01-27-2019 03:05 PM
I saw another post saying there was no email to file a complaint, so here is a copy of my Yelp review I posted today.
I seldom go to Best Buy and today's experience justifies my action. Went in to buy an SSD on sale. Had a little trouble finding it, but it *was* in the hard drive area. It was a card meaning the product was locked up. The instructions said "give this to someone in a blue shirt." I realized that meant a Best Buy employee dressed in a blue shirt rather than some random person wearing blue. No blue shirts around. Walked toward the cashier and every blue shirt employee looked the other way. Caught the eye of the friendly greeter in his yellow shirt. I waved the card and he pointed at the cashier. Stood in line behind one customer and then the cashier told me I had to take the card to "Customer Service." I told the cashier that the greeter pointed me to the cashiers and the card said person in a blue shirt, not Customer Service. Confusion arose. I told the greeter he was incorrect and I was becoming unhappy. Went to "Customer Service" and they agreed I should have come there. I said, nothing told me to come here and the greeter didn't either. A shrug. I explained how this was unacceptable service and could they do anything for me in addition. They didn't understand I was asking for a discount. I asked for a manager and she was right there and heard my story and said I should have given the card to a blue shirt in the computer department. After explaining that the card didn't say anything like that, I again asked for a discount. "We don't do that," she said. I told her that was a reason not to come back if I didn't have to. So if you find a 'carded' item in Best Buy, wait until an employee in a blue shirt comes by in that department or be prepared to run all over the store by badly trained employees. So disappointing.
01-27-2019 06:53 PM
01-27-2019 07:26 PM
No blue shirts were available and since the final destination is the cashier (as is done at Costco for 'locked up' items), I headed there and was encouraged to do so by the greeter. I figured he knew how Best Buy worked. I was wrong. Now, the cashier had a blue shirt, but he declined to go get the ssd. Rather I had to go to a separate department. Going to Customer Service or finding a blue shirt in the computer department is not contained in 'hand this to someone in a blue shirt.' Best Buy failed to provide an environment that encourages the customer to buy their products. Rather, they put up a few obstacles to prevent that. In your case, a free blue shirt did what I expected them to do. Get me the SSD. But I don't think it is my responsibility to chase down an employee to purchase an item. They should be pleased to sell me the item even if it takes the cashier to get someone to go get the SSD while I wait. The default blue shirt should be the cashier.
02-07-2019 04:07 PM
Welcome to the Best Buy Support Online Forum Community! We appreciate the time you’ve taken to post to our community and for your patience while you had waited for our official response. Thank you for choosing Best Buy for your hard drive purchase.
Did the agent in yellow read the card? It’s possible, they may not have known what you were looking for or needing assistance with. We’re sorry that cashier who assisted you didn’t do what you would’ve expected them to do to help you. We appreciate the time you’ve taken to post your feedback to us regarding your recent experience. It’s our sincere hope that your next purchasing experience at your local Best Buy is a better one for you. Please don’t hesitate to let us know, if you have any other questions or concerns in the future.
02-07-2019 04:18 PM
My opinion is the agent in yellow thought that the cashier could handle all situations that appeared like I was trying to purchase something. What seems to be the case is the store had changed it's rules on 'locked up' items and to purchase them you must go to Customer Service (where I was checked out). However, if you don't take the trouble to change the items' cards to indicate the rule change, you can't help but annoy customers. I am sure that is not in your best interest. I will not be using Best Buy unless absolutely necessary in the future. Thanks for the response, if not very timely. It is clear that any future discount to make up for the trouble is not first in your mind.
02-07-2019 05:27 PM
We appreciate your suggestion and feedback. You’re more than welcome to submit your thoughts on that process improvement here.