Customer Ratings & Reviews

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.

not a very good experience from last repair -had a appointment got confirmed appointment no one showed up to find out that they had changed my appointment to another day, didn't even ask or let me know that my time had changed or if the new time would even work for me called the customer car for geek squad and they were help as well. they came out to do a repair and 2 hours after the repair the dish washer stopped working and gave error code and I called customer service once again I have not been having a good experience this time normally they have been great but it is sad when you call customer care and no one speaks very good English and you have to repeat yourself multiple times and get no where with the agents, they have really gone down hill. I have so many times about what is going on and have not gotten anywhere or had the issue resolved I asked for a supervisor and was placed on hold more than 2 hours what a joke and was told that they were to busy as I feel that is very unacceptable

Staying on the phone for over an hour. They tried anything to push me away. They couldn’t find my account or they pretend not to find it. I provided everything, account number, phone, purchase date, in live number, warranty number and they said they can’t see it. After they found it they tell me it’s not active and to call manufacturer. My warranty is for 5 years and it didn’t expire but they just don’t want to help. What a waste of minet and time and horrible customer service. Stay away from them at all costs.

Purchased HP desktop online to pick up at Roseville store. Went to store next day and it was closed for remodeling. Was able to pick up but not able to talk to Geek Squad. Needed data transfer from old PC to new so drove across town to another Best to drop off at Geek Squad. Talked to rep about price and was surprised to find out there was no discount in price even if new PC purchased at Best. They want to sell $200. maintenance package. I reluctantly agreed to data transfer price of $140. The rep then said I needed to make an appointment to drop off computers. He said there might be opening that night. I said I just drove all the was across town to drop these off. He said he couldn’t take them. There was absolutely NOBODY in line so he easily could have said ‘ we normally take appointments but since you drove so far and nobody else in line, I’ll go ahead and take it’. That would have been good customer service but that didn’t happen. I have been a customer of Geek Squad for years. After this experience, no more! What awful customer service! I had no intention of taking the computers home and driving all the way back that night, wait for 3-4 days and come back to pick them up. I drove about a half mile away to a computer repair shop, dropped them off and they were ready for pick up in 3 hours for the same price. Best Buy is no longer a business I would recommend to any one after this experience. It’s unfortunate that customer service no longer seems to be a priority with your company or employees. I will take my electronic business elsewhere.

If I could give a 0 I would. They sent in my laptop to repair a hinge. They sent me my computer back in pieces. Wished I would have know they were going to return my computer in pieces and no longer useable. Never would allowed them to take it. Before the computer worked and opened. Manager said your problem not ours. Pay us 400 and we will fix the problems we created.

Called them and even gave them the error code on my refrigerator and they set up an appointment 1 week out. They called to verify the appointment the day before and I mentioned the error code. Then they tell me that they can't fix something with that code (which they knew the code a week before) and that a 3rd party would have to repair it. So they set me up with a appointment for the next day with a 3rd party. We waited all day (the window for the appointment was 8am to 5pm) on a Saturday for the repair tech. No tech ever showed up. I called Geek Squad again on Saturday. They said that they couldn't schedule an appointment for the next day which is what the first tech did and failed at. They said they would have a tech out The original tech called today to see if the repair was done. I told him no. He said he would find out what is going on and call back. No call back yet. Now LG sends me a 3rd repair authorization but now the 3rd party is telling me they can't repair it because they were provided a incorrect serial number. So now I'm on the phone with LG directly trying to get the order cancelled, the right serial number put on a new work order to for the 3rd party repair tech so they can work on my Frig. What I would like is for everyone at Geek Squad to unplug their refrigerator for 2 weeks then call the support line to try and schedule an appointment to come out and fix it.

I visited the Geek Squad seeking to replace my old HDD with an SSD and to upgrade my RAM. They successfully completed these hardware changes; however, I encountered an issue with the data transfer. Regrettably, they were unable to migrate approximately 500 GB of data to the new SSD, citing concerns about the condition of my HDD. They proposed outsourcing the data recovery to a third party, which came with a substantial potential cost of up to $2500. This revelation was profoundly surprising and dismaying. The data in question holds immense value, as it comprises six years' worth of work-related content. The realization that the data might be irretrievable was disheartening. In search of alternatives, I turned to a local, smaller computer repair shop. To my amazement, they efficiently transferred my data to an external drive for a mere $95. The stark contrast in both competence and cost between the local shop and the Geek Squad was striking. This experience has left me disappointed with the Geek Squad's service. Their inability to recover my data, coupled with the steep price quoted by the third-party data recovery option, is indicative of subpar performance. In light of the successful and reasonably priced service provided by the local shop, the Geek Squad's performance appears mediocre at best.

