Best Buy
Reviews and Complaints

I visited my local Best Buy to purchase a new TV and discuss charges for the installation last week. I explained to the salesman that I had a TV over a fireplace on my patio and one over the fireplace in my den. I wanted their personnel to take down the TV over the patio fireplace, move the TV from the den to above the patio fireplace and install a new TV over the den fireplace.
We settled on a 65" Samsung at $1300 and 3 charges totaling $610 to move the TVs around and install the new TV.
When the Geek Squad arrived at my house, the installer told me that there would be an additional $250 charge because both TVs were over a fireplace. I told him that I agreed to the work as outlined to the salesperson for the price on my invoice. He told me that the work could not be done until I paid an additiional $250. I told him to take the TV back and I went to Best Buy to speak to a manager about the situation. He told me that I could not get the service at the price quoted on the invoice. I told him to give me a total refund which he did.

Review #2

Sequence of events:

1. TV dies

2. Do research online and decide on an on-sale 899 upgrade at best buy. Don't opt to purchase on-line as, in the past, online and store inventory don't match.

3. Ask the gatekeeper at front of the store to have someone meet me in the TV area. Response: "two people are back there, but I will send someone"

4. One salesperson is in TV area with multiple customers backed up.

5. After 15 minutes, I ask politely for another salesperson.

6. After another 15 minutes and no help, I head for customer service which has 15-20 people in line.

7. I then head back to front door gatekeeper and politely request a purchase of the model saved on my phone. He tries to "up sale" with a "protection plan" I repeatedly say I don't want. After the purchase, I am told to wait out front for loading.

8. 30-40 minutes later, return to gatekeeper to see if I can locate the TV.

9. Gate keeper sends a loader for the TV and I wait 15 more minutes.

10 Loader drops TV box on it's corner (on the pavement) while loading. The box has big yellow "careful/fragile" stickers.

11. When I get home an email for a best buy survey awaits. When I click on the link it says: "Sorry the system has encountered an internal error and can not go on with the interview at this stage. Please check back later."

12. I contemplate returning the TV as it is likely damaged and decide to leave a review first on this site. The first review will not load/post and is lost.

Suggestions:

1. Fix the link between inventory and online web sales. The system should have real time syncing.

2. Staff up for sales and peak store hours.

3. Teach staff the concept of follow-up so that customer requests are fulfilled and honored.

4. If fragile items/electronics are dropped during loading, switch them out to avoid returns and to ensure costumers get undamaged items.

5. Fix/troubleshoot the email survey system.

6. Fix/troubleshoot this review system.

I had a great distaste for Best Buy due to many negative experiences. Recently I begrudgingly went back to Best Buy to look at 4k TV's. I found the experience to be very enlightening. The sales staff was very helpful and knowledgeable. I am not kidding this truly was a great experience. So much so that Best Buy has become the store I Once believed it should have been.

Since then, I have gone back multiple times for other products. There rewards program is "ok". Although they do step you up a level once you start to buy more product. They send you $40.00 off certificates etc. They have a fairly extensive relationship with Magnolia as well. The Magnolia sales person actually delivered my TV personally. I am giving them 5 stars now based on multiple experiences. By the way do take advantage of their price matching program. There are significant discounts to be had there.

We moved to the Prescott, AZ locale and went to Best Buy for the first time needing assistance with a new cell phone SIM card. How friendly and helpful Josh was, and took the time, even though busy, to address all my questions.
We then returned to ask the Geek Squad team about a concern we had with one or our computers, and was very pleased with this great team! They are so darn nice and patient with me, who is not very computer literate.
We came back and spoke with an employee about a printer that would suit our needs and were very well informed with their choices. We did purchase one that day and it has been great almost 6 months later.
This has been our first choice to patronize since our move here almost 2 years ago.
We could not be happier with each and every visit concerning this particular store. I highly recommend others in our area to check out this store due to awesome customer service!

Best buy is one of my go-to places for consumer electronics. Although I can easily shop online, I prefer to touch and feel the product. In some cases, I have questions about product capability and functionality.

I DO wish that they had a better selection of truly good software for business.

Best Buy is designed so that everything is easy to find, the store is bright and cheerful. The store has most of anything that I might want in most cases.

There have been a couple of times when a competitor had a lower price and Best Buy easily checked my claim with the competitor's site and gave me a no more questions asked price reduction. It's perfectly reasonable for any retail outlet to verify the competitors price prior to giving the discount and if a price couldn't be verified online or via phone call, I was given the discounted price anyway. In baseball, "Tie goes to the runner" and in this case, "Tie goes to the customer".

The staff have always been friendly and knowledgeable. If the sales person doesn't know the answer, then they seek out answers to help out.

