Customer Ratings & Reviews

The Geek Squad agents struggled to disconnect the old TV from the wall mount. They completely took apart the old mount and it took them 2-3 hours to put it on the new TV. The mount is an older model Sanus with tilt/telescopic features that was purchased through Best Buy 15 years ago. It was used with a 50in plasma that weighed double my new Sony 75in TV. In the the process they did not install it correctly and now the TV won’t stay straight when you pull it off the wall. They told me the mount fell apart even though I watched them disassemble it. I still have the extra screw they left out. After they had the TV back on the wall they gave me a hard time about making it sit even on the wall. One agent rolled his eyes at the other and tried to hurry out. Although they were both polite they seemed very inexperienced toward mounting TV’s. I prefer to do most projects in my home myself. I am a carpenter by trade and am not afraid to get dirty. I figured I would take advantage of the Total Tech support I purchased in January. Other then the free delivery I regret letting them mount the TV.

The men were sub contracted out and from out of state, not to impressed, tv was mounted correctly, they could've cleaned up after themselves better

The agent was a bit cranky during the install process, but he got the job done.

The guys that came to replace my TV were very nice and helpful, they did a great job and were extremely pleasant. However my overall experience with Best Buy was horrendous. My 75" TV developed problems with pixels after just two weeks. I could not get anywhere online, so I called the store and waited forty five minutes with no one picking up my call. So I went to the store and after an hour and a half of extremely poor help, they insisted I pay for a new TV and installation in order to get my TV replaced. The manager helping me was very rude, but I did not have a choice so I paid for a new TV. They said I would be credited immediately when the TV was returned. This did not happen after the TV was replaced, so a week later I called, waited another forty five minutes for someone to pick up the phone. They apologized and said I would receive the credit immediately, A manger named James was involved, found the TV in back, and would immediately issue the credit. Another week passed by, and I still had not received my credit so I called again, and was put on the same forty five minute wait until finally connected to Sheri, who apologized and said she would take care of the credit, which finally occurred. I should never have had to pay for another TV in the first place because they were bringing my new TV and taking the defective one away, but then to have all of this happen is totally unacceptable. I will do everything in my power to never shop at Best Buy again.

Might have helped if the Geek Squad understood the weight capacity of 1/3" tempered glass with 18" spaced diagonal supports ... as in about 10X what they were too scared to place and had previously held considerably more. Oh well ... didn't really get an install, so best I can do.

Originally the TV that was installed was the wrong TV they never even gave me a chance to even look at the box to see if it was the right TV again purchased originally on October 23 we upgraded before they were supposed to bring it out on 26 October and they said it would not be a problem and they delivered the wrong TV anyway. This has been an ongoing problem and was never completely resolved until November 26 when all merchandise was received. I would not recommend the Greeley store at all.

Clearly it was this young mans 1st install, not as impressed as qe were with David who set up our computer.

Horrible customer service! I will never purchase another item from this company! They should change the name of the store to “worst buy” ever! They do not honor their customers or their work!

The tv and sound bar was mounted and my wife asked to center tv in center of location and not center of room. Tv is not mounted to where my wife told them.

This work never happened. The date was changed multiple times. The first due to weather. My frustration is not with the rescheduling, but how the information was conveyed. A phone with a new date. Hours later an email saying I needed to schedule, not reschedule or that there was a change. No one appeared I called ‘oh you need to schedule as if I had no date. Scheduled. Night before confirmation call - wait. Then an email saying I need to schedule. This happened over and over. On the 5th time of waiting, I canceled. The last time the website showed scheduled until the middle of the designated time, then changed to ‘no time scheduled, you need to schedule an appt. Clarity that BB has cancelled not me or taking responsibility for the changes would have done a great deal to improve my attitude. Like the first rescheduling. Instead after 5 times of being told I had no appointment and need to schedule, I asked for a refund. It came quicker than anything else.

