Best Buy & Geek Squad Policies

[xlr0adster]

Today  I went into store no. 433 trading in a tablet for gift card credit when I saw there were open boxed computers being restored. This piqued my interest so I intended on returing later that day to inquire.

When I returned later on, the initial buying experience was good, the Geek Squad tech was very helpful in making sure that the item is the one I wanted. HOWEVER, when it came to pay for it, they needed to do an override to which they called a manager over.

When the manager came over he recognized me from six months ago as the person who purchased a MacBook Pro as an open box and inadvertently received a superior model but paying a significantly lower price for it. Out of principle, I did return it, let them know of their error, and received a different computer instead. He then proceeded to tell me that in the future I cannot reutrn anything as their computer shows that in my return history, I returned a computer that was different than the one I purchased (this is referring to the MacBook Pro incident I had six months ago). 

Then the Geek Squad Agent processing my sale tells me there's an issue with their computer (it's down, offline, not working, whatever) and he disappeared into the back room, I presume, to get somebody else to help him.

However, when he came out, he looked right at me and did nothing. To add insult to injury, when someone came into the Geek Squad line to ask a question about their computer he immediately came and helped them and blatantly disregarded the fact that I was waiting to buy a computer (I would have been fine with "it will be just a moment", but he just said nothing)

After waiting ten minutes with ABSOLUTELY no one coming to assist (and I was the ONLY person in line), I decided to leave. 

I certainly did not enjoy this kind of shabby treatment from the employees of store #433. I usually leave with a product in hand everytime I come in the store, but this time I just left with a sour taste in my mouth.

[deusexmachina Valued Contributor]

Why were you buying a computer from Geek Squad...? Does that store not have a computer department?

[xlr0adster]

Those open boxed computers just happened to be behind the geek squad counter, so I inquired and they were to busy. Do they not ring people out? If they can't, they should have never handled the sale in the first place

[xlr0adster]

I meant to say "not busy" instead of "to busy".

[deusexmachina Valued Contributor]

Might be just me, but it seems like something is missing from the story. Regardless, a community connector will look into this for you in a few business days.

[Justin-BBY Community Connector]

Hello xlr0adster, 

Thanks for posting about your tablet experience at our Henrietta, NY location. I too would be very irritated if I received this sort of treatment, as this is never the way we want to do business. It's very saddening that you were left with no help and product, especially after waiting with a specific item in mind. I'm not sure why the store would act this way, but rest assured, I'll certainly pass this along to be internally addressed. 

Feel free to post any additional comments you have about this topic here, or if you prefer, you may send me a private message by clicking the link beside my name. 

Regards,