Customer Ratings & Reviews

This is nothing to do with in-store employees. I sent my razer blade 14 in to have an issue fixed. They said the part was on back order with no ETA. At the 28 day mark they magically got the part and fixed the laptop. They returned it to my local store, at 30 I believe they have to scrap it and refund it or replace it with total tech. I went to go pick it up and they let me test it before I left with it. The laptop was doing the exact same thing it was doing before they kept it for almost 5 weeks. Now they want me to send it back. They either lied and didn’t replace the motherboard like they said they were or they did not test the machine after the repair. Either way it’s an epic fail. I left explicit instructions on how to verify the issue. I left the laptop at geek squad, I refuse delivery of the product since it’s not fixed. I hope someone reaches out to me to correct this but I doubt it. This will be the third time it will be sent back for repairs which I think the first one they did caused all of this.

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!!!!

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.

If i could give 0 i wouod brought in older laptop which was working to fix screwn as it had come appart from computer. Was supposed to be 200 dollar. Get text. Its going to be 400 i approved because i had alot of private data on machine important data i didnt need the computer i had othets but it was one i was currently using. Had passwords etc. The. Test message with little information 600 dollars plus. I felt like i was held hostage. Not any real explanation but needed computer we t to Pick up told 800 dollars They changed motherboard abd othet stuff) that had been working fine. I paid 450 for this computer new swceral years ago manager passed me by muktuple times abd after waiting he told me my data qas gone He could recover ot if i gave him my microsoft account wnr password but probably not all of it. I never got original Mother board back i dont know where my data is or who has it including rhibgs like prior taxes abd guardianship kg my daughter court docs. He cpuldnt promise to restore. I had no idea they would do this. He said that if i didnt pay at least over 600 since i never signed for 800 it wouod be considered abandomed. They wpuld disassemble it. I didnt trust theu wouodnt sell or that somewhere on this machine HIPPA protected data was not inside. I would not leave that machine working . Too risky. Too much information and not returned. They said i declined back up. But i only declined when i dropped it off and all that was wrong was a loose screen. I would not have approved all My data to be gone or partially retreivable So angry Do not recommend this bait switch and unethical service I want the orginal data back in full

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....

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!!!

When I arrived there was a line of people and workers all over the area assisting customers. I had set an appointment through apple support , by advise of apple support . once I arrived I stood in line until was called . I then let them know I had an appointment. And they asked me to be seated while waiting I’m watching employee sit down and eat , leaning on the shelves having playful banter some even telling each other goodbye they’re going home like I wasn’t even there After 47 minutes of waiting and not once having been asked what my issue was . I approached a worker , he then told me he would see what he could do . He comes back eating chic fil a then he sees me and remembers I’m waiting he comes back and tell me that apple suggested I buy another phone and if he was to fix the issue it would be over four hundred dollars. I thanked him and left I proceeded across the street to Mr.Mobile phone repair here in Ocala FL and the owner attended to me himself : he fixed my phone within 20 mins and only charged me $25 the phone was frozen in DFU mode and needed to be wiped clean but that was after all his efforts to save my information. He saved my phone and I am grateful . GEEK SQUAD I AM DISAPPOINTED!!!!

I used to be a HUGE best buy fan. For 10 years+ I've purchased items from Best Buy because you were convenient, customer service was great and the WarrantyTRewards Program could not be beat! I purchased hundreds of items include 8 appliances all because of the amazing free delivery, free install and repair service! Then, that amazing TOTAL Program went away leaving not much left to be desired but I remained a loyal customer. 3 weeks ago (March, 2025) I ordered a TV wall mount install as well as an in-wall cable install. I scheduled both installations 2.5 weeks in advance. I received confirmation texts of the installs and then all of a sudden, the morning of the install, I receive a text saying I need to schedule my install! THAT IS IT! NOTHING ELSE I was absolutely confused! Thinking this was an error, I called customer service only to be told that the person assigned to my install didn't show and I needed to reschedule. NO ONE CARED ABOUT ME AS THE CUSTOMER. NO ONE BOTHERED TO EVEN CALL AS A COMMON COURTESY. NO ONE SEEMS TO CARE THAT IVE BEEN A LONG-STANDING CUSTOMER. Best Buy not caring about their customers is a blessing in suprise. That same morning, I called my local handyman who came out to my home in a few hours, completed the insallI and charged me $250 less! Why should i continue to be loyal to a store that obviously doesnt care about my business. I WILL NEVER SHOP AT BEST BUY AGAIN. *DONE*

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.

