Customer Ratings & Reviews

Glad I purchased, had a problem with the product and Geek Squad made it right very quickly. No questions asked

This is probably my worst experience with Best Buy by far. To be fair, it is the corporate decision makers who are at fault here. We purchased a Samsung fridge a few years back, terrible decision really. The icemaker keeps freezing up. They service techs don't even deny what is happening here. they come out and replace the icemaker with the exact same part that has been faulty for 10 yrs. OK we are covered we have an extended warranty and if they cant fix it they will credit us our purchase price. NOPE! Icemakers are considered an optional accessory so they aren't covered under the lemon protection of our extended warranty. So basically all they will do is keep coming out and replacing a part they know will not fix the problem. So currently we are waiting for them to come out yet again to replace parts, but wait, there's more, the parts are not available! When do they expect them? No one knows. We started the repair process in May it is now October 25th and we have no expected date of arrival for the parts. No one with the company will help and we have a very expensive fridge without an icemaker. We also have a useless extended warranty we purchased. I loved Best Buy for the longest time and purchased a lot of my appliances and cell phones there. That's going to change now as they just don't take care of you any more.

Great protection,used before had no issues getting item replaced

Great refrigerator, would give it a 5 start but ice maker broke, luckily I was protected with tech insurance and a Samsung technician came to my house to fix issue..

We always buy standard protection on large ticket items so when our older refrigerator stopped working, this warranty saved us from a big repair bill.

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.

EXCELLENT INSTALLATION AND SERVICES THEY CAREFULLY INSTALL IT IN MY NEW KICTCHEN

Excellent customer service except for the wait times on the phone. The guy that helped me was excellent gave me $500 discount on exchange and $50 store credit.

We bought a protection plan for our appliances. Our refrigerator stopped working so we called the Geek Squad. They said, "Oh, you will have to wait a couple of days for someone to call and schedule the repair." A couple of days later, we received a call, but they couldn't come for four more days. When the repair guy came we had been without a working refrigerator for one week. He walked in, listened for a couple of minutes and said, "Yep, that's the compressor. We don't repair that. Best Buy will call you in a couple of days." Then he left. We decided to go ahead and call them back. They said that they didn't have any record of the repair request, but they would be glad to set up a repair. Guess what?! They tried to schedule with the SAME company that had been out earlier that day. What?! When we explained that company could not repair it, they said they would contact us in a couple of days with a different repair person. So, I asked to speak to a supervisor. An hour later we are still on hold, and listening to the same two songs over and over. I feel like Daryl listening to Easy Street. Really, this is the first time that we have had to use Geek Squad. We paid over $400 for the coverage for our appliances, and they do not honor their agreement to repair the appliance. This is not customer service. How can you pay $400 for a repair service, and then they don't make any effort to fix it. STAY AWAY FROM GEEK SQUAD......complete waste of money.

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

The first refrigerator was badly damaged, but a second one was delivered as a replacement. All has been well since.

the only reason I gave 4 stars is that I have very high standard for 5 stars. at this price, it is good enough and very quiet. the Temp in top is not that stable and fluctuate a little bit between -20 and -15.

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

I always hesitate to buy the protection plan, but decided to on my refrigerator. The price of the policy was quite inexpensive so I decided to purchase it for peace of mind. I like that I was not pressured by the sales person at the store to purchase the warranty.

I paid for 5 year GEEK SQUAD warranty and for the 1st 4 years they were superb. I have been trying to get my Samsung ice maker repaired since middle of July!!!! They have farmed out my repair to what they call "Special Forces" which is A&E AKA Sears repairmen (that's what the repairmen said). The first repair guy didn't notice the fan wasn't working and after he installed the icemaker it was froze over and quit working after 2 days. So I called, waited on hold for 1 hour, than transfered to "special forces" waited an additional hour than set up appointment. This repair guy (Lew) spent over an hour looking it over and ordered all right parts. I'm assuming because of Covid like 1st parts they are taking longer to get. That isn't my problem, no one called or emailed and said appointment was canceled they never called to set up new appointment or even give me a date when part would be in. So I called this friday at 2:15 waited on hold for 45 min, transfered to "special forces" waited on hold for an additional 1 1/2 hours, guy took my information and than ask if he could put me on a "brief hold", 1/2 hour later I hear a click and I was disconnected!!!!! So, called back and waited another hour and finally gave up at 5:30. What really torques me is the guy took all my information and DIDN'T CALL ME BACK WHEN HE DISCONNECTED ME!!!!!!!! So my advice to you is: IF YOU HEAR GEEK SQUAD SAY "SPECIAL FORCES" RUN AS FAST AS YOU CAN AWAY FROM THEM!!!!!!! 2 MONTHS TO GET AN ICE MAKER REPAIRED!!!!!!!

it reassures me to know that I have this option the electronic parts has no word of honor and this gives peace of mind, I already use very good

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

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!

More problems after service, water damaged floors, 466 minutes on the phone with Geek Squad in 30 days and STILL no resolution or compensation for fixing my floors! I purchased this refrigerator with the 3 year protection plan a couple years ago. The water dispenser in the freezer door stopped working properly after only a year. We had Geek Squad look at it in October 2020 (1st appointment) and were told that we needed to get the water pressure for the line into the refrigerator checked. They also told us often changing the water filter often solves the problem. After three water filter changes there was no improvement. Called out the plumber and they check the water pressure and said it was fine. Gradually the water from the dispenser got slower and slower (4 times slower than is should according to the autofill dispenser). Called Geek Squad in July 2021 to get it repaired. They could not come out until August 2021. Representative came out (2nd appointment) and said he brought the wrong part and needed to reorder it. He said he had parts for the icemaker. I told him the ice maker worked fine and that it was the water dispenser that was the problem. Ten days later another Geek Squad repair representative came out and changed a valve with no improvement (3rd appointment). Said they needed to order another part. Three days later we noticed the ice maker was no longer producing ice (there was never a problem with the ice maker prior to this service repair). Looked under the refrigerator and saw standing water on our newly refinished floors. The floor boards were now soaked, warped and ruined. Called Best Buy to notify them the repairman broke the icemaker and now we needed to make a claim to get Best Buy to fix the floor and now fix the icemaker and water dispenser. They scheduled an appointment 2 days later (4th appointment), but put the incorrect information in the system and sent someone from home theater. Had to reschedule for a 5th appointment. Best Buy scheduled for Sept 20th but then canceled the appointment because the part is not in. Rescheduled for Oct 1st (6th appointment) but then we were notified it was rescheduled for an earlier date (7th appointment). No one showed up so when I called the Geek Squad rep said the part was not in until Oct 8th. Asked why the appointment was changed to earlier in the first place and they could not answer. Scheduled another appointment (8th appointment) for when the part comes in. I looked at my phone bill. I have been on the phone with Best Buy for 466 minutes in the last 30 days with no resolution as of yet. I have a product that, not only, is more damaged than when I started the process, but the product/Geek Squad repairman has damaged my home (floors) as well. They say I cannot make a claim until the repairman comes out. We have many Best Buy purchased appliances but this will be the last.

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