02-21-2022 05:41 PM
Not sure if this is the proper forum for this, but there was no "survey" or "Let us know how your visit was" on our receipt.
Wanted to express how disappointed my husband I and were with this our lastest Best Buy experience. We stopped in the Olympia, WA (#839) store on Sunday 2/20 to purchase an external hard drive. While we were there, we noticed that the new Galaxy S22 was on display. The Samsung rep helped us immediately, answered all our questions, gave us a demo, let us know of all the promotions for preorders, everything! We were actually planning on visiting the Verizon corporate store to do the preorder, but becuase that gentleman was so helpful and knowledgable - we decided to complete the upgrades with Best Buy instead (KUDOS TO HIM!). He let us know that the Mobile rep was busy ringing somebody else up so we waited. About 10-15 minutes later a young lady mobile rep came to the counter and was able to help us. That's where the visit went south. Right from the start she had an irritated vibe to her and was not friendly at all. She took my information, logged into my account, then said "sorry, we can't preorder anything except the unlocked version". If that was the case - why have all the signs up? Why have all the promotions on the table? Even the Samsung rep was shocked at her response. She was cold, rude, and was acting like it was physically hurting her to be at work. With that and her obviously not wanting to help me, we paid for our external hard drive and left.
It wasn't the fact that it wasn't available to preorder at that moment that was upsetting (it's fine, I get it. It's a high demand device). It was her attitude during that interaction. Was she upset that I wasn't buying an iPhone and her nametag said "Apple Specialist"? Does that really matter? We were still customers and had zero interaction with her prior to this. There was no need for such a sour attitude. Because of her - I will most likely NEVER buy a phone from Best Buy Mobile nor will I probably ever shop there again. Back to Verizon corporate I go!
02-21-2022 05:54 PM
Thank you for taking the time to visit our online community. We always hope to hear about positive interactions, which is what we expect from our Blue Shirts. While it sounds like things started off on the right foot, it is clear your final interaction was not a reflection of the expectations we have in place. If the item was not available to be pre-ordered, that should have been conveyed in a polite and professional manner. I understand why you’d want to share your experience. Often, customers may receive a survey in their email, but this platform is a great resource, as our team works out of our Corporate Office. I’d love to formally document your feedback, as well as cascade this information to the store leaders.
If you would not mind sending a Private Message, that would be the most secure way for me to gather the necessary information. To send a Private Message, simply use the darker blue icon, which is located across from my signature. For verification purposes, please include your full name, email address, and telephone number. If you happen to recall the name of the Blue Shirt you were working with, that information would also be helpful.