Customer Ratings & Reviews

I recently bought a Dell computer from Best Buy. I had originally purchased purchased a computer in store. Which meant a two week delay a writing project. Two weeks passed. I went to local Best Buy to inquire about my computer. I had received a text saying it was delayed. So I brought my older computer in for repairs. Picked it up and told it was good to go. Problem not fixed. Tech came over and said more repairs are needed. I asked him to place an order, over $1,800. Ok, i need a fully functioning computer now. He placed the order. Another tech came over and set it up. A day or two later it went white screen reduced to a sing blank file. Geek Squd tech on phone said that what I said wasn't possible. Tech came over and did a few applications and said it shoud be resolved Next day the same thing happened. Aside from my work time on my writing project, I was told I might lose information. I had also been told i could lose the information on my file. I became annoyed and desperate, and very impatient. I was told it would be five days before a tech could come. Leaving my file in jeopardy. I went to the local Best Buy to see if a tech could come over, it was around 8:00. I was beond desperate. The tech tried to help me, but couldn't. The tech wirld has us where they want us, at their mercy. Hope to see my tech this Wednesday. All the service techs were great. It's the bureaucracy I detest. I over the phone told -- if your partner was having a heartache, call 911, and was told they currently were on a dinner break and wouldn't beable to get there gor a couple of hours. How would you like to be treated this? My file is meant this much to me. I am 70 and bringing my computer to in-store help, has taken it toll on my already bad health. Thank you for letting me ve. Tom

I sent in a laptop for repairs almost a month before going away for college. It came back from repairs after I had left. After waiting for thirty minutes to talk to someone I was told that they could change the pickup location after i get the pickup email. When I got the call to pickup my laptop from the original best buy, I was told they could not do anything. However, after contacting support again I was told that they could change the pickup location and to visit my local best buy the next day. I went and they did not have my laptop, the agent their said the original store had to fill out some form and they would let me know when it would arrive. Fast forward some more days, I heard nothing and contacted support again today. After thirty minutes on the phone they told me that the best they could do is tell the original store to call me for this type of issue. The original store said there was nothing they could do and my parents would have to ship it up. It cost nearly 100$ to ship up and wont be here for even longer. Lots of just wasted time over such a simple issue. The laptop itself was repaired under warranty and is only about three months old so this whole ordeal cost me 100$ and I don’t have my laptop for classes.

I have been trying to get my dryer fixed for 2 months. It takes them a week to send someone, it has been the same person 3 times, but he never fixes it. He says he needs a part and then leaves but then cancels rather than follow up or explain what is going on. I tried to escalate to even talk to a local supervisor over chat/phone and the answer is we can't help you and we will need to schedule another appointment which gets scheduled for a week later but then gets canceled again or the person is a no-show. It has been so frustrating and no one at Best Buy or Geed Squad will help me and I have no way to ask for additional help, just an endless loop. I am going to have to pay for another service outside of Best Buy just proving this a big waste of money.

If I could leave zero stars, I would. Not for the service I received in store, because those guys were helpful to a point. Here goes. Sept 29, drop off a dell g3 to be sent out for liquid damage repair. A nominal amount of liquid was spilled on it, which I know can be devastating to a laptop. It is out of warranty. It's 2 years old(maybe 3 I would have to look) and I paid $700 when I bought it. Totally worth what ever it may cost to repair even if it's a bit more than the MAX of $275 quoted...Was given a 3 week timeline,(reason*covid*) and a sheet of paper that gave the approximate cost of repairs. (Which is where I got the $275 max. And I understand that is an estimate, but it is relevant later.) On October 22, after the laptop sitting at the service center since oct 6, I get the 'must call to authorize repairs' email. I call. Now. First things first there was a serious language barrier. SERIOUS. She finally finds my repair and quotes me $924 and change for the repair. $924 to repair a $700 laptop? SHE COULD NOT TELL ME WHAT NEEDED TO BE DONE. And she could not understand what I was asking her when I asked what the charges in that amount were for, and I could not understand pretty much anything she said...so I was not even sure I had heard her correctly when she told me the repair cost. So I asked if I could think about it (call the local best buy and ask for help figuring out what the heck is costing so much is more like it) and go about my merry way. I have no idea what her response was as I couldn't understand even a quarter of what she said between my horrid hearing and her thick accent. I immediately call my local best buy and explain the language barrier situation, and ask if they can look me up and help me determine what the price was, and what that was paying for. They were great. Looked me up. And said well. I guess the parts for that must be expensive as it needs a cpu and motherboard and they confirmed that I did in fact hear her correctly. I declined service, because I'm not paying more than the purchase price to repair the item. He informed me that the service center had already marked it as declined in the system, and was sending it back to the store. (Gee thanks) No one can tell me WHAT THAT PRICE WAS FOR. I can get the parts needed (according to best buy) for a total of $350. (I have done some research)So I was being charged over $500 for ......the labor? Needless to say, it is oct 27th. I still don't have the laptop back. And I still have no idea why the hell I was quoted over $900 to repair it. I will never use best buy for repairs again.

