Best Buy & Geek Squad Policies

[hampmp]

Well tonight I must say I am really disappointed. I am a long time BB customer. I go there for pretty much any and all of my tech needs. Let me start by saying I'm a single father and time is a precious thing for me. I arrived at BB at roughly 5:20 pm. I already had what I wanted in mind. I am in the market for a new Washer and Drier mine has given out and 4 hours to dry towels just isn't cutting it anymore. I went to the appliance department and there was a associate there she was dealing with a customer so I just continued to look around I already had an idea what I wanted but wasn't sold on the exacts yet. I was looking at a set of front loading washer and driers. Hadn't decided on whirlpool/LG/frigidaire. This associate dealt with the current customer she was working wtih and went back to the computer in her department. I stood in the same roll she was in for well over 5 more minutes while she did nothing. At this point I have given plenty of opportunity for her to call someone into the department to assist me or for her to assist me herself and nothing... So I walk away and leave the store. I don't think I've ever been so disappointed in a store I love so much. The worst part of it all was I still had 200 bucks of merchandise in my hand when I decided to leave so I went and put it back on the shelf and walked out without a word.  Guess 1500 dollar sales don't mean much anymore.  To top it all off I spent so much time waiting I was late to pick my son up from daycare.  (

[Dorothy-BBY Community Supervisor]

Hey hampmp -

I echo your sentiments about time being a very precious thing.  I also know how frustrating it can be to want to purchase a new product, only to have sales people treat you as if you are "invisible".  I once had that happen to me at another retailer when I had $4,000 dollars in cash in my pocket to spend.  No one would help me and I left and went to a more expensive retailer just to gain assistance.  It is a bad experience I carry with me to this day. 

It seems in this case that while the associate was initially busy, she should have made an effort to contact you and possibly call for assistance if she was going to be tied up too long.  The expectation set forth in our stores is that we contact our customers within 10 feet or 30 seconds of entering the department.  This does not mean that you will get immediate help, but at least be acknowledged and assisted as soon as possible.  I do sincerely apologize that we failed to do so in your situation.  

I wanted to thank you for sharing your experience with us, and rest assured I am documenting it and forwarding to the appropriate channels for internal review.   Thank you for taking the time to post.

Sincerely,

Dorothy

Community Connector

Best Buy® Corporate

Message Edited by Dorothy-BBY on 02-25-2009 10:05 AM