RA
Raymond Ahedo
Jun 9, 2026
I have never experienced such atrocious customer service in my life. If you need tech help, avoid this Best Buy’s Geek Squad at all costs, specifically because of their supervisor, Dalton.
Whenever there is a line of customers waiting for help, you can bet Dalton is off to the side chit-chatting. He will literally make eye contact with the people waiting in line and then just turn around and disappear into the back room. When the staff actually tries to get him from the back because people need him, he’ll poke his head out with literal crumbs falling down his face and shirt, complaining about how he’s "on a lunch break" or "on another break." We’ve called multiple times, and he is always supposedly on some type of break and doesn't want to come to the phone. When I finally waited on hold long enough for him to get on the line, he was incredibly rude and dismissive. Dealing with this guy is a massive pain in the ass, and he does not help at all.
The absolute worst part of this headache was the drop-off process. Dalton and his staff took over $3,000 worth of equipment from me when their system was apparently "down" (but conveniently, only down for me). They expected me to just trust my expensive gear in their care with nothing but a non-descriptive piece of paper slapped onto my items, held together by a flimsy piece of painter’s tape. When I pointed out that painter's tape falls off all the time, Dalton just dismissively fired back, "It's not going to fall off."
To make matters even worse, it took them five days just to actually get my laptop entered into their system. When they finally did, I found out they were trying to charge me a $100 deductible because they processed it under the Best Buy protection plan instead of the manufacturer's warranty. My laptop was still well within the warranty window, and even the Geek Squad rep agreed it should have been covered. When the rep asked Dalton why it was processed wrong, Dalton didn't even have the professional decency to address me directly. Instead, he leaned in, whispered into the rep's ear, and just walked off. The rep then had to relay the message that it was processed that way because the "case was damaged," implying I had dropped it. I was absolutely furious as I have never dropped my laptop!
After waiting a full month and a half, they finally told me it was ready. I showed up to pick it up, and the laptop wouldn't even load past the boot-up BIOS screen. The rep at the counter was seriously just going to let me leave with it like that! I told them, "Absolutely not!" They had to call over a more technical rep, and it took her over four and a half hours, and getting other techs involved, just to actually fix the issue.
While I was sitting there waiting for those four and a half hours, I watched multiple other clients leave furiously because their devices were handed back to them with their exact same issues still present or completely unfixed.
I used to pay $200 annually for the Best Buy membership specifically for the extra care and peace of mind. After this completely awful experience with Geek Squad, their overall incompetence, and Dalton specifically, I will be canceling my subscription. Save yourself the headache and take your devices anywhere else.