Customer Ratings & Reviews

I SHOULD HAVE BELIEVED THE REVIEWS AND STUCK WITH MY LOCAL IT SHOP. Tech spent 15 minutes rambling on about scams with the customer before me, then spent less than 10 minutes to diagnose my issue as something they cannot do there but he could transfer my data to an external drive, referred me to his buddy’s shop, passed me off to a blue shirt and took his lunch…I asked on my way out if my laptop was alright, that it felt odd I didn’t have any paperwork, blue shirt told me I was all set not to worry, 2 days later I tried to call to make sure my data transfer was actually happening as we had talked about before I was passed off, but got the unbelievably unhelpful call center folks, told me they’d put a message through, no call back, had to make a second apt to find out nothing was done because I didn’t have an order, but they could do it in “about a week” now that 3 days were wasted…and yet someone poked around enough to tell me how to access my data, I returned the desktop I ordered and issued a complaint, staff asked if I wanted him to try and get my data transfer prioritized and laughed when I said I’d left my number with the call center! Too little too late, the geek squad guys lost Best Buy $600 dollars today and any future business from our business.

Dear Best Buy, Considering I have searched everywhere for a proper email and only found these, I hope this message finds you well. I am writing to express my deep frustration and disappointment with a recent experience I had with Best Buy regarding a purchase I made on July 11, 2024. I ordered Dear Best Buy, Considering I have searched everywhere for a proper email and only found these, I hope this message finds you well. I am writing to express my deep frustration and disappointment with a recent experience I had with Best Buy regarding a purchase I made on July 11, 2024. I ordered an Apple MacBook Pro 13" (2020) refurbished model (Order # BBY01-80694685617) and picked it up on July 11 at the Hiram Best Buy store. In October, after not using it for a month due to illness, the device will not turn on. Unfortunately, after using the laptop for less than 30 hours, I was informed by one of your contracted repair facilities that I need a whole new motherboard, rendering the device non-functional. This news is particularly disheartening given that I have owned the device less than 4 months and I am disabled and only rely on my laptop for simple online tasks. As well as I am on a limited income and to just have to lose near $1000 is not an answer. This is an absolute scam. I have spent hours reprint resolve this with your ride Geek Squad with nothing. I paid over $800 for this laptop, due to a lease, only to find myself with a defective product that won’t turn on. I have visited three different stores and contacted corporate multiple times, yet I have received no assistance or resolution to my situation. This experience has left me feeling scammed, as it appears Best Buy has sold me a non-working item without any recourse for support or repair. I believe that as a loyal customer, I deserve better service and a functioning product. I am requesting your immediate attention to this matter to ensure that I receive the support I need and a satisfactory resolution. Thank you for your time, and I look forward to your prompt response. an Apple MacBook Pro 13" (2020) refurbished model (Order # BBY01-80694685617) and picked it up on July 11 at the Hiram Best Buy store. Unfortunately, after using the laptop for less than 30 hours, I was informed by one of your contracted repair facilities that I need a whole new motherboard, rendering the device non-functional. This news is particularly disheartening given that I am disabled and rely on my laptop for simple online tasks. As well as I am on a limited income and to just have to lose near $1000 is not an answer. NO ONE will help me with this issue so I have to post until someone responds on every site possible! I paid over $800 for this laptop, in addition to a lease, only to find myself with a defective product that won’t turn on. I have visited three different stores and contacted corporate multiple times, yet I have received no assistance or resolution to my situation. This experience has left me feeling scammed, as it appears Best Buy has sold me a non-working item without any recourse for support or repair. I believe that as a loyal customer, I deserve better service and a functioning product. I am requesting your immediate attention to this matter to ensure that I receive the support I need and a satisfactory resolution. Thank you for your time, and I look forward to your prompt response.

