Best Buy Reviews in Illinois, USA
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Best Buy Reserve
I received a "Best Buy Reserve" offer last summer to activate a new phone by end of the year to receive a $50 Gift Card. Hadn't really decided if I was going to get a phone but I replied to the text to place my "reserve" just in case. Eventually I decided to go in and trade it for the next generation. Great chance to get a new phone, right" Plus there was a $50 immediate discount through the manufacturer (Apple) on all IPhones. End of July I bought a phone - had it activated asked about the Best Buy Reserve Offer and was told I would receive an email regarding the "gift". After three weeks I noticed I hadn't received anything - went in the store and asked the cell phone rep and he said I should have received the email and would send it out again, check email within next 30-45 mins. Still nothing...and this happened a few times after several trips into the store and calls to Customer Service over the next 6-8 weeks. Not to mention that I explained the issue over an over again each time I spoke to someone (annoying). Life goes on, I put it aside for awhile since I was getting no where but then in November thought I'd follow-up. Although there were helpful reps that tried many times to send me the supposedly infamous email including the offer that never came, when I finally spoke to a manager I was treated as though I initially contacted Best Buy and made up the offer. I finally wrote to their corporate office and now into the new year received a very vague but harsh letter saying that I did not qualify for any additional reimbursement. So guess what - 2014.... I received a new BB offer for a $50 Gift Card with reservation for new phone purchase. Nope - not going to get my business again. Even though they have trained their employees to be courteous - their management and corporate relations are HORRIBLE!!!! Start retraining your management level on how to treat your customers or maybe to even find out more before putting a hand in the face and stop false advertising BESY BUY(?)! Love my phone but not the shoddy business behind it. I'll bet the manufacturer would not be too happy with the way customers purchasing their product are treated.
Dishwasher Nightmare | Best Buy review from North Aurora, Illinois
Best buy is the absolute worst! I have never been treated so poorly or experienced such awful customer service in my life! The only reason we purchased our "new" (but it was really used, had water in it and did not get the insulation with it or the box) dishwasher is because they wouldn't return a TV that was ONE day past the return policy. They have GOT to be trained to pass the buck on every call bc that is what happens every single time.. it's unreal. My husband spent 4 hours with them last night just to resolve NOTHING. Not its 8am and we're starting again. This was NOT our fault, yet we are doing all of the leg work and trying to fix it. All we want is a warranty as they sold us a used dishwasher with no insulation or box at the new price..is that so much to ask? This is the 3rd time we've dealth with BB and this will be the last. They have not only lost us as customers, but our friends and family and anyone else we know will be advised of this terrible stressful service as well.
Reason of review
Poor customer service
All we want is a warranty for the product you sold as well as the insulation so we can return what Menards provided out of kindness.
Upset | Best Buy review from Skokie, Illinois
unfortunately we won't be coming back to this store (or best buy again). we were verbally told that we can return a product that we had purchased prior to a move from another state (this product was shipped to Illinois) at any time within a couple months of receiving it (which apparently was a lie, probably to make a sale). we received the product about a month and half ago (was shipped to a family member's house) and we moved back several weeks ago. we opened the product and it was damaged, so we brought the product back to best buy. customer service told us it didn't matter what the other employee had told us, on the receipt it states "14 day return policy on most items". the frustrating things are: the lie that the employee told us at best buy just to make a sale, the 14 day return policy for everyone (UNLESS you are an elite member... that just makes this return policy worse because apparently it wasn't that customer service couldn't help us, they wouldn't). we would never abuse a return policy and it is unfortunate that this company could not give us store credit or a refund, especially at this day and age where most reputable and successful companies do have a better return policy. we are pretty upset. we understand that companies don't mind upsetting a couple customers here and there, but that is eventually what determines the course of a successful vs unsuccessful business. i guess we'll never know what it is like to be an elite member, as we will not be going back to best buy...
Review from Chicago, Illinois | Best Buy review
I purchased a laptop charger just under a month ago. It wasn't working with the laptop as I hoped, so I went to return it. I had my receipt all the original packaging. Nothing was ripped open or missing. I received an in store credit for $71 and I never shop at Best Buy. This was a special circumstance that I needed professional guidance on what to buy. NEVER AGAIN will I shop at this store. The customer service person could have cared less that I was sold something that didn't work. I plan on telling all my friends and family about their policy. As well as posting on facebook and other complaint websites.
