Best Buy Gurnee

I purchased a 65" tv. I brought it home, unboxed the tv and plugged it in to be sure it worked properly before mounting it to the wall. I immediately noticed the screen was spider webbed after powering it up. I call the Best Buy support line and explained exactly what was found and how to resolve the situation. Customer Support instructed me to return the broken tv to the store and exchange for a new one. I went a head and returned the tv as instructed by customer support with a few hours of the purchase. Staff from Best Buy came out to my car and unloaded the tv and brought it into the store. My wife was inside handling the return while I waited for the new tv to be brought out to the car. Several minutes later my wife came out extremely upset saying they refuse to exchange the tv and refuse to refund my card. She accused us of damaging the tv. Talking about some pressure point on the tv. I went in to express my frustration and she again accusednus of damaging the tv and refused to refund or exchange the tv. This managers attitude was rude and unprofessional. Of course when I got upset she told us to leave or the police would be called. Meanwhile I am out $1107 because she decided that we were the ones that broke the tv. Staff members who were very kind said this stuff happens often and were very understanding but this manage decided it was ok for us to get screwed out of over $1000. I will never buy from this store again.

Honestly one of the worst experiences I’ve ever had. They messed up my order and over charged me. So I had to cancel everything and push out my scheduled date. Then they sign me up for wire concealment and don’t tell me I need a whole kit so I had to drive back to the store to buy that! Come to the day of the appointment, over an hour late after I had to take off work, didn’t fish any of my cables through the kit, mounted the kit wrong so I I can’t get wires through it even if I wanted too. Left the outlet behind the tv exposed without a plate thinking I wouldn’t notice. Mounted the tv SEVERELY crooked and when his partner said something he agreed with her and tried to pass it off till I told them to correct it. They literally left all their trash and said “keep it in case we have to come back for some reason”. They can’t even come out for another week to fix the issues! But they sure said they can come in TWO days to take it all down and refund me.. glad I have the entire visit recorded on my security cameras cause I’ll definitely be needing it.

Kyle was the one that helped my brother in law buy his Switch 2. Gave all the promos going down and was really informative on what Best Buy could do if he ever wanted to come back and buy a PC! If you ever need someone as helpful as him with deals and promos or just talking about games he’s your guy! 10/10

Lots of people working, but not to helpful