Customer Ratings & Reviews

I have been trying to contact the person who came so I can move forward. He has not returned my calls or email. I hope he is ok.

My In-Home Consultation was on June 27, an appointment that was requested more than a week earlier at Best Buy in Glen Allen VA. The advisor told me on departure from my home on June 27 that he would work up my estimate and email me in a couple of days. After a week went by w/o any notice, I emailed the advisor and let him know I had not received any information. On/about July 10, I went to the Home Theater desk at the Glen Allen Best Buy and reported that I still had not heard from their employee. I learned that the employee had been on loan from another store and had not been responsive to other prospective Glen Allen customers. I was told that another employee would be assigned to contact me to redo the consultation. As of July 21, more than a month after I made my initial request for services, I still am waiting for someone else to contact me to reschedule the In-Home Consultation. I request that I be contacted by email to reschedule the In-home consultation. While I understand that demand for services can overwhelm the ability to meet customer service standards, Best Buy needs to better track outstanding requests. Apparently, you are currently either unable to track your outstanding commitment to customers, or feel no need to do so due to heavy demand.

I needed help with a dish washer and felt like the consultant wanted to just hurry up and get out of my home. He didn't want to assist with ordering it on line while at my home. He told me I needed to go to the store and purchase it there. Needless to say I didn't purchase a dish washer. I had someone else in February of 2020 and he was great. I ordered a stove refrigerator and microwave.

I never really heard from him again I have had other consultants since then then I’m much better I’m sure you’re short staffed, but he kind of left me and also I ended up having two of the same monitors delivered to my house, and I had to physically take the back to the store, something he should’ve done

The individual that came out was nice enough. Just looked at the new theater room and left. Didn’t hear back for some time. I had to call the service to find out why I hadn’t seen a bid or description of planned products for theater room. They reached out to the gentleman who had come out and I finally got an email. Bid wasn’t any different from other two bids and had no follow up from Best Buy other than emails to ask me to review my experience and so here we are.

Consultation and installation were good. Product delivery and word keeping were not.

The techs that came out were absolutely amazing, they were very knowledgeable and helped us determine the best spots and enabled us to have a great sound as well. Overall excellent, I count have asked for a better experience.

Shawn was professional and super helpful. He was able to recommend a great washer and dryer that I am very happy with. He made the process incredibly easy and I would definitely reach out to him again for future purchases.

AS TO INSTALLING EQUIPMENT IT SEEMED USEFUL. HOWEVER TOTAL FAILURE IN THE USE OF THE EQUIPMENT. I PURCHASED A GOOGLE NEST HUB MAX AN WAS TOLD ADD THE STORE THAT EUDFY CAMERAS WERE COMPATIBLE WITH THE HUB. THE INSTALLERS SAID THEY WERE NOT. I AM CONSIDERING RETURNING THE HUB FOR ONE THAT IS COMPATIBLE WITH MY CAMERA OR NOT HAVING A HUB AT ALL.

He did well when he was here and following up after until he realized I was not buying expensive equipment. I called him back a month later and said I decided to go ahead with the wiring but I was buying inexpensive outdoor speakers. I called one week, the next week, etc, spoke to him at least 3 times and emailed him a few times but he never helped me. Said he would redo estimate, then did nothing - never called back or emailed back. Never did anything. I had to call the 800 number and spoke to a woman that helped using the old estimate, she connected me with another woman and I had to have the speakers number. Together the the 3 of us put in the order without any help from the consultant.  Said they would have a manager call me but no one ever called. Very disappointing after being a customer for 20 years. I am going through with the installation but next project may need to rethink this. Due to the 3 week delay when I was trying to get the consultant to help me, I lost time and now will not have my outdoor speakers until mid July.

Identified products to accomplish requirements. System cable management poor at installation. After sales follow up and product / system support lacking.

It took over thirty minutes just to set up the appointment. Once it was confirmed, I received a text to verify the date and time. No one ever called, then the next day I got a text to schedule my appointment. I finally went to a local store. I waited in line at the door, put my name in at the desk to be helped. After watching people come in after me, get helped, I went to the front to ask when I was up. He said I was next. I waited another 20 minutes, watched multiple employees go “chat” with the guy at the door, but no one came to help me. I asked the guy at the desk, why no one had been to me yet. His answer was that the staff usually just helps whoever they see, as they walk around. What’s the purpose of the queue? He said he been trying to find someone to help me, so I asked him about the staff members he was just chatting with. Why didn’t he send them over to help? He said he told them, but they didn’t feel like doing it, because they were about to be off, and didn’t want to have to stay too late. I finally got someone to help me, and he went ahead and gave me the discount as if I had the consultation.

The in home consultation was great, but I never received the email quote that I was promised and the consultant will not respond to my text.

The (Virtual) Consultation recommended the Sonos Ray but when the BB tech team came to install the Sono Ray sound bar (and tv and tv mount) they said we would not be happy with the Ray and sold us the Sonos Beam. The sold us the Sonos Beam sound bar through their on site (remote) purchase system. Now when I look at my purchase history the Sonos Beam sound bar doesn’t show up and I can’t find anyone at Best Buy to resolve it. I asked for help on resolving the issue from the BB consultant that sold us everything but he never got back to us. Also the recommended tv mount did not work as requested.

After measuring for a new microwave the wrong size was ordered because the correct size was unavailable to Best Buy

Very poor service after the consultation. He was very hard to get hold of. I was told I may need to slightly change the size of my cabinet opening, but never told if I really needed to and by how much or whether it was the height or width that needed adjustment. When I did hear from him he told me that all was good with our appliances (turned out the crew was only able to install one of the 3 appliances as one was back ordered) and that a crew that could make adjustments to the cabinet was going to come out (the crew that came out could not make adjustments and improperly installed the oven, which did fit in the opening). Brandon continued to ghost us after the first install so we drove up to the Morse Road store to speak to a manager, who became our point of contact for the remainder of the install. She did a really good job of making up for Brandon’s poor communication.

Unfortunately, we have not had good luck with our In-Home Agents. We have had excellent service from Kevin who did the install.

Very knowledage person. Furnished a very nice proposal with pricing in a very short time. Absolutely no follow up.

I'm still in need of further service for my printer should I call the Geeks or talk with a Home Expert?

Eero mesh system is pretty good for the WiFi, however the rep said to call him anytime for further questions but won’t call back..terrible service!!