Best Buy & Geek Squad Policies

[LouGrasso23]

Do not go to this store unless you know EXACTLY what you want and are ready to just pay for it and get out of the store. Which I was but yet somehow it still took about an hour due to bad customer service. I wanted the Sharp Aquos 70" LED TV was on sale for $2299. The Associate was Carlos:

I informed him of the exact model and I was approved for instant credit already from different department. This should have been the end of the story except he then took me on a tour of every TV stand Best Buy has to offer. Of course the stands he was showing me were all about $700 to $1100+. I informed him I have a stand and need to see if it will fit or I might shop around as the TV is a major purchase and I cannot justify another $1100 on the stand as well. If he stopped there, I would not be writing this.

Yet, he kept pushing the issue explaining how it'll only be an extra $10 a month on your card but gotta do it today right now...you are buying a big TV, you don't want it to look awful on some cheap stand, let's look at these. I did make him measure a few at this point because he wouldn't drop it and I felt like I was being dragged around buying a car. Dude, forget it, I just want my TV. I thought you guys do NOT work on commission, do you have quotas or goals instead because you are trying every sales trick in the book.

Here is the worst part:  We finally go over to the register and he begins to ring me up and schedule the delivery but since I am not buying a stand apparently his attitude changes to total disinterest. He then says "Oh, the delivery computer is being slow, I will be right back". Okay no problem.

NO BS...20 mins go by. I go sit down and watch some of the movie playing on a TV. After another 10 minutes, I have to go up to the counter and ask another salesman, "Where is Carlos", who replies, "Oh he's helping another customer in the other room".  W.T.F, are you serious? I used to work in retail. If someone just got approved for instant credit and wants to buy a 70" $2500 TV with tax, I am not going to walk away and help another customer. Never ever.....

So someone else rings me up as I start to freak out. Carlos comes strolling by at this point behind the counter and won't even look at me as I stare at him with the fury of the angry customer I now am. He gets the nerve up to ask "Oh did so and so come by to finish ringing you up?"..... No and nice try buddy blame the other imaginary salesman so you can look like the innocent victim here. UGH.....SO LAME.

The point of my rant is that the employees just do not seem to care at this store so if you need actual help you better research this online or go to Sears or something else first. Twice, mentally at this point, I considered canceling the whole thing on principle and just "Amazon.com-ing" it. Honestly, its probably going to be Amazon.com for me next time because I won't have to give someone the opportunity to treat me like I don't matter. I wanted to be excited buying this and their Sales Associate ruined that for me. Best Buy got their money and I bought the TV so maybe they could care less. However, they are losing a customer overall. Order Number: {removed per forum guidelines}. As I said get in this store if you must, talk to minimal amount of sales people, get your product and get out with your dignity intact.

-L 

[Mariel-BBY Retired: Community Connector]

Hello LouGrasso23-

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

[SlimJim77]

Welcome to the forums, Louis.

Man, this does sound like a poor experience. Thanks for sharing it with the forums. You will be contacted via private message to get more details about the situation. Leaving you for 20 minutes after you've committed to buy is not acceptable.

Regards.

[Douglas-BBY Community Connector]

Hello LouGrasso23,

Thank you for buying your tv with us. I hope that you’ve made good use of all 70 inches this last week!

I was disappointed to read that Carlos walked away for such a long time right in the middle of the sale. Sometimes we’re at the mercy of slow technology, but that isn’t an excuse for the sales person to leave you hanging for such a long time with a big TV purchase in the works.

I’m sure we’ve all be standing in a line at some store where the register has problems, but I don’t think I’ve ever been in a situation where the cashier or associate took that as an opportunity to go do something else. I’m sorry for the confusion and appreciate that you brought it to our attention. I will share your story with our local management so that they have the chance to discuss it with Carlos more personally.

Regards,

[APR28]

It is very frowned upon in BBY to sell such an expensive tv without accessories, warranty and installs. It is bad for Carlos' end of day numbers. The workers don't work on commission but are constantly hounded to sell "extras".

It's pretty bad when an sales associate would rather pass on a sale without accessories rather than make a tv sale.