I read the first/ only review of this product and was leary of purchasing it myself, but thought maybe it was just one person's bad luck.. I purchased theproduct, was sent the email with the product redemption code and followed the instructions.. Received an invalid ID code message.. tried several times, and even attempted the other code that comes in the email with no success. Called Geek Squad hotline to get it straightened out, was transfered to someone who they thought could help.. She tried, and was unsuccessful and her comment was "your computer may already have a virus".. she was very sweet, but I already know my computer has a virus which is why I purchased a virus removal program.. She transfered me to mission control, they had no idea what was going on, so I was transfered to a remote access tech who spent about half an hour trying everything he could on my computer to get the program to be accepted. He stated that if there was a virus he would try to just remove the virus himself instead of getting the program to do it, but it would take up to two hours on the phone and remote access, which would be a pain, but I would get over it to get my computer safe again. After he tried everything he was legally allowed to do, he eventually had to call me back to get a hold of the help desk, and we tried a couple of other options as a last resort, including deleting my account altogether and starting over, with no success.. his only suggestion that he and his help desk could come up with was to call the geek squad hotline and ask them for a refund, and possibly complain enough that they would maybe upgrade me to the tech support plan for 199.00 for a year for up to three computers, free of charge since I had already paid the 160.00 plus time spent on the phone, so I am about to try that.. All in all.. this is just a waste of your time no matter what, but the staff is very polite and they do genuinely try to fix the problem, they are just unable to..

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 always bought the Geek Squad yearly membership for repairs, But just recently I found out that it only works if the item purchased is bought by the same person who bought the membership. So if your spouse (same household) buys from something from Best Buy and the membership was bought by you, they do not honor it. Something so stupid. We have a Samsung dishwasher that broke down under one year . We called Best Buy and they said that we needed to call Samsung because it was still under warranty and that they would not be able to do anything. We called Samsung and they said that the error message for the dishwasher was due to installation and that it was Best Buy's responsibility. So we had to call back Best Buy and they said that their system does not let them help us because our membership was bought by the other spouse and not the spouse who paid for the dishwasher!!!?!! Nearly 3 hours of phone calls. Now they want us to go physically to a store and do all this over again. Never again, will we buy the Geek Squad membership. It worked in the past, but I guess like anything else, it is a dying product. People don't fall into buying this membership. Its useless.

"0" Stars was not an Option, or I would've chosen it!! 2 Hours of my life that I will never get back! I purchased this "service" through www.bestbuy.com. It appeared as though it was going to save me time and hassle of having to take my computer to a Best Buy store to have the Geek Squad remove any virsus that maybe on my computer. I purchased this service, received my redemption code and instructions within the 15 minute time frame. I followed the instructions and kept getting an error message that my "order ID code" was invalid. I tried several times, then called the 800 number I received with the redemption code. 2 hour long story short, I had 2 different tech agents remote access my computer and they couldn't get the redemption code to work. I was then told to contact Best Buy because I had been speking with the Geek Squad tech support. They said it was an issue with the redemption number. I then called the toll free number for Best Buy. No one there knew anything either and transfer me to tech support. Again, they were unable to help me as they didn't even know about this service being offered. All they could suggest was transfering me to their order team and having a refund issued. The gentleman came back on the line after a few minutes and said that he explained to the order team representative what was going on, and was told that, even though they are not supposed to, they would issue me a refund which would show on my account within 5 to 7 business days. I thanked him for his help, but thought WTF, why wouldn't they be permitted to issue me a refund for a product that wouldn't work. So now I will wait and see if I get the FULL refund which would be the cost of the service, plus tax. I should've just taken my computer to the store to get fixed. It will take them about a week to service and cost me an additional $50 or so. Thanks for wasting my time online Best Buy Service!!!

