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New Member
Posts: 4
Registered: ‎07-11-2021

Complaint

Hello,

 

Yesterday, I went into your store in Spring Hill, FL to purchase an iPad. It wasn't available on your website at that time so I thought I'd take a chance and see if it was available in the store. When I got there the employee working in electronics found it for me. When I was checking out and I told her I had gift cards that I wanted to use 2 physical and 3 digital. There was no issue with the two physical cards but when it came to the three digital cards she called a manager. He was dressed in black and yellow and looked like "loss prevention" however he never identified himself or his position. He told me point blank that I could not use the digital gift cards. When I asked why, he said there has been a lot of fraud going on. I explained that my digital cards are not fraudulent they are from my employer and I don't think a Fortune 500 company is giving out phony gift cards. I asked him to look at them and he said "no it's not Best Buy gift cards", yet each one actually says "Best Buy gift card" with a 16 digit number and 4 digit pin. This man was determined to make me look like a liar and a criminal. He wouldn't come up with a solution to fix the situation and his other colleague jumped in and decided to add his input while he himself was interacting with another customer. I did not appreciate two employees attacking me without cause. This person literally told me "no these are fraud and you can't use them". He was very disrespectful, showed no empathy, and didn't try come up with any type solution. He literally took the iPad back and instructed the cashier to give me back my 2 gift cards. The electronics rep told me I would be able to purchase the ipad online and use the gift cards there. It does not make any sense that while I am physically in your store with the item available, I cannot use my gift cards, yet I could use them to make my purchase online. I find it odd and frustrating that I was able to do an instore pickup for the same iPad using my digital gift cards after such a horrible experience in your store. The manager, who is paid to help customers, was extremely unhelpful, dismissive, and rude and tried to humiliate me in front of employees and customers. I am not a criminal and I do not appreciate being made to feel like a criminal for trying to make a legal and legitimate purchase. I would like some type of compensation for this issue and action should be taken to ensure that this man gets some quality customer service training or lose his job if immediately.

 

Posts: 6,255
Topics: 213
Kudos: 450
Solutions: 319
Registered: ‎08-21-2017

Re: Complaint

Good morning, Mlpain24,

 

Thank you for taking the time to reach out to us here on our community forums and letting us know about your visit to our Best Buy Spring Hill location. I know I'm a big fan of holding onto gift cads until I can find the best deal so I can understand wanting to pick up this iPad during your visit. I appreciate you providing your feedback about this process and would be glad to provide some additional information.

 

In order to help protect against fraud, our store locations may be unable to process some purchases that are made with gift cards. This is at the determination of the management team at this location. While I understand it may not be ideal, I would recommend making this purchase online on BestBuy.com.

 

I hope we can welcome you back soon to assist you with your next purchase. Please let us know if we can be of any assistance at that time!

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎07-11-2021

Re: Complaint

This is not a solution to the issue at hand. Your store manager didn’t even attempt to help me. Your store manager basically accused me of being a crook and turned me away. First off, as a supervisor, aren’t they supposed to deescalate the situation and come up with a solution? Instead, this manager just kept telling me no like he was on a power trip. Again, no apology or empathy was even offered during the entire transaction. I appreciate your generic response to my issue but this doesn’t help me. I want some type of compensation due to the lack of customer service was provided at your store. If you look at my elite plus status, I spend over 10k a year on Best Buy Visa. I feel as a customer that spends that much a year, even in a pandemic, something can be done.
New Member
Posts: 4
Registered: ‎07-11-2021

Re: Complaint

So I will assume you don’t have a response or true resolution?
Best Buy Employee
Posts: 2,401
Registered: ‎01-09-2015

Re: Complaint

AndrewB-BBY is a moderator and works out of the corporate office, he speaks officially on behalf of Best Buy from the corporate level. In reading his post, I immediately got 2 take-aways to help you move forward:

 

1.  Store leadership has the right to restrict gift certificate usage in an effort to curb fraud or misuse situations.  As they are responsible for everything that happens within their 4 walls, this decision granted to the store is supported by the corporate office.

 

2.  You're free to use them on BestBuy.com where that stipulation isn't in place.

 

#2 would also be my recommendation.  If you don't wish to purchase online, you could always check with another Best Buy Store location.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 4
Registered: ‎07-11-2021

Re: Complaint

The principal of the issue is that the manager at the store treated me like I was a criminal and completely dismissed me. There was no apology or any offer to help. I understand the store policy but why make me feel like that? Do you see the principal of the situation? If I did that at my job, It would not be taken lightly. I think maybe a call to corporate or contacting the BBB might be the best option.