Customer Ratings & Reviews

I negotiated the price and installation specifics with the sales associate in store. Three days later, I received a confirmation call. The associate and I went over the everything a second time, including installation locations inside my home and equipment integration. According to the time line given to me, I was expecting to get an email the day before the delivery to confirm the time. Instead, I received a call from the technician. He reviewed the work order, just as the previous 2.associates. He asked about installing over a fireplace, just as the other 2 had. This time, he told me that there would be an additional charge to complete the installation because of the fireplace. It's important to note that I'd already discussed the fireplace locstion with both of the previous associates and there were no issues. This wasn't a new fireplace installation, rather an upgrade. The original fireplace installation was completed 2 yrs earlier by Geek Squad. I informed the technician that I'd already had this conversation twice earlier and that there were no issues. He then told.me that he didn't work in the store and that all he could do is charge me. He said that he couldn't come out unless the additional fee was paid. This felt like extortion to me. I asked if it was too late to cancel the whole thing. He told me that I'd have to do that in store. 30 min later, I went to Best Buy on Woodruff Rd. to cancel the purchase. I spoke to the associate at the register and asked for a refund. While she was completing the process, I asked to speak to the GM. He arrived, before the transaction was completed. He listened to me; as heated as I was at the time, I'm sure that was an effort. He explained what went wrong with each interaction with his associates and the Geek Squad technician. He offered to comp the additional cost and to keep the delivery/installation time for the following day. The Geek Squad techs arrived the following day. The installation was completed im a timely, efficient manner without issues. I did take the time to observe the fireplace installation specifically. With the exception of new measurements for the new bracket, there was no additional work required. After the installation, the Technician explained things in more detail. He informed me that existing communication systems didn't allow him the ability to make the right call or to change anything. He said that he saw the notes in the system indicating that the fireplace installation had been discussed by both of the associates that I delt with prior to his call, but he still had to collect the additional fee. While he was there, I decided that I didn't need the additional sound bar that I'd purchased for the bedroom. He told me that it would return it for me. He did say that it would take a few days to run through the system and to appear on my card statement, (bet you know where this is going...) So 2 weeks later I called the number given with my receipt to find ou why my return hadn't been processed. The accociate informed me that the return had been initiated by the Geek Squad technician the following day as he'd promised, but some internal error had kept it from being allocated properly. She told me that it would be rectified within 24hrs. She even sent me email confirmation of the return and the timeline. That was on a Thursday morning. I didn't receive the credit until the following Tuesday at 2:30pm. Best Buy has always been my go to spot for anything electronic. Never had a problem before. This experience took all of the joy outta getting new gear. I get that structures and offerings do have to change to keep up with economic and market changes, but when you cut offerings that people love, (ie: the club membership that included installation) and then put your employees in positions where they have to lie and then point fingers at each other, you lose. You lose revenue, you impact customer loyalty and most importantly to this conversation, you lose me.

Agents mounted my new TV and connected it...no problems..!

Great install. The crew were super. Knew all that was needed in and out in no time. No mess no fuss. Loved this geek squad!

Derric and his partner were great. Very personable and professional.

they were polite, knowledgeable, and did an excellent job. !

Service was excellent, quick and friendly, cleaned up afterwards too.

Within 20 minutes they had the set installed, set up and were out the door. It works great

The crew that came to install our TV were super friendly and courteous, and did a great job. Would use this service again in the future.

James and Tyler were awesome. Very professional and knowledgeable.

My TV’s were mounted nicely! The guys were very good at their job!

Took old tv down and installed new tv and connected to all our devices.

These Geek Squad guys are good. Professional job and efficient work.

did excelent work took time to explain everthing and cleaned up after

They came in and installed my TV wall mount for the 70in TV and it’s petfect! It fits so well and safes so much space !!

Did a quick install. Works perfectly and we love the TV on the wall.

Yes they mounted tv to mounting bracket did a great job installing it

I had the best customer service experience! The agents arrived during the scheduled, were very professional and even wore shoe covers to protect my carpet.

Geek squad did an amazing job mounting my television!!! Perfect placement and no mess

Same geek squad agent did both of my tv which was great. Tv was mounted in about and hour or a little over but it it wasn’t too long. Especially with covid he made sure he had a mask on and maintained 6ft. Was worried about mounting my tv because I have upstairs neighbors that jump a lot and I assumed ny tv would fall off the wall but I have never seen the tv shake.

Excellent picture. Clear crisp almost a 3 dimensional picture.