Best Buy Crystal Lake

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.

So I was returning a ps5 controller bc it had some defects ( o button was sticking) so I went to this location to do that. They had to order one bc none were in stock. I got the new controller in the mail and it was damaged. I went to the store showed them and the store manager David came out to look at what could be done. David tried to rub off the damage thinking it was something that would rub off. Unfortunately it made the problem worse and on top of that the controller was not in stock at any bestbuy or online. So I had to get a similar one but not the exact same. I was very upset and David handled it very well and was very understanding. Come a month later I saw they had it online. So I went in and it was a hassle free experience.

Unfortunately, I was not satisfied with the service from the sales rep Ken. She was not very helpful, her product knowledge and communication were very poor, and her attitude made the interaction uncomfortable. Even the manager Brandon was not helpful and poor professional too. Not recommend this store!