Best Buy & Geek Squad Policies

[JanetRomero53]

I was in a Best Buy in Midwest City, Oklahoma last week. I was ready to make my purchase it was around $3,000. I was taken by the salesman up to customer service to complete the transaction. He left me in the "capable" hands of a girl at customer service. I believe her name began with a C. Well this is where the fun starts, the original employee told me the customer service girl would be right with me so i waited patiently. After about 10 minutes of watching her flirt and rub on some gentleman with large biceps, i asked her is she was going to help me. She rolled her eyes and walked over and after ten minutes of waiting all she says is "YA". I tell her that my transaction should be pulled up on the computer and if she could kindly delete it off of there because I will never shop at best buy again. As I turned to leave she turned right back around to the gentleman and started mocking me.

[Miranda]

I have to admit the whole situation stinks! Maybe it's just the way I was raised, but any time I'm on the phone with a customer (I work in a call center for BBY), I always try to be pleasant, polite and helpful, even if it's a situation I am not authorized to help with.

Even when I worked in a brick and mortar T a r g e t store, I never acted like the customer was a nuisance. They were always promptly helped.

Even though I don't work in the store locations, I'm sorry you had to deal with such a rude employee like that. Janet, I do sincerly apologize, and if you call in to Best Buy Mobile, I will do all I can do to help you out!

[Dorothy-BBY Community Supervisor]

Good afternoon JanetRomero53 -

Thank you for sharing your experience about your recent poor visit at our store in Midwest City, Oklahoma.  I want you to know that we take this claim very seriously and am very grateful that you brought it to our attention.  Please rest assured that I am relaying this experience to store management as well documenting it at the corporate offices for internal review.  

This behavior is not acceptable by our employees, and not typical of the type of experience we strive to deliver to our customers.  Please accept my sincere apologies for this behavior.  Please know that we do value you as a customer and hope that you will allow us to make your shopping experience more positive in the future, should you reconsider shopping with us.

Regardless, I do thank you again for taking the time to post. 

Sincerely,

Dorothy

Community Connector

Best Buy® Corporate

Message Edited by Dorothy-BBY on 03-19-2009 01:13 PM

[JanetRomero53]

I decided to venture back into the Midwest City Best Buy to return something, and the same guy and girl are working behind the customer service counter. All I can say is I don't think this email reached them because they acted the same way as before. They just giggle with each other and talked about how hung over the male was. I did get his name this time it was Daniel but the female with long dark hair did not have a name tag. SOME THINGS WILL NEVER CHANGE I GUESS.

[Engadget]

Unfortunately, some of our employees are just there for a paycheck and won't change their behaviors unless their jobs are threatened.

[Starflyer59]

Without exact names it would be hard for anyone to talk to the employees about their behaviour.

I would not stop shopping at any retail store just because of two employees.

If they are acting that way in front of customers, they will not be employeed very long.

[SlimJim77]

This has crossed over from a customer service issue, to an obvious vendetta. While one may not approve of a party's personal conversation, it has no bearing on the task at hand.

It is clear that the OP will not be satisfied until the two offending CS reps are terminated.

Before I'm attacked for "blaming the victim", let it be known that I go shopping too. Some people just don't vibe together, for whatever reasons. To get this bent out of shape over this scenario seems like wasted effort. Why CS was involved in a sales transaction to begin with(see OP) seems odd...perhaps a credit sign-up or something? Regardless, one cannot please everyone. If perfection is the standard, be prepared for much disappointment. Not just at Best Buy, but in life in general.

[glittergirlhh]

It saddens me so see someone judge a company based off of two people that work there.  As a current employee of the company I disagree with how those two employees were acting.  I see that it wasn't just once.  I become frustrated with people that ignore customers but at the same time bad mouthing them doesn't do any good for the situation.  If you were unhappy with the service then you have the option to request to speak with a manager or call corporate in the matter.  I personally thrive on making sure that customers leave happy but cannot please every person that walks into the store.  Do not judge a company on a few bad experiences.  I am sure you've walked into "Wally World" and had less service then you will experience anywhere else.  I expect that I will not have any help when walking into a Wally world and if I have a pleasant experience then I almost fall over in shock.  See how you treat people and see if that is the reflection of attitude towards you.  My mom taught me to teach people how you want to be treated.  If you have an issue maybe go to a manager next time instead of talking trash about a company in whole on a few bad seeds.  They are everywhere.

[GeraldRose]

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JanetRomero53 wrote:
I was in a Best Buy in Midwest City, Oklahoma last week. I was ready to make my purchase it was around $3,000. I was taken by the salesman up to customer service to complete the transaction. He left me in the "capable" hands of a girl at customer service. I believe her name began with a C. Well this is where the fun starts, the original employee told me the customer service girl would be right with me so i waited patiently. After about 10 minutes of watching her flirt and rub on some gentleman with large biceps, i asked her is she was going to help me. She rolled her eyes and walked over and after ten minutes of waiting all she says is "YA". I tell her that my transaction should be pulled up on the computer and if she could kindly delete it off of there because I will never shop at best buy again. As I turned to leave she turned right back around to the gentleman and started mocking me.

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While the situation stinks I don't know why you go from about to spend 3,000 to never shop at BBY again. Why would you let 2 employees ruin your day? Why wouldn't you go back to your salesperson and ask them about it or ask for a manager. Try not to be personally offended because of the actions of 2 dopey employees.

[Dorothy-BBY Community Supervisor]

Good afternoon JanetRomero53 -

Let me first apologize that you again had another poor experience with our Midwest City store.   I would like to assure you that I did offer feedback to the store, however now it appears we have more details to work with.  Thank you for sharing this. 

I understand how you feel JanetRomero53.  I recently went to a movie theater to watch a movie with my 2 younger daughters.  There was a girl behind the counter talking to other workers, and inadvertently she was having a conversation I did not feel was appropriate for my two daughters to hear, so I spoke to the manager.  I felt super uncomfortable with the topic and just felt I should be able to purchase items at a concession stand without hearing such garbage.  I am of the thought process that when you are at work, you are paid to work, and your customers should never have to listen to your personal business.  

I will say that I went to the theater this past weekend, and the same girl waited on me, and was delightful. I presume her manager reached out to her, much like I attempted to before concerning your first posting.  I need further information so I can make sure that this is taken care of completely, so I am sending you a private message.  To check your private messages, first ensure you are logged into the forums, then click the envelope in the upper right hand corner.  

Thank you again for posting and I look forward to hearing from you!

Regards,

Dorothy

Community Connector

Best Buy® Corporate