Customer Ratings & Reviews

Geek squad used to be good. After an entire smart house including tvs , appliances, cameras door locks, video doorbells , google max hubs , sonus.. etc.. bought extended warrenties on everything! Wow, hours on hold , get appt, wait on 4 hour window, no shows, reschedule, told 1 thing , no not correct, get another story, that isnt correct either, transfer to different department, get hung up on several times! Then they tell you, thats not covered, talk to the store. Unbelievable... now the doorbell is falling apart literally and in covered location, and it works on and off. Well not covered, its cosmetic, cant really determine if it doesn't work. So hire someone to take off, drive an hour , to the store, so they can determine if they want to replace , if they do, then you can schedule for an install and pay 149.99 to install! Im done with best buy! Been using them for 19 years on several houses. Dont waste you $$$ , they just are not good anymore.. They honestly don't care and customer service is beyond horrible.

Horrible service. I have been without a washer for almost one month. One week for repair diagnostics and one week for parts to arrive. Another week for service repair. Worse service I”ve ever had!!!

I called to make appointment to get my "warranty covered" washing machine fixed. They diagnosed it over the phone, which is odd, and ordered the parts they felt were needed. (Although they are supposedly a repair shop, they don't stock parts.) Parts arrived and repairman came a week later. Of course, he needed another part. He put in the order with a rush delivery. The part was never sent, although the phone rep said that the repairman would bring it with him. He didn't, and had to order the part all over again. I was then given a repair appointment for almost a week later. I have spent so much at a laundromat that I probably could have called a reputable repair facility and paid to have the machine repaired right away.

I am surprised Best Buy still has a brick and mortar store. With this level of customer service, I would say you might as well buy your products on Amazon. The squad members were obnoxious and unmotivated. They couldn’t be less helpful or more condescending. I looked around and figured the clientele was mainly older individuals who knew little about computers besides using them as terminals. They told me that the protection I paid for was not for repairs, but for membership so they could help me with software issues. They tried to dazzle me and then challenge me about what I knew about viruses, ransomware and other problems that scare older folks. I paid for extra for repairs assuming they were trying to model themselves on AppleCare. They wouldn’t give me an estimate. After much arguing, they gave me an estimate that was about the cost of the entire product. There were a lot of “big words” thrown at me to “confuse” me and at one moment they tried to tell me that I wasn’t paying for labor but only for The parts and the transportation of the parts. I thought I was listening to a car mechanic. After I demonstrated that I knew what I was talking about, they backed down from pretending to explain things to me and to offer me a more expensive plan. I am still stuck having paid far too much for a bogus protection plan and repairs, but now I know never to shop here again. Best Buy will go out business once the older clientele that had some store loyalty stop shopping there. Poor service choices and unhappy customer service reps don’t make for an attractive, let alone competitive, business.

Brought device in for repair. Geek said they'd fix it in a week or two. Got it back early, but they just told me they couldn't find a problem with it. Took it home and within an hour the error occurred again. Brought it back and they did nothing again, and told me that I'd have to buy a more expensive service or they wouldn't even diagnose it. When I asked for the manager he waved the fee instantly and sent it off for two more weeks. When I got it back, it was still broken. Absolutely vindicated on not buying the upgrade but I'm still out 1500$ this terrible business is only still around because of how much money they scam from people who simply accept their terrible service.

My Girlfriend bought a tv from best buy and paid a additional 250.00 for delivery and instalation. When they arrived the first thing they did was inform of their dog policy and told us my dog would have to be in another room. Having worked in the service industry most of my life I have never heard of this. I dont mind doing it but the house is actually my dogs house so it offends me. Then they told us they would have to charge a additional 120.00 to install the tv because we had pine lap walls instead of sheetrock. At this point i asked them to leave and installed the tv my. and installing on wood walls is less work because you dont have to worry about hitting a stud but hitting a stud is also easy and better than installing in drywall. I would not reccomend these people to anyone....

TERRIBLE: I am a total member of Best Buy. I am so very unhappy with the service especially when you need someone to come out to do a home visit. I had one appointment when they were supposed to come out to my home and they never showed and never called to explain. The next time they were to come out, I let them know how upset I was that they never showed the first time so they told me they would come out in the morning since I was going away but I get a message from the tech ppeople stating the opposite. This is rediculous and is affecting my business. I am not happy at all. I am so sorry I am a total member. Not worth it. They should be reported.