The worst thing i ever did was pay for geek squad After buying and new system, $2800.00 WORTH i could not get on the internet for 30 days! I called the 24/7, which they are not available at 2am..i called 6 times and no one could help me! Finally i took my computer back to best. Buy the manager, took it in the back and had it text within 5 minutes. However, I wanted to cancel my membership of $173 and they told me I would only get $45 back so they were going to charge me. $135 for calling them and not getting it fixed. Not getting any results, not getting? Why is it you think the very small problem that needed to be done? It is a joke. Please don't buy it. They are not competent and they are nothing, but I rip-off.

Went to Geek Squad in Lancaster, Ohio, on May 25, 2024 to see about transferring data from my old laptop to a new one. They checked my hard drive and determined it was readable and that it had 3 users on it. I then went to go look at laptops and found a new one I wanted. After completing the purchase, i returned to the Geek Squad desk to retrieve my old laptop and hard drive. I decided against doing the data transfer as I was out of time and needed to leave. The gentleman was visibly upset by this and asked if I wanted my hard drive put back in my laptop. I said, "No." He goes behind the curtain, and returns a couple minutes later with my laptop, closed, and apparently "my hard drive" back inside. I left and went about my way. 3 days later, May 28, 2024, I get the hardware to check my hard drive and transfer my data. After plugging in the hard drive, i find that the hard drive is NOT MINE. Geek squad put the wrong hard drive in my laptop. Upon trying to call the store, my calls are repeatedly sent to a call center where they cannot put me in contact with the store. I drive to the store to find that the Geek Squad agents left early for the day and no one can help me. 3 days my hard drive has been in someone else's possession while i have some else's hard drive in my possession. I don't know if my hard drive is lost in the back, in some other customer's possession, or in the hands of a bad Geek Squad employee. I tried to call the Geek Squad corporate number, 1-800-433-5778, and again it goes to a call center where no one could, or was willing, to file a complaint. Overall, terrible customer service, and potentially a criminal offense for loosing my data with sensitive personal identification information.

-1 Truly horrible. A simple washing machine repair (water collecting in tray); need new tray. They send a technician who will diagnose the problem; then send for a part (after I told them what was wrong); and then wait for the part to replace the tray. I paid a kings ransom for this warranty and it it TERRIBLE. DO NOT PURCHASE BEST BUY WARRANTYS unless you have time to waste.

Wasted 4 months without my work computer. Went to two stores and they told me that it was a RAM issue. Spent over 100 dollars and it was still having the issue after ram was replaced. My computer was sent to the repair center. It wook a whole month just to be shipped out. After it was received, there couldn’t figured out and I was PROMISED an exchanged and was called sent an email for this exception. A week later I got to the store and they cancelled it without me being notified. After calling them weekly, being disconnected, placed on hold gor hours, i finally decided to ask for a supervisor. Rachel stepped in and was very rude and cutting me off blaming on policies, telling me that they had replaced the ram. Obviously, they never read my notes of what was done previously. Complete waste of time. I never got my refund just a broken computer back. Worst service, bad managers. Total scam.

Decision to buy a 65” flatscreen tv at Best Buy and purchase the Geek Squad “ service” was the worst decision ever. In the delivery date, the tv was a no show. Spent time in chats and then on the phone with the geek squad who told us the tv was finally out of stock. This caused a ripple effect with appointments for our cable set up and the paying of late cancellation fees on our part. When another delivery appointment was finally set up , we were promised we would receive a 4 hour window. Never happened. The service tech called from the front lobby when he arrived. And he wasn’t geek squad as promised but third party installer. We paid for service that didn’t exist. Spent time in the phone trying to get reimbursement and was offered $5 on a $1500 purchase. Do yourself a favor and skip Best Buy AND the Geek Squad. No straight answers and no customer service.

I took my phone in because my battery’s maximum capacity percentage had dropped to 80% so I figured it was time to take it into the store to get a replacement under warranty. When I go to the Kids squad they hooked up to their computer and they said indeed you do need a battery replacement but there’s an issue with your camera and we have to replace the entire phone. When they give me back my phone after having hooked it up to their system my battery was back up to 91% maximum capacity which is impossible then both of them and apples said they couldn’t replace my battery without me having to pay a service fee because the batteries health was good. It’s been months now and my phone has been plugged in overnight multiple days and the maximum capacity does not change. They did something to my phone they reprogrammed it so that the capacity would not drop before 91% to avoid honoring warranty. They are scamming people they are going to get another big lawsuit.

