05-05-2012 09:40 PM
Placed an order this evening, was only going to spend 50.00, but saw the 10.00 future coupon for store option pick-up so upped my order to 100.00 to satisfy requirements. I picked items and the store to pick up, all good and placed the order. later I received an email an item was not in, so caled customer service to address. I was placed with an operator, who struggled with resolving the issues, advised I would not receive the future coupon w/o placing an entire new order, could not replace an item and satisfy the original requirements, operator provided at times false information, and subsequently told me she was told no supervisors were on duty to assist as they were about to close. This was at 10:06 pm EST, she told me they closed at 11pm or so but by midnight. I questioned the 24/7 posting on the site ( she claimed this was not true for operators) and I also inquired what time zone she was in as it was 10am in Boston- she after some prodding said Texas..okay, if your closing at 11pm or so it would have been 9pm and supervisiors are unable to assist customers for then 2hours???? I guess operators manage themselves....
Other posting claim no wonder company not doing well..I agree, customer service is a foundation of all companies in the retail industry- poor service or communications can create the "never returning customer" as opposed to the repeat customer ( see below). In regards to business, I upped my order by 50.00+ and would have used the extra 10.00 on a future visit- I have to say the cost/benefit of having a supervisior assist the customer might have left a better taste in my mouth for Best Buy.
The item I ordered in question was ink, the store I guess did not have it even after placed online as in stock..I normally buy ink for my printer at Staples, and going forward after this customer service experience will revert back to their stocked sales floor and superior customer service. So I guess best Buy lost my current business of an extra 50.00, a future visit , and the possible continued sales of ink. Should Best Buy come into hard times in the future..not sure I want to be there to help them out after tonight...
05-05-2012 09:55 PM
05-05-2012 10:25 PM
Regarding the fine print...I think a supervisor would have had that information..they could have given the option to ship the ink to store- and keep the sale, the customer's voucher, and provided exceptional customer service as a result..I still found the experience regarding supervisiors not around sketchy, add to that the operator had told me prior to speak to a supervisor I would have to hold for awhile and the answer would have been the same- no voucher, cancel the sale, ect...so she was trying to deter the conversation from happening- I would think to save the sale would have been the primary goal...
I also agree, ink not avaliable is odd- I can wager when I walk into Staples tomorrow they will have ample stock of HP920 XL Black....besides isn't Best Buy on an auto POS sales/inventory system that would re-order automatically based on sales data transmitted daily to avoid low stock???
Anyways, Staples likely to receive my ink sales going forward- I learned my lesson for sampling another seller and their customer service approach to business.
05-07-2012 02:50 PM
Good afternoon BFBoston,
I am very disappointed that your recent ink cartridge order experience went as you described-that's awful! I sincerely apologize that all of this happened over $50 and should have been handled much better. It's troubling that you will no longer be a customer of ours, and after looking, I see that you went ahead and cancelled this order. Again, I'm very sorry for your inconvenience.
05-07-2012 06:47 PM
Received a reply from Best Buy- had to show to a few folks, as we all held the common view, back in the old days when you had a bad experience with a retailer, wrote a comment, asked to speak to a supervisor, your future business in jeopardy- well they would talk to you, and try to secure your future business and brand loyalty- Nordstrom's othe companies still follow the path of those days past, sadly based on the email I received from Best Buy, they found it "troubling" they lost a sale and a return customer, but took no steps to ensure the future prospects of sales and satisfaction. Having worked in retail, I recall sitting in many HR seminars on Customer Service, the sucess of the store depends on you, we want return clientele to succeed against the competition, ect..
I had always held Best Buy in moderate to high regard, purchased over 1400.00+ last year, felt sad they were closing my Back Bay store...but after the experience above, the follow up today of an email basically shrugging off the incident, well I long for the old days when a business suceeded by taking an extra step as opposed to a side step to get the customer back in the door not just say sorry you might not shop with us anymore. Should Best Buy fail to Amazon and Target, based on my experience I will understand why...... as i recall from those old seminars at Jordan Marsh ( now Macys),..sometimes the best business lessons learned are by looking at the past....
05-08-2012 01:38 AM
05-08-2012 06:53 AM
A customer is never a lost cause..regardless of the current "internet" avaliability of merchandisers. Quite the opposite, because of increased competition, it is essential to take the extra steps for the shepard to keep their sheep. I do have some gift cards ect to still use at Best Buy, so I am tied to the business in the future- this the company should anticipate whenever a customer has a bad experience, that 25.00 gift card could be used on 30.00 of videos or a new Samsung LED TV. Resolving customer service issues is always a PRIORITY wether the customer has moved on or not.. I still find it odd they have failed to cite or quote a policy and procedure regarding the lack of the intervention of a customer service supervisor when a customer requests to speak to one?? Honestly, your response regarding the ship to store option fine print, would have recified the problem effectively, and this a manager would have had at their hand to provide during the operator encounter.
You have some great insights! I suggest you read or obtain the research study on customer service YELP has compiled for business owners to generate repeat business and overcome a bad customer experience. The customer's voices are sometimes muddled by emails, but a corporation/business owner taking a step can achieve strides for the future..a customer may move on from buying ink products..but as a vendor that carries more than just that, well who is to say they won't move back for other products...like the saying goes, " you can't always judge a restaurant experience by the bad waiter you had, when the owner sends you a message to return, you could be dining there forever..."
05-08-2012 02:40 PM
BFBoston - you are right, there is always a next time, and the very least Best Buy could do would be to send you a $10 giftcard just for the trouble. It's not like you were name calling and being ridiculous, you were simply pointing out a bad experience, which Best Buy should use as a teachable moment for their phone service dept.
Sadly, Best Buy will likely go the way of Circuit City due to their tightfisted ways and the lack of insight into the options customers now have.
05-09-2012 08:09 PM
Thanks- I too think a reply with a give us a second chance theme, from Best Buy would generate a positive approach too customer service- I have truly encountered some great experinces and not so great experiences from them over time. I can say, there are inconsitent methods of communication within the organization. For example, this weekend they were offering dbl points on sales, now in 10 weeks+ when they don't appear, you can call them and the person on the other sid eof the phone will have no idea what your talking about- I have learned to store their emails with bonus offers as for some reason they don't nor provide access to their staff. Same with in-store promotions, not long ago if you recycled a product, dropped into the store you would receive 100.00 pts, I took items in and the store staff had no idea..it took an hour for them to figure it out?? They explained this failure to disperse information happens alot with ad/promo departments and in store management?? Should there not be a synergy between the two components of store operations and corporate advertising, to generate and promote customer satisfaction, sales and revenue...
I truly hope they don't go the way of Circuit City, but sadly have a feeling from talking with others whom had experiences that mirror mine, the power breakers are likely to switch off on them as well...
05-09-2012 08:38 PM
Justin- I find it odd you have taken no steps to investigate, or cite a policy in regard to Best Buy's position when asking to speak with a manager or supervisor to rectify/remedy a concern re: policy over a promotion. I also find the "oh well" attidude was odd..it defies all customer satisfaction theories your organization and others strive for and teach staff to demonstrate. Advertising, one smart buying staff, competent and efficient floor sales teams, top shelf Geek Squad,, professional store management,and an exceptional customer service crew, all define what it takes to be the Best..somehow I think you fail at the best and strive only for the buy approach to being a leader in retail sales....I suggest a review of Yelp's customer service survey would benefit you in your position going forward..the customer may not always be right but they are the reason a business remains competitive against the competition, and should always be reached out to and invited to return...