LE
Luke Etyrnal
Jun 29, 2026
every time I go here it looks more and more like they're just out of business and nobody told the employees. the stock situation is terrible. there are entire sections that are just empty.
I have come to this Best Buy which is a little bit out of my way, but it's worth it. I went there when I had a problem with my smartphone, and the Geek Squad helped me out, and the manager really listened to my issues and personally sought that the issue (that was the manufacturer's issue) was resolved. That is why we came back here. Again, everybody was very friendly, professional, helpful, knowledgeable, and the store is clean and organized. This time, we were shopping for a refrigerator, and the gentleman, Wayne, was very professional, knowledgeable, helpful, the first time we stopped by. Before our second visit, Wayne replied to our email questions in timely manner, he was professional, very friendly, insightful, awesome customer service skills, and he went above and beyond to make our purchase easy, and satisfactory, and the manager that was there also made it worth our trip and purchase satisfactory, which again convinced us that we will be back to that store regardless of the location. Thank you both!!!!
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Douglas Rice
Jun 19, 2026
The 5 stars given on this review are solely about 2 of the employees working at this location, Seejay and Eli. The appliance buying and delivery experience would probably be 3 stars at best. I had issues with what was purchased, and when I went to the store with the problems, these 2 guys bent over backwards to make sure I was taken care of! Their concern and professional attitude during this time were very refreshing, and it actually meant a lot! So if you have an issue, try to find these great guys within the store to help you. Thank you Seejay and Eli, for turning a negative into a positive!
Extremely poor management experience at Best Buy Crystal Lake (Store #315). I visited in order to use/claim a 4-year Geek Squad Protection plan I paid for, expecting a standard repair or replacement. Instead, the manager on duty, Nikki (“Experience Manager”), dismissed the claim in under a minute, stating the product was “end of life” and directing me to the manufacturer—completely defeating the purpose of purchasing protection through Best Buy. When I questioned this, her response was, “This is my store, I know what can and can’t be done.”
That level of arrogance, combined with a clear lack of understanding of Geek Squad Protection, is unacceptable for someone in a leadership role. No effort was made to verify policy, offer solutions, or assist in any meaningful way. This reflects serious gaps in training, accountability, and customer service leadership.
I had a very disappointing experience at this Best Buy location. I purchased a Nintendo Pokémon game, but after opening it I realized it was not compatible with my Nintendo system. I honestly did not know there were different versions and that this game would not work with my device.
I went back to the store right away and explained the situation, but the staff refused to help me because the game had been opened. I understand stores have return policies, but I was not asking for anything unreasonable. They did not offer an exchange, store credit, a gift card, or any helpful solution at all.
The customer service was very poor. Instead of trying to help a customer who made an honest mistake, they simply refused everything and made me feel like they did not care. I expected better service from Best Buy.
I will think twice before buying games or electronics from this location again.