Best Buy Durham

I dropped off my mom’s computer this summer (2025). She had a virus and also needed to upgrade windows. When I picked it up we found out they had wiped it clean so she lost all her pictures and documents from the last 4 years. We were not told this would happen. I have made 3 trips back to try to get this resolved. I have made appointments like they asked. They tried to tell me they did not have the computer only the hard drive. Made me wait while they double checked what I was saying with the store video on the day I dropped it off. The video showed I dropped off the computer not just the drive. After the continued disappointment from Geek Squad and store management, I left. I am reporting this store to BBB and other sites.

My daughter purchased a very expensive computer for college that is supposed to support the needs for her classes at UNC Chapels Hill from the Durham, NC store. Within the first couple of weeks there were major issues with it. She brought it and received another one. I do not know if it was a refurbished one or new. This was in December, 2025. It is now the first week of February 2026 and she's having major issues again. Even worse than before. It is getting so hot that it's a fire hazard. Also, There is a very loud humming sound that's keeping her from sleeping . The store refuses to help with the return of this computer. She doesn't want to continue with a computer with so many issues in such a short time. The supervisor and the Geek Squad rep told her she'd have to pay to diagnose it and the supervisor refused a return contrary to what Best Buy customer service rep told me and made an appointment to help fix the confusion . They purposely ignored her standing there after a blunt "No" and told her she'd have to pay Geek Squad to diagnose it $179.99 even though it is till under manufactures warrantee until Dec of 2026. According to Best Buy customer service there is No Charge for diagnostics on that specific computer per the serial number. They are selling computers to college students that have issues and don't offer real solutions to the bad products they sell. Not everyone has a back up computer to just move on it even deal with a second major issues with a 2 month old computer. The supervisors from today, Feb . 7, 2026 need to look into all the circumstances and try to help rather than just say NO and ignore a customer. I'd say look to buy from a reputable computer merchant that has better customer service. I do expect some sort of response to this review and correct the obvious misleading response by the store Supervisor and Geek Squad tech.

Great experience in the store with Anthony B! Knowledgeable and thorough. Gave four stars instead of five only because of their telephone service. Wanted to follow up with Anthony, but their phone system won't allow you to speak with a human! VERY FRUSTRATING! Caused me to take my business elsewhere.

Samuel with AT & T was very helpful and patient! The demos for the cell phone section are very helpful as well. Store is very clean.