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Posts: 1
Registered: ‎09-08-2020

Geek Squad In-Home Appointment Disaster


I booked geek squad for in wall home theatre installation and got an appointment for Sept 6 (8AM till 1PM window). I had some plans for that day but thought of giving this task a higher priority. Just to make sure about the appointment, I went to the store on Sept 5th in the evening and was told I will definately get a call at 8AM on Sept 6. First, I got no call from an agent till 9AM on Sept 6th, then I called customer service and was told the agent is in transit and will reach within the window. I kept on waiting and by the time it was 1, I talked to customer service 3 times (with wait time of >30 minutes each time) and got no help at all, only advise given was to wait. 4th time I wanted to talk to a supervisor or a manager but customer service team said we can't get you in touch with the area manager and asked me to go to the store instead and again got no help. Finally I had to drive 40 minutes to get to the store. They said they cannot do anything about it but only reschedule it (as if my time has no worth) . I wasted my whole day waiting for the agent but never expected this from best buy. 

Then they scheduled me for September 8th (I had no other option) and window provided was 12-8PM. And can you believe no one showed up again!!!!!!! This is crazy and unbelieveable. How can I expect such horrible service from best buy!! I have no idea what to do now. I have called customer service 2-3 times today, did online chat with the agent online and no help at all (only answer is wait wait and wait). So so unprofessional, really disappointed. Please suggest if you have a suggestion what to do next.

Posts: 2,581
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Registered: ‎10-19-2017

Re: Geek Squad In-Home Appointment Disaster

Hi there, ArshRandhawa,


Thanks for sharing your experience and bringing this to our attention. Time is precious so it’s disappointing to hear that the agent didn’t come when they were scheduled.


While I cannot change what has gone before, are you still in need of assistance in this matter? If so, I’d love to take a closer look at what may be possible going forward. Please send me a private message with your full name, phone number, email address, and order number. When logged in on the forum from a PC, you should see the blue “Private Message” button next to my signature below this post.



Kayla|Social Media Specialist | Best Buy® Corporate
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