I've shopped Best Buy for many, many years and believe it or not, never had an issue with anything I've bought! I don't think I can say that about very many places. Their workers are so knowledgeable and friendly, I know, there's always a few that aren't so much! But if one isn't helping enough you can bet that there will be another that will in no time! I've found them to be very honest with me about which is a better deal or product. They don't try to sell me the most expensive, just share what they know and what the customers find to be the best buy for their money. I like that they have so many employees at each store so it's never a problem getting help or asking questions. Their prices are competitive, and they'll even buy back and give you credit towards something new! Love that part! I think I've bought every piece of electronics and appliances I own there. I'm one to shop around for the best deal and it keeps bringing me back to Best Buy. Plus I don't think I've ever had to pay for shipping on an item, so why go out if it's delivered right to your door? I know they've had to close several stores, I just hope they don't close mine! Highly recommend.

Hello,

I am contacting you regarding exemplary service I recently received at the Best Buy store located in Homestead Pittsburgh. While looking for a wireless router to boost my internet signal I spoke with a sales representative named Dustin. Dustin was very informative on the different types and brands of routers, and spent significant time discussing each option. Before speaking with Dustin I had very little knowledge on routers and was unsure of the type of product I needed. His time and advice was very important in my decision on which device to purchase and gave me a better understanding of the product that I was buying.

Along with Dustin's superb service, I also had a great experience with the customer service desk while making a return at the same location. When returning a computer docking station, that I found to be incompatible with my laptop, the product was retuned without hassle and I was given a full refund. I was very happy with the employee's understanding of my situation and the time they spent with me in finding the correct product for my computer.

I am bring this to your attention because the service I received from both Dustin and the customer service desk have led to my return to the Homestead store several times, and due to my experience I will continue to shop at this Best Buy location.

Thank you

My old television set stopped working in the middle of an awards program, that I was interested in. The picture tube blew out. I heard a pop, and that was that.
Of course it was late at night, and there was nothing I could do about it, but become angry and frustrated.
Fortunately, my son has a TV in his bedroom, so I ran in there to catch the rest of the show. The next day I went with a friend to Best Buy just before they closed for the evening, and the sales person showed me new set, still in its carton, that was available for purchase at a great discount price. It was a name brand, that I had look at earlier in the evening at another discount store, but at a much higher price.
It was also returnable, If I found it unsatisfactory, after getting it home. Plus It had all the high tech features I needed, yet uncomplicated for me to use.
After comparing prices, sales, and makes, I found the perfect item at a good price with a sales person who explained the workings to me, and even though it was late in the day, no one rushed me, or tried to sell me something I wasn't interested in, by showing me so many different television sets, that would only confuse me.
Once I told the salesperson what I was looking for, it was very easy to shop there.
Don't hesitate to stop by and look around if you're in the market for a new item. You might be as surprised as I was, to find the perfect piece you needed, at a wonderful discount price.

I/m typing this review on a 17" Screen ASUS "Gamer" Laptop I bought from Best Buy in 2011 - which is now sporting a brand new 2.5 Terabyte Seagate Hard Drive purchased the day before yesterday (to be used as an Internal Backup Drive for the system's primary Hard Drive). Next to my laptop is my wife's ASUS Laptop (also bought in 2011), with two External; Hard Drives and an External spare DVD Drive - all purchased at Best Buy over the years for one reason or another. And of course (for the little kid still hiding in this old body) is, a stack of PC and XBox Games stacked next to the Samsung 50" TV we purchased from Best Buy in January's post Christmas sales. Almost every one of the Video Games was also purchased from Best Buy over the years - with the exception of a few given to us (me) as Christmas or Birthday presents by relatives from the lower 48 states. And those electronic items are just the ones I can see from where I sit in my home - many others can be found in other rooms of the house, or in the vehicles in the garage or driveway. I'm sure I have a few electronic gizmo's in the house purchased elsewhere - my wife and I do shop around before making a purchase. Its just that - when you have that vast amount of electronic items located in one spot, made by many different manufacturers and for many different purposes - you are bound to find more often than not exactly what you are looking for - at the price you want - to do the job you need it to do, And that's Best Buy.

About twenty years ago, my mother had such a terrible customer service experience with a return at Best Buy that it stuck with me and I vowed never to shop there. (And I was a child at the time, so that's almost impressive!) A few years ago, I was shopping for a new laptop and I wanted to make sure the purchase was affordable because I was going through financial difficulties at the time. The problem was that I refused to support Windows 8, and the only online store that had affordable computers with Windows 7 at the time was Best Buy. I combined sales and cash back deals and bought the computer from their website. I had such a great experience (fast and secure shipping, good sales, etc.) that when I was shopping for a gaming laptop just a year or so ago, I considered bestbuy.com again.

For my second purchase, not only did Best Buy have the computer I wanted for the best price, they also had a free shipping deal included with a great sale. I combined this with my credit card's cash back program (Chase sometimes has extra cash back deals for Best Buy's website) and saved about $600 off of a gaming computer that should have cost me close to $2000. Again, it was shipped quickly and safely. No problems with anything. The website was also helpful because of its comparison guide, where you can put multiple computers in a row and compare all the specs.

