BestBuy.Com

[rkrudolph]

I did an online order for an iPod bundle, 4 items all together. I had received multiple emails telling me it was ready so I drove the 40 minutes to Best Buy twice and both times they told me I mis-read the email..ok. The third time I attempted to pick it up they tried to tell me I had already picked up half of the order, the iPod and ear buds. They gave me the charger and cases and I had 3 different people stare at me like I should have left already. I explained to them SEVERAL times that I am the only one who could have picked it up. If it had been picked up then they let someone take my order without and ID or receipt. After 30 minutes of essentially being called a liar, someone who appeared like a supervisor came over to interrogate me! He asked 4 times if I was "sure, absolutely sure you didn't pick it up?". I had lost all composure at this point, I was embarrassed, infuriated, yet he spoke to me in a condescending tone as if I were a nuisance and he wanted me out of the store. They couldn't find any record saying I did or did not pick it up so he tells everyone "I guess we'll have to take the HIS word for it". WHAT!? YOU GUESS?!? Honest, paying customers must be a real pest for store #401. After nearly an hour he had to walk all of 25 feet to get the iPod and earbuds from the store floor. I got home, filled out the email surveys about the "pick-up experience" and sent an email to customer service. At this point I was 110% done with Best Buy.

Now as promised, the happy ending...A man named Travis {removed per forum guidelines} emailed me asking for details about what happened, I didn't understand why he was asking because all of the info was in the original complaint. So, I rudely told him that I was not going to waste more time typing everything when I had already done it 3 times. I expected a simple response offering the typical bare minimum apology. Instead, he related to my problem just by simply saying he could understand why I was so upset. He didn't give me the typical speech "Why you should keep buying from Best Buy". He just said he knew how it felt, and that he could offer me a gift card for the trouble. He showed care for my situation and respect for his company by saving a customer. I don't expect special treatment because of the substantial sum of money I've spent, but I'm sure that Travis would treat me the same even if I was a first time buyer. I won't say all my Best Buy experiences have been bad, but they look much worse after dealing with someone who took pride in their job. IMO, someone who can relate and treat you with respect is the definition of good customer service. Normally I would not make a big deal out of this, but he is the sole reason I will even consider a future purchase from Best Buy, with or without the gift card. I won't use store pick up EVER again, but that's a given. I'm sure Travis and others would say I'm making this into a bigger deal then it really is but I am still absolutely blown away with the amount of professional and relatable conduct from Travis. He deserves the recognition, he is an asset for Best Buy and it would be great to see more people like him. Were always quick to attack the bad service, we need to remember to recognize good service. Hopefully this message gets to right people, he at least deserves a pat on the back lol.

[bajarider]

I think you should make the text a lot larger-lol A lot of times if you can talk to another person who has common sense it will always help. I like going to the store rather than shopping online. Everyone at the store I shop at is very friendly.

[rkrudolph]

I enlarged the text for myself while I was typing and forgot to change it before I posted, thank you for the condiscending comment though.

[Jimmienomam]

It's great that you decided to recognize those that did good. Many will focus on the bad experience and then never post abou the positive.

While I know that what Travis offered will never undo what was done, but I think the same as you and see it as a small gesture to show that the original actions were uncalled for.

You have no idea how many posts I read on other forums praising the mods here that helped them out when stores have been in the wrong. Yet I think I was one of only three people I have seen that posted on the good. Glad to see more of at least mentioning the good. Hopefully that was an isolated experience.

Best of wishes to you

[bajarider]

I was speaking about common sense about the issue you had at the store. Sorry I was typing too fast. Basically I was saying not everyone at the store uses common sense.

[Blake-BBY Community Connector]

Hello rkrudolph,

Welcome to the forums!

Thank you for sharing your experience with us. 

I'm happy to hear that Travis was able to get your situation resolved.  I'll also be documenting your situation and will sending an email to Travis's supervisor making them aware of the great work he is doing.   Thank you again for taking time out of your day to share your story. 

[rkrudolph]

Thank you very much Blake, I asked for Travis  supervisors email but he just said he would make sure he got our emails about the situation. I could see why, I'm sure they don't want the supervisors being harassed if their emails were public. But overall Blake that was my main goal, get my story to someone who could give Travis some props, maybe even a BEST BUY GIFT CARD! LOL I'm just kidding. Thanks again Blake and please keep me updated if you could.