BestBuy.Com

[candyman0301]

Friday night i went into my local best buy to purchase a laptop computer.  In fact i was thinking of buying 2.  so after looking for a while and waiting for someone to help, a manager came by and asked me if i needed any help.  i said sure, but ii really already know what i want, but just the same, so she told us to wait for a couple of min and that one of thier associtates would be with us momentarly, so i waited and waited, still no one, so i finally saw this "MANAGER" again and said if i buy 2 of these laptops, can i get a break on the price, she of course told me NO, cant do that, GEE WHAT A SUPRISE, but at 399.00 for a laptop, not to bad of deal.  anyway, decided to go ahead and buy 2.  went to check out, got all checked out and was told that to make sure i show my reciept to the guy at the door, well when i got to the door to leave, no one even stopped me and asked me for a reciept.  thought that was kinda strange, anyway, here's the kicker of the story. 

  Over night after unpacking one of the computers and getting it set up, we decided that we really didnt want one of them and planned on returning it the next day.  after getting on the web site and looking at the return policy, i figured ok, didnt open it, and for that matter, didnt even hardly even touch the box, so anyway, read the return policy, and thought good, no problem, hasnt been 14 days, etc etc,

 So sat afternoon, went back to the store WITH MY RECIEPT went up to the gal at the customer service desk, and told her that i had changed my mind and we had just decided that we didnt want it.  she asked the normal questions,  1-anything wrong with it, i said no, its fine, just changed our minds and dont wont it, 2- has it been opened, i said nope, in fact it sat down by my front door all night and no one has even touched it, she looked at me, looked at the box checked it top and bottom, and then she asked for my reciept and said, be right back, took the reciept was gone for a min or so, came back and said "well looks like this box has been opened, MY MOUTH HIT THE FLOOR, i said, well sorry, i havent even touched the stupid thing yet enough try and open the box, and she then proceded to say, well im sorry but there is some extra pieces of tape here on the bottom that doesnt belong there and looks like its been opened and resealed, i said what, your calling me a liar, i couldnt believe my ears, she then proceeeded to rip off the tape on the bottom of the computer and then said, oh thats not the sealed tape that was on there before it had to have been opened and resealed,  i wanted to reach across and pop her. she then left and went to get someone else,after being gone for a couple of min, she returned with another gentleman, and then proceeded to open the computer and take everything out of the box, and even going as far as taking the bag that holds the computer with a seal on the package, and sitting there messing with the factory seal to see if it had been messed with, and then going ahead and lifting it up to the point where she pulled it off once again accusing me of opening that bag too, then they got the battery and powered up the computer to see it i had even touched it, by now i was SO MAD I COULD HAVE PUNCHED SOMEONE.  then the man said ok, looks fine give him his money back.  i could not believe that they went as far as to open the computer and try starting it up to see if i had been on it.  i was outraged.  I WILL NEVER EVER STEP FOOT BACK IN THAT STORE OR ANY BEST BUY EVER AGAIN, i could not believe how badly i was treated, they acted like that i had stolen the computer or something, or had tried it and then changed my mind and decided to return it. that is why i only opened one in the 1st place to see if it was going to work for our family. So in closing, i just want to warn people that if your going to waste your time shopping at best buy, make sure of a few things, 1- make sure its the best deal and that you are sure you cant get it anywhere else, 2-only buy what you need, because you to could become a victim of thier return policy and be grilled like i was. 

[mslady2156]

Wow after reading candyman0301's post I see having horrible customer service is the norm for best buy.  Here's my horror story, So I purchased a laptop bundle online since the store didn't have anymore surprise, surprise.  Anyway order it online shipping price was ridiculous, so I was suppose to recieve a laptop, printer, and anti-virus software.  Well I got two out of three the laptop and printer. So I look at this weeks ad and see that best buy had the laptop I actually wanted so I thought I would exchange it.  I waited in line outside in Ohio weather for the store to open, I get in line to return the laptop (oh I opened the laptop to see if the anti-virus software was loaded on the computer since it wasn't shipped to me- important part of the story) anyway like many of you know best buy may only have eight of the advertised computer -hince my wait in the cold.  Well when I first told the cashier that I wanted to exchange the two computers she first instulted me by asking me if I had a enough money in my account to cover the purchase of the new laptop.  Now I didn't think anything of it the first time she asked but the third time pissed me off.  So already 15 mins. has passed which is like forever if you're trying to get something that is in limited quantities.  So she sent me to the computer section to see if there were any computers left NO. Of course there wouldn't be any left 30 mins. after the store opens (I had to wait 15 mins. before anyone in the computer section even helped me).  So upon finding out the 30 mins.  out of my life was wasted at "worst buy" I was so angry that I decided to return everything.  Now the girl has the nerve to charge me a $60 restocking fee becuase I opened the box to see if the anti-virus I never recieved was already loaded on the computer (not only did she not believe me when I told her it wasn't on the computer but then she tried to tell me that I didn't put the power cord in the box, which was in the box. So I just let her finish the return and left because at this point I was beyond angry.  So get home and it sinks in that I'm out of $100 dollar after returning this laptop so I called customer service and complained and they were very helpful then I called the store manager and wow she was beyond rude.  So now I WILL NEVER EVER BUY ANYTHING FROM "WORST BUY" and worst store in America.