A tale: my recent experiences with Best Buy
This all culminated about a year ago, but I gathered all correspondence into one document. It has now become a bit of a joke amongst my friends and I'm asked to read it at parties. I even read it onstage recently at a storytelling show... I don't think it's all that entertaining (except Cherie's response at the end), but people always roll in the aisles... probably just because I get all red-faced and do some silly voices while I'm reading it. A few friends encouraged me to post it on some customer service forums to see what happened. If you actually read all of this, I'd like some advice as to where I went wrong. What should I do in the future when these kinds of problems arise? Best Buy is pretty much the only electronics retailer left in my town, so I'm kind of stuck with them. I like *buying* things there, but I hate *shopping* there. Any advice is appreciated! I'm expecting nothing, as usual, but here goes... I sent this via the 'contact us' page on 11/8/12: At the behest of your customer service representative, I would like to write about my frustrations with Best Buy. I will recount the most recent experience first. On October 17, 2012, I received an email that I had until November 17 to use a Reward Zone certificate. Shortly afterward, I attempted to redeem it at bestbuy.com but received two alternating error messages: "We do not recognize the following Reward Certificates: ###########. Please try another Reward Certificate." And (paraphrased) The Reward Certificate number does not match the Member number. I attempted to use the certificate several times over the next three weeks, but received the same error message(s). I attempted to resolve the problem via online chat, but was told to call 888-BESTBUY and speak to a Reward Zone representative. Every single experience I’ve had with calling in has been incredibly time-consuming, and no issue has ever been resolved, so I asked if there was any other way to resolve the issue and was told no. This morning at 8:17am central, I called 888-BESTBUY and asked to speak with a Reward Zone representative. The first person I spoke with had difficulty understanding my problem at first. I was put on hold several times and after I was able to fully explain the situation, the representative told me to print the certificate and bring it to a store. I explained that because of transportation issues, this is not an option for me. I was put on hold again and then told that there was a "system problem" and to try again in 24 to 48 hours. At this point I asked to speak with someone else. At approximately 35 minutes into the call, I was connected with a Reward Zone supervisor to whom I re-explained the problem. She initially thought it might be a problem with my original certificate, so she issued me another one. I tried that one and received the same error message. She told me to print it and come to a store. I re-explained my situation and was put on hold. At approximately 50 minutes into the call, the representative took the SKU and my payment information and attempted to place my order for me, but received the same error message. For a third time, I was told to print the certificate and bring it to a store, so I re-explained that that is not an option. At approximately 1 hour into the call, I was connected to a customer service representative in a different department. I’m not exactly sure what the purpose of this transfer was. The Reward Zone supervisor stayed on the line and the two of them talked about my situation. After I explained again that I wouldn’t be able to come to the store, the customer service rep looked to see if I could be issued a gift card to substitute for the Reward Zone certificate. Unfortunately, that wasn’t an option, so she had to tell me that there was simply nothing anyone could do for me. At approximately 1 hour and 15 minutes into the call, I asked if she could at least have an extension on the expiration date for my certificate. She said that she couldn’t do that but that she could transfer me to the Reward Zone department. I explained that I simply didn’t have any more time, as I needed to get ready for work. She was very apologetic, and the whole exchange was very civil, but I wanted to make it clear that this astoundingly inefficient and incompetent level of service is no longer an anomaly at Best Buy… it has become the norm. On that note, let me now copy you on a letter that I wrote to the store manager for the Champaign, IL Best Buy store about an experience I had earlier this year: . 1/6/12 To Whom It May Concern: I wanted to write a note about my recent shopping experience at Best Buy, Champaign, when I bought a new iPhone 4S. First and foremost, I don’t want to be "that guy," and write a scathing note to get anyone fired. I’m not really angry or anything… Rather, I’m a front line manager for another business here in town and after consideration, I figured that I would want to know if one of my customers had an experience like this one. I’m not a letter-writer, but I couldn’t find any other way to contact management. On Friday afternoon, January 6th, 2012, I came to the store with the intention of re-upping my AT&T plan and purchasing a new iPhone since I had gotten a gift card for Christmas. I went straight to the Mobile section and wandered for about 20 minutes. They were busy, so no one approached me, so I browsed around the store for a bit. Every time I returned, I received no attention. After approximately two hours in the store, I had to be somewhere else, so I had to leave. I went online that afternoon and purchased the iPhone through bestbuy.com. I quickly received an email that my order was ready for in store pickup. I was coming from out of town, so I couldn’t get to the store until about 8:15pm (the email mentions that pickup hours end at 9pm). I went to the customer service counter, and after a brief back and forth on the radio, I was told that