Best Buy — Local services in Knoxville

On October 7th, I turned in my computer to the Geek Squad because the RAM was corrupted, and possibly other components too. I was given a repair window of 5-7 days. I told them if the RAM was beyond saving, if they can let me know and I'll buy new RAM and give it to them. They said they would find out and call me.

Day 8 comes, and I've heard nothing. On day 7, I tried calling the store, but turns out that there is no direct line to the store. Only to a call center out of state. The representative said they'd email and store and they'd get in contact. They didn't. I went to the store on day 8 and spoke to the manager and asked for an update. She said they were still working on it. I said I knew the RAM was corrupted, so I asked her to ask if I needed new RAM or not. She left, and 2 minutes later came back and said I need new RAM. I purchased it, left it with them, and waited.

Day 14 came, and I called the call center again to try and reach the store. They called, but no answer. And said that they should call me back. They didn't.

Then a few days later, I get a call that my SSD is also corrupted, and would need to be replaced. I bought it, and they said they'd install it. I asked how soon it would be ready, and he said "Today or tomorrow". It wasn't ready until 4 days later.

When I get the call 4 days later that the computer was ready, I asked specifically if the data was backed up to the original state, and if everything was fixed. He said yes on both accounts. I went to the store immediately and picked up the computer.

I brought it home, and nearly everything was gone except for a few remnants of old programs and some files. No programs fully carried over, no bookmarks, no settings, no profiles. Almost like it was a new computer, but worse.

After restarting it, I got a BIOS error, and after shutting it down, I got a memory error. I was also locked out of my own external hard drive I left with them, and the cord also came back damaged due to how they wrapped it while it was plugged in.

I went to the store later that day and was told that programs don't get backed up, and that I should look for the Geek Squad folder and transfer everything to the corresponding files. I found the folder, but it was just text documents of lines of code, with no corresponding files on my PC. So I was back to where I started when I first brought it home.

After countless phone calls to the call center, I got a refund of $25 out of $192 for the horrible service and headache, despite not getting the computer back until 20 days later, and still having issues. It likely would have been longer than 20 days if I wasn't proactively involving myself in the process.

The call center also called the store four times while I was on the line, over the span of 10 minutes, trying to get a hold of them, to no avail.

I also got a Geek Squad appointment finally set up for free to fix what was supposed to be fixed for the next week. Iwas given a window of 7AM-7PM. I woke up early to be ready, and they never showed up. Then, 2 hours after the window expired, I got an email that my appointment was cancelled because my hard drive damage cannot be fixed outside of the store. But my appointment wasn't just for the physical hard drive issues. It was also for software issues with the drive, restoration of my files, and resolution of the error codes.

So now I have to be on the phone for hours again trying to get an appointment. This issue has been going on for almost a month so far, and likely will stretch into two.

Never use Geek Squad. You're better off using some dude's services on Facebook...

Went into the store to buy a new computer. Decided on an iBuyPower tower that cost $1,500. Was sold the yearly geek squad for $200, because I was told it came with lots of benefits, including 24/7 help from geek squad.

Not even 4 months later and my computer stops working. I call them, and get told that I will have to bring it in to get it looked at.

So I drive over an hour to bring it in. As soon as I go to check it in, the person helping me says that my CPU is KNOWN to be giving people problems. That they themselves had to replace the exact same one, in their computer.

Geek squad then calls me days later to tell me they think it is my SSD, and that I will need to buy a new one. I asked if I could simply just return the computer and was told no.

So I give in and say I will buy a new SSD. For them to call me back and say it is not my SSD, but my CPU.... And that they would recommend me paying the $100 deposit to mail it off and have the part replaced for free. And that it will "only take 2-4 weeks"...

And when asked why I should have to pay more money, and now have to wait up to a month to get my computer back, why I can't just trade it out or return it, since I have only had it for 4 months. I was told that mailing it off was my only option.

At this point it has been two weeks since they have had my computer, I have tried calling anyone I could to see if they could help me.

I even called iBuyPower and they sent me an email asking best buy to just refund me as if I sent it to them, it would take well over the one month quoted to fix it.

Still, no refund offered.

So I give in and drive down to the store, pay the $108 fee to mail it off. Only for the next day, to receive an email and text saying my computer is ready for pick up.

Confused I called trying to get a hold of geek squad (you know, the ones I paid $200 to be able to talk to), to be told I CAN NOT be transferred to them to talk to them. That according to their records, my computer can't be fixed. And that my only options now are to wait for them to call me (still waiting) or to drive all the way back to the store.

So now I feel like I was just ripped off $108 for them to never even mail my computer off.

I am in $2,000 for this computer (not including the two expensive monitors, and head phones I got from them on the same first visit).

And I have nothing to show for it.

If I can get a response or a refund for the tower. Then I might take this down or change it. But as of now, I have no reason to recommend ever buying from here.

If you have problems, you will never get to speak to someone in the store, unless you drive all the way back. And if you are sold a computer that their OWN employees are saying have bad parts in it, they won't do anything to...

Absolutely unacceptable customer experience — $12,000 order mishandled for 4 months

My husband and I placed a $12,000 appliance order with Best Buy back in March 2025. Originally, our appliances were scheduled to be delivered by April 7. We understood when there was a short delay due to our home renovations — no big deal. However, things quickly spiraled.

Weeks passed, and only part of our order was delivered. When the vent hood finally arrived, it was damaged. We returned it and were told a replacement would be sent. When the second one came in, it too was damaged. Best Buy apologized and assured us they’d personally ensure the third one was handled with care. That one also arrived damaged.

Now three damaged vent hoods in, we were understandably frustrated, but we continued to wait. For the fourth attempt, they shipped it from Chicago instead of locally, claiming it would be more reliable. Today is July 7, nearly four months later — and again, no vent hood. We got a call from Best Buy telling us it had been damaged in transit yet again. They said a manager would call us to discuss options. We waited seven hours — no call.

My husband called back before the store closed and asked to speak with a manager. While expressing his frustration and explaining that our kitchen has exposed wires and looks unfinished, the manager hung up on him. He called back and got another manager, who told us the vent hood wouldn't be available until mid-September and that it would be “smarter” if we just picked another brand.

This is not a simple “pick another one” situation — we purchased the LG Studio matte white appliance package with gold accents, which is not easily interchangeable. A different hood would clash and make the entire kitchen design look disjointed.

We've made other major purchases from Best Buy in the past — TVs, mounts, electronics — but we won’t be back. We’ve both worked in customer service and understand that delays and damages can happen. But four damaged units and a management team that won’t take responsibility or offer meaningful solutions shows that customers are nothing more than a receipt to them.

We were treated as if our time, money, and loyalty didn’t matter. If you’re considering making a large purchase from Best Buy — especially something customized — I urge you to reconsider. This experience has been nothing short of unprofessional, unacceptable, and incredibly...