Customer Ratings & Reviews

I’ve been a loyal Best Buy and Geek Squad customer for years, but my patience has officially run out. I recently bought my wife a Samsung phone along with a Geek Squad Protection Plan. During the purchase, a Best Buy employee specifically reminded us to take advantage of the plan and get a new battery for her phone when needed. Following that advice, I scheduled an appointment for a battery replacement. When my wife arrived, she was told that Geek Squad no longer services Samsung phones—and that replacing the battery would now cost $200. That’s baffling, considering the protection plan itself cost $170. No one in the store seemed to know how to handle the situation. Eventually, a manager named Shawn came out to speak with her. This happened at the Wetmore location in Tucson, AZ. Instead of offering support, Shawn informed my wife that Best Buy would not honor the battery replacement. When she pointed out the statement on Best Buy’s own website—"If your battery won’t hold a charge, we’ll replace it"—Shawn replied dismissively, “I can show you the fine print if you’d like.” Really, Shawn? That’s your idea of customer service? Since it was clear Best Buy had no solution to offer, Shawn suggested refunding the protection plan. My wife agreed, assuming this was a fair resolution. Instead, she received just over $1—because Shawn prorated the plan. What initially seemed like a reasonable gesture turned out to be another disappointment. To top it off, he handed her the refund with an angry, intimidating look. This experience has been frustrating and unacceptable. After years of doing business with Best Buy, I can confidently say: I won’t be back.

Alright so i dropped my pixel 6 and went into the duluth bestbuy to get my screen replaced, when i went in they told me they can't do a screen repair on my pixel 6, when i inquired about another store to do the repair they told me to go to another store and schedule it there. I then inquired about a replacement and then was told there is a 150 dollar service fee if they were even able to get me a replacement which I wasn't told about when signing up. I eventually left to try another store another day. I highly caution getting gsp on a non-apple or non-samsung device.

Plan is garbage. Doesn't help with problems that come up. Under 2 years of the plan and doesn't cover problem with the phone. Paid $137.14 and then a fee of $116.48 so ended up paying more than the phone with the "coverage" and fee. No physical damage to the phone, but because of a problem with the phone not connecting to the sim card.

The phone we purchased this plan for was whatever G band At&t phased out just after a couple months with the phone. Best buy said too bad and we had to purchase an entirely new phone (from a store that ends in mart) ! Although we did not know until later, all suppling store knew At&t was doing the phase out, but sold these phones knowing they would be obsolete soon. So the phone and the plan was a waste this time :(

The rules to get a return, repair, or exchange are not helpful. You will have a hard time getting a replacement or getting the value of your purchase. The protection plan is just money out of pocket.

I purchased a warranty for my phone for about $100. I unfortunately needed to use my warranty as the screen cracked. I had to pay another $100.00 For the ability to use the warranty. Also a $500.00 hold on my card, just in case the old phone is not returned within 15 days. I have no tracking, no signature is required to receive. It has been four days and no information or tracking has been made available to me. I am told best buy has no way of tracking it because when asked to track and require a signature to receive my new phone the sales person decided for me to not track. I'm guessing because it would have taken their time to do so. They did however get my signature to charge me$ 100.00, and a hold on my card for $500.00. I called and the manager, Etone, hung up on me after telling me the first guy who helped me is no longer working for the geeks. So still no help and possibly $700.00 in fees for a warranty I thought would help me out. Because the sales person Jacob Meiners did not do his job it seems I am being charged. I have tried, and it seems there isNo way to track or find out where my phone is? Until I get an email from Motorola guaranteeing info on the delivery. And still more fees to be charged.I have received no emails, and best buy has hung up on me multiple times after putting me on hold. It seemed they were practiced at avoiding paying customers with issues they caused in the first place. And we wonder why these places are failing and closing. I will shop Amazon next time. The extended warranty cost as much to use as it was to purchase, as well as a$ 500.00 hold if I don't return my phone in 15 days.. It has been 4 days and no tracking or anything that could be helpful was provided. No email, no nothing. I am extremely disappointed and will not shop here again if at all possible. I just wanted my phone replaced via my warranty.

