Best Buy & Geek Squad Policies

[topflight00]

Let me preface this by saying that I rarely write complaints, reviews, or participate on message boards.  My experience with a product or service needs to be either extremely negative (or positive) for me to take the time to voice my opinion.

Best Buy used to be one of my favorite places to visit. I didn't view Best Buy as a retailer, but rather a paradise for a tech-junkie like myself.  Over the past couple years, with the rapid evolution of e-commerce, my purchases at Best Buy waned a bit, but I still viewed Best Buy as more than a "showroom."  However, in the recent months, I've realized that  the in-store experience has deterioated significantly.  

A few weeks back I was on my way to the airport when I stopped in a Coral Gables BBY to purchase a tablet.  I knew what I wanted (Galaxy Tab) and figured the process would take no longer than 15 minutes.  After browsing for about 5 minutes, I confirmed that I wanted to purchase the Galaxy Tab and began looking for a salesperson to assit me.  After standing at the tablet "station" for nearly 10 minutes, I resorted to "waving down" salespeople.  Another 5 minutes or so later, I was finally assisted.  I wanted the 8.9'' Galaxy Tab, and after a 5 minute inventory checked, the salesperson let me know that this product was out of stock.  No problem, I thought, a 10.1'' Tab would suit what I was looking for.  The inventory check took another 5 minutes.  Next I realized I should probably find a case for the Galaxy Tab.  I asked the salesperson to direct me to the tablet cases, and specifically to the Galaxy Tab cases.  After looking a bit confused (and unsure of whether they had any Galaxy Tab cases) I was notified that the Tab cases were out of stock.  This is a bit understandable, as I realize the Tab isn't BBY's hottest tablet.  However, it's frustrating to wait around for more than 5 minutes while a salesperson rummages around looking for the item.  Alas, the entire purchase process lasted more than 45 minutes - this is astoundingly too long for someone who walks into the store knowing exactly what he wants to purchase.

When I returned from my vacation, I visited a Nashville BBY to look for a case.  I was assisted in a reasonable amount of time, but again, there weren't any Galaxy Tab cases in stock (other than one that was half out of its packaging, looking like it had been run through a washing machine).  I asked the salesperson what cases BBY carried.  He said he "wasn't sure" but checked the computer to see what was available.  Although the salesperson was helpful, it was a bit concerning that he did not have any localized knowledge about the products that the store carried.  I eventually purchased a case from Amazon.com.

In general the in-store experience feels more like a visit to a discount store.  Salespeople are either nonresponsive (as outlined above) or jump on you like a used-car salesman looking to rip you off.  Opened packages are everywhere and aisles are cluttered and unorganized.  This is a far cry from the Best Buy I used to actually enjoy making trips to on a regular basis.

After making the Galaxy Tab purchase, I received a $25 gift card.  Rather than submitting myself to the in store experience, I decided to make use of the gift card on bestbuy.com.  I made a purchase and selected standard shipping.  A few days after placing the order, I went to my e-mail to track the package and see when I would receive it.  After clicking on the "track your package" link in the e-mail, I was notified that I needed to enable cookies on my browser (tried in both Chrome and IE) in order to track the package.  After finally doing that I was taken to the "Streamlite" site.  I've never heard of Streamlite and assume it's some intermediary between the retailer and a shipping service (FedEx, USPS, UPS).  The Streamlite site was clunky and felt like I was have an Internet experience circa-2000.  Not what I would expect from a company like Best Buy.  It is now 5 business days later and my package is sitting at a local post office, I'm assuming it will be delivered 7 business (shipping) days from when it was ordered.

Lastly, the RewardsZone program is a joke.  It's actually a hassle.  I'm never prompted by the clerk to provide a RewardsZone card and when I give the salesperson my phone number to lookup my account, I get the standard "I can't find your account."  Now, I've check my RewardsZone account several times to ensure that I have the correct phone number on the account, so I'm not sure why it's such a mystery.

In closing, I realize that my online shopping experience may be tainted because of the seamless shopping experience I've become accustomed to on Amazon.com - cheaper prices, quick shipping, easy returns.  Best Buy can't compete with Amazon in the online space.  Best Buy looking to modify stores to downplay products and  provide more "services" (ala the Apple Store)?  With the in-store experience I've had recently...good luck.  Unfortunately, I think one of my favorite brick-and-mortar retailers is bound for the dubious distinction of making its way into a Harvard Business Review case - Just another company that failed to effectively and efficiently adjust its strategy in the face of a changing industry.

[ncoclub]

Let me preface my post. I am not a "fanboy" of Best Buy. I disagree with them more than I agree. Having said that I find that you "figured the process would take no longer than 15 minutes." was an assumption you should never have made given you were on the way to the airport. Also, people have a habit of skewing the actual time it takes for events to transpire when they are trying to prompt their side of any story. I am not calling you a lier but I don't think you stood "at the tablet "station" for nearly 10 minutes"  on any day (and not especially as you were on the way to the airport). I also have a hard time believing that it took you 5 min to "waive down" a salesperson (actually the picture of you wandering around for 5 min waiving your hand repeating "excuse me!!" over and over again is kind of funny). I DO believe it may have taken 5 min each time the employee tried to find what you were looking for. At least this means they physically checked and didn't just go by what the computer said. It may have been "frustrating" but that's how it is. Your frustration was obviously enhanced because you needed to get to your flight. I am sorry but given your post your purchase process was not "astoundingly too long for someone who walks into the store knowing exactly what he wants to purchase." You should not have not been "astounded" by anything. As for the last part of your post about the overall experience you have had at BB recently. Making generalized statements based on a few unpleasant experiences at a few stores about a company as a whole only shows you have little understanding of business in general. I live in Richmond, VA and the Best Buy stores here are clean and well staffed. In conclusion I will go back to the first part of your post by stating that Best Buy IS a retailer and NOT a "paradise for a tech-junkie like myself". If you are expecting someone to greet you at the door and hold your hand thru you whole buying experience at ANY retail Brick & Motor store in this day and age you are going to be very disappointed. What you are going to experience is stores with razor thin margins with underpaid and inexperienced employees. I know and accept this. That is why I do extensive research before I purchase and give myself plenty of time to make those purchases because I know: Employees call in sick. Employees may be in training and not know everything yet. Registers go down. etc etc etc..Its certain you never worked a day in retail. That's not a slight on you but if you never spent a day in their shoes....shall I finish?

