I our based a new TV and Sonos sound system from them. My sales associate was great. I also had them install this equipment in my home which was a great experience.
In store, customer service is great. If you need to contact them on the phone for repairs, installation, whatever, the service is atrocious. The AI answering system is useless and it takes forever to reach a live human, who is unfortulately not fluent in English so communication is really hit or miss. If they tell you they are scheduling a call-back with another department so you don't have to wait on hold, you are automatically dialed by that department so you sit on hold anyway.
Response from Best Buy
February 27, 2026
Hello, A Eskut,
Thank you for taking the time to tell us about your recent experience with our phone team. It can be frustrating when it takes longer than expected to reach someone. If you are still in need of assistance or want to formally document your experience, please connect with us on social media. Please mention Google Review 122630 when reaching out.
Our team would be happy to assist you on any of the following platforms:
Facebook: @BestBuy
Instagram: @BestBuy
Twitter/X: @BestBuySupport
I know everyone has their own experiences. But ive always had great customer service here. And lets be frank, thats why brick and mortar still exists.