I have had such great experiences with this website that it shocks me. Even to this day, I can't stand going in Best Buy's stores (I only will go if I'm with someone who needs to, I still refuse to go there for products myself). The sales reps are pushy, their return policy sucks, and their stock of everyday tech items is wonky (my friend went there for a simple audio cable and they didn't have it). But their website? It's been so helpful and wonderful for me that the next time I'm in the market for a computer, I will go to Best Buy first.

I recently acquired the Roku Streaming Stick 4K from Best Buy, and I must say it has been an incredible addition to my home entertainment setup. The setup process was a breeze, and within minutes I was able to start streaming my favorite shows and movies in stunning 4K resolution.

The performance of the Roku Streaming Stick 4K has exceeded my expectations. The picture quality is exceptional, with vibrant colors and sharp details that truly bring the content to life. The streaming experience is smooth and seamless, thanks to its powerful processing capabilities and reliable Wi-Fi connectivity.

One of the standout features of this device is its user-friendly interface. Navigating through the Roku channel store and finding new content is effortless, and the remote control is intuitive and responsive. I appreciate the wide range of streaming options available, including popular streaming services like Netflix, Hulu, and Amazon Prime Video, as well as a plethora of free channels and apps.

Furthermore, the compact and sleek design of the Roku Streaming Stick 4K is a definite plus. It fits perfectly into any HDMI port and doesn't clutter the space around my TV. The included voice remote control makes it even more convenient to search for content or launch apps with just a simple voice command.

I have also been impressed with the customer service provided by Best Buy. They promptly shipped my order and it arrived in perfect condition. The overall shopping experience was seamless, and I felt confident in my purchase knowing that Best Buy stands behind the products they sell.

In conclusion, I highly recommend the Roku Streaming Stick 4K to anyone looking for a reliable and feature-rich streaming device. Whether you're a movie enthusiast, TV show binge-watcher, or sports fan, this device delivers exceptional performance and access to a vast library of content. Thanks to Best Buy, my home entertainment has been taken to the next level.

I had ordered the lg refrigerator and it was supposed to be delivered March 12, just a week before it was supposed to be delivered they called me to inform that the product is back ordered and will be delivered April 4th. A couple of days ago they call me again to tell me it was delayed even further to June 4th.

I’ m moving into a new home and they expect me to live without a refrigerator for 3 months. All this with no compensation for the inconvenience nor the bare minimum they should have provided me with a loaner.

The experience with talking to the customer service representative has been exhausting and frustrating. The whole purchase experience so far has been a very frustrating one in fact.

I purchased a CarPlay for my son for Christmas 2023. Best Buy (BB) made me wait for over one month for installation. When I showed up for install, then and only then was I informed I needed to also buy over $100 in parts for installation that they don't carry in stock. They rescheduled my installation (had to wait some more). Ordered parts from BB, only to receive dash kit broken. BB shipped delicate plastic part in retail packaging only (plastic bag/no shipment box). When I called customer service, person hung up on me. He said, I was not listening to him while I had the complaint. Finally, when I showed up for install, I was charged $64 for labor---for so-called free installation. Worst customer experience ever.

I bought 7 products, 3 of them were damaged, they say they can't take returns, etc., I paid for the product the other day, pay again or the order will be cancelled... They're really a joke, i've never had such a bad experience... Don't take my advice, at least you won't get angry, shipping it arrives in minimum 10 days... So you can keep it no matter what you take it from.

My computer died about 2 weeks and so I went to Best Buy for a new - never having made a major purchase there before. The first computer I purchased gave me only a black screen when I got it home. Returned it and got the same computer and got home and it gave me only a blue screen. Returned it and got another model which worked. I was told it came with a DVD player and found out a couple of days ago there is no DVD player in it (though it looks like there is). Also the front headphone jack doesn't work. I like the computer well enough to keep it. I then had to purchase an external DVD player. Then, today, I got trapped in the wasteland of Best Buy phone customer service. I wanted to get a copy of the 2 year geek squad protection plan (went to the store and they didn't have a copy and gave me a phone number to call) that I purchased with the computer and ended up talking with at least 8 representatives who were all the wrong people to be asking this question of and each would pass me off to someone else who was also the wrong person. 3 people sent me receipts for the computer I had returned? This went on for over an hour and a half. When I got on the line with the last woman I warned her I was upset. She told me over and over that they could only send me a receipt that they could not send me a copy of the protection plan. I lost it a bit and used the word 'heck' to her and she replied that she would not accept any profanity from me! It was all so bizarre. Though she did finally tell me where I could find the information on their website - something someone could have told me at the beginning of this whole circus. My whole experience with Best Buy has been ludicrous. I can't imagine ever buying anything else major from them ever again.

I bought an HP laptop from Best Buy last July. Yes, it was cheap ($140, on sale from $180 or so). I thought it was the same computer I bought a few years ago, which served me well for quite a few years before the battery died and it had another problem, and getting a new battery and getting it fixed was going to cost me more than replacing it.

