Customer Ratings & Reviews

We're a college who purchased a TV online and was sent a TV. This TV came with a crack and when we mounted the TV and turned it on, the crack became apparent. We purchased a 2-year Geek Squad protection plan, and when we had someone come out to look at the TV, they said it wasn't repairable or replaceable. After 4 customer service representative transfers, I was told the same thing. I would like to say the last representative at least told us that we could go to the store to get a refund on the "Protection Plan." We won't buy from Best Buy again, we can't afford to not receive what we pay for. I wish them the best of luck in turning around this policy.

I’m assuming that the lack of customer service is because of Covid but getting an appointment is beyond ridiculous. Not only do you have to wait for the appointment but then you have to wait at the store in line for the scheduled appointment. What’s the point if you’re stuck waiting in a line instead of being helped at the scheduled time.

When I had to return my product and ask for replacement best buy geek squad charged me again another 40 dollars to cover the product. I asked why if I still had 2 years remaining. They said every time you get a replacement after the 1 year product warranty you have to renew your coverage. Not happy about this kind of coverage.

When I replaced my portable DVD under this coverage I was told to pay 40 dollars to renew coverage on the new device. Not good.

Not only is the protection program and process a joke, but trying to get anyone’s help is a joke. I bought a dryer less than 2 months ago and it’s already broken, after waiting a week and the tech showed up 1.5 hrs out side my time window ( no phone call) and was unable to fix my dryer... the new drum was warped. He told me it would temp work, it would only be making a thumping noise... well the dryer didn’t work at all after the tech left. When I called the geek squad the next day to notify them, I was told no one had submitted a new work order for the new part. The CSR I spoke too told me they would have a manager call me and he would start the process. I asked to have the part expedited because Being a large family and going with out a dryer for 2+ weeks is unacceptable... 5pm comes around no phone call, I call the geek squad again and they automatically picked my appointment for 10 days later... they did not even check with me to see if that specific day worked for me, I was transferred 3xs and put on hold for 1hour and 35 minutes.. to only end up in the wrong dept, again... I call back AGAIN to request to speak to a manager because AGAIN no one called me.. I have purchased every single appliance in my home from Best Buy and have always purchased the extra protection... needless to say the lack of customer service alone will prevent me from purchasing from here ever again. We were told this is extra protection makes the process headache free... but it’s caused a major migraine

I purchased a Dryer with the extra protection plan. Dryer heating element went out after 2 1/2 yrs during COVID19, I called to get a repair and they said that they were not doing in home repairs but if I could find a service person in my area they would pay the bill. I found someone to come out, called Geek Squad while repairman was here, received a verification number from Geek Squad, had the repair made on April 22, paid the repairman myself and sent the receipt into for my refund. They said 7-10 business days, I understand that we are in a pandemic and really have not thought about it but today 6 weeks later I came accross the receipt and realized I had not received my refund. After waiting on hold for almost 3 hours I was told by the "call center" that they had no way of knowing the status of my refund, it was not in the system and they basically did not know anything until the "very small" refund dept entered an update in system. There is apparently not a single person that I can call and talk to to even confirm that they received my request for a refund. Apparently that is normal and the way the process works. I would be a lot more understanding if I had received any communication at all, even just to say we have received you refund request they do not have to tell me an estimated date at this point. Just let me know that your not going to try to tell me in another month that I never sent or they never received my refund request. The call center was useless, not in any way helpful. They seriously said "I do not know anything about this all I can say is you could send another form just to be sure they got it." So now I have paid for the extra protection plan and a $302 repair but Best Buy will not even confirm they have received my refund request. I do not think I am being unreasonable it's been 6 weeks, at least tell me you are working it. I purchase all of my electronics and appliances from Best Buy they can look back on my record, I will seriously be reconsidering this choice because they are not always the cheapest.

Hello, I honestly would give my review zero stars but it wasn't an option for your customers service for mobile protection plans. I've spent nearly 10 hours wasted on hold trying to get some type of resolution for my replacement device and have still not heard back from your customer service dept. And for anyone reading this review, please DO NOT waste your money on the additional protection plan. The company does not respond at all.

The worst warranty program ever! You pay monthly for a warranty program that does not cover water damage or physical damage. The customer service is horrible as well!!

Best buy has limited stores that do screen repairs for 59.00. Best buy will only do replacements for $199. Not worth the added protection if you have to pay 199 every time you crack a screen. Not worth it in my opinion.

You guys just ignore my requests and its been 2 1/2 weeks since I first reported my freezer out. Sometimes you show up and sometimes you call me to tell me I dont have the right parts THAT BEST BUY ORDERED FOR ME.