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Posts: 1
Registered: ‎02-24-2020

An Absolutely Terrible Customer Experience... and TERRIBLE Management

[ Edited ]

I went into Best Buy today after purchasing a Roomba S9 plus online for in-store pick up. When approached about the purchase they ask for ID which I provided which cooperated both my address and my name but the retail rep at the register was uncomfortable giving me the $1200 purchase that I made. Mind you I provided the credit card that it was bought with and an email that was sent to my email address with a barcode for them to scan.

The manager came up to the front and said that I had to provide more identification and got very short with me. His name is Jamaine {removed per forum guidelines}. This store is in Raleigh, NC. He was incredibly rude and very demeaning so I decided to return the robot vacuum to the store. Because of Mr. {removed per forum guidelines} actions Best Buy lost a $1200 sale. But to be honest with you it seems as though Best Buy doesn’t really care because I called the customer service line and there’s no route through the phone lines to complain about a store manager. This leads me to believe that they don’t care about complaints about their store managers. Furthermore, the actions of their assistant store manager shows that Best Buy no longer cares about their customers. There used to be a saying in retail that the customer is always right. Best Buy and Mr. {removed per forum guidelines} clearly do not believe the customer is always right. And through their TERRIBLE customer service, Best Buy lost $1200 today.

Mr. {removed per forum guidelines} did not in anyway shape or form attempt to make that situation right. He let me walk out of the store without trying to fix anything. He just wanted to be right. As far as I’m concerned he can stay right because I don’t think I will ever shop at Best Buy again. And I am an elite status member there. I spent a lot of money at Best Buy but this single experience will drive me to Online outlets from now on.

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Registered: ‎12-23-2016

Re: An Absolutely Terrible Customer Experience... and TERRIBLE Management

Hello, Tedrocole,


Thanks for joining the Best Buy Community forums. I appreciate you taking the time to get in touch and let us know about the poor experience at our Raleigh store.


We want to make sure that we're giving products ordered for store pickup tot he right person, but we should never be rude about it. I'd like to take a closer look into this for you so we can make sure we provide better service going forward, and keep you as an Elite My Best Buy member going forward for years to come.


Can you please send me a private message by using the link in my signature with your name, email address, and phone number, along with the order number? That should let me begin my research.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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