[RealGeorgeW Emerging Expert]

How did you go from a $60 restocking fee to "out of $100"?

It was ultimately your choice to return the laptop which is why there is the retocking fee. We can't sell the laptop open without giving customers a discount so we have to recover that loss.

Really you should have called the .com support line as it was their fault and not the store that you went into as they are almost two completely different entitites.

I understand waiting in line(I used to do it a lot on Black Fridays) and also know the disappointment of the item I wanted being out of stock, which is now why I shop online. Again if you worked with the online side of the store, they most likely could have found the laptop that you did want in a warehouse and pricematch the ad for you. 

As for the AV missing, errors happen, that's why it's necessary to let the site know that there's been an error so they can fix it for you.

[js3rd]

It looks as if I get to join the Poor Service from Best Buy club.  Reward good service.  Punish poor.  My story with XXX's to comply with forum guidelines:

Re:  Online order-BBY-XXXXXXXXXXXX.  I had the most horrendous experience with your company and unless you are giving away product or money, I will likely visit XXXXX XXXXXXXXXX or XXXXXX for my future electronics needs.

I placed my order late 2/13/09.  The website offered several delivery dates by radio dial options to simply click.  Believing that near two weeks was ample time enough to receive the XXX XXXXXX TV, I selected 2/26/09.  The following morning and to my slight disappointment I received an email telling me there was no delivery available for this date.  The tone of this email suggested urgency since my order would be cancelled if I didn’t reply within a certain timeframe.

What I thought was a minor inconvenience turned out to be an absolute retail nightmare.  I called twice in the morning on 2/14.  Your operators receiving the inbound calls were quite rude and interruptive.  I could not speak without interjection.  On both occasions, I was supposedly routed to the right extension.  After two transfers each time, I was simply disconnected without warning or a voice recording.  Without time to continue at this futile process, I tabled my call for a later time.

Four hours later and on my limited lunch break at work, I called again.  I experienced the same quick, rude reception from the operator and then transferred to another specialist.  This person then proceeded to tell me that there was a technical problem and a delivery date could not be confirmed.  After several hollow apologies, she assured me that the warehouse or she would contact me later that day by either phone or email to rectify the situation.  I received neither.

I followed up with another call on 2/15/09 in the morning.  Again, I had yet another impolite first operator who then transferred me to another agent.  I had to re-explain the situation and wait for the agent to get caught up with my account.  This agent then informed me that my order could not be delivered until 4/22/09.  After reviewing my options (one of which was a 5-10 day wait for the warehouse to contact me and relay the same delivery dates), I requested to speak to a manager.  I was told I could not speak to a manager as the agent had no phone transfer capabilities and I would receive a call back within 48 hours.  This timeframe was absolutely out of the question.  I even asked who would be contacting me.  I was supposed to speak to a “senior member,” not a manager.  I can’t imagine why my request could not be fulfilled.  At any rate, I insisted that I speak to a manager, not a senior member, within a half hour as I had appointments to meet that day.  After much exchange, the agent was able to finally promise me and agree to a call back within the half hour.  After a full hour passed without contact, I had enough.

I called back and accepted the condescending and arrogant first operator interrupting my request and forwarding me back to the department.  I then cancelled my order with the ONLY person who seemed to know how to operate the phone system.  At my request, I wished for him to contact my debit/credit card company to make an immediate release of funds for the authorization made to purchase the item.  Low and behold, the operators DO have three way and transfer phone capabilities as we dispatched a three way call with my credit card carrier.  I suppose when it comes to speaking to a manager, the ability to process this phone request causes temporary amnesia with your associates or they are trained to NOT let your customers speak immediately to the next level.

