Customer Ratings & Reviews

Not good ... 11/30 - Ordered TV on Cyber Monday (Paid $489 for TV) 12/8 - TV delivered 12/23 - TV defective so scheduled an exchange. I was charged another $469 with the understanding that the $469 would be reimbursed when the defective TV was picked up and the new one delivered. Perfectly reasonable. 12/30 - BB shows up at house, but does not have new TV. Just there for pickup. If this was just a return, why did they charge me another $469 when I scheduled the exchange? Now the real fun begins ... Spent 3+ hours online with virtual assistant and on phone with Geek Squad. Online chat passed me to four different people. Each one assuring me they would take care of my problem, only to pass me onto the next person. After an hour or so, ended up back at original Virtual Assistant prompt - no person, just the Virtual Assistant. Four people. ~1 hour. Absolutely no progress. Still out $469 with no TV in sight. Call Geek Squad ... Woman on GS was very helpful. After an hour or so, working with finance person, she saw that the $469 charge on 12/23 should not have happened and processed a credit for me. Next step was to try and get the same TV for the Cyber Monday price. You wouldn't think this would be a problem since it was supposed to be an exchange in the first place. After about 45+ more minutes, the woman was finalizing the re-sale details when the phone call got cut off. The woman was very helpful and friendly. She was about the only one who seemed interested in actually solving the problem. That said, I would expect customer service to call you back when a call gets cut off after 90+ minutes, but no return call came. So, call GS again. On hold yet again for 30+ minutes and got cut off again. In summary, 3+ hours spent trying to get a TV that I ordered a month ago. Spent about 2 hours of that time trying to get the double charge credited back. Thank goodness I didn't have them take away my original TV b/c now I would be sitting staring at the wall. Hard to explain the frustration level.

Our complaint involves a very negative experience with Best Best Buy's remote Geek Squad whose actions lead to the irretrievable loss of numerous valued picture files. Upon discovering that our pics had been accidentally removed, we immediately contacted the remote Geek Squad for assistance. Per these conversations, we were initially advised that our missing pictures were, in fact still in existence, and were retrievable, which naturally made us hopeful they could be gotten back. However, in a subsequent conversation we were notified that said pics had been "corrupted" (via mishandling by a level 1 tech., who likely had no business doing what he did), and that the only potential remedy thereto would be the extracting of our data by Best Buy's highly specialized Retrieval service, (at our expense). To say that we are angry at this point is almost an understatement, especially having learned that one of the Geeks initially helping us had compounded our initial error by corrupting our picture files to the point that they might now be irretrievable, in effect making what was at first a difficult but still solvable dilemma into a unrecoverable disaster. We contacted Best Buy's Corporate Office for redress, but we were not only denied, but to add insult to injury, were assigned the totality of the blame

***This is for Best Buy the store not the geek squad. ** I realize we are still dealing w/COVID, however if I’m not able to call my store to ask a question, or to see what part # I need or anything else, then how am I to do business? I don’t want to text a chat back n forth, that really sucks. Also I tried paying my new BB CC online, I tried to set up payment info and my only choice was to put in my checking account # and routing #. Really lame that I can’t add a debit card, if I would have known that I would not have signed up for the CC. If I didn’t have 12 months interest free, I’d close the account. You are not making anything convenient for me???? So why would I want to continue to shop with Best Buy??????

Charged a lot of $$, just to tell me I needed to disconnect from Verizon and connect to the house antenna.

I called about a broken door on a 2 month old Air Fryer. I was told that I had to bring it in the and to make an appointment first. They said the in person appointment was mandatory. I made the appointment, drove to the store, carried the appliance in to be told, they won't even look at it. I was told I had to go through the manufacturer directly. I asked to speak to the Manager at the Arroyo Crossing store, Tim. The attitude from beginning to end was rude and unprofessional. Instead of standing in front of me and saying nothing, I would like to suggest an introduction, like, " My name is Tim, I'm the store manager. How can I help you?" Nothing. He said he has no control over what " some guy sitting at home on his computer tells me." I would like to see Best Buy stand behind their products and be courteous and professional with their customers. I would also like the guy sitting at home on his computer be more informed on proper procedures so that customers don't waste time driving to the store. I will think twice before purchasing anything from Best Buy again.

