Customer Ratings & Reviews

NOT the OG TOTAL TECH PROGRAM. I have been a Total tech member for as long as I can remember. It’s not the same. You’re not getting the Geek Squad. You’re getting a 3rd party service without your knowledge and it’s horrible!! They think as long as it’s hanging on the wall WITHOUT SOUND their job is done. Completely unacceptable and unprofessional. AND took 2 hours!!

The Best Buy Geek Squad failed to show up and do the work . I was contacted the evening before to confirm. I was told the workers would arrive around 12 pm ( I think 12-2pm ) . At 1:50 pm I received an email that they would arrive soon . At 2:30 I received a voice message that they would arrive around 4 pm . At 4:45 pm I called the technician to find out where they were. I left a voice message . I didn’t hear back from him . I then called the on line customer service department and was told that the tech couldn’t enter my condominium lobby so left . Why didn’t he call me ? I had been waiting for hours. I understand that things happen to cause delays ... but this was unacceptable . Now I have to wait until next week because they do not have available time slots this weekend . Very disappointed !

The reason my review is this high is because the guys that mounted the tv were awesome. The real downside is Best Buy’s customer service as a whole. The whole system is terrible. My delivery got delayed 3 times and no one knew were my tv was and exactly when it was going to be delivered. Probably the worst experience I’ve ever had with a purchase.

No instructions except how to turn on tv. Told Brian pic was not clear several times. He kept making excuses and said it was fine. It is now really bad and now makes a clicking sound. How do I get it returned and a different brand tv installed at no cost? I already paid $200 for del, install, mounting and absolutely no instructions on operating this lg magnolia tv.

Agent arrived in a landscaping truck with several new, boxed TV's in the back of the truck with the shovels, rakes, chain saw's, etc... No markings on the truck or on the agents shirt that he was with the Geek Squad. Agent was dressed like he just walked off a landscaping job. Agent did call ahead but I had trouble understanding him as he had an accent. If my wife would have been the only one home, she would not have let him in. Agent was friendly and seemed to know what he was doing but I assisted him to lift the 55" TV up on the wall for mounting as he brought no assistant with him. Compared to my last Geek Squad service several years ago, this service was unprofessional and in my opinion has hurt the reputation of Best Buy's Geek Squad. I called the Geek Squad customer service as I have an upcoming appointment in November for a new TV to be delivered and I said it will be delivered in a Geek Squad van with primary Geek Squad agent's or I will pick it up myself and cancel the order. Not happy with the overall service.

I’ve loved geek squad for years and had the full tech package for many years. However I paid for an 85 inch tv to be mounted on the wall. I gave Best Buy the specifics and scheduled it. My window was 7:30- 1pm. At 10:45 I received a call saying a technician was on his way. He arrived solo. He said he wasn’t told that it was a 85 inch tv. The most ridiculous thing happened. I helped the technician carry and install my own 85 inch tv on the wall. Yes!! And Best Buy also charged my credit card for the service. I could not believe what just happened. I was then told by the nice gentleman that he is a third party service and wasn’t told about the size and if he were to get another coworker I would have to wait till later or reschedule. It’s just pretty ridiculous what just happened.

Not happy with the installers. I thought it was going to be the Greek squad but it was not.Third party installers.

My biggest complaint with the installation/setup is the fact that I had to wait six hours PAST my time window for them to get here. So basically I was sitting here all day from 8 am until 6:30 pm when they finally arrived. It took about 20-30 minutes for them to set everything up so that was great. But I feel like Best But did not value me as a customer by making me wait that long. I felt like once they got their money they did not care.

The crew that installed our new TV, brought the TV in an uncovered pickup truck, in the rain. The TV packaging was wet. They didnt pick the TV up when bringing it into the house the guy rolled it end over end. The damaged our dresser, I asked the guy if he needed me to move it and he insisted he fidnt need it moved. He installed it at the wrong height. They crew tried to leave eithout takkng the old TV with them. Very unprofessional. I am very disappointed.

