Customer Ratings & Reviews

I have bought many appliances from best buy and will not be buying anymore. I had my washer covered and it broke down on a Sunday the soonest appointment I could get was a Friday. I made them aware that the door was locked and my clothes are stuck in it submerged in water. Friday came I missed work for the appointment only to find out they didn't book the appointment correctly and would need 2 people to diagnose the problem. I wait another 2 weeks for an appointment. I reach out on the Monday to confirm my appointment for Wednesday and made them aware I would be missing another day of work with no pay this time. I called the hotline Wednesday because I still didn't have a confirmation for the time frame the service will take place. I was told not to worry because they would be coming to service my washer. They reach out in the afternoon to let me know I am the 6th job on the list and they are waiting for a second person to be available. A second person was never booked and never became available. So I get a message at the end of the day that they aren't able to complete the service and I have no options. They gave me an alternative day and said they would arrange for someone to come Friday morning. I can't afford to call out another day because I will be in jeopardy of losing my job at this point so I will have to wait another week to see when people become available to fix my washer. At this point the exact problem with my washer is still unknown. So even if 2 people come and unstack my washer to fix what they think the problem is this could mean now I'm out of a washer for 2 months. Meanwhile my clothes are sitting in the washer and my bathroom smells like mold and mildew due to this. I was on the phone with customer service for 45 min to see if there are any other options I have and if they could just send me a replacement washer since they have been unable to address the problem for 4 weeks despite having 2 failed appointments. They were sympathetic but they said there was nothing that could be done. I am disappointed that my case has not been escalated or prioritized. I am also disappointed that I will be facing penalties for the days of work I missed for no reason. I have lost confidence in the geek squad and in their ability to care for and fix this matter. I have doubts that if they come that they will be able to resolve my issue.

I am a total member of Best Buy and bought all the devices, appliances in Best Buy and now regret of buying in Best Buy , the customer service ,geek squad service and availability sucks and some people in customer service don’t know about the things they simply read what you see in the portal and don’t even listen to the problem. I bought a washing machine and used twice , and the service takes 3 weeks to schedule an appointment and 4 weeks to get a t repair and even it’s new under 60 days they won’t know the process how to exchange with a new device. I literally did a mistake of buying all the appliances in Best Buy. I wanted to say to other people if you buying things at Best Buy try to get some warranty from outside not in store. Worst customer service I have ever faced.

So new employees are there and have appointments scheduled but between customers, no one waiting, they will not take your equipment to just be dropped off. They won’t take 5 minutes for you to give them info and leave item. They even had one customer in front of me who had an appointment in 30 minutes and would not see them. Again, with no one there to wait on. One employee just left without helping or asking. If you don’t have an appt, they won’t help you. Again, when no customer is there to be helped besides you. How many customers are a no show and they don’t help anyone during that time. Most businesses work with appointments and also walk ups. Try that if you want to provide better customer service. This location is Kennesaw Ga.

If possible I would rate my phone representative a 4 star for effort but because I have been waiting for a response from Geek Squad technician everyone get 1star! I picked up a Washer from the Outlet Store in Houston the product in relatively excellent condition just a minor scratch and tape marks. Connected it after a few days and started our first wash! then came the internal water leak that flooded my laundry room 1star!, I called Geek Squad they immediately scheduled an appointment and had a technician here the next day. He arrived earlier than expected 5 Stars he took the machine apart and stated that the machine was and had internal parts damaged and it could not be repaired properly today and he ordered the replacement parts needed for the repair. The technician said the parts needed would arrive during the week and the next appointment was for 12-7-24. I called to check and verify my appointment on line BUT NO APPOINTMENT WAS ON FILE, So I called the Technician and left a message on 12-6-24 to confirm with him but no response, The day of the appointment I called Geek Squad to confirm my appointment and was told that my appointment was cancelled by the Technician and I would have to reschedule my appointment during my work day within a 12 hour window 7am -7pm 12-10-24 ! I explained I took off last Saturday this Saturday and now I’m to take off Tuesday because the technician canceled my appointment? Why was it canceled and why was I not contacted? So because I started a work order I can’t return it, if they attempt to get to my location before I get off then I will have to reschedule BUYERS BEWARE OF SERVICE PLANS AND GUARANTEES FOR SERVICE #26430472774112724

