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Posts: 3
Registered: ‎06-11-2018

Horrible Experience In-Store

I sent online support an email on Friday, but I have not heard back. Therefore I'm trying to get through to someone and can't find any email address for customer service. Hopefully you can help. Or at least forward this to the appropriate people. I thank you.


To All Whom It May Concern,

I wanted to write to tell you about my most recent experience at one of your stores. I went to the Best Buy on Harbison Blvd in Columbia, SC Thursday, June 7th, at 11am. First, they are remodeling. I get there is a transition period, but this remodeling has been going on for at least two weeks. I know because I was there two weeks ago as well. The first thing you notice upon entering the store is the noxious smell of paint. This smell persists throughout the entire store. I honestly could not stay in there long. I feel that this is hazardous work conditions for the employees. How, this is allowed to go on for WEEKS is beyond me. If I worked there, it would be reported.

Second, I was there just to get a few things. The store was not busy, as they had not been open long. Usually when I go into a Best Buy I'm greeted and then when I'm looking around someone will ask if I need help finding something. This NEVER happened to me the entire time. And I went looking all around the store trying to finding different items. What I noticed were groups or pairs of employees choosing to chat with one another as opposed to helping out a paying customer. I had to to ask employees to help me find things. Then, when I did they just point and say "over there". What are these employees learning from your company? I worked in retail. On the first day, I learned that when someone asks for help finding something you DON'T just point. You guide them. If you can't physically show them, you are very specific as to where an item is or you pass them off to someone who can show them. Employees were not helpful at all.


Next thing, I noticed with your store, again with the remodeling, is some of the isles closer to the areas that are being worked on are COVERED in dirt/grim/dry wall debris. I couldn't believe this. Does no one think to clean these areas? I went over to look at some computer keyboards. I tested some of them out. They were covered with debris. I had to wash my hands after. Unbelievable.


Now comes to the store layout and inventory. Usually, I've enjoyed going to Best Buy to check movies (Blu-Rays). This store, which previously had at least four aisles dedicated to movies now only has one. And it's not a regular aisle. It's just one of those smaller ones that runs perpendicular to the others. Why are you cutting down of physically media, especially Blu-Rays? Instead you're turning your stores into Cell Phone Stores. Why? This store has four aisles dedicated to JUST cell phone accessories. But only ONE for movies!


Last thing I'm going to say: based on this last visit I'm fairly sure that you have lost my business. Not only did I change my mind about purchasing something yesterday, I may stop purchasing anything at Best Buy ever again. Your prices are not better than Amazon. And they are easier to deal with. Someone is always willing to help me. I think I'll just shop with them instead.


You lost a paying customer today.


Sincerely,

David V.

Posts: 1,278
Topics: 4
Kudos: 125
Solutions: 70
Registered: ‎10-19-2017

Re: Horrible Experience In-Store

Hi David,


Welcome to the forums and thanks for posting! I know firsthand that a negative shopping experience can leave a lasting impression. I regret to hear about your visit to our Columbiana Mall location. 


From the less-than-ideal renovation inconveniences to the customer service that didn’t quite seem up to par, it sounds like we may have let you down in multiple ways. I’m sorry this was your experience when you visited. 


We love feedback here at our corporate office and I’m glad you took the time to share this with us. We’re always looking for ways to improve the experience for customers like yourself. 


Thank you,
 

Luke|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-11-2018

Re: Horrible Experience In-Store

I do not accept this response. I'm telling you that you just lost a customer. And I mean you.
Posts: 1,278
Topics: 4
Kudos: 125
Solutions: 70
Registered: ‎10-19-2017

Re: Horrible Experience In-Store

Hi David,


I understand and we don’t like losing any of our customers. I regrettably can’t undo the experience you had, but I can certainly take your feedback here at our corporate office. Is there something specific you’re looking for that would make this a better response? 


Regards,
 

Luke|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-11-2018

Re: Horrible Experience In-Store

Gift card to make up for the bad experience and to show me that you want to retain my business.
Posts: 1,278
Topics: 4
Kudos: 125
Solutions: 70
Registered: ‎10-19-2017

Re: Horrible Experience In-Store

Hi dvass77,


While we absolutely appreciate your feedback and I’m happy you took the time to share it, this would not be a situation where I’d be able to offer compensation. Thanks again for sharing these concerns with us. 


Respectfully,
 

Luke|Social Media Specialist | Best Buy® Corporate
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