The replacement is a piece of junk. It is so slow that I've had to click on "wait" as much as 13 times before it finishes loading. Best Buy couldn't do anything on line and told me I had to make an appointment to take it in, so I took it in today. Basically, they told me (in these exact words), "You get what you pay for." So I said I wanted to return it. But they told me it is not returnable!

I will never buy anything from Best Buy again.

3rd time and I'm outta here

3days in a row went to best buy not once did I get customer service to assist me let alone a smile from anyone so frustrated that I'm done with this stores lack of finding a needle in a hay stack

But I did buy a TV no help went to pay didn't even ask me if I wanted extra warrantydid I say I was done yup like a dust bunny outta here

I have been a Best Buy customer for over 15 years and 10years ago I enrolled into the GEEK Squad Total Tech Service (The service had a different name back then). Fast forward 2 months ago I purchased a 43" Fire TV and had to return it to the store because something went wrong with the picture. Geek Squad sends the TV out to be fixed but then I receive emails that tell me the TV has been damaged upon shipping and It has now been approved for replacement. That I should just go to the store and show them the email and Geek Squad would replace the TV (no problem right). So I arrive at the store around 10:30 A.M. and follow the instructions provided in the email from Tech Phan Vuong. I go to the Geek Squad window and stand there 10 minutes without being acknowledge (Sir we will be with you shortly or anything)! Finally, I give Sam (the guy working) the reason why I'm there and show him the emails from Best Buy and he says do you have an appointment! I had to get a store manager to service me just to pick up a replacement TV. Now in the big picture of life I know this is small potatoes, but I am a career sale representative. There are too many other places I can go to spend my money get better service! I think Best Buy takes it for granted that customers will put up with poor service. I will share this with all my friends and family, cancel my Total Tech Service and purchase all my electronics elsewhere. Just thought you should know!

May 20 2023. The dishwasher I bought from best buy came. The installer install it had a bad attitude didn't really want to do it. I ran dishwasher that night installer said it was good. I ran Sat but get up May 21 2023 my kitchen was sitting in water. I called best buy finally got a hold of someone in there insurance company. Say I need to my Home owner insurance,so I went but the cost is more than 5000. They said if it was over 5000 they would have to get someone out to verify. I have called and emailed Connie for over 2 weeks no response at all. Called cooperate spoke to Carlos he would have them call as June 28 2023 no response for Connie. Carlos does respond but say it out of his hand instead of making things right. Which tells he has the power to but refuse to the right thing.

June 14, 2024, at Store #380, we tried to purchase a Surface Laptop and paid with a check. The check was declined as a fraudulent check, my wife called the [protected] that was provided on the back of the check. After about 20 minutes on the phone, the check was declined by Best Buy clearing house because it was written for over $1000 dollars. She questioned the agent and stated what if I had $50,000.00 in my checking account, she was told it doesn't matter what your bal;ance is, as far as they were concerned the check was no good.

I cancelled my Best Buy Credit Card for the same reason, my line of credit was 3000, and when I tried to purchased a desk top computer it was not approved. So your policies have not changed.

I was going to walk out however my granddaught and wife asked me to use my credit card, so we did purchase the laptop.

Based on this experience, it will be a long time before I return.

I was attempting to pay my bill on the phone-I was on hold so long my battery went dead on my phone-I tried again from another phone-for more than 30 minutes I was on hold once again-I made dinner-cleaned up the dinner and the automated voice STILL said my wait time is still greater than 30 minutes-This is the worst customer service I have ever experienced!