The first time I came in I had to make an appointment, which I didn’t have a problem doing. The woman up front made an appointment for me, so I came back at a later time. I show up, and the woman says that she can’t help me and that I would have to come back AGAIN. That I need an auto appointment to get help with my dash cam. Oh, and by the way it might COST me. Absolutely terrible communication between staff and terrible service. The woman was not confident with the information that she gave me and had absolutely zero concern for my time. Do not recommend.

The service is poor. Wait times are very long. The company collects $150/year to provide service and then fails to provide service. I have been on the remote service for almost two hours tonight and never got through to an agent that could help. I can see why only 17% of people the technical support subscription are recommending it to others.

When I first purchased total tech support it was because I had a car audio installation and was told that the total tech support would cover the installation of the equipment (regardless if it was purchased from Best Buy or somewhere else). Since I purchased it I had a used it for other car audio installation, each time not being charged additional for the labor but I did have to purchase additional parts for the installation. This last time I had a pair of speakers installed I was charge $80.00 which I questioned because I had not been charged previously. I called into Geek Squad and inquired if this policy had changed and was told each time that it did not change. When I inquired on why I was charged this time around when I had not been charged previously I was then told it was not the person's department that I was speaking with and they would transfer me over to the another department. This started the process of transferring me and transferring me, and transferring me again. This is the worst experience I have had with Geek Squad. I have paid $200.00 per year and the only value I get to use is the extended warranty, which I can purchase individually for each product I purchase and not pay $200.00 per year sum total. I have been paying for the Total Tech Support for 3+ years. I have used my Best Buy CC for several purchases. I could confidently say that I was a loyal Best Buy customer until this experience with your call center who handle incoming customer inquires.

Customer service sucks. They will tell you they will contact you and just leave you sit. I’m over 2 weeks into a phone repair with still no working phone. Will never go to Best Buy for service again.

If I could give 0 stars I would. We scheduled our original service repair for our washing machine and a tech came out on 3/13/25. The tech, which is part of a 3rd party vendor, looked at the machine, wrote up notes and advised that the repair would be a 2 person job. They sent their findings back to Geek Squad and we waited for the call we were told we'd get. Call never happened so I reached back out to Geek Squad and was advised that they would need to send out a tech again to do a diagnostic check. I reminded them that someone had already done that, sent the report to the warranty team and that my new appointment needed to be set up for 2 people. Was told I had an appointment set up for today. 3/20/2025 between 8am-12pm. So we prepped and waited. At 10:30am I reached out to Geek Squad AGAIN asking why I didn't see my open appointment in my account and was told I was called to let me know they would need to set up another appointment. Well that was completely UNTRUE - no one called us. So I was told someone would get back to me in 24-48 hours to get the appointment set up. I noted I have an appointment today and they have 1 hour to come. Apparently that isn't happening. So now that is 2 days of work I had to miss and I still do not have an appointment to repair our washer. With what we pay for these warranties, I would expect better service. We shall see if someone contacts us in the next 24-48 hours. I am not holding my breath. Think twice before purchasing a warranty from this shady company!!!!

Pharr, TX Geek Squad is a complete disappointment. We were sent there by T-Mobile (which, honestly, isn’t much better) with a faulty iPhone 16. The first Geek Squad rep said there were no technicians available at the moment, but he ran a diagnostic and scheduled us for the next day. According to him, the issue was the battery. He also warned us that during a battery replacement, the screen might crack—but assured us that our insurance would cover both the battery and screen if that happened. So we came back the next day, only for a different (and noticeably younger) rep to say the screen had scratches and wouldn’t be covered. Suddenly, we had to pay a $107 deductible to replace it. I told him, “Come on, the guy yesterday saw the screen and didn’t mention any of that.” He went to the back, allegedly to “talk to the manager,” and came back with the same answer: pay or leave. What’s worse—they said the phone had to be sent to California for repair. Aren’t you supposed to be technicians? Bottom line: this was a waste of time, full of misinformation, and just another example of how little Best Buy/Geek Squad cares about customers. It’s all about profit—not service.

