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Best Buy Stole $250.02 From Me Because They Can
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MINNEAPOLIS, MINNESOTA -- It has been over 48 hours since my last call. I have still not received an email confirming my refund of $250.02. I would really like a response back regarding this matter. I am now paying interest on your charge. On January 9th I went into a Best Buy store with a phone (772-204-4682) that I have insured under Geek Squad protection plan. Since then the following has taken place.

1/12/16 I received a refurbished phone that was unable to be unlocked. I called Geek Squad and after multiple calls and going into a Best Buy store to have a technician assist me, the phone was still unable to be unlocked. 1/14/16, spoke with Sharon at Geek Squad who issued a gift card at 9:10 am. Confirmation number provided was **. 1/18/16 I received a second refurbished phone from Geek Squad and the same problem occurred with the second refurbished phone. Again I went into Best Buy store and worked with a technician. The SIM card was exchanged and still the phone would not unlock.

1/19/16 began working with Apple who issued me another phone since Geek Squad said the problem was not on their end and that they could no longer help me. Apple and Sprint were able to help me unlock the new phone that Apple sent me. I returned the initial broken phone to Geek Squad. I returned the 1st locked refurbished phone that Geek Squad sent me to Geek Squad.

1/26/16 spoke with Rachel for 27 minutes and case was escalated. This was due to emails that I was receiving that the phones I returned to Geek Squad were locked. Rachel assured me that the case would be resolved and I would not be charged. 2/6/16 called again after receiving another email demanding that I unlock the phone or be charged. I was dispatched to the department that handles charges.

3/1/16 called again after my credit card was charged $250.02. Spoke with Jennifer for 39 minutes and then was transferred to supervisor Cher for a total of 50 minutes and 23 seconds. At that time, I was told the case would be resolved and that the charges would be refunded. I was told "We are so sorry for the inconvenience but there is nothing we can do except refund the charges and to escalate the case for someone in Best Buy or Geek Squad to call you back from corporate". I was provided with 2 emails to contact customer service.

3/23/16 charge of $250.02 has still not been refunded. I called again today. This charge is on a credit card that I am being charged interest on. This is the worst customer service and communication I have ever experienced. I have used Geek Squad for 10 years. After this experience I have nothing good to say about the company or your service.

3/29/16 I called again and spoke with Anyuri in the renewal and cancellations department. Then Shannon in the customer relations department. Then Danielle in mobile department. At the end of that call I was finally transferred to Edgar in the mobile service department. He explained to me that we could walk through the unlock your iPhone again to assure that the phone was not locked. Due to not having the sign in email/password I had to call once my son got home from school.

I did so again on 3/29/16, calling 1/888/Best-Buy and spoke with Wally. Wally went through the case with me again and walked through assuring that the iPhone was not locked. Wally then escalated the case to a GSER (Geek Squad Emergency Response) with Jovan and told me that I would hear back via email the results. 4/5/16 filed a complaint to dispute the charges with the credit company that the charge was charged to.

4/5/16 - no response, I called 1-888-Best-Buy again. Spoke with Ryan who said the case is still open. Ryan asked me if Best Buy sent me the phone back since it was no longer useful to them. I explained to him that I was told it was in a bin with hundreds of other phones. Ryan then transferred me to Diana in the Mobile Services Department. Diana again told me my phone is locked and it is my responsibility to respond to the emails that were sent out and because I did not so within the 30 days that the charge is valid and there is nothing that they can do for me.

I explained to her that I have called multiple times through February to assure that I was not charged. She said there is nothing further that she can do for me. I asked who I could speak to and she said her supervisor and then said it will be awhile. I explained to her that I spent 3 hours on the phone on 3/29/16 and I would gladly wait to speak to a supervisor so that I could get someone high in Best Buy to hear my complaint. She stated "It's going to be a long day". Conveniently at 59 minutes into the call and after keeping me on hold for 30 plus minutes for a supervisor the phone disconnected.

4/5/16 Jennifer (supervisor) called me back after the disconnection. She was very polite on the phone and listened as I again explained the story from January 9th until today. Jennifer then ran the IMIE numbers on the cell phones to assure that the one that I have been charged for is the one that is in fact locked. Upon return of running the IMEI numbers Jennifer stated that both phones show as unlocked but that there is no date listed as to when they were unlocked. Jennifer escalated the case again to corporate to see if they will refund the monies.

