Best Buy

Reviews

• TP

  Toby Plowden

  1 day ago
  2.0
  Got a quote for trade-in online for a PS4 Pro to buy a PS5, website said $150, valid for 15 days so I took a screenshot. Two days later they only offered $75 for trade-in. They told me there was nothing they could do in-store and to contact the trade-in team by email. The trade-in team sent a reply saying I had to deal with it in-store. Whatever... I'll just use Amazon
• MM

  Maria

  3 days ago
  1.0
  This employee needs to be talked to. I don’t know if she’s a manager but I believe her name is Malaine or something. I went to purchase Pokemon cards and they had mini tins. Each mini tin has a different design so I asked which designs they had. Mind you, there was ONLY TWO left. She huffed under breath in an irritated tone saying “I’m not playing this game”. Like excuse me??? It is YOUR JOB to help customers. If something as simple as checking the artwork design of a product to inform the customer of their available options is that hard for you to do, then get a new job. I’ll be reporting to corporate.
• HL

  Holly Looya

  5 days ago
  5.0
  Yesterday at the Tucson Wetmore Best Buy, I got very dizzy and lightheaded and I ended up on the floor and hit my head on a bottom shelf. Julia, who was waiting on me, handled it beautifully and graciously. Within seconds, several other team members were crouched down beside me, asking me questions and offering medical help. I tried to stand up and went down again. I waited a bit and a sweet young man named Vick offered me a wheelchair and said he would help me check out. He said he would take me to my car and we had a nice chat while he pushed the wheelchair and assured him that I wouldn’t leave until I felt fine. He also gave me a bottle of water. I am so grateful to Julia and Vick for their kind and empathetic handling of the incident. I sure hope Vick and Julia are recognized for their exemplary customer service. They never left my side. God bless Julia and Vick and all the others who stopped to help!
• SG

  Sharon Greenspan

  6 days ago
  1.0
  Update 2: brought the laptop back to try and get software reinstalled - OS got corrupt. Not sure if laptop is fried. UPDATE: See their reply below - makes my point. Nothing in there to show empathy or a desire to make it right. They have my name, location and membership level..they could look up my record reach out to try and make it right. Instead they want me to do more work. Reviewing the company - not just this store. I have used this store and the one on Broadway in Tucson. Overall, some Geek Squad staff know what they are doing. Some don't. They never actually *show* what has been done when picking and often change things, like installing a new default browser. Here is my review for 2025: 1. My laptop got a blue screen. I brought it in and told them I wanted the same specs in a new laptop. Two employees looked it up, sold me a laptop and Total Membership (most expensive Geek Squad service) saying it made sense so they could transfer and set up new laptop. Upon picking up, Geek Squad staff informed me that the new laptop memory was totally full. Uh....my previous laptop was only half full, so clearly they sold me the wrong item. Had to buy ANOTHER laptop, get the first one scrubbed and returned, get everything transferred to second laptop. Only a couple of files were transferred and it took several visits to get it done right. 2. Took my 90 yo mom to buy a Chromebook and printer. Worked with a salesperson. After describing needs, he recommended products (which we bought) and said I could get $50 trade-in for my old laptop. I could not get the Chromebook to see the printer. After a few sessions with Geek Squad online, I ended up having to go the store. Tech spent over an hour on it and said the printer was not compatible. Another return, another purchase and I was also told I could NOT get the rebate for my laptop due to the type of Chromebook I bought. Uh...YOUR SALESPERSON gave me that info. Crappy that the store would not honor their word. Crappy that the SALESPERSON sold me incompatible machines. 3. Bought a TV. It worked! Shock! 4. Bought an external hard drive. Could not get it to back up correctly. Online Geek Squad claimed to set it up and it still did not work. I tried chat but did not want to type the whole history and asked them to call me (they have in the past). They claimed they could not call. Made an appointment at the store. Spent a FEW HOURS and they said that I had to purchase a subscription to use the hardware. Uh....no (and if that was true, why did online GS not mention that?). Then they said that Windows 11 could not use File History and the HD would only take an image of my computer, not back up and allow access to actual files. Then they researched and said if I exchanged it for a different HD by a different manufacturer their software would allow access to individual files and a 5 year subscription was included. We did that. I spent 3.5 HOURS IN STORE and in the end they said, no, it would only take an image of my laptop and if I want individual files I have to click and drag every file. So this entire fiasco cost me almost a whole day. I was angry and asked to speak with a store manager. I was told they did not have a manager and was offered an assistant manager. Ok. I explained the problem, remaining calm, and asking for some kind of compensation. Especially after the 3.5 hour stretch which was exhausting. He looked at me and simply said "we can't just offer a gift card to anyone who is unhappy." That just demonstrates the entire lack of caring for a customer. No empathy. Yesterday I tried to open a file on this laptop and suddenly a piece of software is not installed. It worked fine before the HD fiasco. WTH? Now I have to spend MORE HOURS at Geek Squad. At this point I feel like I should be on payroll for all the hours I'm spending there. And they definitely need a complimentary cafe! I wish MicroCenter would open in Tucson. They are coming to Phoenix and hopefully that's a start for them.
• VC