Decision to buy a 65” flatscreen tv at Best Buy and purchase the Geek Squad “ service” was the worst decision ever. In the delivery date, the tv was a no show. Spent time in chats and then on the phone with the geek squad who told us the tv was finally out of stock. This caused a ripple effect with appointments for our cable set up and the paying of late cancellation fees on our part. When another delivery appointment was finally set up , we were promised we would receive a 4 hour window. Never happened. The service tech called from the front lobby when he arrived. And he wasn’t geek squad as promised but third party installer. We paid for service that didn’t exist. Spent time in the phone trying to get reimbursement and was offered $5 on a $1500 purchase. Do yourself a favor and skip Best Buy AND the Geek Squad. No straight answers and no customer service.

Zero stars, this is the biggest scam in the world. I bought a Samsung Washer and dryer in April 2023 from the Fayetteville North Carolina Best Buy. I was told that The geek squad would set evey thing up and that i would have the geek squad on my side if i bought any thing new from best buy that they woukd set me up even if i moved. Well 4 months after buying the washer and dryer from best buy i bought a house and moved. Of course the dryer plug was a 3 prong, not the 4 prong i had previously had. So i went on line to order the new cable. I was toldvthat i could get it delivered and that the geek squad would set it up. I decided to not buy online but went to the local store on skibo road here in Fayetteville. I spokevto a best buy associate to get the correct cable and asked about when the geek squad would be able to install it. I was told to talk to the manager Tim. I explained to tim the situation and he said that it was not covered. I dont understand if you pay for a service and then the agreement is not kept. Isvthat not a breach of the contract. Now i have a $900 dryer that i cannot use. Because the vendor refuses to change a cable. I am sovdiscussed with this customer service mamager. That i won't shop at best buy ever again and i will be canceling my best buy card. I will also be sharing this on a blog and with the better Businesses bureau. I vote with my wallet as that is the best way to get good customer. Again do not buying anything from the bestbuy on skibo road in Fayetteville North Carolina.

I am surprised Best Buy still has a brick and mortar store. With this level of customer service, I would say you might as well buy your products on Amazon. The squad members were obnoxious and unmotivated. They couldn’t be less helpful or more condescending. I looked around and figured the clientele was mainly older individuals who knew little about computers besides using them as terminals. They told me that the protection I paid for was not for repairs, but for membership so they could help me with software issues. They tried to dazzle me and then challenge me about what I knew about viruses, ransomware and other problems that scare older folks. I paid for extra for repairs assuming they were trying to model themselves on AppleCare. They wouldn’t give me an estimate. After much arguing, they gave me an estimate that was about the cost of the entire product. There were a lot of “big words” thrown at me to “confuse” me and at one moment they tried to tell me that I wasn’t paying for labor but only for The parts and the transportation of the parts. I thought I was listening to a car mechanic. After I demonstrated that I knew what I was talking about, they backed down from pretending to explain things to me and to offer me a more expensive plan. I am still stuck having paid far too much for a bogus protection plan and repairs, but now I know never to shop here again. Best Buy will go out business once the older clientele that had some store loyalty stop shopping there. Poor service choices and unhappy customer service reps don’t make for an attractive, let alone competitive, business.

I brought my laptop to the best buy in Menifee, CA. They convinced me to buy the " membership" for $200. That it would be the best choice for repairs and maintenance. The laptop is a year old the screen kept getting stuck on loading or just not starting at all. They had me pick it up three days later only to tell me they couldn't fix it. They suggested to send it to the manufacturer for an extra $300. Dollars! I said NO. So basically "Geek squad" is nothing but a SCAM making tons of money for best buy. Save your time and money and go to a reputable computer repair shop.

