Geek Squad — Local services in Westfield

As a My Best Buy Total member, I was met with unprofessionalism, wasted time, and zero resolution. The "rubber feet" on my computer were falling off, and after consulting with online support, I was assured this issue could be handled in-store with Geek Squad in Westfield. Following their advice, I scheduled an appointment.

I arrived 5 minutes early, as instructed, but waited over 40 minutes past my scheduled time before anyone acknowledged me. To make matters worse, another customer cut the line and the employee at the desk prioritized them, ignoring the line of waiting customers.

After my lengthy wait, my knight in shining armor, Chris, comes out and asks everyone in line if they have an appointment. I told him I had one 40 minutes ago and he had me come up to the desk. I explained my conversation with the online agent and the issue I was having only to be told that Geek Squad couldn’t assist. Instead, I was advised to use rubber glue to fix it myself. When I asked if they had any rubber glue, Chris began to look on his tablet to tell me what aisle I could purchase rubber glue from.

Once I clarified there was no way I was buying anything from him and I was asking if they had any in the repair area, he told me they most likely do have rubber glue but they couldn’t help me, leaving me to solve the simplest problem on my own after wasting nearly an hour.

I knew before I went in that I could buy rubber glue and do it myself, I just wanted it “professionally” done without buying an entire tub of rubber glue for one small issue.

I wish I could say I expected better as a paying member, but this is just one of many bad experiences I have had. Unfortunately, it seems Geek Squad and Best Buy still have a long way to go in delivering reliable customer care. I recommend others think twice before paying for a membership with promises they...

I had a terrible experience with a microwave install purchased through the Geek Squad. I paid extra to have the microwave installed before Thanksgiving. On the day of the scheduled install, I was given an 8 hour window ending at 8pm at night and was told that the service provider would call prior to arrival. At 8pm no one had called and when I then called customer service to ask where the installer was- they informed me the installer had cancelled and called a phone number that didn't exist! Despite my having confirmed the phone number on the account multiple times with the telephone schedulers. After several more hours on hold with customer service I was able to get the service rescheduled- but had to host the Thanksgiving holiday with no microwave. The customer service agent assured me that I would be refunded for the missed first install and the incorrect phone number, however I was still charged! I then went into the store to ask about the refund and had to explain the entire upsetting story 3 different times to sales associates who were unsympathetic and assisting other customers while I was explaining my issue! I was finally able to speak to a manager to get the situation resolved, but I would under no circumstances recommend purchasing any appliance installation through...

The young woman Tatiara. Worked all day trying to fix Microsoft & GoDaddy failure! It was wonderful speaking to a REAL person who is not struggling with language barriers! Even though she could not fix she worked the problem with me. Microsoft & GoDaddy should take advice from Geek Squad on customer service! Thank you...