I made an appointment 2.5 weeks ago to have a TV mounted on my wall. My appointment was for today with an 8 hour window of 12-8pm. I called to get a better estimate on time, only to find out that they had cancelled my appointment. Nobody can tell me why, let alone why they never bothered to even tell me. All they can do is reschedule for another 6-8 hour window at a later date. So now I have to completely rearrange my schedule again and just hope that they show up? Mind you, this is after over an hour on the phone with customer service, most of it on hold and being passed from person to person. This is completely unacceptable and unprofessional. After reading other reviews this seems to have become a regular occurrence for Geek Squad. What has happened to customer service and common courtesy!?!

I PLACED ONE ORDER ON MARCH 3RD, ORDER WAS NOT APPROVED DUE TO PAYMENT ISSUES. I CLEARED THAT UP WITH MY BANK. CALLED THEM TO UPDATE THEM. THEY TOLD ME DONT WORRY THE ORDER WAS SUCCESSFUL AND WILL BE SHIPPED. MINUTES LATER I GET AM E-MAIL MY PAYMENT WAS DECLINED AGAIN. I CALLED BEST BUY AND THEY SAID DONT WORRY, JUST CALL THE BANK AGAIN TO APPROVE THE PAYMENT. I DID. THEN UPDATE THE PAYMENT ONLINE ONLY TO GET THE PAYMENT DECLINED AGAIN. A CUSTOMER SERVICE REP THREATEEND TO CANCEL MY ORDER AFTER I ASKED NOT TO. DAYS LATER I GET A FULL REFUND FOR THE AMOUNT I PAID FOR. I CALLED BEST BUY AND ASKED WHY IT WAS REFUNDED. I PLACED A 2ND ORDER AND ULTIMATELY HAD TO JUST CANCEL BOTH BECAUSE THEY KEPT SAYING "DONT WORRY", "WE DONT HAVE TRACKING INFORMATION BECAUSE IT HASNT SHIPPED" YET ONLINE IT SAYS IT SHIPPED. AFTER BEING DENIED CANCELLING THE ORDERS 9 DAYS LATER WHILE THE 2ND ORDER HAD NOT SHIPPED, I AM FILING A COMPLAINT. THE WORST EXPERIENCE WITH THE "MANAGER" WHO COULDNT PICK UP HIS PHONE AND TELL THE WAREHOUSE TO NOT SHIP IT KNOWING WELL I HAVE A BRAIN TUMOR AND GET SEIZURES.

The Person was Great fix the issue but was a bit fast to leave and I forgot about the second issue and now I don't want top get charge for a second visit.

Don’t trust Best Buy! We were promised a delivery on Friday from 9-1 and stayed home, missing work. At 1250 received a text stating your washer is on its way. At 230 got a text saying please reschedule, followed by another text scheduling our appointment for the following Tuesday. I did a chat with a rep and he stated in the chat he personally guaranteed they would be there this time, to trust them. No washing machine, just got off phone and they don’t even have from manufacturer! I am still getting text messages saying see you soon, and in the same moment the rep on the phone saying sorry it won’t be there. Very disappointing. I will NOT be ordering again from Best Buy

The visit didn't correct the TV problem which it turned out was a problem with the Spectrum modem.

This is literally the worst customer service I've ever received. We spent 8 hours on the phone with Best Buy over a problem they admitted was on THEIR END. Now our account is locked waiting for "verification" that we were told would take 3-5 days over a week ago. This chaos was all over a DIGITAL DOWNLOAD, which we chose so we could play the games immediately. We've spoken to over 15 representatives who have failed to help and have given us so many different solutions, none of which have worked. We've been lied to, hung up on, told we'd receive a call multiple times, and still don't have our Pokemon games. Did I mention they were DIGITAL DOWNLOADS? If we didn't have a gift card, we'd just buy them elsewhere. Will never be shopping with Best Buy again. There are so many better options.

Our refrigerator is not working. We bought a protection plan and now Bestbuy has been circling us around for over nine days now. I called Bestbuy to schedule something, they gave me a time and no one showed up. I called and they told me that it was never "actually" scheduled. They tole me they would have someone in 24-48 hours. Nothing! I called today and they said that after looking at our paperwork we needed to talk to LG. (When I asked why no one notified me, they said they had and it must have gone to spam. It hadn't.) They transferred me to LG where the third person I spoke with said she cold get us repaired and then it transferred back to the beginning of the process. After awhile with the new person whose phone kept cutting out it disconnected altogether. I tried calling the corporate offices and they don't have an option to actually talk with someone who might be able to get something done.

