Absolutely exceptional customer support from Jake Brodie, store manager at the Pensacola, FL Best…read moreBuy! We ordered a TCL 75" QM8L TV for pickup. After waiting an hour for the TV to be brought to our car, Jake came out and said they were having difficulty finding it and asked if we would consider an upgrade for a similar price. The store had just received the new Samsung 75" R85H, a significant upgrade. Jack was able to get the price to within $200 of the TCL...amazing! Tucker Ueberroth, Samsung Home Theater Specialist, was also a great help throughout this process. I am a loyal Pensacola Best Buy customer from now on...highly recommend!!

I swear going to any Best Buy anywhere in the country must take a year off your life, but this…read morespecific review is of the Geek Squad in Pensacola, FL. I had an Apple Watch that was physically broken. I have AppleCare+ which is a no questions asked warranty that will replace the Watch, no matter what happened to it for a $69 fee. I've been paying for this service contract every month since I bought the watch about 4 years ago. So I went online and the Google Ai suggested that if I went to the nearest Apple certified service center I could get it swapped for a new one for $69. The closest one I could get an appt at (you have to have an appt) for the Geek Squad was in Pensacola, a 1 1/2 hr drive each way. I got there 10 minutes early, basically just had to interrupt an employee to get "checked in" and then wait. And wait and wait for over an hour until I just walked up to the employee and said "what's up?" Then miraculously she says "you're up". Great! I say this will be easy, here's my broken watch, here's the serial number, here's my AppleCare+ policy number so just look me up in the system, give me a new watch and we'll call it a day. Nooo, the Geek says it doesn't work like that. She says we take all your info and we send the watch to Apple. If they agree that you are owed a replacement they'll send a replacement. "To me at my address 90 miles away, right?" Nooo, it comes back to the store and you'll have to pick it up. As an aside, while I was waiting for my hour late appt I wandered over to the Apple Products section and corralled one of the Apple Specialists and asked if I bought a watch with the AppleCare+ coverage I could just bring it in and they would swap it for a new one? He says, "there's a $69 fee, but yeah. Anyway, So I said, "after wasting half a day and $50 in gas it turns out I could have just contacted Apple, given them my info and have them send me a new watch today." So that's what I ended up doing. They just want the broken one back. Oh, and it costs $69. The issue isn't really with the way Best Buy handles Apple returns, although I'm not at all confident that the Geek knows what she's talking about. It was the massive time suck this was. The whole Geek Squad marketing BS is laughable when you see 4 or 5 employees just kind of coming and going but not really doing anything with 10 people waiting for service. When you walk up to the Geek Squad Area there is not so much as a sign saying "Check In here". There is no triage-if my Geek had just asked me up front after she got my name and "checked me in-whatever that means" she could have said "and why are you here?" At least she could have told me to go kick rocks an hour or more sooner. I don't usually vent in reviews but this was so unnecessarily infuriating that I want to yell at somebody but I know it's just Best Buy and nobody there gives a rat's a--.