Add Product

Search Results:

    By submitting an idea to IdeaX, you agree to our Terms & Conditions.    
0 Votes

Re: Best Buy Discrimination against those with disabilities and repsunwilling to assist customers

Status: Acknowledged
by on ‎12-01-2016 08:06 PM

I am a faithfully loyal customer; purchasing everything from DVDs to complete appliance package. I am also a member of a group of Americans that are disabled. My usual mode of purchasing items are through internet orders. This is especially true during the Christmas holiday season; this year was no different.

On November 25, 2016, I attempted to purchase one of the last gifts on my list; which was a Dell laptop for my daughter who will be attending grad-school in the Spring. My husband researched and found that the Dell-Inspiron 15.6” Touch-Screen Laptop-Intel Core i5-8GB Memory, with 1 TB Hard Drive to be sufficient for her needs. I searched your Black Friday circular and found Model#I3558-5501 BLK for $349.99. I thought to myself, ‘Great, I can purchase that laptop for an outstanding price.’ I tried, to no avail; to purchase it online, so I called your customer service center. To my dismay, I was on hold for more than 10 minutes the first time I called. After several attempts (after being transferred, and disconnected) over a few hours. I spoke to a very nice, however undertrained, young lady by the name of Julie.

Julie explained to me that this item was an in-store only item and I would need to travel to my nearby store to purchase the laptop as the item was a Black Friday in-store item. I explained to her that I was unable to travel to a store to make my purchase due to my disability. She express sympathy for my condition, but was unable to assist me in this purchase.  I expressed my displeasure with this policy, as an entire group of people (those of us who are disabled or have other contributing factors that prevent us from traveling to an actual store for purchases). I was offered another laptop; however, it was more than $150 more than the one I called to purchase. I asked for a manager, was told that the manager would tell me the same thing. I asked again for a manager and was told that a manager was not available. I asked a third time and was put on hold, then disconnected. I called several times, with wait times a total of more than an hour; all resulting with same results. Julie was in an off-shore customer service center and there was a definite language barrier, and I wanted to be transferred to an American customer service center and was disconnected.

This is unacceptable, as a person with disabilities I found it appalling that because we cannot get out to the stores, we have to purchase items at a higher price. I feel discriminated against. However, when reading your Diversity and Inclusion policy it outlined your commitment to your customers in your “Unique Customer Promise” which states you will provide customers with:  

  • The Latest Devices and Services, All in One Place
  • Impartial and Knowledgeable Advice
  • Competitive Prices
  • The Ability to Shop When and Where You Want
  • Support for the Life of Your Products"

According to an article in FindLaw (Disability Discrimination, November 25, 2016), Disability discrimination is the unequal treatment of an individual based on that individual's real or perceived disability. People with disabilities often need special assistance, such as larger rest room stalls or special parking spaces etc., so "equal" in this context refers to access and the right to be treated equally regardless of any accommodations. Therefore, by the very definition your company’s refusal to accommodate my needs is indeed ‘Disability Discrimination.’

Status: Acknowledged

Our Black Friday sales are not better in our stores than they are on BestBuy.com, but they can be different. There are some sales that can only be purchased in our stores, there are some offers that are only valid on BestBuy.com. Thanks for sharing your thoughts.

Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-02-2016 05:34 PM
Status changed to: Acknowledged

Our Black Friday sales are not better in our stores than they are on BestBuy.com, but they can be different. There are some sales that can only be purchased in our stores, there are some offers that are only valid on BestBuy.com. Thanks for sharing your thoughts.

Join the Community
Join the community and enjoy all the benefits! You may be our next expert!
Join Sign In
Announcements
Welcome to our Best Buy Community Forums. Please review floated posts and solutions posted, as this may assist you in answering your concerns. Due to the current high traffic on our boards, it's taking us a bit longer to respond to everyone. For more immediate assistance, please contact us at (888) 237-8289. We do not have any information as to when more PS5 or Xbox Series X/S consoles will be available.
Top Kudoed Authors
Labels