I am writing to tell you about my experience with Best Buy. I purchased a 50" Toshiba television on Amazon.com as a part of a week long special that Amazon was running. Two days after my purchase, i received an email from Amazon stating that the seller (Best Buy) could not ship the package on the expected date. They informed me that my checking account would be charged when the item did ship, and if i had any further questions, i should contact Best Buy.
I called the customer service line and waited on hold for about 30 minutes before speaking to someone in electronics. I explained my situation, and the girl suggested that we cancel the amazon order, i pay with her on the phone, and i pick up the TV at my local store. I accepted her offer and paid for ANOTHER TV. She informed me that i would soon receive an email when my item was ready for store pick up. I was so impressed by the operator that i asked to speak to her supervisor for a kudos call. I talked to supervisor David, and thanked them for solving this.
Nearly an hour later i received an email from BB stating that my phone order had been cancelled with no explanation. I tried to call my local store, but no phone calls. So i called customer service. After another 20 minute wait and explaining the situation to a general operator, and again to an electronics operator, i was told that the operator had no explanation for the cancellation. She told me that she could have a supervisor call me, and i agreed. She said one would do so within 24 hours. That was 5 days ago. No one has calle yet. In the meantime she recommended that i go to my local BB store to see what they could do.
I drove 45 minutes to the closest BB, and told the greeter my story. She tried to help me by looking up the orders. She looked up my original Amazon order by the Amazon transaction number and assured me that had been cancelled, as i had asked her directly to do so. She did the same with my phone order, and assured me that that had also been cancelled. She put me in an electronic queue and sent me to the TV department I waited over 45 minutes for an employee to look at me. At which point i asked very loudly "Hello, does anyone work here?" A man was forced to acknowledge me at this point and tell me that they were busy. Over an hour after i entered the store, a man came to me telling me that he was the manager of the department at the Saginaw store. I explained the situation, and he offered to sell me the TV. I asked for assurance that the online order and phone orders were cancelled. He also looked it up using the Amazon order number, and BBY cancellation number, and assured me that the transactions had been cancelled. He then sold me the TV for cash. At checkout they wanted to charge me $120 more than my original transaction. After another 20 minutes at the register, that was solved, and i paid the original total of $328 and some cents.
I brought the TV home and installed it with a wall mount. That afternoon i received an email from Amazon stating that my package was now being prepped to ship, and my card would be charged when it did in fact ship.
First, i spent 90 minutes on the phone with Amazon. Customer service. They told me that they could not cancel the order, but Best Buy had to do so. They told me that they would email Beat Buy requesting that the item be cancelled before it shipped. Amazon did infact send that email to Best Buy and me, requesting a cancellation before the item shipped. Best Buy never responded and i still have the email dated before shipment. Amazon then instructed me to call Best Buy.
I called customer service, told them my entire story, they sent me to electronics (another 30 min wait) where i was to retell the story again. After another 30 minutes on hold, i was spontaneously hung up on. So, call again, 30 min hold again, tell story to a new department again, 30 min hold again. Finally i was met with someone that told me that there was nothing they could do, and i had to call Amazon.
Exasperated, i accepted her answer. I hung up and called my bank. I transferred enough money out of my savings account, so it would be unable to pay for another $328 purchase.
The next morning i tried to use my ATM card to purchase gas, and it was declined. I looked at my account online and it said that i had overdraft fees for a $328 deduction. My account had been frozen by fraud protection because $328 had been charged so many times by one place (BB) as well. Incidentally, my bank requires appointments for this issue due to Covid. So as of now, i still do not know my overdraft fees and do not have access to a usable ATM card.
Call Beat Buy, 30 minute hold, tell the whole story, get transferred, 30 min wait, re tell story. Then i met Hugo. The customer service rep, whom after a long wait, promised to 'help me out man'. Hugo assured me that he could have the money back in my account in 24 hours. He generated me a return number and a back end investigation number. I thought the problem was solved. He assured me that all was well.
The next morning, the TV arrived at my house. Not knowing what to do, i refused delivery. The Fed ex driver told me that it could be a month before it got back to the warehouse. I told him my story and that Hugo had me covered. He called his boss, took my name, and left without ever taking the TV off of the truck.
24 hours came and went with no refund. I called Best buy at 12:25 PM, and got off the phone with them at 6:35pm! In that time i was spontaneously disconnected after waiting for a manager for over 2 hours, on two occasions! With no calls back! The third time, i could hear the manager, but she could not hear me. Games. My 4th try, after almost 3 hours of holding on that try alone, i got a manager to refuse to take my call according to the rep! But he stayed with me and finally got me a supervisor. I explained it all again. She apologized up and down, and told me that no one could do anything. I would get my money back in a month or so, when "the warehouse gets the TV back". She also gave me the corporate number available online. I havent had the nerve to call that yet. It is getting difficult to keep from yelling at this point. As i believe anyone would feel by now. I believe if any of the phone notes are reviewed, you will find that i remained calm and respectful to everyone that i spoke with.
In total, i have spent $657 on my $300 TV. I have spent over 12 total hours on the phone with Best Buy, and over 5 with Amazon. I spent over 3 hours driving and waiting in store to buy a TV with cash. Best Buy failed to get my item shipped on time originally, lied to me about cancelling the order 3x's on the phone and 2 times in store, lied about when i would be refunded, recommended the whole second purchase fiasco, and still refuses to refund me. I am forced to pay my bank overdraft fees, and i still have no ATM card. I have to find more time to give the situation, as my bank now requires an in office appointment to reopen my account. And no one will help. No one calls me back, and no one answers with anything but lies and misguidance. My family worked to save for this TV, and it meant a lot to us. I simply bought a TV online and followed Best Buy employee's advice. $328 means NOTHING to Best Buy, but it has me wondering how i am going to feed my 2 young children next week. Ill be paid back in 30 days or so. If they are to be believed on this occasion. At this point, rightfully, i should be offered to drive to the store and get my $328 back from the cash register. But, no, 30 days ish, and this time, i should just trust them.
I can not afford legal console, and i am aware that no one is reading this at this point. But i vow to do what i can. I have copied and pasted this story. I am sending it to my local news outlet that does weekly stories about ripping people off. I am hoping to have it printed as i am also sending it to my local news paper and the local paper of the store that sold it to me (Bay City, Saginaw, Mlive) i am doing all i can online to spread this story as well. I am producing a Tik Tok video, and about to instagram this experience I can not recommend enough to family, friends, or anyone that will listen to me, to stay away from Best Buy. It is garbage like this that will make you the next Circuit City or Sears.

