A breeze to pick up online orders. I was inside less than 2 minutes. I was helped almost instantly when I walked in.
Daniel K
February 21, 2026
Best Buy Total member here, posting on behalf of my elderly mother. We pay over $200 per year for premium Total coverage and purchased a robot vacuum less than 8 months ago that is now malfunctioning under normal daily use, still within manufacturer warranty.
My mother is an octogenarian, legally blind in one eye, and lives in a high alpine environment currently surrounded by significant winter conditions. The only resolution offered after three hours navigating phone trees and support lines was an in-store appointment three hours away at 6:45 PM.
That is a six-hour round trip on winter roads for an elderly customer — simply for an inspection to determine warranty eligibility. There was no remote support option, no meaningful Geek Squad assistance as advertised, and no shipping alternative offered.
This is not the level of service one expects from a premium membership designed for convenience and protection.
I am not asking for special treatment. I am asking for reasonable accommodation consistent with the service being paid for.
I hope someone at Best Buy reviews this and reevaluates how Total members — especially elderly customers — are supported in real-world situations
Response from Best Buy
February 21, 2026
Hello, Daniel,
Thank you for sharing your concerns with your mothers experience with her protection plan. You would be able to complete the appointment for her with her information at the local Best Buy store. If you need support with any questions or concerns you can reach out to us on any of our social media profiles below with review 120257. Please note that we would not be able to speak with you on your mothers' behalf unless she were to reach out to us to provide permission to speak with you through a personal social media profiles of her own.
Facebook (https://bby.me/khkn32)
Twitter/X (https://bby.me/vlhlut)
Instagram (https://bby.me/lfw2wv)