I recently went to a best buy located in woodbridge Va. I told them my problems IE my computer was randomly shutting down on start up. Was told they would run a diagnostic to figure out the issue. They asked me if i bought my desktop from best buy I said no i built it. Was told they would replace any parts if warranty was good. I ask how was that possible when i didnt buy from bestbuy. They said they would? Come to find out thats a lie and so was my issue being the GPU. I RMA my GPU and its coming back to me with no issues found. They also said water leaked from my colaent. Im trying to understand that since I dont have water cooled in my desktop.

False promises galore. I’ve brought my laptop in at least 15 times in a year, every time they return it to me saying it’s fixed, it is not. I was told I could exchange it the last 3 times I brought it in. This last time, I went to pick my laptop up from geek squad and was told they put a new mother board in and everything is brand new. As soon as the agent and I turned it on, there was 2 errors upon start up. They refuse to exchange it and sent it out AGAIN I couldn’t even take it out of the store. So now here I am, waiting yet again. To be told it’s fixed, knowing it won’t. Services keep disabling by themselves and eventually overtime allllll services were disabled. The laptop barelyyyyy works. I paid about $3,000 bucks for something that’s not even worth 300 bucks. Only used for Fortnite. I don’t know if it’s from Microsoft updates, but I am so sick of bringing it in for repairs and waiting for my laptop to get fixed. I’m even more sick of it being reset to factory deleting everything. One time I was coerced into purchasing a usb memory stick to reset it and THAT MADE MORE PROBLEMS EVER SINCE because I don’t have the stick anymore and one time it asked me to insert it. Please don’t ever tell anyone to ever do that again.

I am a long time Best Buy customer and have probably bought more than 15 TVs, multiple computers, all type of Apple products and so on. I have used Geek Squad services multiple times with satisfaction. Today was as pitiful as anything I have experienced. I was trying to schedule an appointment to have a tech install a Roku remote that I bought from Best Buy to an 85” Sony TV that was wall mounted by Geek Squad with all the power Iines buried in the wall. It probably wouldn’t take them 15 minutes. I am 75 and am not comfortable tackling the task. I spent more than an hour on the phone with a young female who sounded completely lost and incapable of relaying my request. She must have put me on hold 7-8 times trying to convey my info to someone else but kept coming back with more questions. She eventually said it would be almost $300 and talked about the work to cut the wallboard. I even have a membership with Geek Squad. They obviously man the phones with unqualified, untrained personnel with serious English shortcomings. I don’t blame the young lady at all. I blame her supervisors.

DO NOT USE GEEK SQUAD. I brought my laptop in for a missing key and they recommended a full keyboard replacement. Took 2 weeks to get it back and charged me for the repair. When i went to pick it up, the keyboard and touchpad didn't work, so I sent it back. 2 weeks later went to pick it up again and multiple keys were inoperable, so I sent it back once again. Took 2 more weeks. I go to get it and everything works but now I have a N key in the B position and an M key in the N position. The level of incompetence is almost impressive. How do you do a repair and not quality check the work after a computer has been sent in 3 times for the same issue. Absolutely terrible service and I'll never use them again.

The Geek Squad came out 2x to connect a Printer to a Computer I purchased and I still Can't print out Word documents, but they expect the customer to pay a service fee evertime they come out.