Don't sell protection plans for phones you can't service, or at least allow those phones to be serviced by someone else. I have a google phone, and accidentally shattered the screen. Went to the geek squad and for a "small fee" of an additional $120 I could get a replacement phone in 1-2 business days (so, 4-5 days because it was a Saturday). So, instead of spending a couple hours and $170 at a nearby repair shop and having my phone back same day, I've now spent $270 and won't have a phone with a solid screen for days. Eventually the new (refurbished) phone arrives. I start the transfer of everything, and as I am almost done setting up the replacement phone I discover the thumbprint scanner doesn't work. This phone does not have a face scanning option, so I now have to unlock my phone with the PIN every single time. I chat with someone online they tell me they can't help me and that the geek squad would have to something, and even though they're aware that the geek squad doesn't service Google phones, they can check if it's a software issue or something. Of course, the poor geek squad desk can't do anything. The person gives me a phone number to call to get in touch with the replacement teams. The people at this phone line are VERY hit or miss on their helpfulness. Every phone call starts off the exact same, they confirm my phone number to make sure I get a call back if we're disconnected (over the next couple weeks I was disconnected 5 times, never got a single call back) and the followed up with canned ampathy for my situation. When someone didn't seem to be able to help me, the call was ended. One time I was getting help and then got an email later saying my order for another replacement phone was canceled, turns out they never completed the order. They all assured me they'd put a note on the order to make sure the thumbprint scanner worked, and I went through 3 replacement devices all with the exact same issue, so those notes obviously were useless. 3 devices, hours of my time, 9 time calling this phone number, and still not fully functional phone. Again, had I not purchased this useless warranty, I could have just gone around the corner and had it done the same day. But instead, multiple weeks and so much wasted time. After the 3rd replacement phone, and after talking to 3 separate people who all had different answers, one tells me that if I go in store and talk to the geek squad they'd be able to give me store credit to replace the phone, and that they'd have all the proof that was needed that I had 3 replacement devices. I went to the store, and thank goodness I'd already looked at my own Best Buy account, because the geek squad did not, in fact, have proof of my 3 devices, only 1 of them. I had to show him receipts from my own account in order to confirm this and get the store credit. I was not refunded the "small fee" nor was I able to get a trade-in value for the cracked phone that I no longer had, but this whole process and made me so exasperated I was done fighting. This warranty made my quality of life worse. I most certainly did not buy one for my new device and you can bet I will be telling as many people as will listen about this story. Next google phone I buy will definitely not be from Best Buy so that I can get a more useful warranty.

Best Buy salesman up-sold this warranty for new replacement at time of purchase of the Samsung-Android Note 20 Ultra 5G 512GB phone. When I went to make a claim I was told that the warranty service did not provide a new replacement; a refurbished phone would be sent via mail in about a week. I was told at that time that my 2 year plan would still be active on the refurbished replacement phone. I later received an email stating my plan was canceled and when I called to question the cancelation I was told I would be sent an electronic card in the amount of $1499.99 (not including the tax I paid on the original phone) in lieu of a replacement. I asked about my 2 Year Geek Squad Plan and was told that it was canceled and considered fulfilled. I was LIED to twice by Best Buy associates in Murrieta, CA. No replacement phone is on the way, there is no option to purchase the same phone from Best Buy, my plan has been canceled, and the electronic card does not include the taxes I paid on the original phone. This means to purchase another phone I would have to pay taxes (that I already paid) and repurchase a warranty plan. Had Best Buy associates in Murrieta, CA been honest and upfront about this policy I would not be upset and writing this review. Conclude my negative review is for both the Geek Squad service AND Best Buy in Murrieta, CA.

I purchased a brand new moto g power 21 in December of this year. A month ago, I accidentally broke the screen and went in store to see what the warranty covers - I paid the $52 copay and was told they would send me a replacement - after I receive the new phone, I was to send back my phone with the cracked screen, sounded great!! I assumed I was getting a brand new phone but they sent me a refurbished one, my fault for not asking, but I expected the refurbished phone to pass quality controls and be as good as a new one, boy was I wrong. As soon as I got the replacement refurbished phone I heard a slight crackling/echo when I put the volume all the way up to the max, but it was okay when it was at a normal volume so I thought nothing more of it, well a week later,I went to use Google maps and the sound and feedback was horrible as I was driving and trying to listen to directions- so I went in today to the geek squad to see what could be done- they told me that I could pay an additional $52 (again) to get another replacement phone - I asked them who's to say I won't get another phone with another issue, they said there's no way of telling and that's the chance I take! And he said moto phones are known to have a lot of issues and he tries to steer people away from buying them. My other phone had no issues besides the fact that I got a cheap screen protector off of Amazon and my screen cracked. I could've paid $100 to get it fixed at a local place that replaces screens BUT instead I used my warranty/geek squad plan and paid $52 for a broken refurbished phone and now they want me to pay another $52 to get a replacement for the replacement which was worse than the original phone and who knows what kind of issue the new replacement will have- --will I continue to pay $52 until I get a phone that works correctly????? I only paid $150 for the phone on sale - (originally $250) and paid $90 for the warranty/geek squad coverage I asked for the return of my warranty/geek squad cover which came out to $58.17 prorated - he warned that it would no longer be covered,!! I said for what though? I'm usually really happy with their warranties/geek squad but I'm very disappointed with this experience.