my phone was at the mobile section. The mobile section was just as busy as it was earlier in the day, so after about a ten-minute wait, each of the three representatives (#1, #2 and #3) individually asked me what I needed. Each time I was asked, I gave my order number and said that I was picking up a phone. I watched as each of the three reps checked in the same two places for my phone, and then went back to helping someone else. When a fourth person (#4) came from a different area and asked if I had been helped, I said, "not really." I gave him my order number and said I was picking up a phone. He checked the same two places, conferred with the other three reps for a bit, and they said that I needed to go to customer service. I said that I had been there already, so #4 went to CS to check. After about a 10 minute wait (it was about 8:50pm at this point), #4 came back and said that the paperwork for my pickup was in the warehouse, but the phone was still in the mobile section. So he gave my paperwork to #3 and left. It was about 9:05pm when #1 asked if I had been helped yet. I said that #3 had my paperwork for my pickup. He looked at it and got an iPhone out of the drawer and spent the next 15 minutes or so activating it. That whole process went smoothly and #1 was very helpful during the activation process. At about 9:20, He handed me my phone and it was working immediately. Then, he asked me how I was going to pay for it. The two obvious issues were: #1 I had already paid for it online and #2 The readout was saying that I owed $700 for the phone, but it was actually just $212 with the re-upping of my contract. I told #1 both of these facts, and he asked #3 what he should do. #3 asked me "are you sure you paid for it?" I said yes and re-stated my order number. #1 called on his radio for help. A young lady (#5) came to his station and tried to help. After a short while, #5 said, "sorry, I can’t help you" and left. #3 also left and she started to clean the area around the mobile section. So #1 and #2 spent about 25 minutes figuring out how to apply my payment while I sat and waited. Finally, I took a brief bathroom break and when I returned, they had figured out the payment and said I could leave. I felt pretty guilty at this point, as #1 told me several times that the whole debacle had caused him to miss his last bus and he was going to have to find a ride home. I was interested in the black tie protection, but didn’t want to delay any more, so I figure I’ll have to come back to brave the storm at a future date. All in all, I’m happy with my iPhone. But needless to say, the whole process was pretty exhausting. I don’t know if it’s just my bad luck, but my last four shopping experiences (a laptop, two phones and an entire home theater system) at Best Buy have been some sort of train wreck, dealing with staff members who are either stretched way too thin (i.e. trying to help several customers at the same time) or undertrained on your system. I shop at Best Buy because of the selection, but the service has been so grossly substandard in recent years that I don’t see myself returning. I would appreciate the opportunity to speak further about this experience if you think it would help. My contact information is below. . I received no response to this letter. I would appreciate any sort of response to this correspondence. I’m an "electronics junkie" and I shop at Best Buy for the selection and, for some reason, out of a sense of loyalty since I’ve been going there for so long. However, I am considering switching to another retailer because every single experience I have had with your company over the last year has been incredibly frustrating. My time is valuable to me, but I don’t feel that it is worth anything when I am in your store or speaking with a representative of your company. And the kicker... here's the email response I received on 11/10/12. I haven't edited it at all (except for one swear word, which Best Buy's forum, ironically, is making me edit), so please forgive the myriad spelling and punctuation errors: Hi Mike, I am Cherie with Best Buy Customer Care. First and foremost allow me to apologize on behalf of the BestBuy group for the inconvenience you have experienced everytime you placed an order via online and instore.At Best Buy, we understand the importance of good service, as well as how frustrating poor service can be.Your experience with the agents approaches has been unpleasant.And,I really do appreciated your patience towards us,from all situations you have encountered with us wasn't really good at all but still you seemed to stay calm to give your repeated words/phrases just for the agents and manager to fully understand your issue and you still don't get too much pis-ed off.We salute you for that.We can't blame you if your decision to let go Bestbuy as one of your "favorite" store.We respect and understand you mike to that.For whatever dissapointing expections had happened to you from us would be our lessons to improve that and we thank you for that.This ain't a negative compliments to us but to face as positive challenge to take back our customers who has been dissapointed and left Bestbuy too as you are with our service.We will value this forever.Again sorry for everything that you have experienced from us.You will be valued Mike as our loyal and thoughtful costumer from Bestbuy and would always welcome you if you wish to do a purchased from us.May GodBless you always and Have good day! Sincerely,CherieBest Buy Customer Care Team
Best Buy Customer Care
Best Buy - Employee Review from Moline, Illinois
Normally you would get assaulted by every employee in the building... the one time i really want help.. l can't get it. I stood by the cell phone counter for over 20minutes.... some people would just walk near me and poof! They get helped.. is it to much to ask for some one to help a person that was there first? Todays date 12/7/14 it is currently 12:57.