If I could give a zero, like many of you, I would. 30 year customer and it will never get better. I regret the purchase. Lost my Saturday waiting on Geek squad yet again and still did not get what I paid for. Leadership is the problem. They have completely forgotten about the client. We deserve better. We deserve a better experience and we deserve to get what we schedule and pay for. All I have received in 4 appointments is excuses, failure and not what was communicated at point of sale. Take our money and then never deliver. I am done. I would rather pay double to a private independent than give any more money to Best Buy. I am going to close my credit card, and not darken their door again.

I am beyond upset. I cannot believe this company even considered making “geek squad” for one they are actually cluelessl I brought in a custom PC and i think this option should be taken away from them because they have zero idea what they are doing. My PC was blue screening and i told them at the desk “i believe it may be my SSD which it was. I said and i quote “if this is the case back up my data so nothing is lost and send information to me to have it replaced for things IN STORE. I also stated if anything else is wrong let me know and fix it. For starters they didnt fix the blue screen issue it still happens. Secondly it was 200 dollars FOR THEM TO JUST GRAB THE COMPUTER. 200 dollars. 200 dollars. I paid 200 for them to in the end tell me they fixed a fan lol its broken. When it wasnt before. They said “oh ur SSD is failing” NO i told you that. And then to top it off WHERE did you backup my data to? Where ? I dont see anything you didnt tell me anything so they just took my money and must have just sat in the back playing with their thumbs. ABSOLUTELY garbage. Tried to sucker me into a membership on top of that. Absolute trash better off fixing it yourself. Anyone can go on task manager see the SSD is not okay and order a new one. What the actual? . & ur “member prices” are literally worse than Amazon. What benefit is best buy? Lol again i say garbage store.

DO NOT PURCHASE ANY EXTENDED WARRANTIES FROM BEST BUY OR GEEK SQUAD. On two seperate occasions, we had to wait a week and a half plus juat to have them call the day of the appt to tell us they had someone sick and cldnt come for another TWO weeks. The service was for our dryer, which, if you have family, is near impossible to do. We were having to spend over $50 a load to have our laundry done at the local laundrymat. They cldnt have care less. NOT one individual was willing to help and all but rep sounded like they hated their occupation and again couldnt have cared less. DO NOT PURCHASE ANY EXTENDED WARRANTIES FROM BEST BUY OR GEEK SQUAD. Go througb a 3rd party, NOT associated w/ Best Buy. You will be better served, unless you enjoy waiting on hold for 15-30 mins and getting nothing close to a resolution.

The geek squad associate put an an incomplete address in the system for me so my warrantied item was returned to sender after talking to management at the Utica Mi store and then escalating it to corporate then being sent back to the store level after being transferred multiple times and over an hour and a half on the phone and time face to face in the store nothing was resolved i am hoping my item comes to me eventually i am absolutely done shopping at Best Buy and Geek squad the store management attempted to shift the blame on me stating it was sent to my wife’s address which haven’t been married in years and even the representative stated they don’t have any other address but mine the Best Buy associate neglected to put my apartment number in there system and claimed to me twice that he had a different address the Address was correct he neglected to put the apartment number my item has been returned to sender as a result of their mistake at this point i can only hope it makes its way to me or the store in a reasonable amount of time Best Buy and geek squad has lost my business and a few others that typically follow my advice I’m sure Best Buy and Geek squad can afford the loss

The worst repair experience I’ve ever had. Called GS to diagnose slow internet upload speed and the end result is a black screen on my business computer that will not boot nor can I get into safe mode to troubleshoot. Most likely the result of two Windows 10 system updates that failed. I guess the tech completely ignored the fact that the computer was updated yesterday. And to add insult to injury, Geek Squad wants $100+ to fix their screw-up that they can’t get to for almost a week!!! My small business is dead in the water until I can get my computer running again. A total nightmare. While I’ve always been extremely satisfied with their repairs using an agent that makes house calls, the global call center where they attempt computer repairs remotely was a complete disaster. Will never use it again!!!!