I had to have cumulatively logged better than 3 hours of phone time during this fiasco.  Throughout this process, I have felt belittled, lied to, deceived, and baited and switched.  To say your business practices and training of your employees are poor would be a gross understatement.  After experiencing this pitiful excuse for service and, in my opinion, the unethical treatment of your customers, I will likely do everything in my power to coerce anyone I know to not do business with your company with the anecdote with which I have outlined above.

[candyman0301]

well i can see that "WORST BUY" is keeping up thier worthless customer service. The night that  i went in to buy the computer, i first went over to look at their dishwashers, and not only were their prices extremly HIGH the customer service was even worse.  so it seems to me that they really dont care how thier customer service is there are still going to be people who will shop there regardless.  i bought a computer from there serveral years ago and the customer service was bad then, you would of thought that i would have learned, but NO, i was stupid and shopped there again,  but now, NO WAY will i EVER EVER shop there again.  i could care less if they were the only place in america where you could buy any kind of electronics or appliances, i would first build my own than ever ever give them one penny of my hard earned money.  i am going to file a complaint with my local bbb.  and i was the lady from ohio, who they asked not once not twice but 3 times if she had enough money in her account to pay for the computer, i would have reached across the counter and popped that person in the head, and then called a store manager,then call corporate, then call anyone else i could have thought of. GOD i cant believe the nerve of those people.  to bad c. city couldnt of done a better job at giving them a run for thier money.  to bad its not "WORST BUY" going out instead of cc.

pass the word around and let the ones you know how bad they really are.

[judithdaily1961]

I agree that they have the worst consumer service and the geek squad is right behind them.  I will  never shop at Worst Buy again. They treat you like you are worthless.  I have never been treated so badly in my life. 

[Elizabeth-BBY Community Supervisor]

Hi mslady2156,

I'm sorry you weren't able to get the laptop you really wanted and that the customer service representatives and managers at the store upset you throughout the process - obviously this doesn't benefit you because despite waiting, you didn't get the item you wanted, and it didn't benefit us because we lost your purchase and your loyalty.  I appreciate you bringing this to our attention.  You said that customer service was very helpful - if there is anything more we can do to make this right for you, please send me a private message by clicking on my username Elizabeth-BBY then 'Send this user a private message' on the right, and include your name, phone number and BestBuy.com order number.  Again I'm sorry for any inconvenience or frustration this situation may have caused.

Thanks for posting,

[candyman0301]

 i see that someone from customer service took the time to write back to mslady about her experience.  Here's my question, maybe the people that watch this website and respond to some of the messages left here , should give a lesson to their store mgrs, and employees.  i first thought that maybe it was just our store that gave really bad "CUSTOMER SERVICE". but after reading some of the blogs on this site, i see that this is a wide spread problem.  sounds like best buy needs to send all of thier people to a customer service CLASS.  because honestly, best buy(or should i say worst buy) has the worst customer service next to Mac D's.  i would consider shopping at best buy more if their stupid sales people werent so dam rude.  i mean they pretty much insult just about everyone.  i quit going to mac d's because of how bad their employees were.  and you know what they say, if something bad happens at a store, you will tell  3 people, and in turn they will tell 3 etc etc,  but if its good then you only tell1, so stores should really concentrate on great customer service, especially these days, and with as bad as the economey  is stores should be going out of thier way to make sure that customers are completly satisfied.  but apparently best buy thinks that they are above everyone else.  as before,im going to do everything i can to tell everyone i know about how bad of customer service i got. i work in the food service industry, and i talk to alot of people everyday, and i make sure i tell as many people as i can about what happened,

[starhelper2587]

candyman0301 :

The associate you worked with at the store was probably not trying to call you a liar or act with bad intentions.  You didn't mention where she was rude or anything, from what I got out of your post.  Think of it like this - how many clients probably DO try to bring back a PC that they opened up, or maybe they took something out of the box?  Because of that, there are policies in place to make sure BB isn't taking back a product it shouldn't.  It was nothing against you, the honest client.  It was probably just a policy to get management approval if the box appeared to have been opened.  I'm sure the associate was just doing her job.

[JJW0782]

I am not sticking up for either party but this is the first story of this situtation I have heard. I have never heard of a company blaming someone for resealing a product at all. I have had good luck with bb so far.