Had tv mounted on wall they cut a hole in the wall that was on a stud so now I have a hole in my wall he said he would file a claim and Best Buy would fix it. Well it’s been a month and almost a half month and still have heard nothing. It even cut into the stud. So I have 3 holes in my wall and had they listened to me I would have only had two. Now I have a cord that comes from the hole they cut and runes a few feet across the wall when they could have moved it over the direction they cut the first hole and the plug in is right there. It wouldn’t have been run across the floor and wall to the plug in b

We paid $200 to have our 75 inch tv installed and delivered by the Geek Squad. It was a subcontractor who arrived alone with the TV expecting me to help him! When I refused he went back to the van to try to get assistance. He sat in the van for 45 minutes while he waited for someone to arrive. They finally came in to start the installation and had to be told to wear masks. The tv was not level and I had to tell them multiple times to adjust it. They raced through the process, never showing me how everything was going to work, left Styrofoam everywhere and actually left his tool bag behind in their haste to leave! Never returned for it. After waiting 2 days I called Best Buy to let them know and received an appointment for a service call between 12 and 8 for someone to pick up the tools! I never received a call the day before to confirm my delivery either! I found the whole experience to be unprofessional and unacceptable! All the $200 bought me was aggravation and I now need to go to the store to get help setting up my $3600 purchase!!!

This mounting bracket protrudes farther from the wall than our previous one. The sales person should have discussed mounts that were less obtrusive. Moreover, the technicians (it took 3 service calls) did not know what they were doing. We paid for the new upgrade for Total tech support. After 25+ years using Best Buy, it was the worst service we have ever received.

Last Christmas I purchased a new flat screen TV for my parents bedroom. They are in their 80's and I did not want my Dad to be lifting the TV or having to mess with replacing the behind the wall cables. The sales rep said to purchase the installation package and they would take care of it all. I also purchased the recommended cord to be installed. When the tech came (I was there). He DID NOT REPLACE THE CORD. I asked him several times to do so because it was newer (10+ year old cord was installed) and compatible with the new TV. He said it was fine. My parents had issues shortly after and called him back - he still did not replace the cord. The past month the TV has been freezing and displaying an error saying to replace the HDMI cable. We tested if the cable was the issue and connected it directly (not thru the wall). The issue went away. So my 85 year old dad took the TV off the wall and snaked the new HDMI cord thru the wall. It was a major hassle - the entire reason I purchased the installation package for $200. Because he had to do this by himself I would like the $199 credited back to my account.

They recuperated well after the TV they were installing was damaged out of the box, but I had to go to the store to settle the issue as the Geek Squad employess could not do anything, even worse was the GS customer service on the phone who were less than useful. The GS squad people should have more leeway to solve problems with returns when it's damaged out of the box instead of placing the burden on the customer

Absolute worst customer service. Over a week later, still no answers and they wont refund our money because it’s still in “scheduled” status. A crew that they subbed out showed up last Monday and refused to hang it because it required a “specialized department”. The Geek Squad was scheduled to then come out Wednesday, no call no show. It’s a joke. I have spent hours on the phone with zero answers. Keep in mind, we already had another company hang the tv. They make you pay upfront and then won’t refund our money back for services they didn’t even do!

Was supposed to be installed today, Now having to miss work for a 3rd time because best buy has set terrible expecations. Spoke with someone named Joel, Employee #360125835 who was not only completely rude and unhelpful but refused to allow me to speak with anyone else. TERRIBLE experience so far

I told the installer that I wanted all wiring behind the drywall. He was pressed for time because of Bestbuy scheduling. I am not happy with this very expensive service that doesn’t invest the time in the customer service that the customer has paid for. I would appreciate a refund for this service. I had to make another appointment for the tv that’s not setup properly. Very dissatisfied.

The agents were unable to mount and this had to be returned. Product stated that it could hold my tv however that was not the case when the squad arrived for mounting.

Next week will be the 3rd time I have to take time off-work to receive the installers. The 1st time they accidentally disconnected one of my surround speakers, the 2nd time the installers were not able to resolve the issue and committed to send somebody else within 48-72 hours; 10 days have gone by and no one has contacted me. Today I spent close to an hour on the phone with a supervisor who merely assist me in scheduling a new (and 3rd) appointment for next week. Under the circumstances and given my "Total Tech" track record I would have expected some level of compensation for the inconvenience, but I guess this is no longer a part of Best Buy's new and improved practice, a shame.

Our order includes relocating an 85 inch TV from a wall to over a fireplace on a brick wall Wed. prior to Easter. I reitterated brick wall several times on a recorded line. They took the tv off the wall asked for more money, left and canceled the order. I was left with a TV on the floor.