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Posts: 1
Registered: ‎09-10-2017

I Experienced Disability Discrimination In Your Store

I am a disabled law student and today (Saturday, September 9, 2017) I had to pick up a mobile printer for court on Monday.  I arrived at store number 325 located at 6502 Grape Rd., Mishawaka, IN 46545 at approximately 12:00PM.  I needed a mobile printer and was hoping to discuss options and needs with someone at the store since you have several options available online.  In being disabled, I use an electric scooter to help me get around.  I have never had an issue navigating a store or public place with my scooter … until I arrived at store 325 today.

 

I have never (in my entire life) been made to feel so small or so insignificant.  It appeared that you only had one mobile printer in stock (an Epson Workforce WF-100 Portable Printer) and I decided to stop an employee to see if you had any other options in back or if there a make/model your employee would recommend online that might be better tailored to my needs (or less expensive since the only one you had in stock was on sale for $200).  I approached the nearest employee and when I stopped him to ask for help he waited until I finished speaking (during which we were face to face), made extended eye contact, AND THEN HE TURNED AROUND AND WALKED AWAY WITHOUT SAYING A WORD.

 

Dismayed, I went to an endcap where you had small (non-mobile) printer options to make sure I couldn’t use a cheap non-mobile printer and just carry it in a large bag.  One of your employees came close to me and just stood there silently, not moving.  I turned and asked this employee point-blank (face to face) if I was in his way but he turned his back on me and began pretending to “fix” a rack of small hanging items behind him.  As soon as I scooted a few inches to the side, he immediately walked to where I was, grabbed a box, and silently walked away.

 

I drove into a corner in your appliance section and began calling other local office stores to see if they had mobile printers available in-store because I had decided based on your employee’s poor customer service (I had been at the store for almost 45 minutes at this point and not a single employee had yet asked if I could use help, and two of them had blatantly ignored me, one of whom I specifically asked for help) I was not going to give you my business.  While I was sitting in this corner trying not to cry as I called other stores, an employee named Bill stopped to ask me if I could use help.  Fighting back tears I explained what I needed but since his specialty was in appliances he couldn’t help me, although I did thank him because I had been there for almost an hour at this point and he was the first person to acknowledge I was even a person, let alone a customer.

 

I ended up buying the printer but only because I absolutely needed one for Monday.  I can give you the receipt number to prove that this is factual and that I am serious.   I have never been discriminated against so openly by people in the customer service industry.  Their actions were absolutely repugnant and I should never have been made to feel like a second-class citizen simply because I have a disability.  I was polite, spoke in a loud and clear voice, and was still somehow seen as less of a human than your other customers.  I have already posted about this on my Facebook and I am now encouraging everyone I know to stop shopping at Best Buy.

 

If your employees cannot treat disabled customers like humans, you don’t deserve my business, or the business of anyone I know.  Your employee’s actions are a disgrace to the entire service industry as a whole and you can – and should – be striving to do better.

Posts: 1,933
Topics: 10
Kudos: 160
Solutions: 122
Registered: ‎12-23-2016

Re: I Experienced Disability Discrimination In Your Store

Hello ombregracieuse,

 

 Thank you for joining us at the Best Buy Community forums. I’m extremely disappointed to read about your recent poor experience at our Mishawaka store. I apologize for the poor treatment that you received.

 

At Best Buy we want to treat all of our customers with nothing but respect, and from the sound of your post we absolutely fell short of this on your recent visit. I promise you that this isn’t typical of the service we provide, and I truly appreciate you taking the time to register for an account here with us to share your story. We take feedback like yours very seriously.

 

I’ll be sure to both document this in our corporate systems as well as reach out to the leadership at this store to let them know about this. I’m hopeful that we’ll be able to use your feedback to prevent this kind of thing from happening to any customers in the future. You are right that we should do better, and I hope that your story will help us do just that.

 

I hope that you’ll give Best Buy another chance in the future to show you the level of service that we normally offer. If you have any additional questions or concerns, please let me know. If not, best of luck with the rest of law school, though, from the writing in your post I doubt you’ll need much luck at all to be successful.

 

Sincerely,
 

Kyle R|Social Media Specialist | Best Buy® Corporate
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Posts: 1,933
Topics: 10
Kudos: 160
Solutions: 122
Registered: ‎12-23-2016

Re: I Experienced Disability Discrimination In Your Store

Hi again ombregracieuse,

 

I wanted to follow up with you real quick on this. As I mentioned in my last message, I reached out to the store leadership team about this.

 

One of the store manages would like to speak with you directly regarding the experience you had in the store. If you’d like a call from them please send me a private message, using the link in my signature below, containing the best phone number to reach you at.

 

Thanks again,

Kyle R|Social Media Specialist | Best Buy® Corporate
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