54 minutes on the phone with 3 different people and they struggled so terrible to find my account and provide any support. It was actually comical (if I wasn't so frustrated). I was calling walk-through a connectivity issue with my Sony Bravia TV. Other TVs in our house, computers, phones, etc. had no problem connecting. This one was showing as online and connected, could watch Netflix and a few other streaming services but to attempt to get online for any other services was failing. I wanted phone tech support, finally realized that no one was going to give me anything other than unplug the TV, etc. Shocked that they were offering less in tech support than I can easily do myself, we finally moved to the onsite appointment. Gave me a date with asking me to be available from 7am - 7pm. Not a 3-6 hour block like most other companies, but 12 hour window. And they would call the day before to give their actual window. Absolutely terrible operation! So disappointing and Best Buy as a whole has lost our overall business.

Best Buy uses tech support agents from other countries, the same countries where the scammers and telemarketers who bother us all day live. In December, I called with a question about updating the memorary in my laptop. The agent connected me to a remote chat agent. After the agent checked my memory and answered my question, he created a second desktop without my knowlegdge and started going through files, copying information and chaning file names. When I tried to close the sessoin, he pulled the window off screen so I could not X out of the session. I had to turnn my computer off. I filed a complaint on 12/22/24 and was promised a callback or email within 24 to 48 hours. I've been ghosted ever since. As any who's ever tried to call Best Buy customer service knows, their phone system is atocious and rarely successfully gets you to the right person, or any person sometimes. I've wasted hours trying to find out what happened to my computer during that remote session. I still have no resolution. Some programs on my computer are not working and God knows what information the tech stole off my computer. The only thing Best Buy has told me is that the agent worked from another country and was fired. I would never use Best Buy again for technical assistance. I am canceling my service agreement with them as soon as the fix the mess they made. Horrible and inept customer service.

Not a great system for repairing major appliances. My dryer had an error code, F1. After looking that up on the internet, it was a thermostat replacement. So, when I called the Geeks I told them about the code and offered to still pay the diagnostic fee of $99 as long as they just come as quickly as they could with the part and repair the dryer. Well, this fantastic technician came to my house two weeks later and informed that I needed a thermostat and that the earliest she could come back is in two weeks. I could tell she had this same conversation several times already this day, so I went easy on her. So I laughed and asked why she didn't' have the part I already informed the Geeks that I needed? She said they were just getting started in major appliance diagnostic and repair and that the customer service center was not doing well with it. Not acceptable to me. So, It will be a full 3.5 weeks to get my dryer repaired and the most I got out of the 3 minute visit was an upsell to try to get me to buy a service plan for all of my appliances and computers. I miss Sears.

My first contact with the Geek Squad did not go well. The session number was CAS-20408495-Z3V4G7 and the agent was Manda. After I explained my issues and he/she said she could help, I received no reply for 15 minutes. After asking for any communication through the chat, there was a response that I would be helped but then another 15 minutes went by with no additional response. At that point, I decided to discontinue the chat. My problems were not addressed nor resolved. I contacted The Geek Squad immediately again and was assigned to a new agent (Poumuli??). This time my concerns were addressed and one issue was resolved (email attachments) but the 2nd issue was not able to be fixed (no translation of foreign language into English) although a fix was tried. The agent also tuned up my computer. I was satisfied with the overall interaction.

If I could give this a zero star rating I would. I've been waiting for the full repair of my washer and it has taken MONTHS to fix, and it is still not fixed. Appointments keep getting pushed back without warning, and when I contact customer service I'm greeted with sarcastic and condescending remarks when trying to get a tech out to fix it earlier. Awful service, and awful communication.

This is a joke!!! I bought an HP laptop from Best Buy in Aug. 2022 for my son for college. Within a month, it shut down and would not come back on. This has happened 4 times now. This last time was within 30 days of the previous repair bug geek squad would not home their warranty because they tried to claim it was past the 30 days. Even when I showed email proof that it was within 30 days they still would not repair it. They had the laptop from February until September and did NOTHING!!! This is the last time I will ever walk into this store!!!

