Best Buy — Local services in Elgin

Had an unprofessional encounter today with an arrogant employee in the Geek Squad named Trey. He speaks to his customers in a condescending manner and won't let you get a word in when he calls regarding your appointments. He did a follow-up call with me and after asking me a question, nearly talked over me before I could respond. He did this repeatedly the entire conversation and I still had no clue as to "WHY" he needed to call me back after I explained everything in person to the tech that helped me. I asked him to cancel my services. He went on to tell me he would cancel them today. I never received a cancellation email. I went into the store to speak with a manager. I was told he WAS the manager. Wowzers! An unprofessional manager in a position of "power" (in his eyes) that has poor customer service skills. He was on a break when I arrived, no one else could help me so I waited. Upon his return, I explained in a polite manner that I felt he was rude when he called me and he did not allow me to speak he constantly spoke over me. He attempted to make excuses for his actions instead of apologizing. I asked him why he didn't cancel my services. His response was, "I don't have to cancel your services right when I say I'm cancelling your services I could do it later". I said, " I came in to speak to you in a calm, nice manner and you're still being rude...I want my laptop back and a refund, I refuse to give business to a location who treats their customers poorly". He said, "That's fine customers cancel their services every day". I told him he needed to humble himself and be more professional. He stated, "I have four businesses, this is a side job...let me hurry up and get you out of here". He became increasingly aggressive and followed me to the front desk while I was asking another employee to call the manager for me. This is a prime example of HOW situations escalate into violence when you hire unprofessional people to work for a business with poor character. Trey was ignorant, rude, and he made me feel as if I did not matter. I entered the store with intentions continuing my services after I was explained in person what needed to be done to proceed with my service appointment. I thought I would explain to him how the conversation made me feel and that the "issue" would be resolved. However, I was wrong. I am very sad that this has happened to me in this store. I have never experienced this type of treatment from anyone, ever in life. I am hoping management holds him accountable. Professionalism, character, great customer service is what makes a great manager. Trey needs to go and run one of his businesses instead of being allowed to work with the public. This behavior was witnessed by several customers in the store who were all appalled. Customers are agreeing to pay $200/year for total tech and this is how we're treated when someone has a bad day?...

It’s truly sad when you get more help from a 1-800 number than you do a localStore in your community.

As a paying member of Best Buy total membership for multiple years, I finally needed it for one of the first times ever after the store Marked something open box excellent condition when the stand that cost $179 by itself was broken.

Initially, reaching out to the one 800 number, they let me know any open box item has to be handled by the store you buy from even if you made the initial purchase online.

I reached out to the store and spoke to a very nice gentleman with Geek Squad, who is respectable and empathetic towards my situation. He told me that he was getting with management and they would call me back that same day or at worst early the next day.

Unfortunately, I had to end up, reaching back out to the Store, fortunately able to speak with the same Geek Squad member who is once again great to talk to only to find out that management said they could not help me. I then asked to speak with management because if that is indeed the case, why in the world would they not call and tell me that…

I was told that I would have to call the one 800 number again as they were not willing to assist.

Once I called the one 800 number the representative stated it definitely had to be dealt with in store and I explained my frustration from the same company giving me completely different information. Although, he could not do what the store was able to do. They worked with management to get me a gift card that would allow me to replace the stand. Someone halfway across the world chose to fight for me and make things right whenever someone in my own backyard was not willing to do so.

As someone who spends over 15,000 per year with my business at Best Buy. It’s mind blowing to see how little the local store cared about doing anything to help me. I’m sure if it had been their own product purchase they would’ve had different feelings.

I’m not wanting to normally leave reviews, especially negative reviews but when I have chosen to give my business to Best Buy when I could easily go to Amazon or anywhere online, it’s sad to see that that is not appreciated in anyway from my local level .

The fact that they didn’t even have the professionalism to call me back and let me know what they had already decided they were going to do was the icing on the cake. If you’re in a position of leadership, everything is not always fun, but you can’t leave people hanging even if it’s not good news you’re going to give.

I know this will probably get nowhere, but I really hope Best Buy will take a look at how they treat people that choose to do business with their stores, especially when it comes to a product that they would’ve labeled a certain condition and it did not meet those...

My initial visit wity my husband was 9/30. We went in for a sound bar and unfortunately the one we wanted was not in stock. The female employee with glasses and pink hair, placed an order for us to have one delivered to the store and we could pick it up Friday (10/4)....which was fine. So we paid for the bar and left.

10/4. (Pick up day). I didnt have the receipt with me to validate the pick up. But my husband told me that he gave my name for pick up. I wasn't around when he did that part, so I wanted to call the store ahead of time to make sure this was correct.

My lunch break was at 12:30pm, I called the store and the automated system had me on hold for 15mins until I hung up. I called back roughly an hour later, this time I was on hold a little over 15mins and I had to hang up. Upon getting off at 3pm, I had to stop by UPS in W. Cola which was about 20mins away. I decided to call Best Buy again while in route to UPS. The entire trip there, I was on hold...I eventually hung up.

After being unsuccessful with the phone line. I decided to head to the store, by this time it was a little after 4. I walk in and head to the pick up department. The young lady behind the register took my name and didn't find the order that we placed. So she entered my husband's name and it came up. She then notified me that our soundbar isn't in. Right after she told me that, the employee that placed our actual order walked inside the pick up area. I notified the young lady behind the counter that we were told it would be in. I asked her when would it be ready, and she couldn't tell me the date. The only thing she could tell me is that the soundbar shipped out late.

I thanked her for her services and walked back to the soundbar department to see if one had come in and I would cancel the order that we had placed. The gentleman behind the counter notifef me that they were still sold out. I then asked him could he notify me of when ours would arrive to the store. Upon waiting, the employee that placed our initial order walked behind the desk and I told the gentlemen helping me that she was the one who placed our order and told us to come back today. He then notified me that she should have called and told us that our soundbar was shipped late. So the new arrival will be Oct. 10. I thank him for his services and left the store.

My husband canceled the order and ended up getting another brand from a different store. All in all, me not getting in contact with anyone at the store was a headache. Then not being notified of a delayed package and new delivery date was never addressed. And for the employee who placed our order...she was present upon me checkin on the package and being notified of what happened... she never tried to address...