The agent didn't transfer the data from my old computer to the new one claiming that there are cockroaches in my computer. My house is spotless. The old computer was opened at best buy store in Aberdeen NC on March 30, 2025. The technician checked if it could be updated. He told us that, it could updated it, but the cost of the processor and other parts to replace would be as high as buying a new computer. He didn't see any bugs inside it. The same day I bought another computer: Cyberpower pc, model: SLC8800BSTV8 at the store. On 4/6/2025 I took the old and the new computers to best buy in Aberdeen to transfer data. The agent has a picture with one insect on top of a computer. I am 100% sure that the bugs that roam around the room were the agents modify computers are in the store. Unfortunately, one of them landed on my pc and the agent threw the pc on my face adding that it needs to be cleaned by professionals and to bring a proof of it. After spending at Best buy $1,690.59 on March 30, I am told to pay someone else to clean a computer that is already clean. I am extremely unhappy with best buy geek service. I give people no good recommendation.but

They were fast, efficient, and knowledgeable. They set up my Nest like device quickly and showed me how to operate the system. Will definitely use Geek Service again.

NIGHTMARE dealing with Geek Squad on the phone ..2 times and then wasting my time going into the store with appointment. Paid 1800.00 for Laptop that had battery life of 8 plus hours. Upsold me on the 380.00 Warranty for 3 years.. Well Battery no only lasting 4 hours and the Warranty does not cover it because its working ..does not cover cosmetic keys that are worn. Wasted my time and money and I was rude because they made me wait while they knew it was not covered and just kept in back .. Finally talked to unfriendly manager who was dry and no personality..causing me even more frustration. Felt totally jerked around .. time wasted money wasted ..and Manager said well laptops only last 3 to 5 years..so then why sell a warranty .. REALLY ...the felt piece between keys and screen the kid removed and then claimed he did not and all of a sudden its gone. Manager with an eye roll said want us to review the tape. I know they found when I left because the kid took it off ..where he put it I do not know but I DO NOT LIE ...BUT I also knew they would go in the back again and leave me for their pure entertainment of making me waste more time. BUYER BEWARE if your Laptop is only good for 3 years DO NOT BUY THE WARRANTY .. If screen breaks they are easy to replace and less than 400.00 .. BEST BUY has gone way down hill.. Great to sell and up sell BUT do not have complaint...

This has been, hands down, the worst customer experience of my life. My computer was having an issue with turning off randomly; after doing some research, it seemed like a PSU issue. I bought a new PSU (also from Best Buy) and took it in to have it put in and for diagnostics to be done. I was quoted a three day wait, which was fine. The three day wait turned into a 10 day wait. Every call to Geek Squad, the online agents would be super nice and apologetic, would “call the store” and confirm it would be done the next day. I spoke to six different agents and the final 3 confirmed it was ready for pickup. I go to pick it up…it hasn’t even been STARTED ON. The local store Geek Squad apologized and said that the agents had never called them and that they had lied to me, but assured me they’d start right then and it would be done the next day. Sure enough, I get a call the next day to go pick it up, which I do. I get my PC home, excited to finally have it after 10 days (and desperate to get back to work)…and it’s WORSE. It turns off constantly. The cleaning that was supposed to have done was clearly not. Whatever diagnostics they ran appears to be just a program to monitor cpu and gpu temps. TL;DR: I took my pc in to be fixed because it was turning off every now and again for no reason. Got it back after 10 days (after being quoted 3 and lied to six times about when it would be done), and now the PC is practically unusable. Absolutely the worst waste of money for their service plan ever. Also, they make it very difficult to talk to someone who can help you. It’s always a different agent and you have to start from scratch, they won’t escalate you to someone who can help, and their “solution” was for me to file a complaint and that I would receive a response in 4-7 business days. I’ve been a loyal Best Buy customer for fifteen years, and I will never purchase a product from them again due to this.

