I purchased the hardware from Best Buy, but due to an incorrect coverage plan and misunderstanding at a different location, I was unable to have someone verify compatibility in my home. Concerned about transporting my workstation PC (lower back pain and risk of damage) but despite willing to make arrangements in-store, I was referred to Geek Squad Remote Repair Services. 2. *First Remote Repair Visit* The technician reassured me that the device would be compatible if installed in a different PCIe slot. I manually switched the hardware, and the device read correctly at 100%. The technician offered to perform a "tune-up" at no additional charge, claiming it would improve my PC's performance. However, after deleting root USB files from Device Manager and blocking certain functionalities, my PC began to experience severe issues, including: - Black screens upon boot - Worsened performance (flickering screens, apps closing randomly) - Requiring hard resets to address stability issues -Cold boot required to address stability issues 3. *Second Remote Repair Visit* Attempting to address the new issues caused by the first visit, I reached out for a second Remote Repair session. Unfortunately, my concerns about the pre-existing problems were disregarded. Instead, the summary of the visit inaccurate driver updates, tune-ups, and edits to Windows Defender—none of which I had agreed to. Moreover, I was charged for services I did not ask for, despite voicing my disagreement. 4. *Customer Service and Escalation Attempts* After two unsuccessful Remote Repair visits, I tried to escalate the issue through corporate feedback channels. Unfortunately, I did not receive a timely or reasonable resolution. False promises of follow-ups left me feeling frustrated and unsupported. Was Tx to Remote Repair.. Disregarded 141.41 of unclear charges (Mk.2cov, 1st, 2nd). Offered +149.99 charge 'to fix' on top of unresolved issues. Bellingham office connected me with a supervisor who attentively listened to my concerns per request. They were understanding of the stress caused by these services, helped ground my worries, and took steps to address the situation. Although this resolution came late in the process, I appreciated their professionalism and empathy. 5. *Summary and Request for Resolution* - Services rendered during both Remote Repair visits exacerbated past initial Mk.2 question, leading to the near-total dysfunction of my workstation. - Registry cleaners performed during the "tune-ups" are not supported by Windows (at best deleting needless registery enteries, which take negligible amounts of space, known to cause irreparable harm to operating system), further contributing to the issues. - I request a refund for the services (question over phone versus 6 day - 1 month ordeal) that led to pre-nonexistant destruction PC functionality. - I commend the Bellingham team for their efforts to address my concerns and ensure accurate documentation moving forward. - A resonable solution for now a total of 5 days of employment postponed, discussed with attorney (small claims <$10,000 if needed, if unabe to restore PC to previous functionality or X amount of time exceeds equivalent earnings $10,000>). While my overall experience was challenging, the Bellingham Geek Squad team helped restore confidence and initiated steps toward a resolution. Currently waiting in shop. ..I truly hope to see this issue fully resolved.

I bought an electric stove Nov/2021 not even 6 months later the glass top cracked, called geek squad since i had the protection plan, i was asked to contact samsung for the manufacture warranty. So i did they replaced the glass. This month the oven turn on by itself and caught fire, it had flames coming out, fire department put out the fire. I called the geek squad and they said it will be replaced, then they send a tech and he just looked at it DIDNT EVEN CONNECTED THE STOVE, said he will repair it and left came back to supposedly repair it DID NOTHING ON IT, and says it is good you can use it YET HE UNPLUGGED IT so, its been almost a month i keep calling to get this resolved. May be that tech can take the stove to his house and wait for the fire to start, he wants to risk my family and my house to another fire may be he can take that risk to his house. I GOT ANOTHER REPAIR APPOINTMENT. So lets see how this goes. A month with NO STOVE with my kids and mother are home. So THIS IS TERRIBLE i have been best buy customer for years but this time it has a huge disappointment NO HELP

So new employees are there and have appointments scheduled but between customers, no one waiting, they will not take your equipment to just be dropped off. They won’t take 5 minutes for you to give them info and leave item. They even had one customer in front of me who had an appointment in 30 minutes and would not see them. Again, with no one there to wait on. One employee just left without helping or asking. If you don’t have an appt, they won’t help you. Again, when no customer is there to be helped besides you. How many customers are a no show and they don’t help anyone during that time. Most businesses work with appointments and also walk ups. Try that if you want to provide better customer service. This location is Kennesaw Ga.

If possible I would rate my phone representative a 4 star for effort but because I have been waiting for a response from Geek Squad technician everyone get 1star! I picked up a Washer from the Outlet Store in Houston the product in relatively excellent condition just a minor scratch and tape marks. Connected it after a few days and started our first wash! then came the internal water leak that flooded my laundry room 1star!, I called Geek Squad they immediately scheduled an appointment and had a technician here the next day. He arrived earlier than expected 5 Stars he took the machine apart and stated that the machine was and had internal parts damaged and it could not be repaired properly today and he ordered the replacement parts needed for the repair. The technician said the parts needed would arrive during the week and the next appointment was for 12-7-24. I called to check and verify my appointment on line BUT NO APPOINTMENT WAS ON FILE, So I called the Technician and left a message on 12-6-24 to confirm with him but no response, The day of the appointment I called Geek Squad to confirm my appointment and was told that my appointment was cancelled by the Technician and I would have to reschedule my appointment during my work day within a 12 hour window 7am -7pm 12-10-24 ! I explained I took off last Saturday this Saturday and now I’m to take off Tuesday because the technician canceled my appointment? Why was it canceled and why was I not contacted? So because I started a work order I can’t return it, if they attempt to get to my location before I get off then I will have to reschedule BUYERS BEWARE OF SERVICE PLANS AND GUARANTEES FOR SERVICE #26430472774112724

