Best Buy Merrillville

always a friendly staff and very helpful every visit f

I originally purchase an iRobot Roomba Combo j9+ through Best Buy's website, opting for their "Used - Excellent Condition" option. When I received the item, it was obviously broken in multiple places. The door to the hub was broken off with no way to reattach, and most importantly one of the wheels was broken making it impossible for the robot to move. I was shocked that it would have made it through any kind of quality control. I chatted with their customer care, and they told me they would easily fix it and that all I needed to do so was take it into a store and they would exchange it for a new one. I did exactly that, and it was not until the very end of the exchange transaction that the manager told me that they could not in fact exchange the item I had purchased, and my only option would be to buy a brand new one and pay the difference. I asked if they would be willing to assist with the $333 price difference given the fact that 1.) I did not receive an "excellent condition" item to start with and 2.) I was given misinformation on how to go about exchanging it for another without being out of pocket MORE money I was not expecting to spend right before Christmas. The store manager refused and treated my wife and I as though we were just moochers looking for a quick buck. He told me to call their customer care department, which I did. 4 separate times I had to call, because after spending OVER 30 minutes on each call, the line mysteriously disconnected. After the first call disconnected, on the following three I begged them to call me back if the call were to drop. Each time I was assured that they would, and each time I never received a call back. When a case to request a refund was finally filed, I was told I would get a response within 24-48 hours. 6 days later I had to reach out myself for a response, and it was a "no" with no further explanation. I had debated buying this product via Amazon, but went with Best Buy because I thought their customer service would be better. I couldn't have been more wrong. There service is the worst I have ever come into contact with. I have never felt like a company cared less about their customers.

Very knowledgeable crew. The lines were very long and the cashiers reacted quickly. Great job team.

Best buy has been the best place for me to get all my things I need and also for my son for the things he needs to get his pc gaming setup. They are truly knowledgeable on what are really good products to getand at the best price available. I do recommend and will most definitely be back.