I used to be a HUGE best buy fan. For 10 years+ I've purchased items from Best Buy because you were convenient, customer service was great and the WarrantyTRewards Program could not be beat! I purchased hundreds of items include 8 appliances all because of the amazing free delivery, free install and repair service! Then, that amazing TOTAL Program went away leaving not much left to be desired but I remained a loyal customer. 3 weeks ago (March, 2025) I ordered a TV wall mount install as well as an in-wall cable install. I scheduled both installations 2.5 weeks in advance. I received confirmation texts of the installs and then all of a sudden, the morning of the install, I receive a text saying I need to schedule my install! THAT IS IT! NOTHING ELSE I was absolutely confused! Thinking this was an error, I called customer service only to be told that the person assigned to my install didn't show and I needed to reschedule. NO ONE CARED ABOUT ME AS THE CUSTOMER. NO ONE BOTHERED TO EVEN CALL AS A COMMON COURTESY. NO ONE SEEMS TO CARE THAT IVE BEEN A LONG-STANDING CUSTOMER. Best Buy not caring about their customers is a blessing in suprise. That same morning, I called my local handyman who came out to my home in a few hours, completed the insallI and charged me $250 less! Why should i continue to be loyal to a store that obviously doesnt care about my business. I WILL NEVER SHOP AT BEST BUY AGAIN. *DONE*

"0" Stars was not an Option, or I would've chosen it!! 2 Hours of my life that I will never get back! I purchased this "service" through www.bestbuy.com. It appeared as though it was going to save me time and hassle of having to take my computer to a Best Buy store to have the Geek Squad remove any virsus that maybe on my computer. I purchased this service, received my redemption code and instructions within the 15 minute time frame. I followed the instructions and kept getting an error message that my "order ID code" was invalid. I tried several times, then called the 800 number I received with the redemption code. 2 hour long story short, I had 2 different tech agents remote access my computer and they couldn't get the redemption code to work. I was then told to contact Best Buy because I had been speking with the Geek Squad tech support. They said it was an issue with the redemption number. I then called the toll free number for Best Buy. No one there knew anything either and transfer me to tech support. Again, they were unable to help me as they didn't even know about this service being offered. All they could suggest was transfering me to their order team and having a refund issued. The gentleman came back on the line after a few minutes and said that he explained to the order team representative what was going on, and was told that, even though they are not supposed to, they would issue me a refund which would show on my account within 5 to 7 business days. I thanked him for his help, but thought WTF, why wouldn't they be permitted to issue me a refund for a product that wouldn't work. So now I will wait and see if I get the FULL refund which would be the cost of the service, plus tax. I should've just taken my computer to the store to get fixed. It will take them about a week to service and cost me an additional $50 or so. Thanks for wasting my time online Best Buy Service!!!

If i could give 0 i wouod brought in older laptop which was working to fix screwn as it had come appart from computer. Was supposed to be 200 dollar. Get text. Its going to be 400 i approved because i had alot of private data on machine important data i didnt need the computer i had othets but it was one i was currently using. Had passwords etc. The. Test message with little information 600 dollars plus. I felt like i was held hostage. Not any real explanation but needed computer we t to Pick up told 800 dollars They changed motherboard abd othet stuff) that had been working fine. I paid 450 for this computer new swceral years ago manager passed me by muktuple times abd after waiting he told me my data qas gone He could recover ot if i gave him my microsoft account wnr password but probably not all of it. I never got original Mother board back i dont know where my data is or who has it including rhibgs like prior taxes abd guardianship kg my daughter court docs. He cpuldnt promise to restore. I had no idea they would do this. He said that if i didnt pay at least over 600 since i never signed for 800 it wouod be considered abandomed. They wpuld disassemble it. I didnt trust theu wouodnt sell or that somewhere on this machine HIPPA protected data was not inside. I would not leave that machine working . Too risky. Too much information and not returned. They said i declined back up. But i only declined when i dropped it off and all that was wrong was a loose screen. I would not have approved all My data to be gone or partially retreivable So angry Do not recommend this bait switch and unethical service I want the orginal data back in full

The worse service I have ever received by the Geek Squad. Will NEVER use service again. Originally scheduled service for 12/3, they cancelled and rescheduled for 12/10/24. Did not finish and would be back on 12/12/24. No show. Have called tech and left several voice messages, no response. Went to store, no help there. Rescheduled now for 12/23/24. Shouldn't take 23 days to get service. Will NEVER USE SERVICE AGAIN