Best Buy — Local services in Wheeling Township

TL;DR: Best Buy employees gave me false info about Apple products, indoor antennas, and coax cable extensions. I walked in prepared, but they clearly weren’t. If you’re thinking about buying an antenna or need real answers, read this entire review. It could save you time, money, and a return trip.

I recently visited Best Buy to ask a few specific questions about indoor antennas and related accessories. Unfortunately, the experience was disappointing and frustrating from start to finish.

Right out of the gate, one of the employees confidently told me that Apple doesn’t make the Lightning to Digital AV Adapter. That is absolutely false. Apple does make this product. I purchased mine directly from the Apple Store. It’s a standard Apple item, and the fact that an employee didn’t know this is concerning, especially at a tech store.

Next, I was told that indoor antennas don’t need to be near a window. That’s flat-out wrong. Every indoor antenna, whether it’s $20 from Amazon or $200 from a name brand. All indoor antennas must be placed near a window to pick up a proper signal. That’s not an opinion; it’s a basic fact. The advertising that claims you can just mount one on a wall and get great reception is misleading at best and completely false in all cases.

I tried to explain this based on my own extensive research and real-world testing, and instead of listening, the employee dismissed what I was saying. Naturally, I was correct, and the sad part is, I shouldn’t have to educate the staff.

One of the representatives even told me that this particular antenna I was going to purchase had been returned a lot. Well, no kidding. It’s likely been returned a lot because the box falsely claims it can be mounted to a wall and doesn’t need to be near a window, when it only comes with a 12-foot coaxial cord. That’s not nearly enough length for the average person whose window might be 20 to 25 feet from their TV setup, something these two employees should absolutely know.

I ended up purchasing one of the antennas just to test it out, and of course, when I got home, I knew exactly what was going to happen. I paid $100 for an antenna that couldn’t reach the window and barely pulled in a handful of channels, despite the box advertising a 100-mile range and access to over 80 channels. That is blatant false advertising!

Then came the conversation about coaxial cable length and extensions, and it was clear the employee had no idea what he was talking about. I explained that modern indoor antennas are designed with built-in, non-detachable coaxial cables, which means you can’t just add an extension the way you could in the past. Many of these newer antennas have the cable fused directly into the housing. There’s no removable port to add an extension unless you manually cut and rewire it, which isn’t feasible for most consumers, myself included.

I even said, “Look, I don’t know how to safely modify this. I’m not a technician, but I do know you can’t simply unscrew and extend it.” He looked at me like I had three heads. He clearly didn’t understand the basic hardware design.

This is not the first time I’ve experienced poor service at Best Buy due to undertrained, inexperienced employees. It’s frustrating to walk in as a well-informed customer and be met with smug attitudes and misinformation. These young employees may have grown up in a tech world, but there’s a huge difference between using technology and actually understanding how it works.

I genuinely miss the days of RadioShack, when employees were trained, knowledgeable, and could actually explain how things functioned. Those days are gone, but that doesn’t mean Best Buy should lower the bar. If anything, the need for proper customer service and accurate, informed help is more important than ever.

Best Buy needs to invest in better training. Misinformation or no information at all doesn’t benefit the customer, or...

Store is great BUT general manager Hector Claudio has absolutely NO customer service experience and has no business in a leadership role . Came in with my son Xbox one broken headset ( Beach Turtle ) for the 2x in 2 months for an even exchange noticed that there was a sign that indicated Asto headsets for $19.99 with multiple sets hanging from the sign I grabbed 2 one for each of my boys and walked over to customer service . I took a picture of the sign due to past experience of sale price not coming up so to save a trip back I just snapped a picture of sale price. Well headsets ring up for $59.99 I explained to the young lady showed her the picture and immediately she called the manager to remove the sign and the remaining sets . General manager HECTOR CLAIDIO shows up and indicates “ Well that’s a sign for a remote and I’m not honoring it “ I indicated that the sign had multiple headsets on there and there was more then a couple on there . Manager stated he would give me a remote for that price and I informed him I didn’t need a remote I needed headsets. With a disgusting look on his face and nonchalant body language he said NO I’m not honoring it . I asked him for his name and he said I’ll do one better I’ll give you my business card . He walked back with his card in hand , handed the card to me and walked away . It’s not what he said it’s how he handled the entire situation . Even if he couldn’t honor the headsets at that price he could have definantly been more courteous and at least pretended to be concerned about his customers . This man walked away , went down the same aile to verify that the sign and sets were removed and went about his day ... I truly hope someone reads this and takes action because I’ve spend so munch money at this location and to be treated in such a manner is frankly disgusting . Arlington heights location on Palatine road . I will be going to the Schaumburg location from now on . It’s further away but they are MUCH more...

I purchased a television from Best Buy, which remained unopened in its box in my gym for approximately a month. Unfortunately, this placed me just outside the return window. Upon finally setting it up, I discovered the screen was completely non-functional. I understand I should have tested the unit sooner, and I acknowledge that's my error. However, given the undamaged packaging and the company's reputation, I reasonably expected the TV to work.

When I brought the defective TV to the store, seeking a resolution, I was met with complete indifference. I wasn't expecting a full refund, but even a small gesture, such as a modest discount on a replacement, would have been appreciated. Instead, the service manager, who presented a dismissive and unprofessional demeanor, stated he 'couldn't even touch the box.' This response was not only unhelpful but also baffling.

This experience exemplifies a profound lack of customer service. I am deeply disappointed and will no longer be a Best Buy customer. This incident reinforced my concerns about the company's long-term viability. If this is the standard of customer care Best Buy provides, I foresee their continued decline.

Edit: so this is the response I got after following the advice from the owner to "reach out" what a joke. Hi, Tim,

Thank you for sharing those details with me. I can understand your sentiment surrounding the situation. I do wish I could've been able to help in finding a resolution for you. I have however documented your feedback here in my Corporate system

If you do feel you would like for me to request another member of the store's leadership team give you a call to discuss your experience or you require assistance with an alternate matter, please feel free to reach back out and let me...