Customer Ratings & Reviews

I purchased a 3 year protection plan for a new computer. 2 months after purchase, my computer started getting extremely hot. I chatted with a geek squad member who said I could go to the store for help. I made an appointment and went in. I waited for 45 minutes to be seen. Then I was told I needed to pay $100 for a diagnostic because over heating was not covered. I asked if the technician could tell me the most common reasons laptops overheated and he said he could not. I asked for a protection plan refund and they only gave me a partial refund. I will never go back to BestBuy.

I am a 10 years Geek Squad Total Tech member. I renewed my $200 membership & paid an additional $99 to get my new printer installed and I also bought it from Best Buy too. I scheduled 2 weeks in advance to have a Geek Squad tech install it. Tech never showed up - but most importantly - tech never gave any text updates AND NEVER RESPONDED TO MY CALLS OR MY TEXTS AND NEVER RESPONDED TO HIS MANAGER EITHER! I have seen awesome reviews for: Nerds On Call - so I will probably use them from now on.

Useless. Scheduled a repair of a three year old washing machine, purchased from Best Buy. Had to wait two weeks for an appointment for someone to come out. On the morning of the appointment, the guy informed us for the first time that the appointment was purely diagnostic, that he carried no parts for repair, that it would be $124 for the diagnosis, and that that didn't apply to the actual repair. That it would be another two weeks before they could attempt a repair!

I fi could give negative stars I would! I’ve been to geek squad two times in the past two months only for the most expensive route to fixing a 12 pro max and for them to tell me there isn’t anything they could do except recommend a new phone. They need to do better!

We bought an open box refrigerator from an outlet Best Buy. The refrigerator stopped working within 60 days, but I had bought the extended warranty. I contacted Best Buy in peak squad. They sent somebody out quickly look at it. It was determined to be catastrophic failure and needed to be returned. The repair tech said he would have to file some paperwork. I never heard from them for two days and had to contact them about next steps. They couldn’t reach the repair tech to confirm the failure so I had to wait another day. Still didn’t hear anything back from them called again at this point they had said Yep it’s failure you can return it. I specifically asked if it had to go back to the outlet which was an hour from our house or if I could take it to the nearest Best Buy store I was told it could go to the nearest Best Buy store. We get to the Best Buy store. They can’t take it back all outlet purchases have to go back to the outlets.

Single worst customer service experience I've had - on par with a used car lot salesman or shady mechanic. Be prepared to lose ALL data from any device you send for repair whether you consent or not. I brought my laptop in for an overheating issue - something that both the manager and I agreed was merely hardware and wouldn't need a data backup or for me to provide my login credentials. I dropped the laptop off and it was sent to the service center for repair. I got a call once the laptop was received to approve an estimate for approximately $360 for parts which I approved. No mention of anything else. Fast forward to when I went to pick up my laptop - the hardware was fixed, and my laptop had been factory reset with the drives reformatted losing ALL of my personal and work-related data with NO mention that anything of the sort would be occurring from Geek Squad. Still stuck in a call-tree nightmare trying to get this issue resolved. Been on the phone for 2 hours now and have been redirected from the local store to Geek Squad support, to primary support, to Geek Squad support again and no end in sight...

If I could give zero stars I would. I have been on a merry-go-round and lied to by Best Buy Geek Squad operators continually over the last week. Ever since the change of rules for this year of Geek Squad, things have gotten so bad. I do not mind paying $ 200 and not being able to use the tech I have faith in for a house call that was previously free but I do object to being lied to continually. There is NO way to contact corporate. There is no redress for anything they do. One department supposedly has no way to communicate with other departments. Everyone says whatever they think you want to hear to get you off the phone. It has become Disaster Squad!

If i could give a zero rating i would. Do not buy any computer from Best Buy, they do not offer any usable service. You might as well just order off of Amazon or any other online store. There is absolutely no point to geek squad, they do nothing. I have brought in two different computers, never offered a service, I was told we cant service it and turned away. One computer only bought 8 months ago from Best Buy.

Awful service, they could care less about their customers. I have been trying to schedule someone to come out and fix my TV. Three times now, I have been told someone would call me to schedule and no one ever does. They just tell you so that they can get off the phone. Best Buy and Geek Squad have lost a very loyal customer.

I've been having battery issues with my laptop when at times, it did not power up, but it's always been passable. Recently, my laptop stopped turning on so I decided to take it to Geek Squad to fix in Burlington, MA, or at the very least to back up my data onto an external hard drive. When I came back, they told me: the battery AND hard drive in the computer are fried, and that I would have to buy new parts or a new laptop. I was shocked and skeptical, since it was recently working fine, but they could not answer any of the questions I had. Then, when they gave me back my laptop, they hadn't even bothered to put the internal hard drive back in the laptop! So they gave me back the hard drive in a little plastic baggy, which i found extremely unprofessional. I took it home, reinstalled the hard drive, did a quick google search, did some hardware troubleshooting for about 2 minutes, and fixed all issues. I am severely disappointed with Geek Squad, especially because of how easy it was for me to fix the problem with no tools or experience. In summary, unprofessional service and unskilled team members. They could have cost me new equipment and the loss of all my data.

