Best Buy Vernon Hills

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: 1. Employees check products during checkout 2. If the website or the automated message during the phone call explained how the customer service actually works 3. Associates let the customer EXPLAIN everything before cutting them off

Great Box store, decent customer seevice

Best Buy is the best. Lol. My go to for anything electronic. Wish the store in Lake Zurich didn't close! Vernon Hills store was great. Awesome employees! Great products!

Ordered something ahead picked up right on time