Customer Ratings & Reviews

We purchased a 'Lorex 6 4K camera system' at Best Buy for our home. We had previously had Arlo cameras, but we were kind of tired of all the charging the batteries. This was probably one of the most unprofessional installs I have ever had at Best Buy. Usually, the people they send are really nice and professional, but these 3rd party contractors were quite terrible. I am basing the majority of this review on the lead technician. Two techs were sent out, but the second tech was only an assistant who was only there to assist the 'camera specialist'. The assistant tech was very nice, but the lead tech was super unprofessional. Straight from the gate, this lead tech did not want to do install at all. He even told me he set my installation last, which I feel, you shouldn't tell a customer. They came into my home and it felt like the lead tech was looking for any reason not to do the install. So, he tells me that my ceilings are very high and that there was not enough attic to run the wired camera system. I was fortunate to be there with my wife who made the lead tech to go into our attic and confirm his suspicions. Low and behold, after going into the attic, the camera system could be installed no issue. This kind of annoyed me, because he was ready to leave us behind. He even tried to push a wireless camera system on us too. Can I also mention, what kind of installers show up to a job site without some ladders? I had to let them borrow some ladders I owned. The lead technician found a new way to stress us out. He told us he was uncertain the cables would be long enough to run around the house. Keep in mind, he didn't check the box to actually verify what the kit brought. After finally making him check, the camera system brought an extra 200 ft. of CAT 5e cabling, so this stress was for nothing. The only positive I can say, is at the end of the install, everything worked. The cameras were correctly installed and worked great within the app and from the home DVR system. I will also say, they left screws all over my property along with plastic and pieces of cardboard. They didn't even bother to clean up afterwards. Folks, buy the camera at Best Buy, but hire a real professional to do the install. I just don't think Best Buy really investigates these companies enough in my opinion.

The agents did a good job installing the camera ms but broke some of the false ceiling tiles. They should have been more careful or after breaking one tile they should have informed right away and should have had a conversation before getting to another tile.

Great system only thing is that I regret having the geek squad install it it was an out sourced install and they had to come out multiple times to fix things that they should have checked before leaving I will still buy things from Best Buy but will never have the geek squad install or repair anything best to do it myself. It’s not Best Buy it’s the outsourcing of there installations

The tech was professional and sufficient. Installed, tested and left. The only thing I didn't give this 5 stars a hole was made into the ceiling but not covered up. I had to buy another wall kit to hide the hole.

Called to express my dissatisfaction with the Lorex security camera setup. The log details all the calls and visits I have had during the last month. The first vendor was not qualified to install system and did not complete the job because their ladder was too short. Called back second vendor finished first vendors job. Third vendor installed additional 8 cameras. The last vendor did a good job fixing the wiring and installing the camera but could not figure out why system was rebooting. Had to swap DVR 3 times and still rebooting. Vendor suggested I purchase another power supply but could not figure out reboot. I went to best buy swapped DVR again, called LOREX and used google and setup the system my self. I called requesting a refund for part of the $699 for the install because of the number of hours I had to take off and because I had to configure the system because the vendors did not know how. The agent offered me a $50 gift card I declined. The agent said he was going to transfer me to a management team that could make a decision and the call was disconnected. Honestly I have spent so much time on the cameras - the installs started June 3rd and here it is July 19 and I am still dealing with this. I have been a Best Buy customer for over 20 years. Had never used install service. Tried it for cameras. Will never use it again. With the immense competition in the market one would think that this job would have been done right the first time. If Best Buy stands behind their installs, I would expect a refund of a portion of the install cost. Thank you,

A 3rd party company called "heaven sent wiring" was assigned to do the install. The owner no showed 3 times and I took off work each time. He agreed to come Saturday at 8am. He texted me at 7:30 am saying he is on his way and I replied with "thanks". He didn't show until after 11 am and said he had stomach issues. He sent someone else out at 10 am who didn't know what they were doing and damaged my house. When the owner of the company showed up, he made things worse and I actually had to stop him from drilling through my brick walls because he said he couldn't get to the corner of the eaves. This was absurd because the attic has 20 ft ceilings, is completely floored, and is an additional 1600 square feet of future living space. I could literally touch the corner of the eaves with my hands easily. 10 minutes later he was tearing out my driveway without a word. I am missing a camera and he left everything as is with wires dangling and holes in my eaves and one camera installed 10 feet from the corner of the house. It was AWFUL!!

