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New Member
Posts: 3
Registered: ‎03-16-2017

not so happy with my experience

I purchased a t.v online around 11am and choose to pick up in store. I called the store after 5 to see if the t.v was ready. I was told it was ready and I can come pick it up. I went to store and was told my order was not there. I asked to speak with the manager which she can with an attitude. She told me the t.v is at another store more than 1/2 away and it will not be there until later in the night when the store closes. The person picking it up is doing the overnight. There was nothing she can and I will have to come back. I asked her for the number for corporate and she gave me the 888 number come to find out there is no corporate number (lie number 1). When I spoke to someone on the phone he was very helpful at this point I was mad. The manager made me feel like I stole something the way I was treated. After being on the phone which seemed like forever he told asked me did she offer you a comprable model. I told him no she didn't do anything she just told me there was nothing she could do for me. I asked a worker to call he over so I could ask her why she didn't offer me another t.v she came over to the desk where the worker and I were at and looked at me and walked away as If I wasn't there. At this point I'm getting very upset. I ask him to call her again and this time she comes over with an attitude and I asked her why she didn't offer me another t.v since I was told my t.v was ready for pickup. She had nothing to say. Than she gets on her phone and says she can offer me a Westinghouse. I said no that's not the model I ordered. I seen a another Toshiba in the store. I asked her about that t.v she told me that I will have to the full price of the t.v. than she tells me she can take 23% off which I would pay a little more for this t.v then I did for the one I ordered. I agreed. As a manager she should have been willing to help me out. She wanted me out the store and I felt some type of way. I felt like I wasn't valued as a paying customer. I'm sure best buy does not train there employee's to treat people as if they don't value customers as people or less than. The Manger needs to be retrained.
Geek Squad Agent
Posts: 3,251
Registered: ‎03-20-2012

Re: not so happy with my experience

when it said it was ready for pickup was it for the store that you visited? To me it sounds like the store where the order was placed was not the store that was visited, but an overnight manager was doing a transfer which would make it possible for you to pickup the next day, this was to save you the trip.  The 1888 number is usually not corporate, but that is the only number that we have in place to reach out to someone that can help minus using this community forums, twitter, facebook for the other avenues.

 

I do apologize about the mixup, but I am glad to see that you got 23% off your new television.  Your feedback is greatly appreciated, and thank you for all the time that you took to join and write the community.  I hope you are able to enjoy your new televison and accept my apology for the troubles that you experienced!  Have a great night!

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 3
Registered: ‎03-16-2017

Re: not so happy with my experience

The store I called was the store I was to pick the t.v up from
Posts: 1,288
Topics: 7
Kudos: 111
Solutions: 79
Registered: ‎12-23-2016

Re: not so happy with my experience

Hi williams_617

 

Welcome to the Best Buy Community forums. I’m very disappointed to read about your poor experience with store pickup.

 

I apologize that the person who took your phone call gave you the wrong information about your pickup being ready. Did you also receive an email saying that your order was ready? That email confirming your order is ready for pickup is the best way to know that your purchase is all set for you. An employee shouldn’t have told you that it was ready if it was not.

 

I also apologize that the manager was not accommodating at first. I’m happy that she was eventually able to get you a substitute television, but it sounds like a frustrating experience trying to get that done. We want all of our customers to feel welcome in our stores. I would like to document your concerns about your experience in our corporate systems so that we can use your story to fill in gaps in our customer service and provide better service in the future. If you could please confirm which store this happened at so I can fully document this for you, I’d appreciate it.

 

If you have any questions, please let me know.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-16-2017

Re: not so happy with my experience

14 allstate rd. Dorchester MA 02125. I was only offered another t.v after I was on the phone with your 1888 number. Which to me is unacceptable. I shouldn't have to call someone e else for her to do her job.
Posts: 1,288
Topics: 7
Kudos: 111
Solutions: 79
Registered: ‎12-23-2016

Re: not so happy with my experience

Hi williams_617,

 

Thanks for the fast update. I was able to forward your concerns to the general manager of the Dorchester store as well as log them in our corporate systems. I hope that the substitute television is treating you well, but if it turns out that you want to go back to your original choice you have fifteen days under our Return & Exchange Promise to bring it back to the store and exchange it.

 

Again, I apologize for your poor experience and I hope that the next time you choose to shop with us we provide you with a better experience. Thanks so much for taking the time to let us know about this. Without folks like you letting us know about situations like this, we can’t hope to make meaningful improvements in the service we provide.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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