Best Buy Garner

While I have no qualms with Best Buy I was told that they handle the Geek Squad portion of the store as well. I just needed to have my battery replaced, which I pay for Apple Care and they created an appointment for me to see GeekSquad. The next couple of days were appalling. After I give my phone they shatter my back glass… and say they will fix it “free of charge”, insinuating they would have charged me but they’re gonna do me a solid and not. Well thanks I sure hope so, since you are the ones that did this in the first place! Next I drop my phone off AGAIN to have the battery changed and they throw away my keepsake. To others it may seem like a dumb fortune but this was something invaluable to me and I wish if they were gonna disregard things just tell me ahead of time so I can hold on to my things. When speaking with the manager he just kept saying there is nothing he can do. I trusted them to fix my phone battery and they only made things worse! I got my phone back and the haptics and vibrations are not working and apple has quoted me $700 to get a replacement phone. Apple ran their own diagnostics on my phone and saw numerous issues hence why they told me about getting a new phone. I’m not going back to GeekSquad to fix it because I’m sure they’ll find another thing to break.

Less than 1 star! Took my computer to geek squad 3x. They couldn't fix it and refused to refund my $179.99! Useless!

Everyone really has good customer service skills. They ask you if you need anything which is good and very helpful. These other stores (cough, cough) Walmart you can spend an hour there, and literally no one will care to help you.... I walked right in Best Buy dude immediately ask me If I needed help looking for something, which is absolutely perfect. I'm not sure why other reviews on here saying their customer service skills suck, because they've must've never been in a Walmart or Target before. I really hope this store doesn't go out of business. Not sure how Best Buy is doing financially? but I would definitely be very sad if this store went out of business.

I recently visited family in the area for just one week before heading back overseas for a 3-year Navy deployment. I trusted the Geek Squad at the Best Buy in Garner, NC to replace my iPhone’s battery, which was at 76% health. They ran full diagnostics, physically inspected the phone, and confirmed it was in great condition overall—no issues noted. I dropped it off, came back a few hours later, and was shocked to learn they had somehow broken the screen during the battery replacement. On top of that, they claimed the phone was now failing charging tests and other diagnostics that had previously passed. They said they had already ordered an identical replacement iPhone through Apple. Two days later, I returned to transfer my data to the new phone before surrendering the old one. Despite multiple attempts over 3 hours (and me waiting a total of 5 hours that day), the transfer kept failing. The staff believed the failures stemmed from whatever damage occurred while the phone was in their care—issues that only appeared after I handed it over. Geek Squad manager JJ offered no real solutions and simply pointed to the diagnostics form I signed (acknowledging potential data loss), claiming I was essentially out of luck—even though the data was intact until they damaged the phone during service. Best Buy floor manager Jeremiah tried to help but ultimately didn’t go far enough to make this right. In the end, after nearly 7 hours total wasted across visits (time I desperately needed with family before deploying), they refunded the $90 service fee, a MagSafe charger I’d bought for the old phone so I could still use it (since I couldn’t charge plugging in), and a screen protector for the new one. That’s it—no meaningful compensation for the broken device, lost data access, or massive inconvenience. This was supposed to be a simple battery service, not a nightmare that destroyed my phone and ate up irreplaceable family time. I expected professionalism and accountability from an Apple-authorized repair service, but instead got excuses and minimal refunds. If you’re considering Geek Squad for any phone repair—especially something straightforward like a battery—go directly to an Apple Store or an independent authorized provider instead. This location failed spectacularly. Avoid at all costs.