Customer Ratings & Reviews

We have been trying for almost 3 weeks to get our refrigerator (a new Whirlpool unit purchased 1 year and 4 months ago at Best Buy with 5 year protection). An outsourced company came several days after we called and originally stated that the back of the freezer was icing up and thereby not flowing cold air to the refrigerator which is why it wasnt cooling and all of our food was ruined and had to be thrown away -- however, I explained to him that was not possible as the freezer and refrigerator were designed to resemble each other to be used side by side but were totally separate units not connected to each other and functioning totally independently (which undermines any confidence I had that he knew what he was doing). He then stated thank you and came to the subsequent conclusion that the compressor on the refrigerator was the problem and they would have to order a replacement. We didn't hear back so followed up and were told that someone was coming last Friday -- that (different) outsourced contractor (RR Appliance Inc) called the day of the appointment and informed us that they were not coming (Best Buy apparently unilaterally sets appointments for them and sends them instructions on the computer which they can ignore), and rescheduled for 4 days later (we in the interim continue to have no refrigerator for our family of 4 for weeks). Then today, they called mid-morning and AGAIN informed us via voice mail that they would not be coming as their technician was not available (hey, Best Buy, maybe you should impose fulfillment standards on the outsourced contractors you use and maybe they should have multiple competent factory trained personnel (that understand for example that stand alone refrigerators are not cooled by a separate standalone freezer) so that if one person doesn't show up your customers are not left in the lurch). I called back and tried to get the outsourced company to make it a priority since they cancelled twice in a row and a refrigerator is kind of important generally but especially when you are a family with two minor children, but the scheduling person couldnt care less and said that their earliest appointment was this Friday coming up, 3 more days from their SECOND last minute cancellation. I asked to speak to a supervisor but she said they did not have those and I could call Best Buy and ask them to send a different contractor. After about an hour on hold, and being passed around a few times I spoke to someone who seemed in an outsourced foreign call center who said that he scheduled someone for tomorrow -- I asked to confirm who was coming and if they would have the parts and be informed of the diagnosis from the first tech that came out and he said he was adding notes, and I asked if I could speak to his supervisor -- he said that she was busy but would call me back -- I asked what her and his direct numbers were so I could follow up when I did not hear back but he only gave me the 800-BEST-BUY number. After 5 hours when I of course received no return call from the supervisor I called and again was passed through 3 people after an over 45 minute wait including someone who definitely was in a call center in Asia -- she was very nice but I had difficulties understanding her English, I was finally transferred to someone who seemd to be a native speaker of US Engligh and was very sympathetic and put me on hold but was not able to get through to anyone. He noted that my scheduled appointment was with the same RR Applicance that told me they had no avilability until Friday and told me to prepare myself for the likelihood that they will not show again, and suggested that I call back tomorrow again to Best Buy (which will be the 5th time to call them to resolve this). The installation of the refrigerator and its trim kit when I originally purchased it (which included paying for installation) was also a nightmare and took months with thrid party contractors showing up after lengthy delays and assurances from Best Buy that now they were sending the right people who would show and say they didnt know how to install it and that the other (contractors said Geek Squad, Geek Squad said outsourced installers). Overall a total nightmare!

`The protection plans at Best Buy are terrific - a great value, particularly for major appliances. Even with decent manufacturers warranties, they make it convenient to keep your appliance running as expected - no hassles.

Happy I have these services. Curtious professional and helpful crew.

Great refrigerator. Good quality with no issues within the 3 years of ownership

The Geek Squad always handles my issues and needs with professionalism and courtesy

I purchased an LG refrigerator with a 3 year Geek Squad service plan. Earlier this year, my ice maker stopped working and i called for service. The diognostic apointment was conducted in August of 2024 and the ice maker was repaired approximately a month later. I was concerned because my service plan was close to conclusion in September but as the issue was identified prior to the termination of the contract, the repair was completed. My service contract with Best Buy then ended. Approximately 5-6 six months later the new part that was installed completely failed. I contacted best buy and they said they would provide service but i was responsible for all expenses related to the service call and repair. The customer service representative agreed that LG should have a one year warranty on repair parts but told me i had to call LG. I contacted LG and they have no record of the part being replaced on my refrigerator and could not offer any assistance. I am now forced to pay several hundred dollars to have a part replaced that was just replaced 6 months ago. In the future i will stick with product service plans directly issued by the manufacturer and i would recommend others do the same.