This has been, hands down, the worst customer experience of my life. My computer was having an issue with turning off randomly; after doing some research, it seemed like a PSU issue. I bought a new PSU (also from Best Buy) and took it in to have it put in and for diagnostics to be done. I was quoted a three day wait, which was fine. The three day wait turned into a 10 day wait. Every call to Geek Squad, the online agents would be super nice and apologetic, would “call the store” and confirm it would be done the next day. I spoke to six different agents and the final 3 confirmed it was ready for pickup. I go to pick it up…it hasn’t even been STARTED ON. The local store Geek Squad apologized and said that the agents had never called them and that they had lied to me, but assured me they’d start right then and it would be done the next day. Sure enough, I get a call the next day to go pick it up, which I do. I get my PC home, excited to finally have it after 10 days (and desperate to get back to work)…and it’s WORSE. It turns off constantly. The cleaning that was supposed to have done was clearly not. Whatever diagnostics they ran appears to be just a program to monitor cpu and gpu temps. TL;DR: I took my pc in to be fixed because it was turning off every now and again for no reason. Got it back after 10 days (after being quoted 3 and lied to six times about when it would be done), and now the PC is practically unusable. Absolutely the worst waste of money for their service plan ever. Also, they make it very difficult to talk to someone who can help you. It’s always a different agent and you have to start from scratch, they won’t escalate you to someone who can help, and their “solution” was for me to file a complaint and that I would receive a response in 4-7 business days. I’ve been a loyal Best Buy customer for fifteen years, and I will never purchase a product from them again due to this.

I have paid for Total Tech service, which includes Geek Squad support, for 2-3 years, and have never really used it. Finally, I needed to use it. To say it was a complete waste of money and hours of time is an understatement. First I spent 30 mins on a call with a preliminary person who couldn't even provide support. She disconnected me after 30 mins and never called back. I called again to deal with another preliminary person for another 30 minutes, who I could barely hear. Finally I was connected to a rep who was supposed to resolve my problem, but they would only speak to me over chat. I finally convinced him to call me, but that call lasted a few brief minutes and then he refused to stay on the line while we resolved the issue. An hour later with this rep (2 hours total), I still HAVE NO RESOLUTION. He told me I should call Microsoft One Drive support team, when there is absolutely no reason for me to do so. Why am I paying hundreds of dollars to Best Buy support if your resolution is to send me somewhere else? When I told the rep that the issue was not resolved and I did not understand what he even did, he didn't care and just wanted to end the remote session. He had control over my computer and started rapidly clicking into things that made absolutely no sense. Finally, he just disconnected the session. Best Buy tech support over the phone is awful and a waste of money. Two hours and no help whatsoever. If there is any way to get in touch with management, I would try but Best Buy is like a black hole. There is no way to get in touch with anyone.

This service is VERY unreliable. Twice I have had to have the same washing machine repaired. Both times Best Buy gave a date but did not relay that to their contractor because they never showed. The first repair took 2 MONTHS to get the part (I had to buy another washing machine for that time) and the second time the repairman says that it needs to be replaced yet Best Buy doesn't show that anyone came to my house at all. They want to schedule another visit. I asked to speak to a manager and he refused.

If i could give a negative number I would. June 1st called and scheduled an appointment. Technician comes out on June 6 to diagnose the issue with the washing machine. The technician advises he will order the part and schedules me for an appointment on June 13. I received no call, text, or email about the scheduled window. I call in and the person on the phone tells me the part is in and that she will put a message on the Tech's message board and he will call me in a hour. I wait about 2hrs and a half and I did not receive a call. I call back to geek squad customer service and I get a new person. After giving him my order number he asks me is this about the Whirlpool. I told him i don't own a Whirlpool. I explain the issue and he tells me he doesn't see the ordered canceled and some Techs for some reason just don't send anything out. I asked to speak with a supervisor and he tells me the supervisor will just tell me the same thing and he will put another message on the technicians board. I wait and then decide to call back and ask for a supervisor, it took 25 mins for him to tell me a supervisor will call me back in 30 minutes. Supervisor calls back and tells me the part is being shipped to me and once I receive the part I will need to schedule the appointment. I advised him the Tech said he was sending the part to himself and that he scheduled me for an appointment today. After going back and forth with the supervisor, he places me on hold. The supervisors comes back on the phone and states the part will deliver today at the store, but the technician is on vacation for 11 days and he can schedule me an appointment for June 24. (Washing machine has been out since June 1st). I asked if there was any other recourse he told me no, not really. He said he can reschedule but they would just send it back to say to schedule with the original Tech and it was best to leave with the original Tech. I go into the store and go to the Geek Squad and the worker tells me there is nothing he can do. So I walk around the store and ask another employee for a store manager. I am currently waiting for a call back for the end result. I can honestly say this is the worse experience that I have ever had and a lesson well learned!

