Best Buy Crystal Lake

Excellent Geek Squad Service Center

I visited Best Buy recently and was very pleased with the service, specifically with the supervisor Puga. He went above and beyond to explain the different options that they had, great advice and patience. I am more than satisfied with my visit and purchase. A huge thank you to Puga I will definitely be back to visit soon.

Had a store pickup with a family member listed as the approved pickup person. I extended the pickup deadline once so the item was there for 2 weeks. Today was the last day and I still haven't had time, so family member did me the favor to stop and get it while they were already in the area. Family member took the time to go into the store even though the pickup was also set for optional curbside, to avoid any complication. Employee at the counter gave my family member grief, telling them that they are not me, and refused to give them the item. We took the time and printer ink to make sure to bring a printout with the barcode & order number, including the line that said "pickup person:" with their name, also provided ID. Had to make an entirely separate trip back to the store to retrieve the item. I do appreciate security steps and care being taken before handing over a $500 purchase. But that shouldn't include refusing the pickup person that should be listed in your system or on the tag. And of course, despite the extra time and gas being wasted by their mistake, no offer of "hey here's a 5 dollar gift card sorry for wasting your time". Not nice to be made to feel like you've done something wrong when effort was taken to make this go smoothly. I'll think twice next time about dealing with BB. Please train your employees that there is an option for approved pickup person.

It was early last year, I made a purchase from Best Buy in Crystal Lake. It took me a while because it was by far the worst experience I’ve had with Best Buy. I bought a new home near the area and the house had an outdated garage door opener. . I asked for assistance from a sales associate and he honestly did seem helpful at the time. He referred me to a keypad device that was also a doorbell, which I did not need. But he insisted that this would work and even set up an appointment with an installer. When the installer came to my house, he said an additional device was needed for the keypad to work and it would cost additional for the device and a separate installation fee. I did not mind purchasing a separate device. If the sales associate had told me that was needed, I would have bought it right away and had both pieces installed. So therefore, I paid around $150+ for him to drill a keypad onto the side of my garage. I planned to buy the device, but did not feel it was fair to be charged an additional fee for a separate installation. So I decided to call customer service of Best Buy, which was the most frustrating experience I have ever had with a company. First off, just like many big companies, they outsource their customer service lines to India. I was on hold for very long periods of time and I was hung up on twice. Then lastly, when I thought the issue was resolved, it turned out I was lied to indicating that there would be no charge for the installation of the new device that I had ordered and they would come in at a specific date. She told me the date and time, but did not send me a confirmation email. Then of course, the person never came to my house after I took the day off from work to wait for them all day. At that point, I gave up. Best Buy is one of those stores that might be convenient to pick up something like an extension cord or a video game, but I do not recommend actual services from them. All reviews require a star, if I could, I would give them a zero ⭐️. It took me a little less than a year to write this review and as you can see, I’m still quite frustrated with Best Buy.