Very disappointed I’ve purchased multiple electronics and never have i had issues till Purchasing a phone,i had specifically asked if the warranty covered cracked screens or charging issues the sales person told me yes i had also asked if there was a deductible and he had said no just bring the phone in if you have any issues.AND We’ll do a instore Return TURNS OUT THERE IS A DEDUCTIBLE THERE IS ALSO A 3-4 day waiting period till i recieve my phone this is ridiculous bestbuy needs to talk to there employes so they can properly explain the warranty procedures.

My phone was stolen tried using the protection plan i paid for. Did everything they said i needed to do, and believe me i got the run around on that! Anyways theybsaid they would replace it within 10 business days waited 14 called back they gave some excuse they cant find a replacement phone to send so they would send a voucher for me to purchase a new one. Its been almost a.month still nothing and now when i call they keep transfering me to different departments until finally they hang up on me. This extra protection is a complete WASTE of money and i will never purchase a phone through best buy again!

I spent an extra 400$ after spending 800$ for my galaxy note 10 plus as an investment so that I would be covered If ANYTHING happened to my phone. Unfortunately my phone was stolen in the beginning of June and here I am in July no closer to having my phone replaced than I was the first time I came in the day after it was stolen. I’ve spent more than 12 hours on the phone being sent from number to number only to end up back here with an appointment at the Best Buy store in Macon on presidential. I Recieved a call this morning from a best buy associate where we discussed what my visit would entail of to get the request for my replacement phone sent out after paying a $200 dollar deductible. Most of the work I do was vastly assisted by my note 10plus so I’ve been lacking in that. I also had to stop a contract job that I’m doing right now to drive out here after stopping at the bank for my $200 deductible only to be immediately argued with before being told there was nothing the employee could do also without any solution to the problem in having being assisted for a service that I already payed 2 years in advance for. I would certainly recommend that anyone not purchase the 2 year service plan upon request. You will be treated like a bum and just straight unimportant even though you have already paid for this service, even if you have spent more than 5000$ at the store this year alone. And try not to completely become irrational when asked if you would a service plan for the MacBook Pro 16 with 1 tb memory you purchased from them. It’s been over 30 days . I’m at the point where me I’m ready to not only take my business elsewhere but advise everyone I am associated with that they should do the same and make sure to inform their associates.

Tried to get my phone fixed while under warranty, show up at the store and they say "sorry, our computer says it expired on the 1st" but I told them I verified it was good thru the 4th when I made the appointment because that is when I actually RECEIVED the phone (you can't start a warranty on a product a customer hasn't received yet - but apparently, BB does!). Store manager told me to call the 800 number to get the date in THEIR computer changed as they can only honor the date that they see, NOT the actual date you receive your item purchased. I call the number - get disconnected 3 times, finally get ahold of the Billing Dept (was told they were the dept that can "extend" the warranty (extend it to the actual date it should have been in their system!). Was told all was good, got a case number, was told I'd have an email with my new warranty end date within 24 hours....and here I am OVER 24 hours later writing this review. WHY now? Well, you all know things are gonna change when I call again so IF by any chance things are all good when I call, I didn't want to give a great review when all I got was the runaround. BB customers NEED to know what they will deal with when they pay hundreds of dollars for this kind of service! Unbelievable!!

I made an appointment to have my phone checked, after they checked the phone they determined that the phone was beyond repair and qualified for a replacement. When they tried to process the claim, for some reason they could never determine, my claim could never be completed, they sent me to another store where they said they could help me there, at the other store they could not process the claim either, they gave me an appointment to Come back another day to talk to another person who could supposedly help me. For 4 consecutive days I was going to Best buy trying to get a solution, they ended up telling me they couldn't do anything for me and just gave me a phone number for the GEEK SQUAD corporate offices so I could call and see if they could help me. Why should I call if the problem is theirs? I left there totally upset and frustrated, they don't have any technical problem processing my payment each month, but when I need them to validate the service they offer, they simply can't do anything. TOTALLY DISAPPOINTED

I was charged over $200 on replacements for broken phones that were supposedly covered under the geek squad protection plan. The second time I went in, I waited over an hour despite making an appointment that I arrived on time for, only to be told that I had to come in the next day because the geek squad representative didn't enter the information correctly and couldn't correct the replacement that day. One of the employees that was helping me had to leave because his shift ended and he told me the replacement was free because the phone being replaced was less than 30 days from receipt, but the next employee told me that this was not possible. I got the sense that this was totally not worth it and that I could have just bought a new phone with the amount I spent on the protection plan and the replacements. The geek squad employees aren't able to repair the phone, all they can do is process replacements.

