Best Buy Butterfield Road

Worst purchase experience of my life. I purchased an open box PlayStation 5 controller in purple and was sent a black PlayStation 4 controller instead. The fulfillment was originating from a store in Downers Grove for the online order. I went to return the item at my home store in Aurora and was told they could not accept the return. I called customer service that provided me a shipping label. When I shipped it, they returned it back, saying they could not accept the return. They then said I needed to go back to the store to return it. I went back to the store, and I was told I needed to talk to fulfillment on the phone. I talked to fulfillment, and they told me I needed to return it at the store. With fulfillment on the phone and two managers present, they determined that I could not return the item at the store and that I needed to go to the store that the controller originated from in Downers Grove. Mind you, in this time, the nice lady on the phone from fulfillment was providing step-by-step instructions to the manager, James, on how to return an item that was sent incorrectly, which the manager clearly didn’t know how to do. I went to the store in Downers Grove only to be told that they could not accept the item because the wrong item was sent, and that I needed to file a claim with my credit card. When I asked why I would’ve been told by the manager in Aurora that I needed to go to Downers Grove to return the item, the manager in Downers Grove actually said that maybe the manager in Aurora was “just trying to get rid of me.” Six trips to the store, four calls to customer support, and countless hours wasted trying to return this item, and it came to nothing. I am truly shocked how unhelpful the Best Buy managers in Aurora and Downers Grove were. It was a truly defeating experience. If this is the kind of customer support that Best Buy provides for an item purchased that ended up being the wrong item, I really advise against doing business with them. I should’ve trusted my gut and just purchased the controller on Amazon. At least Amazon’s customer support will provide you avenues for returns if the wrong item is sent.

Management and customer service are rude and incompetent. They canceled my order trying to switch pickup to delivery and then decided to be rude after their mistake. Told me to move to the side so they could assist other customers and I could just repurchase my item. Spoke to another manager who said they would make it right and reach out later in the day. Of course that never happened and I haven't heard a word since. They could give a damn about service or the inconvenience they caused me by canceling my order without even informing or asking me.

Kaitlyn gave out of this world customer service! I came in with a computer in mind. Although they didn’t have that specific model in stop she was able to navigate me to another model. Gave a very thorough walk through of specs and pricing. Overall wonderful experience 10/10

Very friendly and helpful. They did not brush me off and went the extra mile