I think the cameras will be okay but since I have no owner's manual, I was told by Swann to mail them a request to MN for the missing manual that should have been in the box. That was several days ago-and now that letter has been returned undelivered. The local store doesn't take incoming calls and I still have a security system that does not function as I need it to. NOT HAPPY

Just horrible. I ordered a Lorex wired security camera and set up the installation through “total tech support.” They sent out an incompetent 3rd party contractor. He showed up making excuses as to why he could not complete the job. He wound up drilling so many unnecessary holes in my metal awning which looked hideous and damaged my roof. He also left the wires exposed where anyone could come and cut our tamper with them. I have the exact system installed on another of my homes and the tech did a perfect job there. He also left without completing the job. When I called Best Buy about the problem, they scheduled another appointment two weeks later to come redo the install. I was ok with that until I saw they sent the SAME INCOMPETENT tech. He still did not finish and now I’m stuck paying a REAL technician almost a month later. Best Buy is starting to really go downhill. If I could give negative stars I would.

I hate the fact that I'm forced to give Geek Squad 1 * , for there lousy install my security cameras in Eden Prairie. But I've had to call them out now three times the first time the job was unfinished, and the installer swore to come back the next day but didn't. Second time the installer couldn't finish because you need it items that Best Buy didn't sell. Tomorrow Sunday the 23rd of December will be the third time I would expect this to be the last time but I highly doubt it. Geek Squad performance really is lousy in the customer service agents when you call to explain or make a comment about the performance of the installers you then are sent through a merry-go-round of multiple customer agents to finally have it escalated to an escalator. A person who is not a manager or supervisor but only repeat sat there in escalator. When they hang up on you which is exactly what happened to me now if my calls were recorded which did take over 2 hours. BestBuy headquarters in Richfield I want to listen to them and scold everyone involved all then again they have to go to Sri Lanka then they have to make a trip to Texas because that's where my calls were rerouted. I originally wanted an antenna installed in my attic as well but they keep telling me I never order that I paid over $500 for and install, in the same month I purchased a brand new convection oven and a washing machine. I've had those installed as well so the very least they could do after having a double redo of security camera installations. at the very least they should install my antenna. I'm not asking for a freebie and asking for completed job!

I was told one thing before purchasing this by someone in the store then told another thing when the third party installer came to complete the job. The Best buy agent told me they could bring extra wire if needed and other items to my house so i didnt have to go get them myself and the third party that came out to do it said they couldnt since they are thrid party and not part of best buy. The third parry did an amazing job with how neat the wires were and put every camera and wire exactly where we wanted the wires placed and hidden.

The agents removed cameras and put the new ones up. However, the bran new DVR would not reboot properly and set up recording. In the meantime one of the agents deleted another houses security system being monitored by night owl on the app. Which caused more problems?

As expensive as this was…the installers left a mess (screws, packaging) throughout my yard. Choice of cable placement was terrible. I had to go back and hide the cable. After drilling a hole in my floor, they left it wide open. I had to go get something to fill it in. Def would not hire them again. On the positive, the younger tech did go through everything with me as far as set up and using the software.

the agent was knowledgeable. I was pleased with his work. I wish he could of taken the time to really show me how to use the cameras. I think I can use Alexa...but for what?? I can't remember how to block things out so the cameras won't send a security signal. He didn't know if my Amazon fire tablet would work with the cameras, didn't care, didn't want to try and help me find an app. He was thoughtful in other ways, he put everything back when he used the attic. He was friendly, he recommended where he thought the cameras should go, showed me what I would see.

Technicians said they can't install on a two story floor. Not recommended. I had to wait 1.5 months for this installation to have this answer.

It's my opinion that the installer had his mind made up before he arrived that he wasn't going to install the outdoor security system. He made the comment, "he doesn't understand why we still sell them because we are not security system installers." He looked at the new camera and their connectors. Then he went out at looked at the QSee bullet cameras that were to be replaced. The original installers had cut the connectors off and hard wired them into CAT 5 wire. The installer refused to do something like that. I have to take the cameras back to the store and return them. This purchase was nothing but trouble from the beginning. Received "day of" install notice that they would be out between 8:00 AM to 10:00. Received call at 9:46 saying they would be here at 10:30.

Techs were nice but not very knowledgeable. These were contractors not best buy employees. Installation took longer than it should have. Cameras were not installed where I wanted. Techs stated they had no way to install where I wanted. Way too many unnecessary holes were drilled and tech promised to return to patch holes but never did, which was expected. If I wanted random installers putting up my cameras I would have hired them myself and payed less.

Outstanding job performance in making sure the it done right.

Unfortunately, we had very bad experience with the installation.

Piece of trash this company i been waiting for them 3 weeks for them to install some home security cameras and they make appointments and never shownup at my house and no calls no shows no emails and am done fighting with everyone at the store and customer service

Paid for expert installation but not the services I received. All cameras do not have the screws holding the cameras in place/not installed, some only have 2 holding it. Tech did not know how to connect the system and left it that way and told me this is a problem for Best Buy and not him. Went to Best Buy to explain what happened and was ignored by the customer service team. I would not pay again for this.