Such a nightmare is dealing with this… Such a nightmare is dealing with this company they have no respect for any customer. I ordered a range stove delivered on 2 August which was damaged and delivery team took it to replace it with another one but I haven't heard back from them so I called and customer service said that item is discontinued and replaced it with another item which delivery will take up to 2 months but they gave 20 percent discount on that one but that one didn't deliver on the date that we confirmed, so after 10 times of calling they told me next available date is November 2 and either you took your money back or cancel your order also no guarantee to receive it in that date so they told me to go to the store and they can help u base on the case they create but when I went to the store they had no idea about case number and they just want to sell something double the price which already was on sale without any discount promotion Dont ever shop from that store

This isn’t about the Geek Squad. Service in the Chino store is terrible. Sorry I bought a washer and dryer in that store a couple of weeks ago. Went on today to get a cord for my iPhone and the two working that area were busy with the same people for so long that I walked over to a nearby counter and waited for the guy to get done with another customer. When he finished I started to ask him a question but he stopped me and asked if I was “in the cue”. I said no and he said I would have to go to the front of the store to sign in. He had no one else to talk to. I put the item down and left. I guess that if you are not buying something for several thousand dollars you get ignored. My bad. Should have bought the washer and dryer somewhere else. I will not be shopping there again.

I have had my fridge delivery delayed since November. I understand stocking and availability. However, with the product in stock, I have had my delivery day pushed back over 3 times. I have called customer service countless times. They told me it was now scheduled for January 13, for which I took time away from work to be home for the delivery. I called to ensure the delivery will take place and I was told the representative didn’t submit the request and it is still one month away. I have been on hold to speak with a supervisor for over 30 minutes. I am so disappointed and frustrated with Best Buy’s customer service. I will not be stocking my new home with Best Buy appliances from now on. Terrible…

Delivery window 7am to 1pm. Switched my work hours to accommodate. No show, no call. 2pm I use chat help to cancel order. Two different chat agents with little ability to communicate in english dropped out of chat as if was by accident. One agent gave me a url linking only to Best Buy images. After I asked why, I was disconnected. Meanwhile a hear a truck outside. I see a rental Ryder box truck backing into my driveway missing my wifes car by an inch and the trucks back bumper dug into my new blacktop driveway. I ran outside and told the driver that I was filing insurance claim for the damage. He called his dispatch and he let me talk. Dispatch would not tell me what company they are and said, “you have to call Best Buy”. I have phone back to drive and told him not to leave the scene because I was calling the police. He sped away! Called Best Buy and discussed problem. They said no problem, they would send email that shows refund and info on what do do for insurance. That was Friday afternoon and it’s now Sunday and no email yet. Nightmare!

BestBuy charged me $450 + cost of an external drive WD MyPassport 2TB to transfer my information from an external drive we accidentally dropped (in January2020). The new WDPassport stops working in Nov, the computers are not able to read it. I took it back to the store where they tell me there is nothing they can do. I need to purchase another drive and they recommend an SanDisk because the "WDPassport is not a very reliable external hard drive". I buy a second drive (SanDisk as recommended), and now I get an e-mail from the data recovery center wanting to charge $1,450 for the same information they transferred in January to a drive that I also bought from Best Buy. I have called about 10 times, spoken to multiple people from geek squad support, I opened 3 cases with them (they were to "call me back within 24-48hrs") and they have yet to call me back. This drive has over 20 years of my life in it so they know I need my information/pictures. If I accept the charges, I would be paying over $2,000 dollars to recover my same information TWICE.

Do not resolve on an issues and I still don't have surround sound

Purchased the refrigerator for $1600, paid for delivery, installation and removal of the old appliance. Best Buy or their representatives delivered the refrigerator said it was all complete and left. I noticed when opening the refrigerator door that they had not leveled it in the doors just fell wide open. I called for service, which they sent out, looked over the product and said that the front wheels were left off the unit. Therefore, they were unable to level. He said that would ask that it be replaced. So far to date. I have spent six hours on the phone trying to speak with a customer service representative to get some help. Apparently there customer services outsourced to a foreign country and every time I contacted someone I was only given the canned responses and no satisfaction. I still have a refrigerator worth $1600 unlevel without the front wheels attached due to Best Buy's lack of customer service or caring about the products they sell.

Customer service is terrible, and Best Buy is one of the most unprofessional companies I’ve ever purchased from. Scheduled an appliance delivery two months ago. Woke up at 6am and took the day off work to wait for six hours for the delivery arrive, and it never did. They called me at the end of the delivery window to notify me that the order had to be rescheduled, with no explanation provided. Cannot move into my house now, because we have no appliances. Will never purchase another appliance from Best Buy again, as I’m still awaiting my multi-thousand dollar order