Best Buy — Local services in Vernon Hills

I have been shopping at Best Buy (various stores in several states and online) for 20 + years. I bought my 1st plasma TV from Best Buy and I was hooked on Best Buy ever since. I am also an Elite Member and I frequently visit their online store as well as the B&M stores.

We recently purchased $5600 worth of appliances...at Vernon Hills store. Of course they were very happy to make this sale. Went with the 18 month 0% Finance...vs 10% off paying it cash.

1st delivery - all four units show up but the refrigerator was damaged and the washer / dryer was hooked up opposite the units that were installed in my home (washer was installed on the right side and dryer to the left side...now, the doors banged against each other when opened)...when my wife tried to ask the installers to switch them back, they simply drove off. The dishwasher was not installed because hard wire vs plug in (even though there was a plug already present under my sink, for the dishwasher). We called the store. Were told a 3rd party installation company was sent (XPO, I was told). We paid for the Geek Squad Service (covers installation and removable of old appliances etc). So...we have no working washer and dryer as they removed my units...as part of their haul away service.

2nd delivery - dishwasher is installed but leaked water all over my kitchen floor. The washer and dryer were put back in the right order but the dryer vent wasn't long enough...and the drain hose was not long enough (but mind you, we bought all the accessories for proper installation at the store at the time of purchase). I then go to Home Depot and buy the parts needed and I install the washer and dryer and put them back...they were heavy. Refrigerator - well, no damage when unboxed from the truck...but, while they were bringing it into my house, they dinged the doors against my staircase...now, it's no longer in new condition.

3rd delivery...banged up doors to the refrigerator are replaced...but the dishwasher had visible damages.

4th delivery...dishwasher is installed.

Each visit, they took away things like ice/water line to my refrigerator. I had to buy extra parts.

They did give $200 credit and credit for the washer and dryer parts. But you know, calling Best Buy Customer service was a nightmare with long wait times. And calling the store was hit or miss. We just felt like we were all alone. I bought these from Best Buy. I did not hire the installers separately. What is the point of having the Geek Squad service if they don't even come out to install?

Overall, the worst experience of buying anything from anyone. I am going to think twice before coming back to Best Buy. We felt betrayed and we felt alone for almost a month...trying to get these installed.

Through it all, I thought, I want to pay cash for this and be done with Best Buy…but nope, they couldn’t even do this one simple thing for me. Could have returned everything and re-bought it all with the option to pay for it cash and save 10%? With all that we endured, you’d think they make this right for us.

Be careful before you...

On Tuesday I called a head to set a keyboard aside to do an exchange for a keyboard I purchased on Monday (from the Gurnee Location along with other items) that ended up having two keys not work. Another item I purchased I ended up not needing, I took with me to return. I called the store number, was transferred to "customer service", told them the item I wished to put on hold and let them know I would be in after work to do the exchange and return. I walked in and asked for help, an associate by the name of Isabell, stated that she would be assisting me. I told her I has called a head of time and placed an item on hold for an exchange. Immediately she told me I didn't speak with anyone that their location did not have a phone, again I tried to tell her that I indeed spoke with someone and that they pulled the item for me to pick up, she cut me off told me they did not have the keyboard in store and told me I didn't speak with anyone in the store as they do not have a phone and their customer service is in Minnesota. She tried to send me to Arlington Heights as they supposedly had the keyboard in stock, I politely explained that I was not willing to make that drive and I specifically called and I this specific item placed on hold for me to exchange. She told me there was nothing that she could do aside from ordering them keyboard to their store or I would have to make the trip to Arlington Heights. In the ended I just ordered the keyboard and had it shipped to the store. I proceeded to do the return of the item that ended up not needing, Isabell started the return and opened the box, to both of our surprises there was no item in the box. She told me she could not do the return due to there being no item in the box, flabbergasted I told her I would take it back to the store that I purchased it from and explain what happened. She handed me back the box and we left. I went to the Gurnee Store the next day to sort this out, explained everything that had happened but the Gurnee associate told me that Isabell had done an EXCHANGE on the item I had wanted to return and asked me if I had gotten another empty box. I explained that she told me she could not do the return and just handed me back the empty box. She also explained how "holds" work through he store, ultimately it is an "order pick-up" that Isabell could have checked to see if had been pulled. The Gurnee associate helped me the best that she could, but ultimately this was an issue I had to handle with the manager who was not on duty. I ended up missing a half day of work due to going to speak to the manager who is only available in the mornings.

In the end I got everything worked out. It took 3 days and missing half day at work. If it can be avoided, I will not be returning to this location.

This could have been avoided if: Employees check products during checkout If the website or the automated message during the phone call explained how the customer service actually works Associates let the customer EXPLAIN everything before...

2nd Experience This location is by far the worst and customer service doesn’t exist here AT ALL, management is trash and unfortunately employees have to follow their ignorant advice. After having been in the customer service Industry for more than 12 years I can point out and recognize good service when I see it. This Best Buy location has lost the concept of what customer service is and they are a complete fraud and lie!

I went in to buy an iMac 27 inch reg. Price $1799 and I wanted to take advantage of the Price Match guaranteed listed on every item on the site with no restrictions to specific retailers to match price. Nice employees were there to help and they almost assured me this could be done, it was the same model, version and specs and the only thing I needed was the price matched. They asked the so called supervisor and he said no and the only thing they could do was $50 when it was supposed to be matched to $1649, I’m a B.B. Credit Card holder and I needed this today for my business and I have spent thousands of dollars in technology for my house and business and they were not able to do anything to price match. I was also going to buy an LG TV for my house but with this kind of “customer service “ I am done with Best Buy, I will be taking this to the BBB and Best Buy corporate because I’ve had bad experiences at this location twice in a row.

They said they did not math to B&H because they don’t charge sales tax and shipping and that they would not make any money when their own website says that they price match to B&H Photo and Video and this is honestly not my problem. Excuses and fraudulent store.

1st Experience As a customer who currently holds a Best Buy credit card and have purchased thousands of dollars in products it is completely unacceptable that I have been waiting for more than 20 mins standing in front of the apple section for someone to help me buy IPad Pro 12 inch and 2 Apple Watches and possibly air pods. I pointed this out to the person greeting you at the entrance and multiple employees passed by and NOT ONE offered help or asked if I was being helped and my wife also tried to flag one of them and completely ignored. I will think twice about coming back to this store. They have always been my #1 and now I’m completely disappointed.

Thanks BestBuy for...