I SHOULD HAVE BELIEVED THE REVIEWS AND STUCK WITH MY LOCAL IT SHOP. Tech spent 15 minutes rambling on about scams with the customer before me, then spent less than 10 minutes to diagnose my issue as something they cannot do there but he could transfer my data to an external drive, referred me to his buddy’s shop, passed me off to a blue shirt and took his lunch…I asked on my way out if my laptop was alright, that it felt odd I didn’t have any paperwork, blue shirt told me I was all set not to worry, 2 days later I tried to call to make sure my data transfer was actually happening as we had talked about before I was passed off, but got the unbelievably unhelpful call center folks, told me they’d put a message through, no call back, had to make a second apt to find out nothing was done because I didn’t have an order, but they could do it in “about a week” now that 3 days were wasted…and yet someone poked around enough to tell me how to access my data, I returned the desktop I ordered and issued a complaint, staff asked if I wanted him to try and get my data transfer prioritized and laughed when I said I’d left my number with the call center! Too little too late, the geek squad guys lost Best Buy $600 dollars today and any future business from our business.

Best Buy Geek Squad is just a Hustle. I can't even believe this is an American company functioning and selling to Americans. Best Buy Geek Squad, is all about ripping Americans off. They have no ethics when it comes to sales and installation. It is all on the customer. They do not warranty their products, they do not replace their products, all of that is at your expense. Their customer service is rude, ineffective, and unintelligent. The management in store is again ineffective and rude. You will get no help and when you finally get your problem fixed you're going to pay more because they raise the price. Once you get in bed with Best Buy Geek Squad you're automatically a loser. The only thing I did wrong, was Trust Best Buy's name, and Geek Squad for installation. Please spare yourself, do not make the same mistake I have by trusting Best Buy to be a good American company for Americans. I replaced a 2015 Chevy Camaro stereo. Now it's all messed up thanks Best Buy Geek Squad. Once I get out of this deal I'm done with you. I recommend the same for all other people looking to purchase anything at Best Buy.

Vladimir and another guy, who I didn't get his name, rudely entered my apartment on 09/25/2023, asked where they would be setting up, then immediately stated "well we can't install the washer and dryer anyway because we are missing a part." .......WHY would you inform me you're missing an essential piece of equipment that you need to install my equipment on the day of my appointment?! I ordered this washer and dryer on the 10th of September, after weeks of delay, I thought finally it was going to be installed. I even took off of work to be sure I would not miss this delivery. I've never experienced such rude, unprofessional, and incompetent behavior from a business like BestBuy and these two weirdos they sent that just absolutely wasted my time.

Absolutely the worse experience I’ve ever had in a technical/electronic ordeal … I was checking in and speaking with the geek squad agent at the check in desk. He was assisting with my issue when another woman appeared and he completely just satmy issue to the side to assist her. I had to literally interrupt his conversation for him to remember that he was dealing with a client prior to her. To completely dismiss a client to assist someone is the LOWEST level of customer service one can have. I don’t pull the race car but in this instance you literally stopped assisting black guests to an assist a white lady…. This is preposterous …. This company has shown that they are not available for all races to experience the service levels as other,….today will be the last day for me as well as many others to frequent a business that is not helpful to its patrons

I’ve scheduled 3 separate tv repair appointments and the technician has yet to show up and my tv still isn’t fixed. I have the $300 protection plan which apparently doesn’t mean much. I’ve contacted their “customer service” line no less than 15 times over the course of two weeks trying to get updates, rescheduling, calling after ANOTHER no show. Their best advice was for me to go to the store to schedule yet another appointment. I have never had this poor of a customer experience. We won’t be buying any more products from Best Buy.

NIGHTMARE dealing with Geek Squad on the phone ..2 times and then wasting my time going into the store with appointment. Paid 1800.00 for Laptop that had battery life of 8 plus hours. Upsold me on the 380.00 Warranty for 3 years.. Well Battery no only lasting 4 hours and the Warranty does not cover it because its working ..does not cover cosmetic keys that are worn. Wasted my time and money and I was rude because they made me wait while they knew it was not covered and just kept in back .. Finally talked to unfriendly manager who was dry and no personality..causing me even more frustration. Felt totally jerked around .. time wasted money wasted ..and Manager said well laptops only last 3 to 5 years..so then why sell a warranty .. REALLY ...the felt piece between keys and screen the kid removed and then claimed he did not and all of a sudden its gone. Manager with an eye roll said want us to review the tape. I know they found when I left because the kid took it off ..where he put it I do not know but I DO NOT LIE ...BUT I also knew they would go in the back again and leave me for their pure entertainment of making me waste more time. BUYER BEWARE if your Laptop is only good for 3 years DO NOT BUY THE WARRANTY .. If screen breaks they are easy to replace and less than 400.00 .. BEST BUY has gone way down hill.. Great to sell and up sell BUT do not have complaint...

