Pricing Discrepancy and Poor Customer Experience -- Geek Squad Installation Quote vs. Store Charge Trying to call best buy in Flagstaff was impossible. Then I drove from Flagstaff Ranch to the best buy , by flagstaff mall. Here is the email I sent Best Buy corporate: Hello Best Buy Executive Customer Relations, I am writing to file a formal complaint regarding my experience at the Flagstaff, AZ Best Buy store involving a RAM installation for a brand-new Lenovo laptop. Earlier today (November 10, 2025), I called Best Buy and was quoted $39.99 for in-store hardware installation (RAM upgrade), which matches the price shown on your official Geek Squad service page for "Hardware Installation (In-Store), SKU 7860102." The Geek Squad representative on the phone described it as a "very simple installation." I intended to purchase the RAM directly from Best Buy -- specifically, the CORSAIR Vengeance 16 GB DDR5-5600 SO-DIMM -- and have it installed onsite by Geek Squad. However, after driving approximately 12 miles, I spoke with a young blond man at the Geek Squad counter around 6:50 PM. He informed me the installation would cost $139.99because a "diagnostic" was required. I refused, as this is not what I was quoted or what is listed online. The laptop is brand new -- I've had it for less than 12 hours -- and it functions perfectly. There is no justification for a diagnostic fee on a new, fully operational system that only requires a basic RAM installation. After leaving the store, I spent an additional 45 minutes on the phone with Geek Squad support, but no one could resolve the issue or explain the pricing discrepancy. This experience was frustrating, time-consuming, and reflects a lack of transparency at both the store and customer service level. I am requesting that Best Buy: Honor the quoted $39.99 installation rate for the RAM upgrade at this location. Clarify and correct any misleading pricing practices that require unnecessary "diagnostic" charges for simple installations. Provide a written confirmation within three (3) business days explaining how this issue will be resolved read more

Nice store, clean, decent stock, but good luck getting help for anything locked away, other than a phone or computer. I just waited 15 minutes trying to buy a dash cam, after asking two associates and being told "I'll send someone over." Both were hanging out at the door as I walked out empty handed. read more

This review is mainly for the installation experts. Matt and Jonathan did a great job installing our new TV and they made sure we had all protective hardware in place to protect our purchase. They're a great team! Very kind and very quick. Thanks guys! read more

I am writing this on behalf of my mom. She took her desktop computer to the geek squad the end of March it is now May 2nd. The geek squad lost her power cord and she told me she has been trying to call them but only gets an AI on the phone. So I started trying to help her 3 days ago on April 30th. I too was only able to talk to an AI agent who was no help. I left a message for someone to call me on april 30th. I also chatted with their chatbot. I finally thought I was chatting with a real person but the constant request for the same information about our issue made me think it was not a real person. They eventually scheduled a call back within 2 hours. Nobody called me back. I chatted again and requested another call back. No one called me back. On the morning of May 1st i missed a call from Vincent at the geek squad and quickly returned his call but was connected to the AI agent again. I told the AI that they couldn't help me and I need to talk to a real person. They eventually connected me to a representative that gave me an Invalid extension that they said would connect me to a real person. It did not. So I left another message for someone to call me back. As of lunchtime May 2nd i have not received a call. Meanwhile my mom is without her desktop computer for over a month due to the lost power cord. What seems like an easy fix has turned into a month of bots and artificial unintelligence run arounds. I would not recommend anyone take their electronics to be repaired by the Flagstaff AZ Best Buy Geek Squad. You would be better off smashing your electronics with a sledge hammer. read more

Geek squad doesn't really know anything. I took a camera and an SD card to have data recovered, technician said he checked in the back and wasn't able to recover any of the data on the camera memory or the SD. Technician suggested I send it in to an affiliate for data recovery that would cost $2000+. Went home, watched a YouTube video and 15 minutes later all my data on the camera and SD were restored. Not sure if the guy didn't care to help or just didn't know how to do it, but saved myself their service fee and $2000+. YouTube saved the day read more

My recent experience with Best Buy has been awful. I was surprised to learn they no longer have an in-store call center, having apparently outsourced their support to a foreign country like India. Worse, the refrigerator I purchased was never delivered, and it looks like I won't be getting it anytime soon. The only person I could reach was a text support agent not at the local Best Buy, who gave me a vague promise of a week-long delay, at best. read more

I was in need of a charger, and luckily Best Buy was close by. I didn't want to buy the wrong one and was able to find a tech guy in one of the aisles. He was knowledgeable and helped me get the right one. Great purchase and I'm happy to be able to charge my phone. read more

