Best Buy — Local services in Ankeny

Worst customer service!

On July 27, 2024 I dropped my laptop off with the Geek Squad because I feared I’d downloaded a virus. My cursor was moving on its own and opening up programs. I was told I didn’t have a Best Buy Total membership, but if I purchased one, the cost the remove the virus and any other issues included with the product would be free. I purchased it for $190.79. On July 29, 2024 I received an email stating my laptop was ready for pickup. I picked it up and got it home. I noticed it was still having the same issue but tried to suffer through it. On August 19th I couldn’t take it anymore so I contacted the Geek Squads online support. They remoted into my laptop and did a virus scan. They said the issue was fix and closed the ticket, but soon after problem continued.

On August 25th I reached out the Geek Squad online support again to see if there was something more they could do. They did the same thing, remoted into my laptop, ran a virus scan and said everything is okay. The issue still was there so I immediately scheduled yet another appointment with the Geek Squad in the local Ankeny store. On August 26th they emailed me to say it was ready for pickup. When I arrive they said the fix was to turn off my touch screen?!! How is that a fix? So when I turned the touch screen back on, the problem was still there. I then returned back to the Ankeny location to let them know the issue was still not resolved. They checked in my laptop and by August 28th it was ready for pickup. I picked it up and AGAIN it was not fixed. I took video of what was happening because I wasn’t sure if they knew or not. I felt like I explain the issue very well, but they kept giving me back the laptop with no resolve.

This time they charge me 67.96 for them to replace the trackpad, but it would need to be sent away to their service center and I wouldn’t get my laptop back for a couple of weeks. On September 3rd I received an email stating they would need an additional $88.35 to complete the service. On September 9th I received an email stating it was ready for pickup. I picked it up on September 10th, but looked at the laptop before leaving the store and it STILL was not fixed!!! They then returned it to the service center which took another two weeks to get back. They called and I went to pickup up the laptop. This time they’d rolled my laptop back. All of my programs were gone. I was not made aware they’d be doing this. But luckily everything was backed up.

This experience was the worst customer service I’ve ever received from any company in my life. My husband and I spoke with a manager, Kris Dugan a few days after we picked up the laptop on the phone who agreed to refund the total amount spent on the touchpad that was not replaced the first time the laptop was sent to the service center. We appreciated that jester, but the amount of times we had take the laptop in to be serviced was just poor customer service and knowledge of...

I was going to be purchasing a laptop that was on sale. Online I noticed that for this particular laptop college students could get $100 off. I thought it was a great deal. After signing up for a Best Buy account I had to sign up for the college deals as well. Did that, it was taking a long time. I was under the impression that the email for the college deals was supposed to go to my student email. So I was waiting for at least 20/30 for an email that went straight to my spam in my personal account. That's besides the point.

One of the managers that was supposed to help with the lost email predicament said the F word in front of me as he was explaining the college student coupon to me and an associate who had tried to help. Super unprofessional but whatever. At no point in time did he tell me that I could not use the college coupon with the laptop that was on sale. In fact, he was telling me the exact opposite. He told me to buy the laptop now and bring in the college coupon email later and I would be refunded the $100 plus tax. So I did (I actually had to buy it through the Ankeny location and drive all the way to west Des Moines to pick it up because they were out of stock).

Anyhow, I picked up the laptop at the WDM location on Saturday and today (Tuesday) I went in to the WDM location to get my $100 back on my card after I had to call the Best Buy help desk for my missing email.

The customer service lady seemed very upset that I was told that I could buy the laptop and after the fact bring in the coupon. "They're not supposed to do that" is what she said when I told her multiple people told me I could. So obviously they need to get it together and decide.

Long story short (😂) I wasn't supposed to be able to even use the college coupon on the sale laptop. AT NO POINT IN TIME DID ANYONE TELL ME THAT. 2 associates, 2 what looked to be managers, and the customer service lady. Thankfully they still gave me the discount!

The two pictures I added are examples of what I saw online that is VERY deceiving. It looks as if the laptops are on sale and college students get an extra $100 off (Not every laptop had the little college banner above it, only select laptops). Also, I was not aware nor did I find any small print until I got the actual coupon emailed to me after I signed up for Best Buy rewards and the...

3-18-25 UPDATE: Stopped in today for a simple GPU power supply cable for an EVGA PSU to a GTX 1070 FTW They did not have one in stock. I was advised to speak to Geek Squad whom was busy. I was hopful to at least get the address of a place I could pick one up. Long story shot the geek squad tech went to the back room for a few them came back and made the statement that he had called his manager and apparently he can't just give me a cable because if I plugg it in and it was the wrong one my computer would just blow up... Now I've done IT for over 30 years. I did actually laugh out loud in the geek squad techs face in front of everyone. These are proprietary. I would literally have to strip the ends off and cross wires to which I wouldn't need a cable then. I don't know America you tell me, look at the cable I have. Would it just not plug in? Or would it plug into anything and blow things up? I'm pretty sure I was lied to. Or worse the geek squad guy didn't know what he was talking about however I would hope that wasn't the case. Again I came to the counter for a local address or repair shop as I wasn't from town and this is my local best buy that I've been coming to for years since before Best Buy started phasing themselves out of existence. I think this is my last straw. I'm even cancelling my credit card. I'm not playing your new e-commerce you told me today to order online. Which meant the big A... We all know it's faster. I haven't been able to build a computer, car stereo system, smart home, nothing for a customer for over a decade anyway today was just a nail in th3 coffin during a time that we all need reasons. Thank you so much for not caring. I just wanted an address.

Store was very clean and laid out nicely. The people were very nice and helpful. I bought a new phone and it has...