I am a long time Best Buy customer and have probably bought more than 15 TVs, multiple computers, all type of Apple products and so on. I have used Geek Squad services multiple times with satisfaction. Today was as pitiful as anything I have experienced. I was trying to schedule an appointment to have a tech install a Roku remote that I bought from Best Buy to an 85” Sony TV that was wall mounted by Geek Squad with all the power Iines buried in the wall. It probably wouldn’t take them 15 minutes. I am 75 and am not comfortable tackling the task. I spent more than an hour on the phone with a young female who sounded completely lost and incapable of relaying my request. She must have put me on hold 7-8 times trying to convey my info to someone else but kept coming back with more questions. She eventually said it would be almost $300 and talked about the work to cut the wallboard. I even have a membership with Geek Squad. They obviously man the phones with unqualified, untrained personnel with serious English shortcomings. I don’t blame the young lady at all. I blame her supervisors.

DO NOT USE GEEK SQUAD. I brought my laptop in for a missing key and they recommended a full keyboard replacement. Took 2 weeks to get it back and charged me for the repair. When i went to pick it up, the keyboard and touchpad didn't work, so I sent it back. 2 weeks later went to pick it up again and multiple keys were inoperable, so I sent it back once again. Took 2 more weeks. I go to get it and everything works but now I have a N key in the B position and an M key in the N position. The level of incompetence is almost impressive. How do you do a repair and not quality check the work after a computer has been sent in 3 times for the same issue. Absolutely terrible service and I'll never use them again.

They don’t care the customers, don’t buy extensions warranties that no work never, if you don’t speak english, if you are from other countries they don’t HELP you Never, keep far away from Best Buy. They come 5 time for repairs and the problem continues…

Geek Squad was my go to for years, but I dont know what has happened lately. Too much service outsourcing perhaps? I have an issue with my laptop camera not working. The first 2 service attempts were via remote chat. The level of expertise I received included asking me if my HP laptop runs on windows, and sending the same, pre-generated response OVER and OVER. I decided to call in since my first 2 chats got no results (tech support never even started, just a barrage of repeat comments and questions a technician should know) and was routed to a remote session that resulted in NOTHING. All technicians I talked to seemed like they were helping multiple people at once and only partially interested.

I recently went to a best buy located in woodbridge Va. I told them my problems IE my computer was randomly shutting down on start up. Was told they would run a diagnostic to figure out the issue. They asked me if i bought my desktop from best buy I said no i built it. Was told they would replace any parts if warranty was good. I ask how was that possible when i didnt buy from bestbuy. They said they would? Come to find out thats a lie and so was my issue being the GPU. I RMA my GPU and its coming back to me with no issues found. They also said water leaked from my colaent. Im trying to understand that since I dont have water cooled in my desktop.

I would not even give it a "1" star. I received a LG washer/dryer combo today. The set up or lack of in ridiculous for being a Total Tech Member. They broke the vent hose to the dryer which we discovered after an odor from running the dryer. They did not balance the washer or dryer. The dryer is already scratched. WORST CUSTOMER SERVICE EVER. My husband has been working on fixing it now for over an hour.

Jeff your are the worst!! I had this person pushed to have a case escalated when I gave clear instructions to wait for parts as discussed in my contract per 21-28 days however he after just walking pressing the power button said he knew the issues. What a joke repair is a simple fix company is refusing to acknowledge!!

The Geek Squad came out 2x to connect a Printer to a Computer I purchased and I still Can't print out Word documents, but they expect the customer to pay a service fee evertime they come out.

Terrible service, the workers treat you badly and even to pick up my phone, which was already ready and repaired, they asked me for an appointment. That's something stupid.

They broke pieces previously Caused fan to go bad

I had an issue, I made an appointment, I dropped off my device, I picked it back up 2 days later fixed and ready to go. My wait times were so minimal they’re barely worth mentioning. What I think is worth mentioning is the GeekSquad employee that took my device in, and returning it to me, Mickey. Mickey was very friendly. I haven’t been in the tech loop since the early 2000s which I’m to understand is 100 years in technology years. Even so, Mickey explained the process to me in a way that was easy for me to understand. I was very satisfied with his work and with the work of the techs that worked on my device.

I had a horrible experience with Cyberpower PC building my computer so I went to bestbuy with a part list and had them pick out the parts, order what they could (and i ordered the rest from amazong/newegg), and then had them assemble it. Not only is the cable management perfect the computer runs fantastic. I have to say I couldn't be more impressed with the build quality. I also want to shout out the two agents who helped with part picking and during pickup and drop off. They both made me feel very confident in using them and were extremely helpful throughout the whole process. On top of this I told them I did not need the PC for a month and they were able to assemble it the same week. Seriously hats off to you folks you are incredible.

I am a Best Buy employee. I’ve called on the geek squad 3 times and received excellent service each time. The 1st was to install my refrigerator and water line for my ice maker. The 2nd was to hang my tv and wall Mount, and the 3rd was to repair my Maytag washer that I purchased from Best Buy a few years ago. I was initially disappointed that they referred me to the manufacturer for the agitator repeatedly swallowing my clothes within the 1st year. But I understand that the 1 yr warranty covered that period so it was the manufacturer’s responsibility. When I called on the geek squad after the geek squad coverage kicked in they came out and quickly diagnosed the problem and replaced several parts that needed to be replaced. Now my washer is working better than ever.