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Went in today was greeted by the door guy. Asked what I needed. I said an Apple Watch he called a service member to stand at the Apple watches to look out for me. And he greeted me. And was very knowledgeable and it was on sale for 100 off even better for me so I walked out with a new watch and the best service I've ever had in a big box store. read more

We bought a new laptop from this Flagstaff Best Buy. They didn't have it in stock said they had to shipped it to our home which is two hours away from Flag. We made an appointment to have it set up. I needed the hard drive partitioned which they said they would need to do at the store and while there we decided to have all the files and programs transferred from my old lap top. We left home at 7:30 am got to the store at 10 and turned in the two lap tops. They told us it would be at least 5 hrs. We spent until about 2 in town, then went back to the store. They said it would be another 2 hrs. We waited in our car and about 4 went back in. They said they were just finishing up and about 15 min later brought it back out. We have geek squad which we love so it didn't cost us anything, but they had us sign a bill so they could get reimbursed. We left and drove another 2 hrs home. Got home at 8pm. 12 1/2 hrs. total trip. The next morning I fired the laptop up and they had done absolutely nothing to it. Hard drive was not partioned, not one file or program had been loaded or transfered. We ended up having the geek squad help us over the phone with the hard drive and then we set it up after that. Which we would have done in the first place, but the store told us it had to be done by in store techs. Called the store and tried to talk to manager but they would never connect us with him. Will never walk in this store again. We buy a lot of stuff from Best Buy but will either fine another outlet. Or go to a Phoenix store. read more

I had an appointment made online to get my iPhone 8 Plus battery replaced. They called me to confirm, and said " we have to run a diagnostic on it to see if we have the part." I said why can't you tell me if you have the part? ..." We have to run a diagnostic...blah blah. " I have a 45 minute drive each way. As soon as I asked questions, they cancelled my appointment! Not on the phone to my face, but an email. BUYER BEWARE!! They were getting all primed to upsell me on a new one. I called them Out and they cancelled my appointment! No More Best Buy! read more

Experience we had: Purchased a GE dryer as needed to replace one that died. Had approx 2.5 (less than that) months in use when just stopped working. Telephoned Best Buy for help to return or repair. As did not purchase the membership fee of $179.99/yrly they would not accept the return after the initial sale of 14 days. Stuck! They would not offer any options to help. More or less get screwed. As far as ever purchasing another best buy item "BANNED FOREVER"! We did not know anything about at the time of purchase from the sales person of this policy. I would caution anyone to find out all the fees and options and policies of any business after this horror. We are still dealing with GE as well and not in a good way. Customer service has gone and left us under siege of these kind of horrors, to buyers. Proceed with caution. If have to replace will take the options of low cash refund of GE and buy a product other than theirs nor from Best Buy! Prefer to pay more and get credible, principled, ethical, integrity, businesses. read more

Best Buy has always been great about hiring the most incompetent human beings on Earth. Whether it's in person service or trying to call them, no one ever has a clue how to do their job. Having call centers in foreign countries may be cheaper but makes it impossible to get anything done over the phone. Stay far away from Best Buy for any sort of purchases. read more

I do not recommend this store. After a lengthy 4 month drawn out process with Sedgwick for this store damaging my home with a fridge install, they continued to lie to me about compensating me for the cost of the appliance. (Which is on a recorded call and in email from Sedgwick how that compensation is handled directly at store level) I spoke with Rebecca and Aaron at the store, both told me to reach out to the general manager Tim White which I have done multiple times since June 2023, with no contact at all. I was told they have refunded partially for appliances before in this situation for good faith/compensation of what they did. Then when cooperate Best Buy calls Rebecca she lied to the woman helping me saying she never told me anything. She absolutely did tell me to email Tim White and the Prescott Best Buy general manager David Taylor & Timmothy Kramer to try and get them to reach out to me. Why they lie so much is beyond me. Now I'll be taking this to the news and to small claims court because this store commits fraud on so many levels and I'm done keeping my mouth shut. After being totally screwed, spending thousands at this store even after they damaged my home, they treat me like dog poo. The installer gives me dirty looks every time I walk in that store when he's there. Trying to intimidate and scare me because YOU caused over 100k in damage to my home? Then having these associates lie to me saying they'd talk to their general manager to get the refund, then telling me to contact him because they can't reach him. It's a s**t show there. They're only "nice" when you spend money. The minute you have an issue, they lie, manipulate and treat you like you are the criminal. I have all of this documented via email, and recorded calls with Best Buy total tech. So, I'm certain a judge will side with me when I present this. read more

