Best Buy Gurnee

I have mixed feelings about our recent refrigerator purchase from Best Buy. The salesperson who helped us in the store was excellent—knowledgeable, professional, and genuinely helpful throughout the buying process. The refrigerator itself has also been great. Unfortunately, the delivery and installation experience was the complete opposite. Best Buy instructed us to purchase a water line with the refrigerator, but the installer refused to use it. The connection that was used leaked, causing water damage to our basement ceiling. When we reported the issue, the installer suggested the refrigerator itself might be defective, leading us to begin arranging a replacement. Instead, we hired a licensed plumber, who installed the water line Best Buy originally told us to purchase. The leak was immediately resolved. The refrigerator was never defective. What followed was hours on the phone with customer service, multiple transfers, conflicting information, and being told to work directly with the delivery company’s insurance provider regarding the damage and plumbing costs. From a customer’s perspective, this was frustrating since the appliance, installation materials, and delivery were all arranged through Best Buy. The one bright spot was a local store manager who finally took ownership of the situation, listened to our concerns, and personally helped move the claim process forward. Her assistance was greatly appreciated. The refrigerator is great. The salesperson was great. The delivery scheduling was prompt. However, the installation, communication, and post-sale support left a lot to be desired. A company should be judged not only by how it makes a sale, but by how it handles problems when things go wrong. Unfortunately, this experience has left us hesitant to purchase another appliance from Best Buy.

I had to pick up a cable for my laptop, and they were able to help me straight away, saving me money, rather than having to order from the laptop brand website.

I worked with Jaydon and he was very sweet and helpful with his recommendations. He was very genuine and wanted to be helpful.

This place is a joke. Every box was either open or dented. They don't even have bags! Like most of the stores in gurnee, there may be a Best Buy sign, but you're getting a gas station experience.