It was explained to me that the problem with corporate will be that the phone was not unlocked within their 30 required days. I asked her if it will make any difference that I have called in response to every email referencing the “locked phone” that Best Buy/Geek Squad has sent in February. Still waiting for it to be determined… Here's to waiting for 4/12/16. Best Buy Corporate Customer Care PO Box 9312, Minneapolis, Minnesota 55440.

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Purchased Geek Squad Services
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLUMBUS, OHIO -- Purchased a 75 in Sony TV and Sony surround. Paid extra for Geek Squad installation and setup with a sound bar over our fireplace for $350 more. Scheduled delivery for our week of vacation noon to 4. They
showed up over 4 hours after scheduled time (8:45 pm). Supposed to be the Geek Squad, obviously sub-contracted as 2 “installers” pulled my 75 in TV (lying flat) in the back of their truck into my house. Nothing on them or their vehicle said Best Buy or Geek Squad. When the “installer” started using vise grips on an allen head screw, I asked them to leave that I would do it myself. My wife and I installed it the next day on our vacation. On top of that try and call support and wait on hold for an hour or two. I guess I am not the only one with service problems. The day before our appointment we stopped in and purchased a mini-fridge, which we could pick it up 3 days later at the store, or they would deliver it at no additional charge in 2 days. We picked delivery. Sixteen days later we don't have the fridge, damaged in route by their delivery service or a refund. Can't get a replacement until they get the fridge back that they acknowledged was damaged in route. Call their customer support and expect an unusually high wait time do to their great customer service, I have been given wait times as long as 1 hour and 56 minutes. Maybe if their service was better, their call volume and wait time would be less. Just with the TV, sound system, installation and fridge, this was over $4000 in purchases, and my last with Best Buy. Over the years, we made all of our audio, PC, MacBooks TV, and appliance purchases from them. They keep saying, I am one of their “Elite” customers. I wonder how they take care of their first time customers?

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An Awful Experience That Caused Me to Take on a Throbbing Headache.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLOVIS, CALIFORNIA -- The guys working at Geek Squad at this location were ill mannered, and didn't have the knowledge to give accurate information on a simple Tablet that needed an portable external storage device. I waited about 20 minutes on Collin one of the Geek Squad assistants as he jive talked with a customer while I was waiting prolonging the conversation on purpose.

Then when his conversation was done, he went into the back to stall even more time as he knew I was waiting for someone to assist me. I waited so long I almost called it a day. After waiting another 10 minutes he came out from the back and went directly to another customer ignoring my presence.

Then another Geek Squad guy by the name of Eric came out with ill mannered behavior and said, "Can I help you my man?" Very unprofessional and this guy should have known that you don't address an Senior Citizen person in this manner. He was quite rude, and lacked knowledge of what storage device I needed even after giving him a printout of all the specs.

Even though I was waiting there patiently as he made an attempt to look up information he chose to begin to speak with another customer ignoring my presence again, he said he couldn't find the storage device my Tablet needed, even I had given him a printout of my tablet and of all the specs and requirements needed.

Eric told me to go get my tablet from my car so I cooperated and did that, when I returned he was chatting with another customer and he never acknowledged my presence that I had returned with my tablet. After chatting with another customer for a very long time ignoring me, he finally said goodbye to the customer after casual conversation.

The worse treatment I've ever experienced at a Best Buy Store. These guys completely ignored me and treated me as if they could care less about what I needed and although I had stood in line very patiently and polite. These guys chose to begin conversation with other customers while I was waiting patiently. I called the manager whose name was Paul to complain and he hung up in my face.

I felt like canceling my membership and credit card account. Their behavior was unacceptable and these guys should be questioned because they are giving the store a bad name. They should be ashamed of themselves for treating a Senior Citizen so rudely and unfairly.

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LG 50" LG Turn on & Off by It Self
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

COLORADO SPRINGS, COLORADO -- I send already a complaint on Facebook and someone answered me and ask me for my information. I never heard back from this person. I bought since 1999 at BestBuy started in NC and later then here in Colorado Springs lots of Computer, Laptops and Stereos. My LG TV 50" still turn on and off by itself and lately the voice is sometimes gone. I got a Warranty until September 2021. I called and I got told my Warranty has been canceled. I did not canceled anything. BestBuy need to stay behind their Products that they sell. This is not the way to treat your long-time Customers.