I brought my $1300 Sony Sound Bar in for repair on 12/3. I received an email the next day saying it was being sent to the repair center. I received another email on the 6th stating item was being repaired. On Dec 12th, I received an email stating that my item was repaired on on its way back to the store. 9 days later, nobody at Best Buy knows anything. What a pathetic joke.

I paid for (2) $40 services, prior to that they said if it doesn't fix they will refund. I called back asking for refund since it didn't work, and instead they tried to get me to pay $150 for a subscription to fix it. Denied it but they didn't refund. I called back was on the phone for 40 min, got transferred 8 times. 2 times to the correct department where one said he would help, but then transferred me, and the other said he tried and failed so he transferred me to the mobile department. In the end it looks like they only refunding me for one of the services. They clearly don't want to refund any money. 1st and last time I'll ever use geek squad. I wouldn't recommend them to anyone.

Zero stars, this is the biggest scam in the world. I bought a Samsung Washer and dryer in April 2023 from the Fayetteville North Carolina Best Buy. I was told that The geek squad would set evey thing up and that i would have the geek squad on my side if i bought any thing new from best buy that they woukd set me up even if i moved. Well 4 months after buying the washer and dryer from best buy i bought a house and moved. Of course the dryer plug was a 3 prong, not the 4 prong i had previously had. So i went on line to order the new cable. I was toldvthat i could get it delivered and that the geek squad would set it up. I decided to not buy online but went to the local store on skibo road here in Fayetteville. I spokevto a best buy associate to get the correct cable and asked about when the geek squad would be able to install it. I was told to talk to the manager Tim. I explained to tim the situation and he said that it was not covered. I dont understand if you pay for a service and then the agreement is not kept. Isvthat not a breach of the contract. Now i have a $900 dryer that i cannot use. Because the vendor refuses to change a cable. I am sovdiscussed with this customer service mamager. That i won't shop at best buy ever again and i will be canceling my best buy card. I will also be sharing this on a blog and with the better Businesses bureau. I vote with my wallet as that is the best way to get good customer. Again do not buying anything from the bestbuy on skibo road in Fayetteville North Carolina.

Bought a new washer and was assured it worked because they tested it (out of box product). Plugged it in, didn’t work. Called geek Squad. They Came out and confirmed what my hubby thought was wrong. Said they would be in touch next day. Took two days (I get it, ok) then said they would be out 5 days later with the part. Day came and went. When I called to see what happened CSR said don’t have the part and not sure when it will be in. The washer is two weeks old!!! Not 50. Stay away from Best Buy and Geek squad

Service was awful. Washing machine still broke after numerous times to the house. Won’t be purchasing the geek protection anymore and will buy appliances elsewhere where they care about customer service.

If I could give 0 stars I would. We scheduled our original service repair for our washing machine and a tech came out on 3/13/25. The tech, which is part of a 3rd party vendor, looked at the machine, wrote up notes and advised that the repair would be a 2 person job. They sent their findings back to Geek Squad and we waited for the call we were told we'd get. Call never happened so I reached back out to Geek Squad and was advised that they would need to send out a tech again to do a diagnostic check. I reminded them that someone had already done that, sent the report to the warranty team and that my new appointment needed to be set up for 2 people. Was told I had an appointment set up for today. 3/20/2025 between 8am-12pm. So we prepped and waited. At 10:30am I reached out to Geek Squad AGAIN asking why I didn't see my open appointment in my account and was told I was called to let me know they would need to set up another appointment. Well that was completely UNTRUE - no one called us. So I was told someone would get back to me in 24-48 hours to get the appointment set up. I noted I have an appointment today and they have 1 hour to come. Apparently that isn't happening. So now that is 2 days of work I had to miss and I still do not have an appointment to repair our washer. With what we pay for these warranties, I would expect better service. We shall see if someone contacts us in the next 24-48 hours. I am not holding my breath. Think twice before purchasing a warranty from this shady company!!!!

So, Geek squad is good at putting things together or carrying out an "assembly" of a product. However, they are awful with repair, unless they just have the same repairmen. One person came for my leaking dishwasher, which stopped leaking when he arrived. I said I no longer needed the part. He was trying to convince me to purchase the part. When I said I didn’t need it, he placed his hand under the dishwasher, caused another leak, and said, "See, that's what I was saying. You still need the part." But he caused the leak. I can't believe he had the nerve to break my dishwasher..AGAIN!! I just said he could go. And he didn’t even apologize or offer a refund. This geek squad service i paid for was for him to FIX my dishwasher.