Best Buy — Local services in Waco

So I have to brag about the local Best Buy and Geek Squad Team here in Waco. I recently tried to purchase a treadmill online with Best Buy. Unfortunately, the third-party contractor failed to communicate effectively and never showed up during my delivery window. Needless to say, I was very upset because I took time off from work to have the treadmill delivered and installed. In any case, the gyms were beginning to reopen anyway, so I ended up cancelling the order. I was also shopping around for TVs and home theater equipment and walked into the Best Buy to browse. I ended up talking to Daniel who was very knowledgeable and professional and recommended an in-home advisor appointment with Brandon. Brandon came out to my place and I explained what I wanted, and he basically ran with it. He made his recommendations for my bedroom, living room, and the extra bedroom which I was looking to convert into a home gym. I trusted his expertise and am glad I did. I explained my previous experience with the third-party contractor, and Brandon assured me that it would be Geek Squad delivering and installing the equipment. I was reluctant to take any more time away from work, but they were able to schedule it on a Saturday. Micha, Bear, and Shiloh came out and delivered and wall-mounted three large TVs, two consoles, sound bars, sub-woofers, and surround speakers. The amount of work they knocked out in one afternoon was absolutely impressive. They were all very polite and professional. I am not very tech savvy and would rather pay someone who knows what they are doing. I was so impressed, I went back to the store and spoke with Donny, the store manager, to rave about his team. I ended up ordering another treadmill (more expensive than the previous one as it was sold out) contingent on the fact that the Geek Squad would deliver and install it. Donny was able to accommodate my request and made this happen! Shiloh and Bear came back out and knocked it out of the park. Treadmill was large, heavy, and awkward to maneuver, but they executed flawlessly (hopefully, I never have to try and move it on my own). Micha followed up when I had technical issues with the speakers—a quick power cycle resolved it. I have a very restrictive schedule, but again the Best Buy Team was flexible and able to accommodate. All told, I probably spent close to 20k and would do it again in a heartbeat. Donny, I can’t thank you and your entire team enough. The service was outstanding and my experience with the Geek Squad, the warranties I purchased, and the technical support will undoubtedly earn more of my business...

Not sure where to begin, but here it goes. I had contacted best buy about getting my lap top fixed and they said no problem, bring it in on the day for my appointment I scheduled, I got there and was informed that they do not fix broken screens, and that they would have to ship it off to get it fixed, I was slightly annoyed with this but I said it was fine, it said estimated time would be 2 almost 3 weeks for repair and that once my laptop got to its destination that I would be getting a call in regards to pricing, I said okay that's fine. I got a messaged about it being sent off, then I had to go check and saw it had arrived to destination, the following day I went and looked again and saw it was in queue. The following day I saw that it was being sent back, I had recieved no calls about pricing or any indications that something was wrong, so I had thought my laptop was fixed. So i scheduled an appointment to pick it up, when I got there the guy brought out my pc in a box, wrapped up in a bag saying do not open. Here's the kicker, they told me my lap top had infestation inside and they couldn't do anything until it was taken care of, so at this point I'm pissed off because nobody communicated anything with me. After getting the still broken laptop my husband and I made a call to a repair shop that does cleaning and repairing of other electronics and we asked if they could clean out the supposed infestation. When we got to the destination I asked if I could stay to see how bad said infestation was and the guy said it was fine, he then proceeded to open my laptop and sure enough THERE WAS NO INFESTATION. It was hardly even dirty! He said the only thing that would need to be cleaned was the fans. So we then proceeded to pay another person to clean and fix my laptop, all because BestBuy claimed I had a infestation when I did not. I'm seriously not impressed. I will not be taking any kind of business through them again. If I could post a picture of the "infestation" I would. Unfortunately I cannot....

First of all let me say I train customer service reps so I am always paying attention to the service provided to me and my family everywhere we go. I am NOT a Karen nor am I quick to anger of get frustrated. I understand things in life happen beyond peoples’ control so no need to fuss at them and make their job any harder. With all that being said my experience with the Geek Squad here was very disappointing ( not laying blame on all geek squad personnel as I was only helped by a select few)- After I was told my laptop would have to be shipped off for repair I would need to answer ever unknown phone call to get the diagnosis. And I did answer but never got a call over a 2 week span. Just an email today that says it’s ready!?!?! So go pick it up ask the employee to plug up the charger to my laptop to ensure it was charging and holding charge. We stood there shooting the breeze as my laptop was supposedly charging. “Everything looks good you’re all set”. Got home laptop dead (wouldn’t come on at first). And the charging port was glitching so waiting to see if it’s going to charge after I was told “it looks good”. I certainly don’t condone the behavior of a Karen at all but I can see why a normal rational person could get upset because they were told something that wasn’t true due to the employees lack of knowledge or just sheer disinterest. Yeah Karen’s need to be held accountable but so do service personnel who could potential be the reason for the mistrust and frustration . We have let work integrity fall beside the waistside. Even still I have no interest in cussing anyone out but just hoping my laptop charges and they do better by the...