LA
Leslie Anderson
Apr 9, 2026
If you’re looking for a miserable experience that includes frustration, a ton of wasted time, and zero accountability — try working with these guys.
I brought my iPhone in for a simple issue (calls going silent for 10–15 seconds) under an Apple warranty. What should have been a quick fix turned into several visits within a multi-week ordeal all due to Geek Squad and their incompetence.
Initial visit: after an hour and a half, I’m told they need to order a part and will call me when it arrives. Easy enough. I’m told once it’s in, I can just stop by and it’ll take 15–30 minutes.
Fast forward: I get the call that the part is in. I was booked up the rest of that week and got sick the following week, so I was unable to get to the store. The following week I get a text stating, my "device is ready - click here to schedule an appointment "— which I do. I show up, sit with a tech for another hour, and then I’m told… they "sent the part back to Apple because it wasn’t installed within 5 days of receiving it." No one bothered to mention that timeline when they told me to “just stop in” with my phone. The manager’s explanation as to why I got a text telling me to schedule an appt? That’s just how their system works when they “clear things out.” I asked if he could see how that's a bit of a problem, he nodded but that was it. No solution, no ownership — just a blank stare.
Round two: they reorder the part. I'm left a voicemail telling me the part is in. I call and schedule an appointment and when I arrive for said appt, I’m told I have to leave my phone for THREE HOURS — not the 15–30 minutes I was originally told. Annoying, but fine, whatever.
3 hours later, I come back, grab my phone, and head to my car — only to realize it’s been completely wiped. No mention of this. No warning. No heads up. And worse, I have no service — my phone is stuck on SOS.
So I walk back in expecting them to fix the issue and they casually tell me I now need to go to a T-Mobile store to reactivate my eSIM. It’s 6:30PM the night before Easter. Everyone knows what it's like to walk into a phone service provider store without an appointment. At this point, I'm PISSED.
I drive a few miles down the road to a T-Mobile store, where there’s an hour-and-a-half wait and no guarantee I’ll even be helped before closing. At this point, it's 7:00 on a Saturday night. The last Final Four basketball game is just starting and I had plans to go watch it with friends, who I now can't get in touch with because I have no working phone. While standing there getting my name onto the waitlist, I notice something else: my screen protector is now cracked.
At this point, I’m beyond frustrated. I go back to the store, ask for the manager (same one as before), and explain my frustration with everything — the appt issues, the wiped phone, no service, cracked screen protector, and the complete lack of communication.
His response? “Yeah, that’s our bad", and again, the blank stare.
That’s it.
No solution. No urgency. No genuine apology. No attempt to make it right — just more staring.
Because of their lack of communication, I was left without a working phone (which I rely on for work) heading into a holiday weekend. I ended up spending over an hour and a half at T-Mobile (thankfully they were able to work through that wait list and get to me) and two full days restoring my phone, contacts, pictures, apps, etc...
This was a disaster from start to finish. It wasn’t just inconvenient — it was a complete breakdown in service from beginning. Unfortunately, this wasn't my first bad experience here — but it will be my last. I will never again put my trust in Geek Squad operating out of this location.