I called the same day as the install. The install was not good. Completely unsatisfied. First, it was not a geek squad member. It was a third party. Had I known this, I would've made other arrangements. He was so concerned with leaving, he spent o time helping me set up TV. He was here for les that 15 minutes. When I spoke with a geek squad member, she said I would be contacted and given a discount on the install. I have never heard from anyone. EXTREMELY disappointed in Best Buy. For many years I have bought all my appliances and electronics with you, but this total experience is really unsettling. Service was bad, but even worse is being told I would receive a follow-up phone call along with a refund for a portion of my install price. So disappointing.

I previously used Geek Squad to mount a TV over my fireplace at a previous address. I moved to my new address and thought I would do the same thing. I purchased my installation on 05/30 and selected 06/08 as the install date as that was the first available. I reached out to Best Buy to verify my installation and was told it was not scheduled due to a Best Buy software error. I asked if someone was still coming out and was told they would not be able to fulfill my request until 08/14. I felt this was unacceptable as I had already been without my TV for a week. I asked to speak to a supervisor to try and escalate the situation at the very least to make the situation right. If it was my fault I would understand but it wasn't so is my time and inconvenience not worth something? Anyway, I found someone else to do the service and canceled my order. Been a best buy customer and previous employee, I was extremely dissatisfied with this experience.

The Squad originally installed the wrong Sanus mount (how does this happen) and had to come back to rework the installation. I had to drive 1 1/2 hours round trip to the Naples, FL store to resolve this issue, since you can't reach the store by phone. A manager worked with me to schedule a subcontractor to do the rework; however, the original Geek Squad crew came back and completed it. Best Buy failed to cancel the subcontractor and I had to do that myself when they called and said they were on their way to our house. The Geek Squad left our TV tilted backwards and down on the left side. I had to adjust the mount after getting the instructions from a National Best Buy rep. I also reworked the cables in the back which were draped over the top of the mount. There were hand prints and finger prints on all of the corners of the TV which we tried to clean with Best Buy's cleaner and microfiber cloth, but were unsuccessful in removing some of them and they're still there today. This was a very disappointing experience.

Initial setup and installation was a complete disaster. The installer didn’t even have a level. He borrowed mine. He was supposed to install a hidden wall unit to conceal cables and wiring. He cut the cable for the top box and wired it directly to a wall outlet, a complete violation of code. His idea of concealing the wires was to stick the cables behind the TV. He cut the hole for the top box too big, leaving a noticeable whole in my drywall. I’ve filed a complaint with Best Buy Home Office, however; I have heard anything about the repair of my home. Since the initial install, another contractor from Best Buy has corrected the issue. Best Buy needs to better train and follow up on the quality of work that their contractors perform.

Agent was late, did a good job installing tv in a cabinet with little clearance. Little explanation of smart. Tv capabilities.

ONLY DELIVERY. No home service bought or used other than the delivery.

The agents mounted the TV but did not connect it to my remote. Consequently, I do not have Apple TV and I find the interface clumsy and ineffective.

Agent mounted my tv with sound bar but the install is now having problems

The 1st installer did a great job. I am trying to save on effort here. The install for the sound bar and both techs did more damage than good. I still have not been able to get the surround sound to work. After screwing up my tv the earliest you could get here is just over a week to fix it. I wish I could tell you what I honestly think.

Nothing to share about the service other than it NEVER happened. The tech arrived, was extremely rude, damaged my wall and didn't complete the install. The tech actually cursed me out when I asked them to leave so I could have another member complete the job AFTER they damaged my wall. I've tried to reschedule over 5 times but Best Buy doesn't seem to value their Total Tech members or customers. No call back, nothing rescheduled, no apology. No one has repaired my wall. I can't even believe we are talking about Best Buy here -- this is NOT a mom & pop shop. AND This was not a cheap purchase. I will never purchase anything from Best Buy. Very unprofessional and unresponsive, even for high paying customers.