[carnivoran]

Excuses excuses excuses excuses and MORE ....you guessed it, excuses. Bas cs is bad cs and yes you are totally calling the op a LIAR, notice I spelled it right "wink". Ergo reinforcing the bb thinks their customers are thieves and liars arguement. The day is coming oh yes the near future where bb bites the dust, I've got my party banners ready to go!

[ncoclub]

I would learn how to type and use correct grammar before criticizing others "WINK WINK" (example "Ergo reinforcing the bb thinks" ??????? What does that line even mean... Did you mean to type...um.....something like "Ergo reinforcing that Best Buys thinks the customers "are thieves and liars" argument. Now that would have made a lot more sense than that....well whatever that was that you typed... Call your on-line GED people and get your money back!!!    

[rellarillear]

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carnivoran wrote:
Excuses excuses excuses excuses and MORE ....you guessed it, excuses. Bas cs is bad cs and yes you are totally calling the op a LIAR, notice I spelled it right "wink". Ergo reinforcing the bb thinks their customers are thieves and liars arguement. The day is coming oh yes the near future where bb bites the dust, I've got my party banners ready to go!

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Personally I have better things to do than wait around for a company to fail, no matter the bad experience, I would never wish that company to fail, only for them to get better, learn, and move on.

To sit around waiting for thousands and thousands of people and their families to be without a job or income, and to be happy about it, is a little chilling, and honestly, offensive that we share a species. 

[SlimJim77]

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rellarillear wrote:

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carnivoran wrote:
Excuses excuses excuses excuses and MORE ....you guessed it, excuses. Bas cs is bad cs and yes you are totally calling the op a LIAR, notice I spelled it right "wink". Ergo reinforcing the bb thinks their customers are thieves and liars arguement. The day is coming oh yes the near future where bb bites the dust, I've got my party banners ready to go!

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Personally I have better things to do than wait around for a company to fail, no matter the bad experience, I would never wish that company to fail, only for them to get better, learn, and move on.

To sit around waiting for thousands and thousands of people and their families to be without a job or income, and to be happy about it, is a little chilling, and honestly, offensive that we share a species. 

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Well said.

[Mariel-BBY Retired: Community Connector]

Hello topflight00-

Melissa, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Melissa-BBY Senior Social Media Specialist]

Hello topflight00,

I was saddened to read that after your recent visits to our stores, you have begun to reconsider your future shopping with us. It does sound like you have not experienced the levels of customer service and store appearance that we would expect our stores to provide, and I apologize for the frustration caused by this.

From reading your post, it does sound like both our Coral Gables and Nashville stores likely could have handled the purchase of the Galaxy Tab and questions regarding the cases for it better. It also troubles me to read that these locations were less than neat in appearance during your visits. I do appreciate you letting us know of your experiences at each of the stores, and I will be certain this is forwarded to the management of the stores so they can address this with their teams as necessary.

In regards to the order you had placed, I am sorry to read of the troubles you had with tracking the shipment through Streamlite’s site. You are correct that Streamlite is a carrier that we use in some instances to ship an item that will ultimately be delivered by the US Postal Service. More information on how the shipments work can be found on the Shipping Costs and Timing page on BestBuy.com. As Streamlite is a separate company from us, we don’t have control over the appearance of their site, but we welcome the feedback on this to use for future consideration on our use of them.

After reviewing the shipping and tracking history however, it appeared there had been updates as to where the package was located. It did appear that the package actually was delivered according to the site the day after you had posted, and earlier than the estimated delivery dates that had been initially provided in your order. I hope you are enjoying your item at this time, but if there are any concerns with this, please don’t hesitate to let me know.

Sincerely,

[deusexmachina Valued Contributor]

Haha, I almost made it through the end with a straight face...

[dmcilw9296]

ncoclub:

Why would you doubt that the original poster had to wait around for someone to help them?  Back in January, I visited the Best Buy store in Glen Allen VA, and walked around the TV section for over 20 minutes, look at each and every TV on the wall (twice) and never once during that time was I approached to ask if I had any questions.  I also spent several minutes looking at tablets, and no sales associate approached me to ask if I had any questions.  There were plenty of sales associates standing around talking with each other, but none wanted to talk to a potential customer. 

I posted the details of my visit and described the lack of attention on this this site and didn't use inflammatory language, just the facts along with a note that my business would go elsewhere.  I did take my business elsewhere as I purchased a Panasonic TV and Sony DVD player from Sears.  At least at Sears, the sales associates were helpful.

The point of my post back in January was so that the manager of the store might have seen it and made sure that what happened to me didn't happen to other customers.  A potential customer should never have to wait, especially in a service oriented retain business.  I have no doubt that the original poster waited just like he said he did.