The business: The Geek Squad repairs computers.
Me: I'm 77, a retired Marine Biologist, and I have lived in Alaska for 48 years.

Note: I included a number of attachments to support my comments about what the Geek Squad did or didn't do. The attachments are numbered 1 through 9 but they do not show up in the appropriate order in the published review. You will have to look for the individual attachments. My comments about the competence, reliability, and honesty of the Geek Squad and management are strictly my opinions. You can draw your own conclusions after looking at the attachments. I'm reviewing Geeksquad.com, a subsidiary of Bestbuy.com

This event occurred in 2012. I just ran across my Best Buy/Geek Squad file and thought I should alert people to the problem I had with the Geek Squad. I suggest using the Geek Squad at your own risk and as a last resort, since I'm guessing the Geek Squad still operates in the same manner.

I took my computer to the Geek Squad to have an apparent virus removed. The Geek I spoke to convinced me to purchase a one year Technical Support Program, which included a new virus program by Kaspersky (whether you want it or not - kind of a captive audience situation), for $199. I was running Norton Internet Security anti-virus program at the time. He said it was cheaper to purchase the Technical Support Program than just having them remove the virus. I also had to buy an external hard drive for them to store my files on while they removed the virus. The total cost was $329 (See attachment 1).

When the Geek Squad finished with my computer they sent me an email saying the "Geek Squad Service is complete", "Your product is ready, willing and now able" (attachment 2). Unfortunately that wasn't the case. First, when I went to get my computer I had to sign a document stating I recognized the repairs had been performed in a satisfactory manner before they would give me back my computer. Signing that document under coercion was a big mistake (attachment 3). Second, by their own admission, the Geek Squad failed to remove all of the viruses on my computer. I took the computer home and started using it. After about an hour I realized I did not see my Norton Internet Security anti-virus icon. I searched my computer but did not find my Norton program. I searched for the Kaspersky anti-virus program that came with the $199 Technical Support Program but it wasn't on my computer either. I disconnected the computer and went back to Best Buy. I told the Geek I could not find my anti-virus program nor could I find the Kaspersky's program. I asked if they removed the anti-virus program and didn't reinstall it. He quickly informed me they would not do something like that. I said "Great! Then you won't mind finding my Norton anti-virus program on my computer" and put my computer up on the counter. He searched and searched and finally said I guess we did remove it and not reinstall it. I said they told me the computer was ready to use and I had been on the internet for over an hour with no anti-virus program. I asked that my computer be rechecked for virus. The Geek Squad refused to do that, even though this was their mistake. I pointed out that I purchased a 1 year Technical Support program and this issue should be covered by that program. They said it wasn't. In spite of their mistake, the "experts" would not reinstall my antivirus program. I complained to management but got nowhere. Once I signed the dirty tricks document indicating I was satisfied with their work, I was on my own. I reinstalled my Norton Internet Security myself (attachment 4, note the date and time). I paid them $329 to remove viruses from my computer, which they failed to do. They also failed to reinstall my Norton anti-virus program. The refused to recheck my computer for new viruses because of their failure to reinstall my anti-virus program. The Geek Squad is close to being worthless with respect to their knowledge and ability to fix a computer.

Fast forward about 4 months. When I tried to access my Technical Support Program on November 27,2012 I learned that the 1 year Technical Support Program that I paid $199 for had been cancelled by the Geek Squad. They did not bother to notify me they had cancelled it nor did they reimburse me for the remaining time. The Geek Squad probably figured I would never find out it was cancelled. They did not reimburse me for the 8-10 months remaining on the contract, a value somewhere between $130-160. I think this action by the Geek Squad and Best Buy, along with their dirty tricks document, indicates the business is very dishonest and not very reputable. It also indicates the "experts" are not very good at their work.

In summary, the Geek Squad failed to remove all of the viruses on my computer; they screwed up by forgetting (or negligence) to reinstall my antivirus program; they didn't install the Kaspersky's anti-virus program; they refused to recheck my computer for viruses as a result of their mistake; they lied about the benefit of the Technical Support Program; they refused to reinstall my Norton anti-virus program; they cancelled my 1 year Technical Support Program after 2-4 months and didn't reimburse me for the unused portion of the year. I stick by my opinion that the Geek Squad and Best Buy are dishonest and not very reputable, nor are the employees anything resembling experts.

I asked my credit card company to intervene on my behalf. They withheld the payment to the Geek Squad until I ran out of options. The credit card company tried to help but the Geek Squad's dirty tricks document I was coerced into signing to get my computer back indicated that I was happy with their work so the credit card company had to release the payment. I got the state Consumer Protection unit involved but again, the Geek Squad's dirty tricks document prevented them from acting meaningfully.

