Best Buy Crystal Lake

Made a special trip here in the cold pouring rain on Sunday 3/15 to return a sealed video game because it's the final eligible return day. Days ago I had already gone online and confirmed my return date for this item, which said 3/15, since Best Buy has a less generous return period than everywhere else. The item is completely sealed and still has the red and white store pickup tag with customer names, order numbers, and 2 QR codes on it, I figured that's all I'd need for them to recognize the return. Wasted time and gas to go do this return in bad weather for the person to tell me my last day to return was the 11th. Asked me for phone numbers that were involved with the order that I wasn't able to recall off the top of my head as a family member did the initial order, and again I figured this tag would be all I need. I've had something similar happen before where I came to the store to do a pickup for a family member and they told me "you are not (Name), we can't let you pick this up". Of course I had previously been added to the order as an alternate pickup person and once we had the item after two trips to the store we could see my name was even on the printed tag waiting to be picked up, if the employee had only looked. My mistake this time for not thinking I should waste printer ink and bring every possible document announcing that my return window for this item says March 15th so nobody could tell me otherwise. I can still go online right now and it still shows me the button for return options and it allows me to initiate a return. It's 8:15PM and the store is closed now. This is now multiple times that I have come to this store for a pickup or return and was made to feel stupid and left the store. Why are your systems so complicated that you cannot see my eligible return date with an order number and pickup tag provided? Why are your employees so unable to assist customers in accomplishing what they have come to your store to do? I consciously choose to shop with Best Buy sometimes thinking this is probably the next retail chain to shut down thanks to competition from you-know-who, so I try to spread my business around and not just always order from the website that will bring the item to my doorstep and give me easy 30 day returns compared to Best Buy's 2 weeks. I think I'll stop worrying about trying to give Best Buy any business, and when they close more locations in the future I will understand why people weren't shopping there, because of experiences like mine.

I feel like my IQ has lowered after leaving that store. Literally just a group of kids that doesn't know what's going on. The same dude welcomed us into the store four separate times. We went to the checkout line and there's two people there and neither of them know how to do their job. I've never been in a place where the employees seem so utterly clueless. Will not be coming back and would definitely not recommend. Save yourself the pain and shop somewhere else or go online.

Went to purchase a gopro max 2, display price is at $299. When pulled out of the counter the price is actually $599. Employee stated that "gopro" is responsible for the price tags on the display. Asked about the insta360, same thing, price display $299 when pulled from counter $599. Best Buy needs to be aware of these prices, could be a "fraud" manipulation.

I’m extremely disappointed with the way this Best Buy handled a simple request. I came in to price match Sonos speakers I purchased here after the price dropped at Best Buy itself. The customer service associate was polite and tried to help, but said they couldn’t process it because I was on day 16 of the 15 day window. Then the manager, Dan, stepped in and immediately shut it down with a flat “No” and an attitude that felt more like a power play than customer service. He came across like a newer manager who either hasn’t been trained or doesn’t understand how customer retention works because there was zero effort to apply any flexibility, escalate, or find a reasonable solution. His only “solution” was telling me to pay $50 for a Plus membership to get a longer window. Here’s the problem: I ended up buying the yearly membership anyway just to save the money with the price match, but it felt like the savings were being held hostage behind a paywall. That’s not helping the customer that’s forcing an upsell to fix an issue that shouldn’t be handled this way in the first place. I’ve spent over $4,000 at this location in the last 12 months. After this experience, you’ve lost my business. I’ll shop online first and only use this store as a last resort.