My laptop broke and came to get a new one. Was told they can do a full data transfer from my windows to Mac, spent $180 for the service protection plan including data transfer fee. Came to the store today to pickup my new laptop and was told that they did not do the data transfer. I was then told that I can download the data myself. The person helping me did not seem to care. read more

Probably had the best customer servicee yet, at Best Buy tonight. I wanted to check my Nvidia Shield, because it went out at my place and wouldn't connect to my work tv. Bria was totally professional and realized after testing equipment, that is was the MBDI cable that goes to the tv. So just replaced the cable. Attached it when we got home, and yes! Everything works! Thank you Bria for your amazing customer service and expertise on our issue. read more

Warning - very difficult, late and stressful. Be prepared to wait and pray your installation and products you buy actually show up a month later. Corporate needs to wake up and phone system/policy needs to be changed but guess it's cheap and no one cares. Recommend buying from a local store. This national one doesn't care. I feel sorry for the employees but at least they get paid. read more

I recently bought an M1 MacBook Air here. An employee named John assisted me. John asked me all sorts of questions to make sure I was getting what I wanted. He also did so in a non-invasive way, giving me the option to not talk and just do the purchase. I chose to have a small chat with him. He asked things like "what type of uses would you like to use this computer for?", and when I told him he went even further in depth - explaining the technical details of what this MacBook was capable of. I was personally asking about music production, and John gave a quick summarization of what the MacBook was (generally) capable of in this area! Now going into this, I knew what I wanted. I'm generally tech savvy. I had done my research. I knew everything John was telling me. But I still appreciated him taking the time to make sure a customer was purchasing the right product for their needs. We also discussed some music (he recommended a great band), and some (completely reasonable and appropriate) personal topics. I'm usually very aversive to talking in depth with employees, but John was wonderful and kind. He talked just enough to give me the information needed, while also feeling personable and getting through the transaction in a timely manner. He even gave me tips on how I could get tax write offs for my purchase, since I am a student. Give this man a raise! Give him ten! John, keep up the good work! read more

I've had the worst experience with home entertainment service appointments. Twice they dropped off a TV and a sound bar without installing. They were suppose to but screwed up when ordering service. I even went to the store to follow up on a service call and it was hard for me to get a manager. I called customer service yesterday and the made appointment for me today and never showed up! I call again and now have to wait until next Friday 6 more days for next appointment if they show up!! You can't call store directly which probably solve this problem. read more

Went to this store to fix my AirPods. Had to come back twice and they sent me the a gen 1 case and tried to scam me claiming it's gen 2. After speaking with corporate they ordered me the right case months later and said not to come back for service again and tried to dodge all forms of accountability. Didn't even apologize. Do not get your device fixed here the geek squad are moronic, extremely unorganized, and will not take accountability if they mess up. The geek squad guy even tried to stop me from opening my replacement case to check that it wasn't fraudulent. read more

I was in town for a tour of NAU and needed a charger. The store was clean and not very busy. The first employee I encounter encountered was friendly, helpful and took me straight to where I needed to go. The second employee the cashier was really friendly & personable. Much much different than locations in California based on customer service alone! read more

The only real reason they are getting 4 stars, not 5, is because it's kind of hard to get someone's attention for help. I appreciate that they aren't being "salesy" but when I have questions, I would love to find someone in the department I'm looking in. I will say, once I do get an associate to help, they are quite friendly and helpful so maybe they just aren't staffed properly. They have lots of fun stuff to look at along with the necessary appliances, which has been the reason for my latest trip. Also, it seems they are able to get some of their appliances faster than other places which is great. read more

I ran in here to purchase an SD card reader. The people were friendly and asked for help immediately. The store was clean, airy, and large, located on Route 66 across from the Purina plant. I was in and out of there in about five minutes. Since then, I've received an email about my purchase and now, it's one of the places Yelp suggested for me to review. Hooray for algorithms! :D Good place. read more

Mark, the manager happened to assist us and what a pleasant experience. Mark asked great questions and guided us to our purchase decision with no pressure. The store layout was easy to navigate especially with the gray customer service. Prices were good too. read more

No Quality items in stock. Staff is not really interested in helping. Guy I talk to to bed $3000 TV never even looked up from his cell phone while texting. read more

i really enjoy shopping at this store there is often sales on the video games and appliances, online i wanted a set of 4 car speakers installed and it was great!, the auto techs are very nice and knowledgeable and i was much more comfortable having them install the speakers than i was doing it myself read more

