Customer Ratings & Reviews

As always excellent. They really know what they’re doing Couldn’t do this without them

Purchased an insignia (best buy brand) refrigerator in November 2019. The piece of garbage has already started to go. Can't find an independent appliance repair person that can or will work on this brand. I've spent hours and days in contact with best buy customer service and geek squad to try to get assistance with this. I've been told I'd have to purchase a $400+ total protection plan to have it repaired by at least three representatives. Told by geek squad and a service rep through chat that I can have a diagnostic for $99 and then pay for repairs, but then turn around and claim they can't actually schedule a tech for me for some reason. Geek squad said a local repair technician would reach out to me to schedule, but of course no one ever did. A rep who contacted me through my complaint to the BBB offered me the same, but has done nothing thus far. I cannot believe this business gets away with selling such poor quality appliances that dont even last 2 years, and then try to sell me coverage to repair the junk they sold me or give me the run around. I'm left with spoiled food, no way to get the refrigerator fixed, and I do not have the means to buy another new appliance. It's ridiculous. I will never give best buy my business again. Do not buy insignia products from this rip off company. You'll regret it.

This is for customer service in general. I placed an order the morning of 1/16/21. The order confirmation indicated my order would require a signature and would be delivered by yesterday, 1/19/21. Great! I was going to be home most of the time between then and the 19th to accept delivery. Best Buy did not get the package to UPS until the evening of the 18th...how did they plan for it to be delivered to me across country by the following day from TN to CA?! So now, it has a scheduled delivery of tomorrow, 1/21/21. This is the one day this week I will not be home. I do not want my package left at my front door. I thought it would be fine because of the signature, so UPS would attempt to deliver again the following day on Friday..... But...Best Buy DID NOT SPECIFY TO UPS TO REQUIRE A SIGNATURE even though it was indicated in the order confirmation. So now, it will be left on my porch. Why is this a problem? Best Buy ships their items in the manufacturer packaging...so anyone walking down the street can see what the item is. This is not okay when the items are high valued electronics!! I tried to change the delivery date on UPS My Choice like I normally would, but because of restrictions Best Buy(!!!) put on the package I am not allowed to make changes to the delivery. I don't mind waiting a few extra days, I just don't want to deal with a stolen package. I spoke with UPS customer service, and they said only the shipper can make changes. This is a common practice of shipping companies and makes sense. So, I contacted Best Buy. Stephen Y. (who would not give me his employee ID) kept telling me to contact UPS myself. Are you kidding me?? I told him multiple time that UPS requires the SHIPPER, aka BEST BUY, aka HIM to make the change. I even provided him with the phone number. He refused to even try to call them. I asked for him to elevate me to someone who could. He did not. MOST UNHELPFUL! He kept telling me the item is already shipped....yeah, obviously!!! I have the chat transcript. If my package is stolen, it's on Best Buy. I hope it doesn't come to that, and it probably won't, but the customer service I experienced is inexcusable. There are plenty of other vendors I can purchase from in the future.

My tech was knowledgable, kind and truly helpful. Couldn't have asked for more.

Great personnel. Very knowledgeable. Pleasure to work with Nick and Mycheal.

Very knowledgeable and answered all my questions. Very respectful!

The agents did a great job troubleshooting, the fixing the wi-fi connection problem

The agents delivered, mounted and set up our new Sony TV as scheduled. The guys were efficient and pleasant.

The agent set my 27' Imac computer up and transferred all my data from the older computer properly. Thank u

Appreciate the hands-on help. Also returning device that did not work out. Showed up on time. Polite.

The tech work requested was not performed because the tech didn’t have time to complete it.

The agents did thorough troubleshooting, identified the issue and next steps to be resolved.

agent came in and assisted with all problems i was having. very knowledgable.

Very courteous technicians; level of communication and promptness was greatly appreciated!

