Best Buy & Geek Squad Policies

[NARK]

Let me start saying that I own a Small business and love technology. Because of that I spend lots of money on electronics. In Jan. 2012 I spent over $800 on various items in Best buy store in Alpharetta GA and dunwoody,GA. in Dec. 2011 it was over $1000.

#1

On Jan 11th I checked on best buy's website and it stated that an item that I wanted was in stock in the store( Dunwoody location). I went there right then and they said they are out. I asked if they can check in the back and see if there is one there, since the website was saying there is one and they said they know that they are out. I went to an other best buy location and bought what I wanted( 2 fitbits). My brother went to the Dunwoody location that night and there was fitbit in stock and he bought one. I truly understand that website might have not been in sync with store, but they were not willing to look for it and they had it.

#2

Yesterday (02-07-2012) I stopped by to exchange an item that I bought (boss stereo) there were two associates helping the customer service desk when I came in. After about 10 minutes associate #1 ( which later on I found out he was a manager) was done with his customer. he was still working on the computer, so I waited. when he was done he just stepped back and and looked around and started rearranging stuff. I asked him if the cashiers can help me with a return and he said no. I waited for another 5 minutes and he was still stating around not helping anyone. The other associate was still with the very first customer. The line was about 3 people deep now. I asked the guy again if he please can help me since I was trying to make it to an appointment and he said no you have to wait until she is done.(again he was not busy, just standing talking to other associated) and at this point he made a point to let me know that he is choosing not to help me or other people in the line. It was really upsetting to see that an associate ( let alone a manager) would do that and would provide that kind of customer service. I left the store after 25 minutes of waiting. last night i gathered all mu purchases from best buy that could be returned and I'll return all of them. There are plenty of other options out there. I know the name of the manager but choose to not mention it here.I'll provide it if needed.

[Ryan-BBY Community Connector]

Hello Nark -

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

[Melissa-BBY Community Connector]

Hello NARK,

I apologize for the delay in my response to your post. It was disappointing to read that you have had not one, but two recent experiences of poor service at your local stores. It truly does not sound like the employees you have encountered have been providing the great customer service we expect of them, and I am sorry for the frustration this has caused you.

In regards to the first incident, I do understand that our BestBuy.com site may have indicated they had the Fitbit in stock at that store, though this cannot always be guaranteed. Our website unfortunately is unable to take in account for any items that are currently in a customer’s possession or that may have just been sold. As to why the store wouldn’t check their store to make sure they didn’t have it, regrettably I could not explain this. In my experience however, if the store had just recently checked and did not find the item, they generally don’t try again. In this case though, it does appear they should have tried again and I am sorry that they did not.

The second experience you had with trying to exchange the item you had purchased was also frustrating to see that this could not be processed in a timely manner. I’m uncertain why the manager would not have been willing to assist you, especially if the customer service representative had been working with the same customer for so long.

I would like to ensure the upper management of the store(s) involved is made aware of both of your experiences. I wasn’t certain from your post, if the second experience was also at the Dunwoody location however. If you could send me a private message confirming what store this had been at and with the manager’s name, I will ensure your feedback is forwarded on to be addressed as necessary with the appropriate store teams.

Sincerely,