Best Buy Gurnee

I had hands down the best customer service experience of my life at Best Buy. My husband and I walked in planning to buy the new iPhones. From the moment we got there, everything exceeded expectations. Kyle was the first to help us, and he was incredibly knowledgeable. He took the time to explain everything in a way that actually made sense and helped us realize that switching to Verizon would be a better fit for us. He didn’t rush us or pressure us—just gave us genuinely helpful information that made the decision easy. He then connected us with Jarret, and that’s where things went to a whole different level. Jarret was amazing. He knew the answers to every question we had and guided us step-by-step through switching from AT&T to Verizon. Every AT&T store we had gone to before basically brushed us off and told us to call customer service, but Jarret actually took the time to help us through everything in person. We had some trouble finding our AT&T transfer PINs, and instead of getting frustrated, he stayed patient and helped us figure it out. On top of that, he even brought us waters and candy while we waited—which was such a small gesture but honestly made a big impression. He made sure we got the best deals possible and made the entire process smooth and stress-free. Between Kyle and Jarret, this was easily the best customer service I’ve ever experienced. Seriously—give those guys a raise as soon as you can. They deserve it.

Came in for phone service for Verizon except landed with someone named Jose as my advisor. Jose not only yelled and got aggressive towards me and my girlfriend at the time of my purchase, he decide to make a whole scene inside the store and not help us. Instead Jose from Verizon proceeded to tell me he’s the store manager, even though his name tag clearly states he’s nothing but an advisor that makes $10 an hour calls his buddy aka the new store manager (here comes a kid in Jordan’s SO PROFESSIONAL) and proceeds to side with Jose. Otherwords, RUN DONT WALK go to other location or don’t ask for JOSE FROM VERIZON

Very disappointed with the service at this location from Jose. I came in for a screen protector replacement and was hit with unexpected installation fees that weren't clearly communicated beforehand. Jose was unhelpful and rigid regarding these charges, even after we were told our install would be free. Jose made what should have been a simple process incredibly frustrating. Jose also claimed he was manager but his tag said advisor. The manager also said he wouldn’t help us because we bought the screen at a different location. Thankfully Jarrett graciously replaced the screen to save the day. I'd advise shoppers to double check every service here or go elsewhere where customer loyalty is actually valued.

The phone ai bot is useless dude. It literally hangs up when I select an extension