Best Buy & Geek Squad Policies

[jbrewbaker]

It baffles me,  as a customer, I can walk into this Best Buy store on multiple occasions, and practically have to beg someone to get help.  Most of the time, standing around for 10-15 minutes waiting for an associate is common practice.  In high dollar areas, such as the computer section it would seem that the management at this store would have more management skills to realize that people in this area are spending alot of money, and they might need assistance.  Need to know if something is in stock?  Pretty much you're going have to check the website and see if the "Store Pickup" is available and accurate?  There are shelves under the laptops, almost in the entire area of the laptop section/tablets, and there is almost no stock for the customer to see if something is actually available or not. 

The employees are absolutely unable to multitask, so if they're helping one customer, you can guarantee you will be standing for another 10-15 minutes.  Management?  Sure!  That was two managers I saw that just walked by!  Awesome customer service! Employees chatting with one another?  Absolutely!  I would not be complaining, but when you've shopped at the store a couple of times a month, and see the same stuff over and over, then it's time to complain.

Maybe it's the fact that the area is not that big, and doesn't have the number of employees that a higher profit store might have,  but either way, if I'm wanting to buy a laptop or tablet and I don't get helped for 10-15 minutes....I'm going to buy it online.  Plain and simple.    Best Buy just lost a $400-500 sale because of poor management. 

Maybe that's why the store manager for #434 doesn't have an email address readily available when you click on the store to find more information.....Guess his email inbox would be pretty full....

Someone absolutely needs to tell higher management that this store is below standards.  I would call the store, and talk to the manager, but I'd just be wasting my time.

[CheapestGamer]

Wow. If 10-15 minutes of wait time is considered excessive to you, then I imagine you don't send anything via the US Postal Service during busier times of the year like Christmas and Thanksgiving then since I've waited for up to 45 minutes or LONGER just for the honor of paying for my postage to ship my stuff.

[kst8no1]

Yes but during high traffic times for the post office that's to be expected, so the comparison is a bit unfair.

What's also unfair is that the OP has to wait a long time to get some help from associates- if they understood Sales Excellence then the OP would be getting better service.

To the OP I would talk to a manager, because that's the only way it will change is if customers bring it to their attention. And don't just talk about the sales associates call out the managers as well.

[Justin-BBY Community Connector]

Hello jbrewbaker, 

Wow! Yes I agree with you that store management of our Roanoke, VA surely needs to be alerted of what you've expressed. I'll surely address your expressed views about this topic and I'm very sorry that you've had multiple "less than stellar" instances, with the store losing a sale because of the apparent lack of customer service that you've described. If you have anything else to share, feel free to reply here or send me a private message. 

Thank you for bringing this to our attention!

[APR28]

A simple acknowledgement to waiting customer is sometimes all it takes to ease them.

[CheapestGamer]

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APR28 wrote:

A simple acknowledgement to waiting customer is sometimes all it takes to ease them.

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That may work sometimes, but there have been times when other customers have rudely butted in when I was getting a response from an employee about a question I had regarding something I was looking for. Some customers will never be happy, whether you wait on them within a nanosecond of them coming into the store or after helping other customers while still acknowledging them.