Finally I found a person in the Minneapolis office that helped me. You won't believe his title. He's the Geek Squad Public Defender. My opinion on his title and position is the Geek Squad screws enough customers badly enough that they actually have to employ a "public defender" to fix the Geek Squad problems and keep them out of court. Why else would they employ someone with a title of "Geek Squad Public Defender"?

While the Public Defender was looking up my case on his computer I told him the Geek Squad cancelled my 1 year Technical Support Program after 2-4 months and did not reimburse me. He said they couldn't cancel my Technical Support Program without my consent. Then he said he saw on his computer that they did cancel it without my consent or knowledge. He said he wanted to find out what was going on and planned to issue me a check for the full $199.00. My credit card company worked on my behalf to help me get the refund (See attachment 5). In spite of multiple phone calls Best Buy would not respond. I wrote to the Public Defender to find out why I had not received my refund. The Public Defender wrote back and apologized for the delay. I asked the state Consumer Protection unit to help me by doing a followup. Still, I did not receive the refund until August. Even though the Geek Squad did everything wrong it still took over one year to get reimbursed. (See attachments 5, 6, 7, and 8). That's what you might face if you deal with the Geek Squad.

I would advise anyone thinking about using the Geek Squad to consider a different party to fix your computer. After my experience I have zero faith in the Geek Squad. It is my opinion that the Geek Squad staff and management are not the sharpest tools in the shed nor the most honest. Why would they think they could get by cancelling my 1 year contract with no reimbursement for the unused time? How dishonest can a business get? Had I not found the public defender I would have taken them to Small Claims Court.

I believe the facts of the case I presented are accurate. To Best Buy/Geek Squad: I still have my files on this case, including receipts, letters, and documentation for the reimbursement of the $199. If you want to challenge anything I've said, bring it on. The comments about staff, management, honesty, and a presumed level of incompetence are my thoughts and opinions after my experience with the Geek Squad. Hopefully my review will save some of you a lot of headaches. My final thoughts/opinion about the Geek Squad is summed up in attachment 9.

