Best Buy — Local services in Short Pump

I’d like to share the overall experience I had recently with the Geek Squad located in the Best Buy at 11200 W Broad St, Glen Allen, VA 23060 I recently took my dads desktop PC to geek squad for them to service his equipment. For the last year or two I have been using geek squad in Best Buy at 11200 W Broad St, Glen Allen, VA 23060. I used to go to Best Buy on brook road, but there customer service has dropped significantly. Since I’ve began using the glen allen location, I have been completely pleased with there service in that department.

Last year in February 2024, my aunt had a hacker tap into her computer and tried to scam her Wells Fargo account while she was logged in. Luckily, she unplugged it quickly to stop the hacker, after that happened, I took it to geek squad and had them service her computer to run virus scans and security or w/e to make sure her pc was clean. Unfortunately, whatever the hacker did, it fried everything, and her device was corrupted and lost it all.

This is where I met Chris Smart, Justin Jacobs, Patrick Harvey and a gentleman named Kendrick. When I was there during the appointment they all were present and tried to provide feedback and support, to try and help me. Their teamwork in assessing what had happened was amazing. Chris and Justin took charge and tried everything to try and save my aunts files and documents on her pc. Her pics, excel, word document, programs, etc. They were determined, patient and went through hell to try to save anything. I was at the appointment for about 2 hours and made a few trips back up there with them that day and their communication was 100% customer satisfying. They called, texted and talked me through step by step in detail, but in the end, all was lost on the pc. There was nothing else they could do, but I couldn’t have been more grateful for their support. After my aunts pc was a complete loss, they helped me set her up with a new pc, laptop and equipment.

Just recently Patrick and Chris helped me again, as I mentioned above with my dads pc for the virus scans and cleanup. Once again, the customer service was just as excellent, my dad and I had a detailed list of all we needed done on the PC and anything specific we wanted to make sure did not get lost, deleted, moved or changed. Patrick and Chris were all over the project and were receptive to our expectations and requests.

At my pickup for my dad’s PC, Justin helped me verify all of the outlook accounts were working accurately and on the correct server. He was patient and helpful and didn’t mind allowing me to ask any questions and confirmed sending and receiving was responding. While Justin was doing some diagnostics on the PC, Kendrick was talking to me and another customer very respectfully and was very mature to us both. I have worked with Kendrick before, and he is also one of the best team members in this department as well.

All in all, I highly recommend the geek squad team at Best Buy at 11200 W Broad St, Glen Allen, VA 23060, to assist with any of your devices, equipment and support. The whole team is helpful and gives great customer service, but if you want from personal experience, ask for Chris Smart, Kendrick, Justin Jacobs or Patrick Harvey. Since working with these guys for the last year or two, and now starting 2025 working with them, I have yet to leave their store as a unhappy customer. I hope these guys to not relocate, because I really appreciate all they do. Their people skills and morale make it seem they are happy where they are and don’t mind showing up to work every day willing to help their customers.

I am honestly grateful for that, because nowadays it is hard to find employees with that work ethic. Keep providing excellent service guys and thank you again for all you’ll do. To the individual or business that is listed as the verified owner for this Google Business Profile, please identify the names mentioned above so they are recognized for their outstanding...

I would like to start off by saying that I have been a loyal Best Buy customer for many years. My family and I have purchased numerous items from them in the past such as cellular phones, tablets, televisions, and laptops. In fact, the subject of today’s review is the same laptop. I had purchased this laptop a little under two years ago and purchased a warranty along with it in case of any mishaps that could happen. Unfortunately, one of these mishaps occurred in my last semester of college. Upon returning after the semester concluded, I returned to this Best Buy in hopes of having the small crack on my screen fixed as the item was still under warranty. Unfortunately, this was the experience I was meet with.

When I went to drop off the lap top I was initially told that while it was physically damage it should be no problem to fix and with the apple care that I had with the laptop there would only be a slight deductible if it was not completely covered by the warranty. They told me it would be in there possession for around a week and a half to two weeks then it would be returned to the store fixed and ready for me to pick up. So, I waited a little more than a week in a half, never hearing anything about the status updates of my mac besides the email stating that it was ready for pick up, so I just assumed that all was real. Unfortunately, I was completely wrong. Upon going over to the geek squad location to pick up my mac I had to wait almost twenty minutes before even getting acknowledged by an employee and once I was greeted by an employee there was confusion as to where my mac even was. Eventually, they were able to find it in the back room that they had already previously checked twice. Then once they found my device they told me that nothing was done to my device as it was “not covered by the warranty”, as there serviced had apparently called apple to check; however, this was never mentioned to me throughout the whole process. Not once was I notified about this, nor was I offered an alternative to fix my mac. Instead I was left with just a waste of time. I then asked the associate if there was anything I could do there to try to get the crack in my screen addressed there and all he could tell me as to try apple and that it would be more than $300 to fix. Additionally, the man that I spoke to seemed to not really care about the situation at all and seemed annoyed at me for the incident. After picking up my mac book I left the store and immediately called apple to see about this warranty and if it was covered in my apple care program. I explained my situation to the kind gentlemen working in apple’s support team and was explained that my incident was covered by my warranty I would just have to pay a $99 fee to fix it, which is vastly cheaper than the cost of fixing it without the warranty. Overall, I am astonished at this incident. The complete lack of communication and customer service I was meet with is quite alarming. I am just seeking to resolve this situation and I hope that it can be resolved. As I said before, I have been a Best Buy customer for a long time, but this has definitely been a...

I, like many others, have spent thousands in Best Buy in just the past year or so. I enjoy my times going to Brook Road and loath my times going to this location. Today’s instance started off with me walking up to the customer service desk to do an exchange. The Associate responded to my, “Hello” with, “This a return?” Just like that. I’ve dealt with this associate a handful of times and I wish I could recall even one positive interaction. I responded with, “No, I would like to exchange it for another item.” The associate quickly and may I add “aggressively” responded with, “Well go over to the PlayStation department and someone will meet you there.”

I waited for 3-5 minutes. Noticed another associate walking by and asked for assistance and they waved me off while walking towards the back. Another minute and a half pass by and I see another associate. I ask him for assistance and he also denies me service. Then, maybe another minute passes by and a fourth associate finally came to get me the item I wanted and walked back up to the customer service desk. The very first customer service associate at the desk was texting or doing whatever to her phone when I was about 8 feet away and the associate looks up from their phone and makes eye contact with me. I got cut in line and the associate had no issues with that. I stood there for yet, another few minutes, then the Customer Service Associate lifelessly rung me up, crassly asked me for my phone number, inspected the item I was exchanging for about a minute, then I left. Out of the thousands of dollars and multiple visits I’ve made to this Best Buy, I remember two positive experiences. This exchange of a controller should have taken 3-5 minutes, but no. It took significantly longer because everyone is lazy, hates their job, hates me or everyone else around them, addicted to TikTok, and dumb customers like me suffer for it. Oh, you want to buy your little $400 office chair? Why don’t you wait around so I can find someone that will ring you up. Oh, you want an iPhone and want to pay cash? Sure, let’s take 2 and a half hours to complete the process. Oh what’s that? You’re dumb and also want to buy a TV from us? That’s great, wait around for 45 minutes and have no one greet you. Then chase down an Associate for assistance and practically beg for them to take your money.

I’m the idiot here. Please, don’t come here and be an idiot too. You’ll end up wandering around, contemplating life and wonder why the hell am I even buying this dumb tv when I barely even watch it. Then BOOM, 45 minutes later an associate finally is willing to hop off tumblr or whatever...