Customer Ratings & Reviews

Our new brother printer was difficult to set up, and they connected me to a Geek Squad. The first agent couldn't figure it out on the phone so forward me to Agent Shailaja who took over remotely and somehow abandoned the session after trying. No explanation. Didn't walk through anything with me. I did get an email follow up saying "they ensured the brothers printer was installed and functioning correctly and all related software from the manufacturers website is installed on my device. And that they printed a test page and verified scanner functionality..." this agent also dumped by google chrome. They did not do any test print or verify anything with me so it was very confusing and frustrating to find that the printer STILL DID NOT WORK. I got connected to another agent Santiago, who confirmed that this agent should have walked through the set up steps and do the test page print with me, and not just abandon the session like that. But when that agent Santiago tried to restart the session with me, somehow he got disconnected and said he would call back BUT HE DIDN'T. Very poor service overall. My team and had ended up touble shooting ourselves and got most of it resolved but what a waste of time. We are so happy we did not sign up for this Geek Squad service at Best Buy, but will probably not return to Best Buy for devices again.

I purchased a 42” Toshiba SMART TV for $285 at Best Buy in Sept. 2022. In August 2024 (less than two years later) the black screen of death suddenly developed while viewing the Olympics. I suspected a minor problem because both the sound and occasional normal screen would both appear intermittently with remote start-up. I scheduled an in store return to the Geek Squad at Best Buy where the TV was initially purchased. The in-store geeks knew nothing aboit the problem and did no in-store TV repairs at all!! Their mail out charge to the real Geek Squad repair shop was $85 before parts and labor. A brand new, exact replacement TV at Best Buy was now only $139. I wound up purchasing a new TV with plans to throw the old one out, as it was a complete waste of time and money returning the faulty TV to Best Buy for repairs. For fun I disassembled the old TV at hone myself, found a melted/shorted solder joint on one of the HDMI receptacles, repaired it, and got the TV working again perfectly….for free!! Now I have two functioning 42” Toshiba TVs, and strongly advise everyone to avoid the best Buy Geek Squad like the plaque. They kneow nothing and do nothing but charge exorbitant shipping fees to mail off Best Buy products for out of town repairs. The Geek Squad at Best Buy is a major ripoff and a complete waste of time. MD/Ph. D.

We bought a whirlpool dryer a year ago. It stopped heating up, so we called to have it fixed (we looked up what it might be, the were only 2 possibilities). This was over 3 weeks ago! Service squad can't out over a week ago, and left saying they'd be back in a week. The appointment came and went. We called, they said the part wasn't in. I wrote a review, they called to say they'd be out the next day. That appointment came and went, the guy texted me saying he was waiting to hear from the service department. "Could be 48-72 hours." That can't and went. My husband bought the pay on Amazon, installed it last night, works fine. Still haven't heard from the service department. We're almost a month in now. I get that best buy looks like a good deal, there service department sucks and there's no one who cares enough to make sure your appliance gets fixed. They just say sorry. Don't go through them. I miss Sears!

We paid $2K for a high performance Starlink System to be delivered and installed. The installing technician said that hardware was faulty so I'm not getting signal. It's been weeks. We call/email/chat nearly every day - no resolution. We've been told 1) it's under review, 2) you uninstall the system (even though we paid for delivery and installation) and bring it back to Best Buy (1 1/2 hour drive each way and the receiver is on the roof [I'm 72]). and 3) we don't have a replacement in our system. Very very frustrating.

Came there for a boot-loop issue, did not fix the actual cause of the issue, activating Windows issue. Customer service let me know that they did not get a new Windows on the PC. Do not recommend, they let the computer rot for 3 days and gave it back. Only a money grab for their diagnostics. They were also supposed to do a dust clean, which they did not, promised that it would be like new. I have to drive this PC back for them to actually do their job.

Had an appointment at 12:20. This young kid shows up at 12:30 carrying his lunch. Doesn’t apologize for being late or anything. Barely looks at my tablet and tells me the only option for me is to pay $179 to “maybe” have it fixed in 2 days. When I tell him that it doesn’t sound like a good option he shrugs and basically says goodbye. What a waste of my time!

I had an appointment scheduled for this morning , Saturday after thanksgiving so I had to cancel my plans with family to wait for technician. No one turned up no one called to say they weren’t coming . I contacted best buy only to be informed appointment had been canceled and the earliest they can reschedule for is a week away. I will never purchase from best buy again as their customer service is non existent

I wasted hours by signing up for Best Buy Total Tech. I am not a computer expert but knowledgeable enough to not mess with registry or systems files. I have a 4 computer and DiskStation home network. Everything was working well and I added a new laptop (All are Dell) Well, the dreaded Network-Credential verifications started popping up and after hours of watching video and reading I called and signed up for BestBuy Total-Tech (Geek squad). Their tech spent time cleaning files adding stuff to my registry and said he cleaned up everything and it was running great. I said it should, it’s brand new. I then said I’m having credential issues and can’t connect to my Network. 3 plus hours later he is changing, deleting files, calling me to do stuff and in the end he still can’t get the network to communicate with all my systems. He goes on some more and then sends me a message and states I need to call my Internet Service Provider to troubleshoot the problem/line, WHAT!!! What an embarrassing organization, not only that nobody followed up with the typical survey of was I satisfied. Not a peep. I got back on the chat and told them I want my money returned and they seemed to do that quick then offered me and in-store appointment. Worst experience I’ve had in a long time. Right now, were almost 24 hours out and still no follow-up.

