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New Member
Posts: 2
Registered: ‎09-13-2017

Extremely Rude Customer Service

Today my wife visited the Holyoke Mall store to make a purchase and the manager, Dan P. and a cashier were extremely rude to her.  We are Elite members and this service was unsatisfactory.  When my wife asked to speak to another person, he told her that she could call corporate, knowing that there is no such number.  He gave her the Geek Squad number.  we spent 30 minutes on the phone being transfered back and forth. I need to speak to someone about this ASAP.  

Posts: 7,350
Topics: 240
Kudos: 397
Solutions: 300
Registered: ‎09-29-2008

Re: Extremely Rude Customer Service

Hello gthompson45,

 

Welcome to our Community. There is never a circumstance where it is acceptable for our store associates or leaders to be anything but respectful to our customers. I was mightily dismayed to read that your wife had a less than stellar experience at our Holyoke Mall location and I apologize for her having had to cope with such unprofessional behavior.

 

You are welcome to share more details about this experience in reply to this message and I will do my best to help.

 

Please know I am grateful you wrote to us and I look forward to hearing from you.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-13-2017

Re: Extremely Rude Customer Service

Hi John, 

 

My wife called your Holyoe Mall store to find out how many Fire Sticks she was allowed to buy in one transaction.  The person on the phone told her 3.  She drove 45 minutes to purchase the Fire Sticks.  As she was getting ready to pay for the items, another cashier noticed that she was purchasing 3 Fire Sticks and told her cashier that it was not allowed.  She explained that she had called and was told she could purchase 3.  He then proceeded to call the manger, Dan P. who came over and told my wife that she wasn't going to purchase the 3 Fire Sticks.  She explained that she had called ahead but he rudely told her she wasn't getting 3 and had the cahsier cancel the transaction.  She asked if the person who took her call was available to verify what she was told and they ignored her request. She asked if she could come back and do a 2nd transaction for just one and he told her that they know what she looks like and they would not let her buy another one.  She asked to speak to someone else and he told her there was no one else and that she could call the corporate office.  He wrote the number down and rudely gave it to her and walked away.  The number he gave her was actually to GeekSquad.  We spent 30 minutes on the phone being transferred to GeekSquad techs until they finally told us we had to go through the website.  We are Elite members and have been shopping at that store since it existed.  There was a better way to handle this situation and being rude to a customer was uncalled for.  

Posts: 7,350
Topics: 240
Kudos: 397
Solutions: 300
Registered: ‎09-29-2008

Re: Extremely Rude Customer Service

Hello gthompson45,

 

Thank you for your message and for filling in the details on your wife's experience.

 

I am at a loss to explain the disconnect between what your wife was told by phone and what occurred in store. What is not so hard to understand is that there is never a circumstance where our associates or managers should be anything but respectful to our customers regardless of the situation. I would like to offer my apology for your wife's having to cope with such a situation.

 

I have passed along your remarks to our Holyoke Mall location's general manager with a request that your wife's experience be looked into. 

 

Please know I am grateful you took the time to write to us to share your -- and your wife's -- concerns. Certainly Best Buy cannot hope to improve in meaningful ways without the guiding input of our valued customers like you.

John|Social Media Specialist | Best Buy® Corporate
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