I'll give Best Buy credit where it's due--they're great at making the sales experience smooth and…read moreconvincing. Unfortunately, the customer service and support after the sale leave a lot to be desired. In January 2024, we purchased a high-end GE washer. I was a little hesitant since I prefer simpler, more basic machines, but my husband prefers the latest tech. Consumer Reports gave it decent reviews, and we purchased the extended service plan to cover our bases. We thought we'd be in good hands. Just over a year later, the washer stopped spinning. We contacted Geek Squad, and the technician who came out was courteous and professional. He said we needed replacement parts, which we ordered. When the technician returned, we were told the parts were incorrect. More parts were ordered, but even with the right ones, the repair didn't resolve the issue. At that point, we were told we needed a replacement washer. Unfortunately, our model was discontinued, so rather than a simple exchange, we had to pay the price difference for the new model and purchase a new five-year service plan--an additional $300 not long after we had already spent $900+ on the original machine. We called Geek Squad to arrange delivery and specifically asked them to note that the washer would need to be carried up two flights of stairs. We understand that's a tough ask, but we wanted to be upfront. Delivery day arrived after about a month of waiting without a washer. One of the installers immediately started voicing complaints about the stairs, which continued throughout the visit. He wasn't as difficult as a previous installer who claimed the machine wouldn't fit--despite a Best Buy rep having come to measure in advance and confirm that it would. A few hours later, the washer was in and running a test cycle. We even gave the installer a cash tip and some refreshments to show appreciation. Unfortunately, once it hit the spin cycle, it shook violently--clearly not level, which should have been addressed during installation. We went to return an unused part (which we were required to purchase) at the store and asked the Geek Squad representative if someone could come out and level it. He told us we'd need to call a number, as he couldn't help us in person without charging. He was polite and doing his job, but it was frustrating to be told to go home and make a phone call for help that could have been arranged then and there--especially since we'd paid for installation and an extended service plan. This entire experience felt like a series of dropped balls. From incorrect parts to long delays, extra fees, and avoidable installation issues, the process was exhausting. I would not recommend purchasing a major appliance from Best Buy if you're expecting reliable after-sales support. The in-store team is generally friendly, but they're limited in what they can do, and the larger system seems to prioritize process over people. As for Geek Squad, I understand the job can be tough, but consistent negativity from technicians doesn't inspire confidence. In short, for anything more than a basic, inexpensive item, you may want to look elsewhere.

In January 2024, we purchased a GE front-load washer and dryer (models GFW850SPNRS and GFD85ESPNRS)…read morefrom the Best Buy on International Drive in Danbury. We had high hopes that this would be a solid, long-term investment. The units were installed by Best Buy on January 17. Unfortunately, that's where the problems began. Just two months into using the washer, we noticed something off during the spin cycle. It was extremely loud--far beyond what we expected for a modern, high-efficiency machine. We contacted the Geek Squad service team to check it out. Over the next year, we had multiple service visits. They replaced the inverter, then the main board. Despite all of these repairs, the washer eventually failed entirely after just 13 months of use. Because the original model had been discontinued by that point, we were forced to accept a different, newer model as a replacement. But this wasn't a straightforward swap. We had to pay the difference in price between the old and new model and were also required to purchase a brand new Geek Squad protection plan, even though we already had one in place for the original washer. On top of that, we were told we had to purchase new water hoses for the installation--regardless of whether they were needed. I was told I could return them to the store if unused, which I did, but it just added to the confusion and hassle. Meanwhile, the dryer also started giving us trouble. The display panel stopped functioning properly and had to be replaced. On top of that, we've been getting a persistent error code 29. I called Best Buy service several times, and each time, someone came out only to tell us everything was "normal." It absolutely isn't. I requested a replacement, but they refused, leaving us stuck with a product that still doesn't work as it should. The replacement washer was installed on April 4, 2025. As instructed, I ran an empty cycle first. Then I did my first actual load--and immediately, the washer started banging and rocking during the final spin cycle. Turns out, the Best Buy installer hadn't even bothered to level the machine properly. This is such a basic part of installation--it's frustrating that it was overlooked, especially given everything we've been through already. I went back to the Danbury store to explain the situation, hoping for some level of understanding or support. Instead, I was told that if the store sets up the service call, we would be charged--but if I call Best Buy's national number, it would be free. This seems like a ridiculous policy. How is a customer supposed to know which route to take? It feels like a trap to make people pay for service they shouldn't be charged for. At every stage--purchase, installation, service, follow-up--there have been unnecessary roadblocks, miscommunication, and unexpected costs. What should have been a smooth appliance purchase turned into over a year of stress, lost time, and ongoing frustration. I'm sharing this in detail because I hope others can make an informed decision. This experience has completely eroded my trust in this store's ability to support customers after the sale. We will not be shopping at Best Buy Danbury again.