Customer Ratings & Reviews

I am very disappointed with Best Buy Totaltech Membership. I purchased a Denon receiver with along with multiple home theater products. The receiver is defective. This is still under warranty only 3 months old. Best Buy will not help. I scheduled a repair appointment for in store service and brought in my receiver. Long story short is Best Buy told me "we can not help you, you must send this back to Denon directly". What.... So I paid $ 180.00 to send out my equipment all the way across the country and nothing is happening. Denon support is just as bad as Best Buy. Be cautious of this expensive Totaltech membership you get absolutely ZERO help. I have been without my receiver for a month now. All I wanted was a replacement product and life would be good.

Hard to get through on phone. Long wait times. Multiple transfers.

Speaker installed. Agent was alright. Dont care for the speaker.

This place is extremely unreliable with everything from competent installation techs to communication with customers and lets not forget calling into the only number you can for help (since you absolutely can NOT dial a store directly. I had a guy that I LITERALLY could not understand 40 of 50 words he was saying. Why are we outsourcing to countries with such low standards? Do I live in the US or India? Not sure...I guess its my fault I can't decipher what someone with an EXTREMELY thick accent is saying to me. Do better. When my year is up with total tech I will be done and NEVER come to best buy again!

New TV & soundbar were installed initially. I also had DVD player that was connected. Everything worked great until there was a loud noise and the sound bar shut off. After that the TV remote would not turn on the sound bar. Instead it turned on the DVD player. I had to use the sound bar remote. After 20 or 30 minutes of watching TV DVD turned off automatically and then had no sound. Had to turn off the sound bar and use TV speaker. Your crew could not fix it. The told me to call the Geek squad again and ask for a repair person. I did that but was told until I paid $100 I could not have someone come and repair TV or sound bar. I used youtube to fix the issue myself and I am requesting a partial refund for my subscription.

THE PERSON SENT TO ACTUALLY INSTALL THE NEW TV WAS GREAT, BUT GETTING IT TO THAT POINT WAS A NIGHTMARE...TOOK DAYS TO JUST GET SERVICE TIME SET UP. THEY SCHEDULED ONE, THEN CANCELLED, THEN SET UP A DIFFERENT ONE.

We called as a Total Tech Member on a TV product we purchase in spring/summer 2023. We said it was not displaying properly, i.e. pixelating (if that's a word). They said they'd send someone out. They did, he was from Home Theatre. He said we asked for the wrong service. ??? We explaing the issue, we didn't select the service... He said someone from repair would come out. We haven't heard a thing. Will be calling again in hopes it gets serviced properly and timely.

Agents did not resolve the sounds system operation.

Still not working right. Geek squad has been out 5 times now. Will be back in January It seems like inside sakes and outside squad do not talk to each other or link back with the customer. I called the 800 number several times and was sent directly to the store but was place on hold and no one at the store ever picked up the call. Also the third party vendors do not currently have the training to install and troubleshoot the equipment so that it works. Nice guys...just have not clue about how the equipment is suppose to be installed and work. The crews need to have an electrician that travels with them

I’m not sure if I had a great experience with this or not. I was basically told to upgrade my mesh from Orbi to Google. I didn’t think I got a full evaluation of all the tech in my home.

over priced for service and the aggravation I went though to get the tech to try and understand what the problem I was having. The tech at the desk was not very technical oriented or she was having a really bad day. Either way train her better or send her home. There are to many other technicians that can fix computers to have to put up with this tech's attitude. I or incompetence. I do not recommend Geek squad to any of my friends after this experience. Please do not call with a follow up question or survey.

Agent gave me a scheduled date which I confirmed and wrote down. Waited all day and no one came. When I went back to the email to find a number to call and find out what happened, I noticed that he scheduled it for a week later than we had agreed to. That date would never have been acceptable as my calendar was already filled that day. Returned the items that were going to be looked at during the troubleshooting session. This is the first time that I have had a problem with the Geek Squad. They are usually very good.

The tech never showed up. Not even a call to say he would have to reschedule. A week later Best Buy called to rescheduled the appointment because they say it was incomplete. Plus I pay a yearly fee to get service which I didn’t get. Not va happy camper to say the least,

We have been trying to get our speaker system hooked up since Thanksgiving first our order to install was mysteriously cancelled, setting us back another 3 weeks, we also purchased a speaker control switch to be able to switch speakers to indoor or out doors, the speakers we had in our kitchen and side patio no longer worked after technician came to install and now it is March and no one seems to be able to fix the problem! Getting really fed up with all the excuses, just want my sound system to be fixed!!!!!

I'm not sure what has happened to geek squad & best buy they completely ms my appointment 3/31/2021, they mess up my order, and now for reschedule date they got hours wrong again, I requested 7a.m. to 1p.m. for up an coming appointment. They scheduled 12p.m. till 8p.m. I missed my whole day, there customer service stinks This company has gotten Covid-19 lazy, no excuses here. I'd give them a zero

The tech himself was great, very professional. The service itself has not been good at all. I was told to take my sound bar to geek squad, then when I got there, they told me that I needed an in home appointment. So after almost a week later they came to myself. I was told everything was working good enough. A week after that my sound bar crapped out, so I was told to bring it in the store so it can be sent out…. I couldn’t believe it. About a week after that I got an email saying they had to order parts. At this point I have been going through this process for Months! I don’t even want that sound bar anymore, id rather pick a different brand at this point. I can’t believe I paid 200 for Total Tech, very dissatisfied.

It took two trips to make an appointment. Finally set up and paid fee. As I waited at home on my vacation day, no one showed. I called and was told that appt. Had been unscheduled with no reason given.

Agent came out to reconnect the Bose but could not complete

Technician came to my house to trouble shoot a problem with my distributed sound system. Had absolutely NO tools or diagnostic equipment with him (in fact there were two technicians). Did not seem to know much about electronic issues. Did not know how to trouble shoot to sort out the problem. Left after an hour with absolutely nothing accomplished. I subsequently had to sort everything out myself. It just took time and effort I would have preferred not to have to expend. BestBuy did refund the cost of the Geek Squad visit however.

I just spoke to Dominique at customer service number 888 237-8289 to cancel our geek squad order to come out and connect our Bose surround sound system. It was extremely easy to hook up and connect ourselves. Bose makes their products very easy to connect and hook up. Dominique had a "why are you bothering me attitude", I then spoke to (at my request) the supervisor, Agent Phillip, and he informed me that the computers were down, that he could take my information (at my request) but that I would have to call the "Refund Department" tomorrow to actually get my money refunded or I could make a trip into one of the Best Buy Stores to get my payment refunded. What ever happened to customer service? Why should the customer have to be inconvienienced because the Geek Squad (a red flag in itself) computers are down? SO, I will be calling again tomorrow, but you decide how good this customer service actually is today.