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Horrible Sales and Follow Up Treatment
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LEXINGTON, KENTUCKY -- DO NOT GO TO BEST BUY! Especially DO NOT use the Geek Squad!!! Should be named "Worst Buy," I went in on Sunday, September 23. Everybody was really nice when they sold me a TV and Complete Geek (Freak) Squad service. Then I called the Freak Squad and asked for assistance on an app. I was then transferred through 5 levels over 2 1/2 hours. Someone took over my computer and spent the time wandering around. The Freak Squad member than proceeded to blame the problem on the app. So I was left with no help. This did not satisfy me so I called back and the person wanted to start all over again. Said he could not access the previous 2 1/2 hours notes. When I acted frustrated, I was hung up on. I tried calling back three times with the same results. So I tried calling the actual store, someone rudely told me to call 1-800-Best-Buy and then hung up the phone on me. So my wife and I went back to the store to speak with the manager. The manager was rude and could not care less about us as customers. So we cancelled the whole purchase! The next day I got online with the app. I am not computer literate but in 15 minutes fixed the problem I was having. The point is the Freak Squad was not even close to properly diagnosing the problem. It was something else completely. STAY AWAY AT ALL COSTS!

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Awful, Keeps Getting Worse and Worse
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MILWAUKEE, WISCONSIN -- I brought my laptop in to Geek Squad and left it with them. They fixed the problem I had, but left me with a new one. The keyboard backlight wouldn't turn off. I took it back in and left it with them to fix. I just got it back and the light turns off now, but what did I find? They deleted my browser and all my bookmarks with it! Everything I've saved to it this year is gone! Everything. Not to mention that the scroll and all multi-fingered gestures aren't working now either.

(By the way, the online remote services aren't much better. Many times I've been telling an agent what the problem is only to find that they skipped out, never to be heard from again. Then I have to wait in line again for another agent and hope they don't skip out either.)

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11-9-15, Told Motherboard Crashed, Tried to Sell Me on New Laptop With Their Financing. Small Local Store Fixed It That Very After
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GAINESVILLE, GA, GEORGIA -- (11-9-15 @ 1:15 pm, Gainesville, GA store) Tech spent about 5 minutes trying to figure out why it would not power on and told me it was probably the motherboard. He could not be sure because it would not power on. When I asked him things like how much the motherboard would cost, he said "You don't want to know." It seemed like he just wanted to talk about buying a new one and their great financing.

I decided to leave and come back and see a different tech later. I passed a small repair shop on the way home and he said it was the loose fitting where the power cord plugged in. I paid 700 dollars for this laptop less than 3 years ago and resent what that tech tried to pull over on me. I paid 99 dollars for their support deal just to find out they were trying to scam me. Very disappointed!

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No Working Washer - 3 Weeks and Counting
StarStarStarStarStarBy -
Rating: 5/51

MINNEAPOLIS, MINNESOTA -- Our call for warranted service was ignored. After follow up, Geek Squad finally got random subcontractor out. He said it was un-repairable. Not hearing anything for a week, I called Geek Squad. No information. Subcontractor said he couldn't get a hold of a real person to submit his report so he sat on it. 20 calls and 10 hours on the phone trying to get help, still no help. In the end, we finally learned no report was submitted, so no fix or replacement. Still waiting. I would rather pay for a new washer than deal with these people ever again. Awful support.

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Horrid Business
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORENCE, SOUTH CAROLINA -- We took our PC to BB to have a repair and they never called or (e)mailed. And when we would call they say one thing or another. Never that they had sold or destroyed it, that is until I sent a complaint to the Better Business Bureau. Now they are only offering $300 for my pretty new $800 computer. They are now saying we abandoned it which is not true. We called numerous times and even went to store only to be given the run around. Even corporate lied to us and the BBB. They gave us 6 days to accept $300 and we aren't even in town. This is UNACCEPTABLE!

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Continued Charging Although Requested to Cancel
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

After carrying the protection plan for a few months, I had called to request canceling the monthly renewal back in Jan. 2013 and was verbally told it would be cancelled. Despite that - my card has continued to be charged for the last 18 months!!! I called again in June, 2014, to again insist on canceling and to insist this time getting confirmation in writing. They gave me a reference number (since they cannot send out an email confirmation) - it should be cancelled now. However, they deny there was any previous request received and refuse to refund prior payments.

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Best Buy Geek Squad Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 34 ratings and
85 reviews & complaints.
Contact Information:
Best Buy
7601 Penn Ave. South
Richfield, MN 55423
1-800-369-5050 (ph)
www.bestbuy.com
cr@bestbuy.com
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