They should shut down this location for incompetence. I purchased an Iphone watch and was told I had 90 days to purchase warranty thru them. When I came back before the 90 days I was told it was only 30 days after purchase. I was told 90 days on the day of purchase and was reassured by another employee when I called around three weeks later. Manager said he couldn't do anything and that I call Apple. Apple was apologetic for Best Buy's lack of correct information. I also wrote a bad review on this location last year; it was about how no one wanted to help me. Employees were either on their own phones or conversing with one another. read more

What a horrible store. I called to ensure I could can get my computer battery changed. The phone message said "we're not taking any calls." I drove to the store for them to tell me "we don't change batteries in the store." they had to send it out. I was then told I had to make an appointment to send it out. they wanted me to come back another time so they can mail out my computer. please take your computer somewhere else, do not waste your time. Unless you want to drive in to make an appointment and then come back another time. What a joke. read more

Home Depot scheduling for a Washer/Dryer delivery was 4 weeks, so I went to Best Buy Flagstaff who were able to schedule it in 10 days. The day of my delivery, someone dropped my washer and damaged it. Of course, you can't talk to one person, so after routing my call 3 times I got someone in Singapore who rescheduled it 3 days later. Turns out they didn't bother to commit the order, so they flaked the second time. I called again and they rescheduled it 2 weeks out. Due to weather, they won't show today, but upon rescheduling, they bump me to the back of the queue and now it won't get scheduled until next month. All I get told is, "wE cAnT dO aNyThInG itS tHe SySteM!" Can you imagine working for an organization that prides themselves as experts in technology, yet they do nothing when their "system" forces a customer to wait 4x longer? Here's the irony, when I was chatting with the manager at the store originally making my purchase, I told him how I used to work at Best Buy and we never let the customer's experience go sour like at Home Depot; even told him a time I went to a customer's house myself to do a TV Install. All in all, Aaron salvaged 1 star because at *least* he tried to help me stomach my experience with a positive attitude and even a discount. Sadly, discounts only count if you receive something in the first place. read more

Oh man does this store suck!!! First, if you need any help, good luck! Employees stand around talking and when you have a question, they act like you are asking for their kidney. But, don't feel any gratitude if you do get help, because no one I spoke with was competent, or honest. I wanted to buy a lapop but had some questions about the Dell they had on sale. After being told that the laptop came with Microsoft Word, it seemed like a great deal. But wait.... First, he overcharged me $163 which I didn't catch until after I got home (and they made me return to the store to correct their error and no one ever apologized for this error). Second, when I called about the Word (the one I was told came with the purchase), which I couldn't access without a credit card, I was told that yes, it comes with Word, but, you have to pay to activate it. Because they base their Geek Squad fees on the cost of the item, they also overcharged me for this service. When I asked to be reimbursed, I was told I had to do this via the phone. But, when I called the number they gave me, I was told, sorry, you have to do this at the store. The person I spoke with (after being on hold another 50 minutes), said, and I quote, I am sorry miss, but he lied, you have to go back to the store. When my laptop arrived (it was shipped to me), there was no charger. I called Best Buy, after being on hold for over 45 minutes, Rodney told me there is nothing we can do, you need to call Dell directly. But, when I called Dell, after being on hold for 40 more minutes, I was told, if you bought it from best buy, they are responsible. Because I had a writing deadline, I bought a charger on eBay. I continued to call weekly, the best buy 1 800 number, always being told someone was going to contact me, but no one ever called back; so, I decided to return the laptop AND they only gave me store credit...like I EVER want to shop there again. But, Aaron wasn't even interested in hearing about the shit service I received. I tried to use my store credit the same day, but couldn't even get anyone to help me; literally, the employees stood around in a circle talking, giving me the stink eye when I asked for help. I am so curious to know how many people have been arrested for stealing $200 worth of crap from Best Buy. They have no right to charge anyone when they overcharge customers so easily without even an apology. When I tried to tell any employee, manager, anyone, about my frustration, they didn't listen to me at all. I have yet to receive any sort of apology. I have no laptop. I have $700 worth of shit credit from a shit company. Unbelievable!!!! Oh yeah, they also tried to keep the charger that I bought on eBay, I had to ask for it repeatedly. There is no way store credit was my only option , after they made mistake after mistake, never apologized, no follow through and constantly passing the buck. They suck. They rip you off. They take 0 accountability. If you live in flagstaff and need any electronics, drive to phoenix. If you make any purchase at this store, check your receipt! read more

