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New Member
Posts: 3
Registered: ‎11-08-2020

Compliment, compliants, and feedback

I purchased an open item LG sound bar model SN6Y on October 10,2020 at the Santa Rosa, Ca. store.  My compliant is the salesman Jerrick, was very knowledgeable, helpful and provided excellent customer service.  Due to his diligence, he realized the power supply was missing.  He stated he would order one and call me when it arrived. I believe he stated it would likely be a week or two.

My #1 compliant is how did this unit ever get to be an open item with such an obvious needed piece missing?  And why is it taking so long, nearly a month now, and still no delivery date available?

#2 compliant and feedback; I called the store yesterday and waited nearly a half an hour, listening to terrible holiday music to finally speak with Sam in the TV department.  I could not remember Jerrick's name, but by describing him, Sam said it was Jerrick, and that he would have Jerrick call me later in the day. 

Feedback #1; why not include the sales person't name on the receipt?

Feedback #2; when accessing the store on the web, why not have a department directory so customers can reach the department they need to speak to?

#3 compliant; I called the store late in the day, spoke with another TV department person, who took my name and number and said he would have Jerrick call me.  As of today, Sunday at 10:20 AM, still no call back.

I am sorry to say that a great customer service experience has turned to a terrible experience.

New Member
Posts: 3
Registered: ‎11-08-2020

Re: Compliment, compliants, and feedback

Sorry, I just read this and realized that when I said, "My compliant is the salesman", I meant to say compliment.  Jerrick was great.

Posts: 1,797
Topics: 91
Kudos: 285
Solutions: 93
Registered: ‎11-23-2018

Re: Compliment, compliants, and feedback

Hi, hwy101man, and welcome to our online community!

 

Thank you for posting on our forum regarding your recent experience. I hate to hear your open-box sound bar was missing its power supply, as any missing parts should have been specified and its condition stated before purchasing. I certainly understand your concerns with this, especially since you have been unable to get further support despite some assistance you received prior. 

 

Since your last post, have you been able to work with the store further on getting your power supply? I understand Jerrick was supposed to get in touch with you.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-08-2020

Re: Compliment, compliants, and feedback

[ Edited ]

I went to the store on Monday morning, the 9th.  Spoke with video manager John {removed per forum guidelines}.  John was helpful and actually remembered when I purchased, knew the power supply was missing, and that a replacement was to be ordered. 

 

He said the wrong item was ordered and a new order would need to be placed yesterday, the 11th.  I am awaiting a confirmation that the correct order was placed.  I sent John an email ({removed per forum guidelines}) yesterday asking for status.

 

The rest of my feedback was suggesting that store directories be available on line and that the sales person's name should be on store receipts....

 

Best Regards,

Posts: 5,091
Topics: 55
Kudos: 403
Solutions: 314
Registered: ‎11-29-2016

Re: Compliment, compliants, and feedback

Good afternoon, hwy101man,

 

Thank you for getting back to us with this information.  Allison is unavailable at the moment, so I hope you don’t mind me stepping in and addressing your post on her behalf. 

 

I’d like to reach out to the leadership team at your local Best Buy store to see if we can get you an update on the replacement order it sounds like they were placing for you, however, I’ll need a few pieces of additional information from you first. 

 

If you could send me a private message with the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address

 

This should be enough information for me to begin my research.  As you can imagine, we’ll want to keep this sensitive information out of the public view of our Support Forums to protect your privacy, so be sure to use the blue “Private Message” button in my signature to send me this information.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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