Our stove is under a 5 yr warranty. Its had problems since day one. Our recent issues started in mid September and its end of December and they are still not fixed. Geek Squad agents have ordered the wrong parts about 10 times, one of the employees broke the part he brought because he was yammering on about nothing and not paying attention. The management in Albuquerque is a joke, Courtney who is at the Hotel circle store is a completely incompetent and unprofessional person. She doesn't care at all that her team is doing the worst job possible, she has offered no genuine concern or help in the situation. These people sell you a warranty for a set amount of time and then drag out the fix for months and months, there has to be something illegal about that. Also who trains the agents who fix things? These people are not professionals, not problem solvers, cant even order the right parts or install them completely and correctly?!?!

She was the manager - 100% efficient. But customer service - she wouldn't give me an oppotunity to expkain how my MS office licenses were transferred from my old computers to my current computer and now should work on my latest computer. She kept insisting that they would not work on my new computer. Out of frustrstion from her not listening or giving me any opportunity to speak. I raised my voice to be heard... then she chastised me and threaten to not help at all. If she'd just hear me out and then engage in a 2-way (not a 1-way) conversation would have been better customer service. Then she blamed me for not questioning at time of order which indicated install MS Offices apps ... i had no idea that this meant to install MS office 365 .. i had only asked the clerk to install my current MS office i had purchased years ago. Then she insisted that this could not be done. .. turned out it could be. Not happy with the service. I just wanted to be heard .. please stop & listen to your customers. ... then they wouldn't have to raise their voices in an attempt to be heard

I wish I would have read these reviews before wasting my time booking these irresponsible crooks. I would strongly suggest staying away from this company, if you’d like to avoid the same aggravation I experienced this past weekend. I purchased a ring camera doorbell installation, booked my appointment for this past Saturday, & they provided me with an arrival time window of 7:15am 10:15am the day before. I wait about 20 mins after 10:15 am in hopes that my assigned technician would have the courtesy to reach out & let me know what was going on. There’s no way to contact them directly or track them, btw. Calling the “customer service” number on the website, was another ordeal. Waited 25 mins to get a representative who was perhaps overseas and had a hard time understanding me. At this point I tell them my technician is a no call, no show and I’d like to cancel the service, since I think it’s extremely disrespectful to play with people’s time, especially when I’m paying a hefty price for my service. After 15 mins of going back and forth, the representative assures me that they’d cancel the appointment, reverse my charge, and that they would reach out to the technician. At about 2:20PM the said technician has the audacity to message me, (4 hours later) “apologizing” for the delay, and letting me know that he was 30-45 minutes away. I was astounded to say the least by the lack of professionalism. Today I see that the charge was posted to my account, was not reversed, the customer service representative LIED, and now I have to contact my credit company to get this sorted out. Truly a nightmare.

I brought my computer to Geek Squad for a cracked screen. They first gave me an estimate of about 1 1/2-2 weeks as to when I could come back to pick up my computer. When it was sent out to repair, they first contacted me about turning "find my" off so that they could repair the screen, which I did the same day that they emailed me. I waited for 3 days, with still no update on the site, to which I had to call in order to get confirmation that it was turned off. The agent on the phone confirmed it, and said that there was nothing else that I needed to do and that they should begin repairs shortly. Another 3 days went by but still no update, so I had to call again because I was confused as to why there was no update when I had done what I needed to do. They then informed me that I needed to pay for a $100 service fee, and that best buy should have sent me an email invoice for the payment, which they had failed to do. I paid over the phone, and again, confirmed that that was all that needed to be done in order for my computer to be fixed. They then updated and said that they were working on the repair, and that the items that were needed to repair were in stock. However, I received an email saying that they were waiting on the parts to arrive, and that there was no eta as to when the parts would get there. I now have no clue as to when I am going to get my computer back, or how long my repair is going to take.

We have used Geek Squad for several years and are very pleased with their help.

Bought a Sony camera from Best buy, paid for the extended warranty. The camera has a shutter issue which we were unable to correct. We live 4 hours away from the nearest Best Buy. Even though they do not work on cameras, you still must make an appointment to drop it off, so you can do all the paperwork. We didn't realize this, drove 4 hours, were told they couldn't help us at all without an appointment. They gave us an appointment for the next day. We tried to explain that we live 4 hours away and can't just pop back in. They didn't care. We didn't have an appointment and they couldn't help us. My husband had to use the bathroom before we left. I stood there and watch the two employees that couldn't help us talk on their personal phones and discuss what they were going to have for lunch. My husband called the customer service line and tried to get help that way. The first person hung up on him. The second one kept saying we could go in without an appointment, we would just have to wait until someone was available. Had no idea what they tell you at the store and transferred him to "a department " that could help him. Transferred him back to the main menu. Absolute waste of time and money getting a warranty from Best Buy.