I've been an advocate for protection plans from best buy for close to a decade now so when I purchased a cell phone from them I didn't hesitate to add the plan. I only paid $160 for the cell phone so $60 for the protection plan seemed a bit excessive but I thought they would help me if something happened to my phone. I've never broken a cell phone screen before but I dropped it and the corner broke with little webs across the whole phone. I brought it in hoping they could fix it but I was told they don't repair cell phones. The associate told me they could send me a new phone in a couple of days but to make sure I sent the old one back or they would charge me $250. I was a little upset that I was going to have to wait two days with a barely functioning phone but I was willing to do it until he told me I had to pay $70 for the phone. It's an older model cheap Motorola and they want me to pay $70 after I paid $60 for the protection plan. I had a watch replaced once using the plan and only had to pay the difference because they didn't have a particular model, otherwise there wouldn't have been a charge. No one explained to me that the cell phone protection plan was different than all of the others. I asked if I could be refunded for the plan since I was misinformed and never going to use it even though I had the opportunity. I was told I could have a prorated refund and at that point I was just done. I left without anything except the knowledge that I will never again purchase from Best Buy.

I have paid for protection plan but they sent a gift card with total value of my Samsung galaxy note 20 ultra ($1200) to the wrong email twice even though they had my correct email on file! Now I have waited another 21 Days per Best Buy's Policy and I still have not received the gift card. This has set me back quite a bit. I had to come back and pay another 1200 to purchase a Phone! The gift card will now not serve its purpose of paying for a replacement as their insurance makes you believe. This is crazy because basically am in the same spot as if i did not buy insurance at all. This has only wasted my time and efforts and caused me enormous ammounts of stress due to the false safety and protection of the insurance plan. I was led to believe that i would be with a replacement phone ASAP when purchasing this protection plan and now I have dealt with this issue for over two months I initiated the protection plan on February 3rd 2021 and it is now April 29th 2021 and still no progress. I was just disconnected with geek squad customer service right now as I am writing this review. They told me they would call me back at the phone number they have on file which is my cell phone number. Only because I came out of pocket they can do that but they do not know that. I believe they think I do not have access to my cell and wont even bother calling me back. They have tried to push me off for so long in hopes that I just let it go so they can pocket my $1200 plus the insurance payments i have made on the account thus far. I am deeply disappointed in best buys geek squad customer service as I was expecting much more from this company. Having a great reputation.

I bought the plan to cover my phone in case something happened to it. Less than a year later i dropped the phone and broke the screen. So i visited my local BB Geek-squad, only to find out there would be a $90.00 deductible!! That's a quarter of the price of the phone! Add the $80.00 i paid for the plan, now I'm almost at half the price of the phone! What a sham, the salespeople are really good at making it sound like the plan is the best thing since sliced bread, that you've got nothing to worry about if your device fails/breaks/gets hit by lightning, run over by an M1 tank, or sinks to the bottom of the Mariana Trench, they just forget to mention that you're going to have to shell out more of your hard earned cash in order to make this costly plan work.

This did absolutely nothing for me. I was sold on a certain coverage and when i needed it, i was told the deductible was higher and i would not receive the level of service promised. I ebded up fixing my phone outbof pocket somewhere else. 90% of the squad has an unhelpful attitude i see them treat other customers badly in store and don't trust someone like that with any device.

Purchased a 2 year protection plan with my Samsung Galaxy S10 phone for $181. Went to Geek Squad in Paramus to get a cracked screen fixed under warranty. They told me they don't actually change the glass or service Samsung phones, just send you a replacement phone & you send the old phone back to them. Great! Problem is there is a $199. charge....So to get them to honor the $181 plan I purchased, I have to give them another $199...Spoke to several employees & an Supervisor at Geek Squad. They understood my frustration but would do nothing. Have had Geek Squad plans on refrigerators, TV's but this one will be my last. Last purchase at Best Buy too. According to the supervisor, the salesman should have explained this to me.