Reason of review
Poor customer service
Miss Leading Price Match Information | Best Buy review from Medinah, Illinois
On 11/8/14 my son purchased a Sharp Aquos Q+ 60" LED TV at the Best Buy in Crystal Lake, Il. The sale price was $1399.00. He purchased the 2 yr protection plan as well. I was with him and questioned the sales rep regarding the pricing should it be lower in the next couple of weeks. He assured me that their Price Match Guarantee would cover that. Not once did he mention that the prices on Thanksgiving weekend would not be matched. We were in the McHenry, IL store on Sunday 11/30/14 and noticed that the exact same set was priced at $1299.00. We took his receipt to the Customer Service desk and were told that the price match does not apply from 11/27/14 thru 12/1/14 inclusive. This to me is a direct contradiction of what was told to us when we purchased the TV. Unless this gets rectified on 12/2/14. That Sharp TV will be the last purchase we make at Best Buy. There are certainly other options and I would spend the gas money to shop them rather than buy anything else from Best Buy. The sales person making the sale was either mis-informed or using deceptive sales tactics to gain the sale that day. If you have a price match honor it. If I hadn't already cut up the box, we would return the set to them and repurchase. This would leave them with an open box special and get me some satisfaction. It is still my last Best Buy Purchase. email@example.com
Reason of review
Problems with payment
The worst customer service experience I ever have | Best Buy review from Aurora, Illinois
I always like shopping at Best buy, but I am changing my mind after tonight's experience. I bought a new macbook air with my student coupon in YorkShire Plaza, Aurora on June 21, 2014. I was happy because I got a new computer. After I bought the Macbook Air. I found out a lot of people in the Dealmoon.com said the Best Buy can also take a another USPS movers 10% off coupon with this deal. The fact is there are people left comments said they did buy the macs with two coupons without any problem. I went back to the Best Buy at night to check is that ok to redeem my 10% off coupon. The lady in the customer service changed her face quickly after saw I already got a discount in my receipt. She said they can only took one coupon and I can do anything for you because that is a double dip. I said other customers can get both and why I can't. So I said I get you if it's ok to type it on your system to see how it shows, if your system shows it is not allowed then I will leave. I tried to ask her can she please just give a try many times. She keep refusing me and told me it will let her break the policy. She was talking the loudest and with really strong voice to me. I asked why there are differences between stores. She said, because the other stores may did wrong and broke the policies so she won't try it for me. Later, another lady came out said the same things and she also it is not fair to her if I am asking her to try the coupon code, because it means I am letting her to break the policies. What does the lady's words mean? So she means I am the bad customer to force your people to try the wrong thing? I don't understand why the customer services in this store think they are right with a impatient attitude to a customer, and said the other Best buy stores and customers in nations who got the deal were all wrong. I don't know what is BestBuy's policies in the ladies' minds and I am Not a Best Buy staff why I have to obey. Are all best buy check out policies different? Why I can't get what others can get? I don't know why I had terrible Customer Service even-though I spent my money in this store?!
Bad customer service & Samsung 5 is horrible | Best Buy review from Hodgkins, Illinois
On 1 June 2014, my Samsung 5 experienced a software error and I could not use it. I went to Best Buy 02June14, to return the device because I bought it exactly 2 weeks ago, along with the Geek Squad plan. As I explained the situation to the Best Buy employees in the phone area, they responded with a CONDESCENDING "you have no choice but to wait one week for Verizon to do their correct update because all the Samsung 5 have been experience this". Are you kidding me? I am going to wait one week to use my 2 week old phone. And as I proceeded to explain to them that as a customer I should not wait a week or another second because the phone is defective and that I am here to obtain another device because it is within my 2 weeks and I bought the geek squad maintenance plan, they proceeded to say in a CONDESCENDING manner "then go over there"... The Geek Squad employee was polite and explained that I had to pay 150.00 extra for a defective phone because that is their policy. Really?...The customer has to pay extra for a defective product after paying extra a month for their Geek Squad plan? I left, went to Verizon and had everything settled because I have my phone plan with them. They will be sending me a new phone.
Bought a Microsoft Surface that was a lemon | Best Buy review from Chicago, Illinois
I bought a Microsoft Surface. They convinced me to buy their support agreement (which I'm now sceptical about) rather than a regular 3-year agreement like I have had previously with HP and Apple. The Surface kept crashing (the screen would freeze, and the only way out was to crash the computer). After three trips in to the Geek Squad, they said I could get a new 'refurbished' computer. Both Apple and HP would have given me a new computer. How do I know they just didn't tinker with the old computer and send it back? I had purchased the computer only 2 months earlier. The staff was nice but ... I felt they should have given me a new one. They knew it was a lemon.
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