Set up appointment with geek squad. Received confirmation text for the 28th of January from 0730-1130. Took off work and they never showed. Called, no apology or attempt to make it right, just kept saying JT wasn’t in their system. No ownership. DONT USE

I took my beats headphones in for a repair to see if they could do a walk-in. The employee explained to me. I needed an appointment which was an hour out. I waited for an hour, and when I went back up to customer service to check in with the geek squad, I got told now fixes beats headphones. I was told I would have to buy a new pair. Why could I not have been told when I initially arrived?

If I could give zero or negative stars, I would. They are the most incompetent techs I have ever come across in my entire life. They could not help me remotely so told me to come into the store in person asked me to sit down and after no exaggeration less than five minutes, he told me he could not help me. The only thing that he did was go to onedrive.com and look at recent files that have been saved. My issue was I lost data on an Excel? . My issue was I lost data on an Excel sheet sheet that I use for the month of November each day has its own tab where I document my time for work. I had 18 tabs well less than 18 tabs. I had a tab for each day of November that was a workday up until the 18th, somehow the document only had up until November 7. MacBooks have auto recovery on it and technically are supposed to save a document every 10 seconds. These technicians did less than what you could do by yourself on a Google search do not waste your time. I beg you to not pay these people a dime of your money.

The agents in the store are great. Online totally terrible. I tried 4 times and they did nothing for me. No customer service, you can't talk to anyone. Hate it. I actually fixed my own problem by googling and alot of trail and error.

I have been trying to resolve an issue for 4 and a half hours now. The techs try to help and then just disconnect. The last tech Ayan Kar kept trying to get disconnect instead of helping me. I asked him please not to leave and he said he would not but then disconnected from me without assisting me. I pay extra for this service only to get the run around

I can’t find any other way to reach a customer support person (other than Geek Squad) at Best Buy so leaving this comment here in hope someone will read it. Geek Squad support is normally somewhere between acceptable and good; however, my husband and I have called Geek Squad FOURTEEN TIMES in the last 48 hours and have yet to have my problem solved. 1/3 of the time the call gets disconnected; the rest of the time the techs seem to think they’ve solved the problems when they haven’t, and/or techs just (apparently) give up and close the support session. I spent today on the phone NONSTOP with about 7 different agents, none of whom could fix two problems: 1) my PC keeps “dinging” at me frequently for no apparent reason (which disrupts Zoom meetings) and 2) my aol email account is not synching with Outlook. I do not have unlimited time to talk to Geek Squad. If someone does not contact me and fix this problem I will cancel my subscription.

Horrible service and experience. They make you wait hours in the store even if you have an appt and then when they are overwhelmed with people no one in their stores wants to help. All I needed to do was pay for a service that anyone could have helped with and then a paid for pickup and no one in the store out of ten people standing around doing would help. DO NOT USE THESE FOLKS! Use Apple or anyone else.

If I could give 0 stars I would. This has been the worst customer service experience of my life. To start, I was sold a broken TV that refused to find WiFI, not just mine but any Wifi, a SMART TV no less. After spending 2+ hours on with support they informed me that I would need to have an expert come out to troubleshoot, ok fine. They then scheduled my appointment in the middle of the work day without asking me, again annoying but I made it work. They then called me in the last 15 minutes of the scheduled window to say I OWE $150 for an issue that was not my doing and refuse to send someone out even though I originally confirmed multiple times that I would not have to pay for the service. I called back spent another 30+ minutes on with support for them to tell me that they inputed the request WRONG and will need to reschedule and need me to miss MORE work when I am still within my scheduled window. No sympathy, no regard for my time, and just simple human indecency. This is unacceptable behavior from a brand that should know better. I will never purchase another item from Best Buy after this.

If I could give the Geek Squad and Best Buy a zero rating, I would. I dropped my desktop off for a simple hard drive swap. They kept it for two days - then told me at pickup that they had broken the screen. The replacement policy was so restrictive that I ended up with a PC I disliked least to replace a computer I really liked. The manager on duty, Sterlin, who signed off on the transaction, was rude and dismissive. Avoid the Best Buy in west Little Rock, Arkansas (and all locations really) at all cost! They represent everything that is worst about business.

Customer Service is basically non existent. I paid for in home service. No one showed as scheduled and no one called. When I called in the person on the phone didn't have a clue. They told me a lady was scheduled to show up but they couldn't get in touch with her. 2 hours afier my appointment window a guy called and said he was on the way. Cannot justify recommending the Geek Squad in any way.

This will be the fourth time having one of the Geek squad repairmen come out to evaluate my 4 year old Samsung washing machine which hasn’t worked in over a month. Each time I’ve waited a week for an appointment. They still refuse to replace the machine and I’ve been on hold waiting to speak to a supervisor for an hour now.

Paid $99 and waited 5 days for them to tell me what I already knew. At the start, I explained in detail what was wrong with my computer and when they returned it they parroted back to me what I explained at the outset. They didn't do anything to repair my device and basically said "good luck". I purchased my device from Best Buy as well. Save your money or go to an SBA.