I bought an electric stove Nov/2021 not even 6 months later the glass top cracked, called geek squad since i had the protection plan, i was asked to contact samsung for the manufacture warranty. So i did they replaced the glass. This month the oven turn on by itself and caught fire, it had flames coming out, fire department put out the fire. I called the geek squad and they said it will be replaced, then they send a tech and he just looked at it DIDNT EVEN CONNECTED THE STOVE, said he will repair it and left came back to supposedly repair it DID NOTHING ON IT, and says it is good you can use it YET HE UNPLUGGED IT so, its been almost a month i keep calling to get this resolved. May be that tech can take the stove to his house and wait for the fire to start, he wants to risk my family and my house to another fire may be he can take that risk to his house. I GOT ANOTHER REPAIR APPOINTMENT. So lets see how this goes. A month with NO STOVE with my kids and mother are home. So THIS IS TERRIBLE i have been best buy customer for years but this time it has a huge disappointment NO HELP

Geek Squad was my go to for years, but I dont know what has happened lately. Too much service outsourcing perhaps? I have an issue with my laptop camera not working. The first 2 service attempts were via remote chat. The level of expertise I received included asking me if my HP laptop runs on windows, and sending the same, pre-generated response OVER and OVER. I decided to call in since my first 2 chats got no results (tech support never even started, just a barrage of repeat comments and questions a technician should know) and was routed to a remote session that resulted in NOTHING. All technicians I talked to seemed like they were helping multiple people at once and only partially interested.

I would not even give it a "1" star. I received a LG washer/dryer combo today. The set up or lack of in ridiculous for being a Total Tech Member. They broke the vent hose to the dryer which we discovered after an odor from running the dryer. They did not balance the washer or dryer. The dryer is already scratched. WORST CUSTOMER SERVICE EVER. My husband has been working on fixing it now for over an hour.

They don’t care the customers, don’t buy extensions warranties that no work never, if you don’t speak english, if you are from other countries they don’t HELP you Never, keep far away from Best Buy. They come 5 time for repairs and the problem continues…

They broke pieces previously Caused fan to go bad

I had a horrible experience with Cyberpower PC building my computer so I went to bestbuy with a part list and had them pick out the parts, order what they could (and i ordered the rest from amazong/newegg), and then had them assemble it. Not only is the cable management perfect the computer runs fantastic. I have to say I couldn't be more impressed with the build quality. I also want to shout out the two agents who helped with part picking and during pickup and drop off. They both made me feel very confident in using them and were extremely helpful throughout the whole process. On top of this I told them I did not need the PC for a month and they were able to assemble it the same week. Seriously hats off to you folks you are incredible.

I am a Best Buy employee. I’ve called on the geek squad 3 times and received excellent service each time. The 1st was to install my refrigerator and water line for my ice maker. The 2nd was to hang my tv and wall Mount, and the 3rd was to repair my Maytag washer that I purchased from Best Buy a few years ago. I was initially disappointed that they referred me to the manufacturer for the agitator repeatedly swallowing my clothes within the 1st year. But I understand that the 1 yr warranty covered that period so it was the manufacturer’s responsibility. When I called on the geek squad after the geek squad coverage kicked in they came out and quickly diagnosed the problem and replaced several parts that needed to be replaced. Now my washer is working better than ever.

The agent took his time to make sure he understood my issue.

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.

Send my old Dell laptop in my leveno new laptop into the mirrored. So everything would transfer since my Dell no longer worked. Called geek squad to find out if it was done after no communication. Got transferred to international which was completely useless I explained what I needed after having to identify myself she repeated everything I said. I admit I was short with her because I was not getting any answers and she informed me if I was not professional she would end the call. So nice to be threatened when I'm paying for a service. After finding out that the service was complete I could pick up my laptop she couldn't answer me if they had finished all services I'd ask she just kept reading off a script she also could not transfer me directly to the store. I paid for the geek squad warranty and I'm beginning to think this was a mistake

As a senior citizen I appreciated the Geek Squad for updating my computer I a speedy and professional. They made sure I had all my questions answered.