DON'T BUY EXTRA PROTECTION - IT'S TOTAL RIPOFF. WE HAD THREE CALLS FOR SERVICE ON OUR DISHWASHER. YOU SHOWED UP FOR TWO AND DID NOT FIX THE PROBLEM, THE THIRD CALL WAS CANCELED WITHOUT ANY NOTICE, SO WE CALLED A 4TH TIME TO RESCHEDULE. THE MORNING OF THE VISIT, A TECH CALLED ONE HOUR BEFORE THE 'WINDOW' FOR SERVICE WAS TO EXPIRE TO SAY THAT HE HAD JUST RECEIVED WORD THAT THE SQUAD WAS NOT ALLOWED TO SERVICE ANY APPLIANCE IN THIS PROGRAM IF THE APPLIANCE WAS LESS THAN I YEAR OLD. WHEN I ARGUED WITH HIM THAT WE HAD PAID FOR THIS PROTECTION UNDER THE BEST BUY PROTECTION PLAN HE TOLD ME I WOULD HAVE TO CONTACT SAMSUNG DIRECTLY FOR SERVICE AND REFERRED ME TO CUSTOMER SERVICE. SO EXACTLY WHAT HAD WE PURCHASED FOR $200 A YEAR AGO??? I SPENT +/- 45 MINUTES ON THE PHONE WITH CUSTOMER SERVICE AND THE WOMAN I SPOKE TO JUST KEPT REPEATING THAT IF THEY WERE TO SERVICE THE DISHWASHER IT WOULD VOID THE SAMSUNG WARRANTY. SHE WOULD NOT ACKNOWLEDGE THAT IF THAT WAS THE CASE THE SMASUNG WARRANTY WAS ALREADY VOIDED BECAUSE THE GEEK SQUAD HAD BE OUT TWICE TO FIX THE MACHINE. REFUND OUR COST OF THIS PLAN!!

I purchased an expensive LG refrigerator/freezer on 4/‘22. On 2/7/24, I realized the freezer wasn’t working properly (ice cream completely melted; foods not normally frozen rock-solid were softening; ice melting). I soon noticed the refrigerator wasn’t working properly either. I’m no Technician but I was 99% sure it was a faulty compressor. I placed a call to the Geek Squad (Extended Warranty) department to explain the issue. I was never told to call LG directly nor was I asked if I had called (given the unit was purchased less than 2-years ago). The CSR never even suggested a run a test while on the phone to see what error code registered. Unfortunately, I trusted them — my mistake, and trusted Geek Squad would be responsible for repairs in a timely fashion. In was told the soonest a Service Technician would be able to come to my home would be 2/14/24. I was told my issue would be “escalated,” and should a sooner appointment become available, I would be notified. I didn’t feel confident (sounded more like a “line” just to try to appease me). Needless to say, I never heard from them. I also reached out a few times. The Technician arrives on 2/14, whispers his name; barely looks at me — doesn’t say another word. He was rushing around as if he was getting paid per repair. When I asked him a question, he never looked at me (rude) and barely responded. Since I wasn’t getting any information from him, I was listening intently to his conversation — thought it was a Geek Squad Tech Supervisor but it was actually an LG Service Tech. He was inquiring how he could run a “diagnostic test” on the unit! How did he not know how to do it??? Is this who I waited one week to come service my unit?? I then hear him confirming what I knew ALL ALONG and discussed on my original service call with Zem Barber, that the compressor needs to be replaced. I then hear him say ANOTHER service date has to be scheduled to fix the problem! I lost it!! I asked him how he didn’t have the appropriate parts with him to correct the problem given the entire unit wasn’t working and this was why a call was placed. He said he was ONLY here to run a Diagnostic Test!! He wasn’t authorized nor able to change the compressor himself. WHAT??? So, I waited an entire week to have a Technician arrive; unscrew a few screws; look in the back panel; place a call to LG and then tell me — yea, it’s your compressor but I can’t fix it!!! He then gives me a piece of paper — actually threw on my table, says that’s my Manager you can call — after I expressed my total and utter disbelief at the entire scenario. He was in such a rush to leave, still not looking at me (was talking to the floor). I finally said “are you speaking to me or to someone else” because he was muttering. I didn’t care that he was in a rush, I needed and wanted information, next steps, process and expectations. His Manager finally calls me. I go over what transpired and my extreme frustration and disbelief on the entire service process (lack of). He initially seemed to want to help but after several back and forth calls, realized he was going to be of no help either! He set up an appointment with an authorized LG repair company and I asked for their contact information. After speaking with them, I realized they wanted to perform their own Diagnostics after repeatedly telling them one was already performed and confirmed by LG and the Geek Squad Tech. I called the Manager back and told him what I was told. He basically said “they” could not force the company to have the parts on their truck! Why would I accept this?? I told him I don’t want anyone coming to my home unless they were there to repair. I didn’t need a duplicate diagnostic test to confirm what was already confirmed! Seemed like a money grab, at my expense. I decided to call LG directly and got the ball rolling. Unfortunately, since so much time was lost, I’m waiting ANOTHER week to finally get repair completed! Needless to say it’s been a NIGHTMARE, which I have NEVER experienced. I should’ve trusted my gut and NOT purchased the Extended Warranty through Best Buy’s Geek Squad!!! Don’t waste your money!!! Buy an Extended Warranty directly with the manufacturer. Lesson learned!!