Geek Squad — Local services in Lafayette

I rarely write negative reviews because, honestly, I don't know if it makes any difference to the business. So, this is for the other customers out there, hopefully our experience will help someone else.

My husband is a Baby Boomer. I'm Gen X. So, we're not great with technology to put it mildly. We were having WiFi issues and a whole host of other things, so bought a Geek Squad package for someone to come help us get everything connected, etc. In January, we had 2 technicians arrive. They were great!! Nice people, knowledgeable, helpful, patient, thorough.. They needed to come back again at a later date to finish the job, and they did (about a week ago, in March). I wasn't able to be there bc I work full time during the week. So apparently another visit is necessary and my husband was told to have me contact our technician that evening to walk me through some additional things over the phone. Keep in mind my cell phone has not been connected to our WiFi since JANUARY. I am not a complainer. But I am very disappointed. He never responded to my 2 attempts to reach him per his instruction. He had given his cell number to my husband. I tried that evening, no reply. I tried a final time the next day. Nothing. I waited a week. So last night I got ahold of Best Buy customer care and explained the situation. They apologized profusely. They are sending someone else out next weekend. That'll be April. I don't know why our technician(s) ghosted us. I'm sure it's frustrating to deal with technology-challenged people such as ourselves. BUT that's kind of their job. And at the very least, he could have replied to call Best Buy and schedule with someone else, or something!! But to just leave us hanging, I am surprised bc we really enjoyed them and they were very helpful. The service would have easily been 5 stars had they finished our job, or even if they passed us on to someone else. But the total dropping the ball and ghosting is not just poor customer service,...

Gave 2 just because the first time they showed and installed mostly everything. The guy did install the doorbell camera wrong so our doorbell no longer works and we don’t know anyone is here unless they knock. The guy was suppose to call us the following day to schedule a day to install our outdoor cameras and we never heard from him. Called geek squad few weeks later and they said they would have him call us, again no call. So we called and scheduled for a day to have them installed by someone else. Well that day has come and they didn’t show. We called they said it was never scheduled. So they said they would call us back letting us know if someone could come out today or tomorrow... we never got a call so we called and now we are waiting another week to hopefully get them installed! They said they can not do anything else for us. We have had these outdoor cameras for 2 months now. They also did not acknowledge that their installer broke our doorbell. I definitely don’t recommend using geek squad. More of a hassle than anything. Sitting at home waiting hours for them to arrive and they never do then we get told they just never scheduled the installation. Save yourself the headache and money! Their services...

The Geek Squad was supposed to deliver my refrigerator to the second floor and install it. However, when they came over for delivery, they simply said they won't do it because it is not "safe" for them to carry it up. The delivery person called his manager. The manager gave me two "Options": 1. They unload the fridge at the parking lot and leave. 2. They take the fridge back to the store, and I reschedule the delivery when I figure out how to move the fridge up by myself! They did not have any equipment to carry the fridge, and I had to pay a significant amount out of pocket to have two men help me carry the fridge up to my apartment. The Geek Squad did not even bother wrapping a blanket around the fridge, and my arm got injured while I was trying to avoid the fridge getting scratched. When we managed to get the fridge to my kitchen, I showed them that the fridge is not leveled; they ignored it and said they can't do anything about it! All in all, a combination of poor quality and unprofessional manner. Maybe it is time for Best Buy to reconsider working...