  Vinicius Da Cruz

  Dec 30, 2025
  4.0
  *** update - customer service did the right thing , honored the price and advised they would use this as a coaching moment, issue was resolved same day , updating to 4 stars*** Helping my 10yo build a racing sim for his PS5. We needed Gran turismo 7 ($70) Vr2 for ps5 (400) and a nice racing wheel set up. Because they carry some wheels in stock we decided to go in person. To my surprise they had a nice higher end wheel/pedal as an open box for $409 , ($68 bellow new) but was in stock ! The tag said excellent and had tape on it that read “tested geek squad”. So after about $1k buying the 3 items we leave the store. I must say the First Lady employee that helped us was a sweetheart. She let us look through the box and explained when it’s rated “excellent” it’s basically new no issues and fully tested / warranty. (This why the 2 stars is not I’d give 0). I’ll fast forward here … later in the day after we wind down we set it up and bammm wheel is completely innop , does not even power on. Next day is what blew my mind!! I go back into the store and walk to the customer service counter. The minute this “Service manager” walks up i could tell his attitude was off. I explained that the wheel was faulty and that i had been told was tested , like new and under factory warranty. He repeated what i was told day before , because its rated excellent it’s fully functional , and tested he went on to suggest was improper install and told me he could test it “right now”. It’s tricky to try narrate a “vibe” but the unwillingness to empathize of this individual (I’ll share name w proper supervisor shall they inquire further) was wild. Anyways i told him to test it and he disappears with the wheel. As i waited, another employee at the counter starts helping an elderly gentleman that was behind me. He advises her he had an appointment at 720 for a screen replacement, she seemed flustered but walks over to the geek squad counter (all close to one another) and talks to the tech. She then comes back embarrassed and tells the gentleman that they are very short staff and they are currently very busy. Old man softly asserts that he has an “appointment” and she proceeds to tell him he needs to reschedule. Simultaneously an attractive young lady walks straight to the geek squad counter, that same tech asks her if she had an appointment and she replies “no” and proceeds to express she though something was up w her PC and was hoping they look at it. I saw this tech look towards the elderly man at the customer desk then back at the lady and say “just hang out right here I’ll take care of you next”.. so this “walk in” just trumped this poor man that clearly drove in for his “appointment”.( I hope the right supervisor reviews camera confirming the above, not making this up for slander) From the abyss comes the geek squad service manager with my wheel “i couldn’t confirm it is faulty, but on my notes this was never tested” … sir ? What you mean you couldn’t confirm was faulty , did you plug it in and see was dead ?? “I mean well yea it doesn’t power on” … okay so it’s confirmed faulty... So if was never tested and someone returned it why would it be sold as “excellent” and taped all over “tested “ . I trusted the process and was mislead. So i asked him if they can warranty with the manufacturer and send me a replacement. He advised he could not that i would have to do it. The other store had the wheel for $68 more .. he advised he could just refund me and i could go pick the other one up. I was super taken back, he basically confirmed they never tested , yet was advertised “tested”… confirmed was faulty.. and his resolution after me spending $1k at this store was if i was unhappy he could just refund me for everything. Zero effort to try and salvage a customer relationship, perhaps price matching the one they had in-stock at the other store , to offset their mess up …. This was an individual with the title “manager”…

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