Black Friday visit was not what I thought it would be. We could not find a thing to buy and I wanted to buy so badly. A bit disorganized and staff wasn't too informed on the whereabouts of certain items. I was frustrated so I left. I'll return on a not so busy day. read more

One star is too generous--only in order to post this. We ordered a microwave to be delivered and installed well over a month ago. When delivery day came we were told it had never even been ordered. The pandemic seems to be the go-to excuse for incompetency as well. Is it too hard to pick up a phone or order something you don't have in stock or call us to let us know the status? You have sat on our money for a month! A second delivery date was set. Again, no appliance, no delivery, no phone call. Your customer service people are trained to remain pleasant but under no circumstances should they ever take responsibility for their work, if you can call it that. . There is zero concept of "what could I do to make this a positive experience for you?" Don't waste your time. You're not the only gig in town. read more

After spending 3 hours picking out a washer and dryer with Xavier the sales rep that makes commission they didn't show up for the delivery or call us. After following up the dryer was never available and they wouldn't be able to send it until 3 months later. They could offer no discount on a different model for use either. Moral of the story. Don't trust them if they tell you they can deliver, they'll say anything to get your $. read more

It's a Best Buy, so they're all the same. Difference is in the people. I'm always glad to deal with someone on a personal level over just data. I can find electronics anywhere. But when I'm visiting a national brand, I expect more. Aaron Blass was very helpful in helping me find the right GoPro equipment. And Marcis in customer service was equally helpful in his knowledge of drones. Thank you guys! Got me signed up for a credit card and educational discounts to boot! read more

Best Buy Flagstaff - So many choices. So little time - Electronics Near Me - Flagstaff, Arizona

I'd give it no stars if possible. I spent close to $300 dollars just over a month ago for the new Sony WF-10000XM3 earbuds. They quit connecting and are worthless to me. Unfortunately I didn't have the money for their warranty also at the time figuring if something happens I should at least be able to exchange them out. Nope, you don't buy the warranty your sh** out of luck cause they won't help you. Kept the original receipt thinking that should be all I would need. It's terrible service, they pick and choose who gets helped. I've been in there myself and seen someone go through the exact same issue(different product) and they went out of their way to give them whatever they could to keep them happy. I am closing my personal and business account. read more

Best Buy Flagstaff - Receipt and pristine box. Brand new, just over month old. Worn maybe 5 times - Electronics Near Me - Flagstaff, Arizona

If I could give negative star I would, said they could deliver in 5 days when the day arrived, called said could not bring it because of truck problems, why could they not rent one. I called the 800 number and said she could only reschedule for three days later, then get email with another appointment that is a week longer than the first appointment. We will be 13 days without a refrigerator. No one will return calls from store, this is the worst customer service ever. read more

DO NOT BRING YOUR ELECTRONICS FOR REPAIRS HERE. Way over charge, employees are mean and disgruntled. After getting my MacBook repaired it started having issues after it. I brought it back and the employees refused to back their liability policy. Find somewhere else to get your laptop repaired. read more

My husband and I had the greatest in store Best Buy experience here yesterday. Jake was wonderfully helpful, kind, and honest. We got everything we wanted and more and we left completely satisfied. We also spoke to a gentleman from geek squad but I don't remember his name and he was very helpful. read more

I've actually never had a worse experience just picking something up from a store. I ordered something on the app to be picked up. I get there and say it's not read yet, but I can "go find it" if I want to. So I go down the isle and pick up the thing I ordered (which I've already paid for) and put it on the checkout counter. This guy with long hair and a horrific attitude just leaves the counter right as I get there and takes about five minutes to come back out and just say "you're good". Also no one ever answers the phones and it's been like that for months. I'm returning this shit and never buying something from them again. read more

Always have had a good experience when I have come in here. From time to time I find that they dont carry everything I am looking for but the people are very friendly and nice. For awhile I kept getting myself in trouble because there was one particular salesman that would show me all the cool new stuff and kept putting it on my 0% card from best buy. haha read more

Sales people need to stop telling me what I can and cannot afford! Just because I am a Native American that lives north of you guys, doesn't mean I can only afford your value bends. Also, what's with you guys following me around? Do I look like the type I would steal? I purchased three DVD's and laptop power cord just recently and a few other expensive electronic items from you guys in the past. I would be surprise if you guys at Best Buy are getting paid to follow people from different race around the store. Especially the American Indian population. Sorry, I will not patronize your store anymore. I wish Flagstaff would open a Office Depot or Fry's electronics soon! read more