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Posts: 2
Registered: ‎03-13-2017

Re: Terrible experience within the Bolingbrook, IL location

Good Afternoon Mr.Turak,


I am writing this email to alert you of the unsatisfactory, unprofessional service that I received from Bella in your mobile department area of the store. I attempted to upgrade my Verizon cellphone through the Bolingbrook BestBuy #813 store because my cellular provider’s retail location was closed.  Bella attempted to assist me, but informed me that my account was a business account instead of a normal consumer account.   I was confused because I have two separate personal accounts ( a total of 11 lines) with Verizon.   I proceeded to tell her that my accounts are not business accounts.  However, Bella insisted my one account was a business.  Cleary, she was NOT listening to me. So, Bella advised that I call Verizon to settle the matter regarding my alleged business accounts.  After successfully securing a live Verizon Rep (Rebecca) on the phone, the rep informed me and Bella that my accounts were consumer accounts; not business accounts.  The Verizon rep ( Rebecca) provided feedback that Bella displayed rudeness to her over the phone.   At this point, my level of frustration was high because I was not able to upgrade my cellphone on Saturday evening at due to Bella’s lack of understanding of my account. While I had the Verizon rep on the phone, I asked the rep (Rebecca) to complete the upgrade transaction because I immediately lost confidence in Bella’s ability to fully understand and execute the complex nature of the upgrade transaction and providing great service.  Unfortunately, Bella lost the sale due to her unwillingness to provide outstanding customer service ( No professionalism), unable to provide innovative  solutions to the problem, and not going beyond the call of duty when assisting customers.  As a result, I will not purchase cellphone product from Bella in the distant or near future. 


Areas of suggested improvements for Bella:


  • Improve the customer’s experience
  • Exemplify world class customer service to all customers
  • Ask clarifying questions to seek understanding
  • Remain polite and professional regardless of the customer’s frustration level
  • Facilitate the call with Verizon instead of having the customer call Verizon or their respective carrier
  • If you do not know the answer, go ASK!!
  • Thank the customer
  • Build her brand


If many of the above items were implemented, the service that I experienced would have been better.

Posts: 4,251
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Registered: ‎07-27-2015

Re: Terrible experience within the Bolingbrook, IL location

Hello wilkris99 –

Welcome to the Best Buy Support Forums, and thanks for your post. I’m disheartened after reading about your recent experience at our Bolingbrook location, which clearly could have and should have gone differently. I can assure you the experience and service you received is not indicative of our goals and expectations for our associates, and I sincerely apologize for the poor experience you received at one of our stores. 

That said I do thank you for taking the time to share your experience with us here on our forums. Its customer feedback like yours that helps us as we continually work to improve our business and service, and I will absolutely be passing your comments along to the leadership team at the Bolingbrook location for their review. Should you have any questions or other concerns, now or in the future, please don’t hesitate to reach out to us again. 

Best Wishes, 

Michael|Social Media Specialist | Best Buy® Corporate
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