First off this complaint isn’t about Geek Squad. It’s about the store in Rockford, Illinois that completely dropped the ball with my PlayStation 5 order. I ordered Sunday morning and was expecting it to be ready for pickup Friday the 27th. Much to my surprise I get an email, text, and an update to my order in the app my order is ready for pickup on Wednesday the 25th. Since I have had issues with my issuer denying charges with my credit card, I use another persons card. Placed the order from my account. Even though the person whose card I used was at my house on the 25th, I was of the understanding according to everything I read that all I needed was the card used to place the order, my ID, and my phone showing my order and a barcode for them to scan. After driving 40 minutes to the Rockford store, I wait an hour before anyone comes to my vehicle to help me. Apparently the guy that came up is the general manager of the Rockford store. He informed me that the pickup person was changed and my order had to reauthorized and it may take an hour. 2 hours later I go into the store. Same manger tells me he’s “Been refreshing and updating the system and it’s still not authorized.” Mind you the card was charged the minute the order was placed. I proceeded to call and speak with someone from corporate. One person informed me it was not supposed to be picked up until Friday. I finally talk to an agent who seems to be trying to help me. Upon going into the store because the agent wanted to soak with the manager, the manager acts like he can’t hear her. I tell him to take my phone and talk to her. At which point he moves further away from me and speaks so quietly I can’t hear anything he said. His body language to me gave me the impression he was 119% lying to me about the situation. So I get absolutely nowhere. After almost 3 hours I leave the store and go home. At which point at 9:43 an agent tells me it’s ready to be picked. Curbside closes at 10pm and I’m 40 minutes away. I tell the agent how upset I am. At which point he tells me “Well if you’re unhappy I can cancel the order.” I audibly laugh at him and told him to f^*k off. Not gonna help my cause I know but his tone was completely unprofessional. Today I call corporate again at which point they tell me the order is still not authorized to be released. The agent speaks with the owner of the card and then tells me to call back later to see if it’s authorized. Says there’s absolutely nothing she can do other than tell me that. 4 hours later I chat with an agent that tells me my order is ready for pickup. This is after they request to chat with the card owner yet again. I kid you not. So as of right now I’ve been told that tomorrow I can drive another 40 miles one way to pickup my order. All of this is to say that I was never told about this reauthorization was required when I changed the pickup person yesterday. The owner of the card, my mother, said if she didn’t have to come with she had other stuff she could do. Nowhere in the email, text, or app did it tell me about this reauthorization. Only that I needed the card and my ID. Add in the fact that 4 hours after changing the pickup person it still wasn’t authorized. The order was never canceled or the card charged again. Simply waiting on the Best Buy system to authorize it. The fact that almost 24 hours later I was still not able to be told I could go pick it up tomorrow is completely mind blowing. Apparently neither the manager nor ANYONE can authorize it. The computer system does it magically somehow. None of this does anything to make my kids nor myself feel any better. I’m just supposed to take it laying down with no Vaseline. No offer of a discount or anything. Nothing. Absolutely pathetic customer service and in my opinion I was straight up lied to by the store manager. I’d bet anything the serial number for the box and system I was supposed to get last night is different than the one on those tomorrow. It’s amazing to me how billion dollar companies and “general managers” can get away with being so bad at their job and treating people like complete crap. Once I secure my order I can thankfully never give Best Buy any future business. In my job if I screw up and give no valid reason for why I did, and do nothing, zero, to help the customer feel better and that their business is appreciated, I would get fired. But hey, I’m just a peon serf who doesn’t matter to Best Buy in the grand scheme of things. Thanks for a completely forgettable AND unforgettable at the same time Best Buy. Deuces.

The agents thAt were here last week were finally getting my tv and receiver to be compatible

I ordered a washer and dryer from Best Buy. Delivery was scheduled for today. I showed their agent where the laundry area was located and he immediately declined to install the dryer. His basis was that my gas line there was copper tubing. I have had 4 sets of washers and dryers installed using the copper gas line for the dryer since I bought this house. I protested his evaluation but he refused telling me I could install the copper gas line myself. He would dump off the dryer and leave, forcing me to reinstall it but then I would have to also install the vent kit which I paid for HIM to install. I am 71 and have suffered from cancer for almost 5 years and have very little strength/stamina anymore. My point to Best Buy is this: what does installing the vent have to do with what kind of gas line you use? They have no problem leaving the dryer and vent kit with you but if you don't have a hard-pipe gas line then they are exempt from their contractual obligations to install the dryer vent. What is Best Buy afraid of? They have no logical reply when I asked customer service this question. In other words, they have a policy that they must obey but they can't articulate why they have that policy. Best Buy's success is in direct correlation to their having satisfied customers. The trouble is they don't understand that.

Wonderful! I would highly recommend this service for any of your home theater projects.

Garret was very professional and knowledgeable and explained in understandable detail what the issue was.

Excellent service. Very professional. Highly recommended. Diagnosed the issue right away