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.

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.

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.

I shop at Best Buy when I'm having difficulty finding what I need elsewhere.

Order my Fire Stick and got it in two days no hassel

Products are shiped on time. Packaged well and in good shape. Sometimes good deals.

Great

And over priced!

Always got item on time

Easy to use