We bought a fridge about a year ago with the Geek Squad protection plan. A year later, it breaks down. Called Geek Squad to get a repair appointment. What a disaster! The majority of Geek Squad doesn't know how to deal with fridge repairs and they want to you call somewhere else including the contractor (AIG) that they contracted out to. Through multiple calls and getting tossed around to different reps, I have learned a few things: >> When dealing with appointments, they want you to call. You can't request for an appointment online. This is where all the pain and suffering begins. >> If you manage to get a rep to make an appointment, BestBuy generates a service request order and it gets forwarded to the contractor. Without it, they can't help you. >> 2 out of 3 times, service requests from BestBuy were either not forwarded properly or double-booked with someone else. Be on the lookout for an email from the contractor. Without it, it is not assigned and you wont get a call in the morning for an in-house visit. >> At times, the agents on chat will close the session on you. >> At times, you will asked for customer feedback. Don't waist your time filling it out. I am on a call again -- trying to resolve an appointment that never made out to the contractor. This is just simply mind blowing.....

Love it a great fit ,it works well and great delivery

Great freezer for a small family, the only objective is it's much smaller than I thought it was. But freezes the meat great. That's why I didn't give it 5 stars and another basket could have been add.

Great fridge. Lots of room, deep fridge good for large items.

Always great service and on time! Always can fix my issues!

I'm so livid about the Kafkaesque nightmare getting this refrigerator out of my house and replaced by GE/AIG/Geek Squad that I don't even know where to begin. This refrigerator inexplicably started emitting an odor that was metallic and/or chemical in nature. It infused our ice, water, and exposed food (fruit, bread, dairy, etc.) and even our house. Guests noticed and we can't even serve things from it. We tossed so much food, we stopped calculating. Suffice to say after hours of calls, no callbacks, bounced-back e-mails, etc. and literally five (5!!) separate days of appointments at home that never materialized - we were outright blown off after waiting at home entire days - no one up and down the chain at Best Buy/Geek Squad could get their acts together to swap out this fridge for a new one/replacement. Ultimately Best Buy called this unit a "lemon" and offered to replace it with another brand. None of that has happened yet. So we're sitting here with a busted fridge that my kids can't eat food from and still stinks up the house, doing who knows what damage to us. After years (decades?) of spending tens of thousands of dollars at Best Buy, it's over. No more. The convenience of having a local BB is now completely evaporated. We will never patronize BB or GE ever again. Be warned. You buy it, you're stuck with it.

I purchased an out of box item and took out the full warranty. I haven't had to use it and if any problems occur the service call is also included. Win, Win situation I think...

Very good service when they gave me my refrigerator.

Very nice service, fast, professional, very good people who helped me.

We’ve had this refrigerator now two years. It’s been all right, except for one big complaint. The ICE DISPENSER. The ice bin is too small and constantly jams when trying to dispense ice. When this happens it’s a very difficult struggle to remove the ice bin. I would recommend staying away from this refrigerator for that main reason.

I always add the warranty from best buy because they offer hustle free returns and exchanges

Geek Squad service is really good Best Buy take care we nice

Had a refrigerator/freezer delivered today to my 95 year-old mother's house. Paid for installation and 3-year Geek Squad protection. Installers said it would take 2 hours to get cold. 10 hours later, it's room temp. Tried calling Geek Squad "24/7" service; recording said call back in the morning. Tried on-line support; they haven't activated my Geek Squad protection yet, since it was just delivered today. I'm reading them my order # and my credit card is already charged, but no help. So I try to schedule an appointment in their on-line registry but since the delivery was today and the Geek Squad order still reads as "in progress", I can't get into the scheduling system. Bottom line: My 95 year-old mother has a $1000 warm metal box, an $80 worthless protection plan and food and medicine spoiling in the kitchen. Thanks, Best Buy!

Great plan, highly recommend getting it in place, worth as repairs can be costly.