Best Buy Crystal Lake

They employed a new AI customer service tool that literally hung up on me when I asked to get a representative. They literally charge me money, cancel my order, haven't refunded me in over a week, and I can't even get through to a real person to get this taken care of.

This location in particular always looks like it’s going out of business 🤷🏼‍♀️ the displays are always empty. Preferred going to the Gurnee location as the store always looks full, big displays etc.

10/10 experience. Shout-out to BRADEN who took the TV buying process and made it smooth as silk. He was patient, professional, and painless. Definitely going to come back and recommend to friends and family.

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.