09-13-2021 01:47 AM
First, let me say that I understand that customer service has declined a lot in the past 10 years, but my experience with purchasing a computer at the Southcenter (WA) location today, was disappointing!! Not trying to date myself, but I worked for Best Buy in the Coral Springs location in the 2010s, and left this company on good terms. I get that it is Sunday before the school season. Everyone needs a computer, right now. I am no different... a Uni Student looking for a laptop. However, I don't think the increased foot traffic justifies me standing there for over 45-minutes to purchase a laptop!
I took note that all of the associates were demonstrating really poor time management and poor active listening skills. Some were busy chatting away with non-paying visitors with conversations non-work-related. While one passing off assistance to everyone else, instead of chipping in. Another was demonstrating absolutely no listening or active listening skills and focused on pushing a sale for something that has NOTHING to do with what I was looking for. (the used car salesman approach)... while another was aggressively pushing a credit line.
I can forgive the credit line push, after all, it is retail.
What I didn't appreciate from the Car Salesman associate, was their refusal to ask me questions or listen to my answers. Especially when it came time to pay for my item. This Car Salesman was quick to make moves to max out my credit line, and wanted to refuse the cash tender... that REALLY rubbed me the wrong way!
This same associate previously was ignoring what I was saying (after asking if I am married to Windows) so that they could push a sale on a low-end Macbook for his commission boost (I also noticed that he was doing the same swindle to every customer in the Windows section)
Key side note to that associate: it's 2021, bruh. At this point, more than likely, most people know whether they want Mac or Windows. It's okay to "suggest" but to aggressively push it, is uncomfortable. I can't help but wonder, why ask me what I would prefer if you are going to ignore my answer? Pushing a Mac on someone looking specifically at Windows is a big Mood Point and if I hadn't already made the journey to Best Buy, I would have left 10-minutes after walking in... maybe I should have gone to the Northgate location, or have ordered somewhere else!").
While a used car salesman associate was going around trying to push Macbook sales in the Windows section...Associate #2 was having a personal conversation for nearly an hour (probably longer, they were talking when my husband and I walked into the department) with a non-paying customer. Associate #3 was just standing there, passing customers off to other people. Associate #4 was super anti-social, unapproachable, (hair covering their face), and didn't acknowledge anyone, but took extra long ringing up one customer. Associate #5 was with 1 customer the entire time and failed to check up on anyone else... EVER! Except to turn off the alarms from the computers, when they would occasionally go off. Perhaps it is just me, and perhaps my customer experience expectations are a little high for retail. But considering I worked retail for many years, and have been an assistant store manager to well-run stores in Bellevue, I cannot recall behaving like this (or any of my associates, for that matter, behaving like this) on the floor when someone is waiting to pay over $1K on a laptop! Like, wow. I am seriously waiting to give you my money and I am ignored and made to feel small.
With that said...
I also noticed that there no longer is a place to put your experience feedback. I am usually the first to give positive feedback, I hate to give negative ones but in a period when retail storefronts are going out of style, and with a company that historically spent so much money and time working to stay a float during the fall of other Tech Storefront Companies, I hope this feedback would be used to bring Best Buy back to life, as it used to be.
Also, the Used Cars Salesperson and the Chatty associate, when I FINALLY made it to the register, were squabbling over commission or credit for my sale. (Neither deserved it... to be honest).
Is there a way that I can give the commission to a different associate who had helped me the weekend before? That associate, though pushy about the credit line (which I ended up opening up with him) actually demonstrating great active listening skills and quality customer service. I felt this associate should take the credit, especially since I ended up with one of the laptops he (or they) recommended.
09-14-2021 05:01 PM
Thank you for taking the time to visit us here on our community forums and letting us know about your visit to our Best Buy Tukwila. Buying a new laptop is a big purchase and I know if I were in your shoes, I would want to make sure I get assistance during your visit. I appreciate you taking time to let us know about your experience and would be glad to help make sure your feedback gets to the right place.
While Best Buy employees do not receive commission, I would like to make sure they management team at this store know about your visit so they provide coaching opportunities when needed. I do have a few more questions about your visit. What date and time did you go to this store? Do you remember the name of any of this Car Electronics associate you spoke to or any one else you spoke to?
I'd also like to make sure this gets documented here at our Corporate Campus and will need a bit more information in order to do so. Can you please send me a private message with your:
You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you.