Best Buy & Geek Squad Policies

[MagnoliaPro]

I think we all agreed that it was poor service and he shouldn't have left and disappeared for 30 min. Have you thought about going back in or even buying the TV online or over the phone with the store? You could buy the TV online and not have to buy any extras and you still get all the same delivery options and you aren't asked about extras, even buying it over the phone could get it done, that way you can stay home and recover without having to go back into the store since I'm sure it's not the easiest thing to do with a sore knee and crutches. I'm not sure if any of these will work for solutions to getting the TV.

As far as taking care of the employee if you want to speak to someone about their behavior you can call the store and talk to the manager about the employee if you can remember their name. Just a thought there, that's what I would do.

[Electric]

Did you ask to talk to a manager? That's what I would have done to speed the process along...

[tbarker31036]

I did but they said they didn't know where he was. I asked again where was the salesman that was helping me again they didn't know. It was almost 11pm, I feel they were ready to go home. Just really frustrating when you are trying to buy something. 

[Nokia]

I definitely agree.

[Melissa-BBY Senior Social Media Specialist]

Hi tbarker31036,

First off, I want to say I’m sorry to hear of your knee surgery. I know from experience this can be very painful, especially when standing for long periods as it sounds like you did during your recent visits to our stores. If the representatives in the store were not assisting anyone when you arrived, there certainly should not have been a reason for it to take so long to assist you.

As many of the other users have mentioned, we do expect our employees to present the options available for a television so our customers are fully aware and we don’t have someone who’s angry that we didn’t tell them something. Of course, there are customers like yourself however, who just want to get the item you came for. When you expressed this to the representative, they certainly should have honored your requests and proceeded with the sale. I apologize that this was not the case.

In regards to the delivery and installation, in general our stores first provide a delivery date based on what is in the system. If additional installation services are requested, there usually is a separate installation date created, as the delivery drivers are not authorized to do installations. I understand a month is a long time to wait for the installation services, and it does sound like the representative you were working with wanted to get this corrected, though it is very disappointing to hear that they left you hanging for 30 minutes. They at the very least should have kept you posted on what was happening.

I am saddened to hear that this experience has caused you not to want to shop with us again. I would like to know if there is any way I may be able to turn this around for you, as I am certain we can provide a better experience. If you could send me a private message by clicking my user name, Melissa-BBY, and then clicking “Send this user a private message,” I would like to discuss this further with you.

Sincerely,

Melissa
Community Specialist
Best Buy® Corporate