My wife ordered a lg washer and dryer set on their black Friday sale in November for $950 apiece, with a delivery date for the 27th of January. They charged our card and took the money for the washer that day. But the dryer they would charge then refund the money every so often. We called to ask why this was happening and was told that it was to keep the order active until the dryer arrived at the warehouse. We thought it was weird but okay. Well yesterday January 19th she gets an email that the order payment needs to be updated or the order is going to be canceled. So we call best buy to see what the deal is because it's charged to a credit card and their is plenty of funds on there to cover the cost of the dryer. They tell us the card was declined and that if the card isn't update in 24 hours they are going to cancel the order. So we call the bank to see what the deal is with the card being declined and they tell us that the charge was attempted so many times that they flagged it as fraud and canceled the card. We call best buy back and let them know what's happening and that if they can hold off on canceling the order everything with the card should be fix tomorrow January 20th and we will call back in to finish the purchase. They said that was fine and they would put a hold on canceling the order. 6 am this morning January 20th she received a email from best buy that the order was canceled. So we call best buy back and ask what's going on yall said their was a hold on the order being canceled, they said there was never a hold on the order and there are no notes that state that there ever was. Even though this lady told us she was putting notes in the system. The BS we went through over the next 10 - 12 hours with these people is a complete joke. So we are thinking it's only the dryer that was being canceled because they already charged us for the washer, so we are thinking okay well this is best buys fault since they kept charging the card and there is plenty of evidence they we ordered the products on black Friday that we would just use a debit card and pay for the dryer. This person thinks it unfair too but doest have the power to price match the dryer any more, but if we still want it we can buy it for its current price of $1300 we ask if we can talk to a supervisor nope can't do that but will transfer us to another department that can help. While on hold for 30 something minutes phone hangs up. Call back go through the whole process again this time the person doest understand what we are trying to tell him about the order and thinks we are wanting to take off the geek squad plan we had bought. Goes on about that for about 5 minutes before finally realizing what we are talking about again can't help us ask to talk to a supervisor again. This time we are told we can puts us on hold. I start Googleing for their corporate number come across a number listed for their HQ in the states and I call it while she is still on hold. HQ number goes straight to the call center that she's on hold with. I get in touch with someone while my wife is still on hold. Wife gives up on the supervisor because this guy seems to be getting us some information come to find out they didn't just cancel the dryer, they decided to cancel the already paid washer too but this guy tells us not to worry that he can over ride the price and we can still get both them for the $950 sales price. He even check to see where the products were at and told us we could go to the store and pick them up today 'they had already arived at the store.He tells us just to give him few minutes and he'll get everything squared away for us. We are thinking this bs took us almost 5 hours at this point to get somebody with some sense but at least we can move on with our day now and I can go pick them up ahead of schedule and go ahead and install them. Started having some doubts when he came back on the phone and said he would have to transfer us to the sales department. We said no we don't feel comfortable being transfered because we had already had some bad luck with that today.he tells us not to worry that everything in noted in the system and the sales department will draft up the new invoice no problem. We are still not liking the ideal of being transfered again, but are like okay well he's claiming it's all noted.so he transfered up new guy answers the phone in 2 seconds says his name, all we got out of our mouths was yes Andrew transfered us click. We call back get a new lady, for the 4th time today we have to explain everything and the new information we have learned. New lady is very sorry for all the inconvenience and can see all the notes that Andrew put on there about the price match and everything. So glimmer of hope that we can pick up where we left off at, we hoped wrong. New lady doesn't trust Andrew put these note in there and needs to verify this information. Finally Verifies the note are real, but she can't place the order for less than the online price even with these note. Tells us we will need to talk to a higher up in the sales department that can approve the prise change. Okay let us talk to them then. Well these people are very busy people and it could be up to two hours before we can get through to them.and that we can either wait on hold for them or she can put us in a call back line. I tell my wife she can do what she wants but at this point the other guy said they was at the store I'm just going to drive over and see what they say about it. So she decides to be put in the call back line. We are informed that we will receive a text message from best buy about 2 minutes before they call us so we know it's them, okay great. I go to the local best buy. I tell them whats been going on and that one of the guys we talked to said the products where here at the store and honestly if you have them here I'd appreciate it if yall would just honor the price match and I'll buy them here and now.They pull up the order number see everything that has been going on with it and tell me yeah sorry that all sucks but we don't have them here so I don't know why he would tell you that. And even if we did or even if we had any in-stock at the store we wouldn't be able to price match them because you bought them online. You'll have to call them back. Get back home wife received the text about 40 minutes ago but still no call. We are almost 8 hours into this at this point kind of just ready to throw in the towel pretty much the whole Saturday has been ruined. Then they call back. New guy go over everything again, no problem he says I'll fix you right up wife asks him 3 times, you can still give them to us for the sale price. Yep no problem best buy cares about making their customers happy. Types up the new invoice telling us the whole time they are the $950 plus tax. Sends my wife a email link to review the invoice and make the payment on them and there they are for the current online price of $1300 apiece. Call the guy out on it like what the hay here you didn't change the price. Oh well I can't actually lower them below the online price. Then why did you say you could I don't even know what the answer or the rest of that story was as I had went outside for a smoke at that point. Decided I was done with it and started looking elsewhere for a set somewhere else. Wife is livid somehow she ended up disconnect again, callef back up there asked for a supervisor right off the bat. Refused to give any info about what was going on just wanted to talk to a supervisor. Lady is saying not allowed to talk to a supervisor without first explaining what is wrong, lady saying she's trying to find one but that she still needs the information after about 10 minutes she finally agrees to transfer wife to a supervisor just give her a few minutes to find one. Comes back on the phone says mama I'm going to transfer you to my supervisor now. Phone switches over new lady answers the phone. And starts the costumer service script off right off the bat. My wife asks if she's a supervisor and she says no I'm a costumer service agent how may I help you. I honestly think they may have know what they was doing when they put that last lady on the phone. Because we had not lost our cool all day dealing with these people. When we did start getting upset tried to remind ourselves these are people just doing their jobs, we aren't mad or trying to yell at you, we are just mad at the company and their way of operating. But that last lady she was transfered to just rude and condescending right out of the gate. Wife finally gave up on it and I ordered a different set from a competitor that was cheaper than the sales price we unfortunately spent too much time dealing with. But it's the leading you on that this person can fix your problem just to be moved to some one who says they can't anymore, the just straight to your face lying to you. I don't understand the runaround all day. I hear all the time that best buy is on the verge of dying, you would thing that they would figure out a better way of spending their money besides driving their every strinking customer pool away. I know I will never be shopping there again after this experience. And honestly it's not even so much the sales price that makes me mad at the situation. It's the not being able to get a straight answer out of the customer service people.i would have been much better off and would be sitting here writing this long review. If they would have just said yeah sorry we can't do a prise match. You want to talk to a supervisor no problem. Supervisor actually comes on the phone yeah no sorry we can't honor that prise anymore because of xyz. Boom done is everyone going to be happy with that answer? No probably not would I have been no probably not. But I would have probably still came back to the store at a later time a bought stuff. But being lied too, having someone send a invoice for us to buy something lnwong he's lying about the price you put on there just hoping we wouldn't have paid attention to it. The inconvenience of running in circles all day. Yeah we are done with best buy here.

On Jan. 13,2024 Best Buy installed a new range in my kitchen! The installer dragged old range & dragged new range across our wood floors & scratched them up! Best Buy has gone out of it's way to discourage us by making the process of rectifying this problem, nearly impossible! They refuse to send anyone from local store to see damage! We need problem fixed!

My new range & microwave were installed 1/12/24 & I complained on Sat. 1/13/24 about scratches/marks made on our wood floors by range being pushed & dragged across floor! I was promised a response in up to 48 hrs but never got one! When I called on 1/17/234 again, they found no record of my call! Not good customer support when rep. doesn't register problem! Order #[protected] Robert Mulligan [protected]@ptd.net [protected]