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Posts: 1
Registered: ‎06-22-2019

Best Buy/Pacific Sales- TERRIBLE rep ruins it for everyone

I’m remodeling my kitchen so I have purchased six large appliances, all with extended warranties in the past 2 weeks. I had experienced excellent customer service through all of my purchases until today. Denise went above and beyond when it came to her service so I was very happy with my purchases so far.
I went to pick up my open-box dryer from the West Covina store today, but Denise wasn’t there. No problem since the other sales rep was helpful. While loading the dryer into my truck another associate, Luke, pushed the dryer forward breaking off the leg to my LG dryer. I asked to talk to someone about it to remedy the situation...I just wanted the leg replaced. Luke was polite to me and paged someone from Pacific Sales 3 times and finally a guy named John (wore glasses, dark hair with facial hair) came to “help.” The associate loading the item told him about the situation and he said to go outside and let him see it. John didn’t even acknowledge me. I should have seen that as a sign, but wasn’t upset about it. So we went back to the truck and showed him. He said he can give us a leg to replace it, but was totally rude about it. We told him that would be fine, but can he have someone from Best Buy/pac Sales replace it since we don’t know how to do it ourselves. He then said, “we don’t service appliances here so TAKE IT OR LEAVE IT! LET ME KNOW WHAT YOU WANT.” And turns around and leaves!!!!! He didn’t even give us a chance to decide, but what shocked us was his terrible attitude! His tone was already disrespectful and demeaning, but to then just turn around and walk away left us dumbfounded. We couldn’t believe how small he made us feel!
It took me a minute because I was considering returning the item since we felt so mistreated. However, I wasn’t going to do so without talking to a manager about John’s rude attitude. I walked back inside and there were 3 associates at the Pacific Sales desk. I demanded to speak to a manager about the situation because of how horribly John treated us. An assistant manager, Nick, listened and tried to remedy the situation. I told him that John was very disrespectful and needed to he addressed that that is not how to treat people, let alone a once loyal customer. Nick said John doesn’t work here often and is with Pacific Sales, but would have a talk with him. Nick came out to replace the leg himself and fixed the dryer leg, but I am still very dissatisfied by how we were treated. I was not rude to John and did not have unreasonable expectations. No one should be disrespected that way. At this time, we are considering returning all of our purchases because of the bad service we received from John. What a shame that he is ruining the reputation and hard work of the rest of the Best Buy/Pacific Sales team. By the way, I did not receive a verbal apology from anyone there...not one.
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Registered: ‎10-19-2017

Re: Best Buy/Pacific Sales- TERRIBLE rep ruins it for everyone

Hello, mchau01,

 

Welcome to the forums!

 

I appreciate you taking the time to write us about your experience during your store visit. We try to pride ourselves in ensuring we provide great customer service. It saddens me to read about your experience. We definitely expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I would just as upset if that would have happened to me, and I apologize for the way this made you feel.

 

I truly appreciate your business, and I am happy to learn that the rest of the staff was good to you. I would like to get this documented for internal review for you, and reach out to the store’s management as well. First, I am going to need some more details from you in order to better assist. Will you please send me a private message with your full name, phone number, and e-mail address connected to your BestBuy.com account? To send it click on the blue button next to my signature. I look forward to hearing from you.

 

Respectfully,

Deysha|Social Media Specialist | Best Buy® Corporate
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