When I first purchased total tech support it was because I had a car audio installation and was told that the total tech support would cover the installation of the equipment (regardless if it was purchased from Best Buy or somewhere else). Since I purchased it I had a used it for other car audio installation, each time not being charged additional for the labor but I did have to purchase additional parts for the installation. This last time I had a pair of speakers installed I was charge $80.00 which I questioned because I had not been charged previously. I called into Geek Squad and inquired if this policy had changed and was told each time that it did not change. When I inquired on why I was charged this time around when I had not been charged previously I was then told it was not the person's department that I was speaking with and they would transfer me over to the another department. This started the process of transferring me and transferring me, and transferring me again. This is the worst experience I have had with Geek Squad. I have paid $200.00 per year and the only value I get to use is the extended warranty, which I can purchase individually for each product I purchase and not pay $200.00 per year sum total. I have been paying for the Total Tech Support for 3+ years. I have used my Best Buy CC for several purchases. I could confidently say that I was a loyal Best Buy customer until this experience with your call center who handle incoming customer inquires.

it took forever to get thru to an agent, then they put me on hold for several minutes before hanging up on me, so it took me another 14 minutes to get back to talking to a Geek Squad person, who put me thru all the same question, that i already answered to the previous person...they talked to me , like i was bothering them....Best Buy used to have the best service ever, but i guess that is gone now....i used to buy everything from best buy...Service is everything...even the Best Buy sales people are telling me NOT to buy computers from Best Buy, because they are not very good, especially for gaming...i am very disappointed in the direction that best buy has went...Plus, They are billing me for a mistake that they made....So i will probably never buy anymore computers from Best buy....it makes me really sad, that Best Buy no longer cares about their customers...and now i will find a IT person, since they are now gouging people who are loyal to them...with extremely high prices. I'm pretty much done with best buy...look at my history of Sales...its really high.

Pharr, TX Geek Squad is a complete disappointment. We were sent there by T-Mobile (which, honestly, isn’t much better) with a faulty iPhone 16. The first Geek Squad rep said there were no technicians available at the moment, but he ran a diagnostic and scheduled us for the next day. According to him, the issue was the battery. He also warned us that during a battery replacement, the screen might crack—but assured us that our insurance would cover both the battery and screen if that happened. So we came back the next day, only for a different (and noticeably younger) rep to say the screen had scratches and wouldn’t be covered. Suddenly, we had to pay a $107 deductible to replace it. I told him, “Come on, the guy yesterday saw the screen and didn’t mention any of that.” He went to the back, allegedly to “talk to the manager,” and came back with the same answer: pay or leave. What’s worse—they said the phone had to be sent to California for repair. Aren’t you supposed to be technicians? Bottom line: this was a waste of time, full of misinformation, and just another example of how little Best Buy/Geek Squad cares about customers. It’s all about profit—not service.

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

The agent didn't transfer the data from my old computer to the new one claiming that there are cockroaches in my computer. My house is spotless. The old computer was opened at best buy store in Aberdeen NC on March 30, 2025. The technician checked if it could be updated. He told us that, it could updated it, but the cost of the processor and other parts to replace would be as high as buying a new computer. He didn't see any bugs inside it. The same day I bought another computer: Cyberpower pc, model: SLC8800BSTV8 at the store. On 4/6/2025 I took the old and the new computers to best buy in Aberdeen to transfer data. The agent has a picture with one insect on top of a computer. I am 100% sure that the bugs that roam around the room were the agents modify computers are in the store. Unfortunately, one of them landed on my pc and the agent threw the pc on my face adding that it needs to be cleaned by professionals and to bring a proof of it. After spending at Best buy $1,690.59 on March 30, I am told to pay someone else to clean a computer that is already clean. I am extremely unhappy with best buy geek service. I give people no good recommendation.but

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

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.