One star might be a stretch. I have a 55" Samsung TV 2 years old that just stopped working .I called August 12th(maybe 13th) and they said they could be there on the 17th..asked if they could make it any sooner since it was our main TV .The lady said she will give it priority and they will call....Never called and when I finally reached back out they said schedule was made for 28th of August over two weeks from orginal call...when the repairman ( nice guy) did finally come he said it needed parts that had to be ordered and he would be back Sept 10! Part that finally came in was broken and now as of Sept 13th still waiting for usable part that we hope will fix TV .This is a full month past my first call.The repairman is the only one in Northeast Ohio region and not in good health so this should be warning to all the GEEK SQUAD is overselling theyre repair capabilities and organizationAL capabilities..talked with regional manager( again nice enough guy) but unable to offer anymore relief.At this point or after first several days a temporary TV or a new TV should have been offered, especailly after broken parts where sent and repairman isnt even sure they will be the fix...Can't stress enough,Do Not pay any extra money for GEEK SQUAD warranty period!...I also forgot to mention I was charged $100 for initial visit and waiting to see what other charges will arise!

I live in a small 2bd apartment and i came home from work to see my 400$ monitor hanging off my desk by its HDMI cord. My roomate knocked it off on the way out of the door. The monitor was only a few months old and i was told over the phone i was covered for any damage and if they couldnt fix it they would replace it with something of equal value. The nearest store is an hour and a half away from me. When i got there they told me they don't cover accidental damages and they also said they dont repair monitors. My only solace was a similar monitor was half off. Trash company and trash service. It cost me at least 50$ in gas to drive there and back and 200$ to replace the monitor. Why do i even pay 180$ to be a total member when i get lied to and they try and find any exuse not to cover the product after they said they would. Absolute garbage.

Terrible. I got help online. They were busy so i was told a tech would call me in 1 1/2 hours. I NEVER got a phone call, but someone did take control of my computer 2 hours later. Then they told me the issue was a hardware issue and i would have to go in person. This is during tge Omicron spike. I set up and appointment and was told it would take 20 minutes. It took 2 hours. Problem was fixed by doing a factory reset, which i could have done at home. Absolutely terrible service!!!!

McMillan at the Woodmore Town Center location displays a concerning lack of professionalism and customer service skills. His demeanor is rude and off-putting, and he fails to represent the supervisor role effectively. It seems he is unable to separate personal issues from his work, impacting his ability to assist customers appropriately. I am unwilling to let his unprofessionalism drive me to another store location, but I feel it is important to address his inadequate service.

I book an appointment online for a week out to get my cracked screen on my Samsung S21 Ultra. It has me fill out an entire phone giving my make, model, color, etc of my ohone and that I want to replace the front glass due to it being cracked. They confirm my appoitment a week ahead of time for Saturday November 25th at 1:00 PM. The week goes by and i get a call from this specific Best Buy where the appointment was made three hoirs before my appointment time. They weordly ask for the color, make, and model of my phone (already given to them in the online scheduling form) and what i wanted done. I explained i already gave all that, but give it again. He asks me to please hold so they can see if they have that in stock. He gets back on and tells me they don't have one of those screens in stock. I again explained that i requested this appointment with all the information a week agead of time and they call me the day of my appointment to tell me they dont have the necessary parts. They then ask me if I'd like them to order the parts, and i tell them yes, and want to know why they haven't alrady done all this. Then the most ridiculous conversation of all time occurs. They tell me that for them to order the parts, I'd have to give them my phone as collateral for five days and that they also have to order the back glass for the camera lenses as well even though thats not broke and that the $279 i was quaoted to have it repaired suddenly became $429. The rep agreed that this is a stupid policy, but it is what it is. So i told them I would take my business elsewhere. By the way, i ran my phone into a local UBreakIFix shop and they replaced the glass in less than two hours for less than $300. I'm not suggesting you use that company, but i strongly recommend you getting all the information from BestBuy before you let them try to scam you on phone repairs.

If I could leave 0 stars that would be their rating. Took an iPhone 13 Pro Max in for a cracked screen, they didn’t have the part, said we’d have to leave the phone there for 2 weeks while they wait for the glass and then when it comes in we could setup an appointment to get it fixed. Outrageous!! Why when the only means of communication is that phone wouldn’t they order the glass and call once it comes in so the phone could be utilized while waiting? No sense. Customer service has just gone down the drain!!!!!!

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.

My Lenovo laptop genuine needs a battery & power port replacement. I took it to Dunwoody Best buy stores. First they took it inside for some test and came back after 15 mins and told be that battery replacement wont work and told me that if I purchase a new Laptop they will help transfer the data. I said let me buy an external hard drive and they help me copy the data and took $179 and said it will be done in 48 hours. After 48 hours they said it is ready for pickup. When I reached they told me that they are unable to retrieve any data out of the hard drive because everything was showing in binaries 0 and 1s and they need to send it to external agencies for data retrieval which might cost anything between $400 to $1500. They are telling it to a person who has more than 20+ years of experience in IT services. See the level of fraud they do to extract money. All I did is purchased a hard disk reader with $34 and backed up everything from that hard disk. Even I know if the battery is replaced my old laptop will be working fine. See the level of knowledge their technicians have. NOT SURE HOW THEY GOT JOB. May be the whole company is filled up with frauds like this. Go to local computer repair shops instead do not go to these frauds.

The coordination for installation and haul way is awful. The haul arrived but the installation was not done and they could not take away the old appliance. Total lack of respect with the time customers. Please do it better than you are doing because we pay for the service.

I purchased a printer yesterday. The document feeder will not work so I contacted geek squad (yes I purchased a plan). I chatted in and received Agent Shubham. Said they could not find my plan and refused to assist me. Should have paid attention to the reviews and not purchased from best (worst) buy. Guess I will just take this printer back and they can give me my money back. I can spend my money at a business that wants to help their customers.