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Posts: 1
Registered: ‎08-26-2021

Deteriorating Customer Service at Ft. Collins, CO store

Yesterday I went to the Ft. Collins, CO store to pick up a new SN90AAFXZA  TV (more about that purchase further on). I asked the guy in the TV and Sound accessories department. I asked him about Bluetooth headphones, discussed my needs looked over the selection. I picked up a Sennheiser HD560S. Saw that it had a wire attached and asked the sales guy why it had a cord if it was Bluetooth. He said the cord was just there so customers could hear the sound quality when they tried it out in the store. I purchased it, got it home and discovered that it does not have Bluetooth capability. I live 130 miles from the store and am unhappy that the sales guy either didn't know the capability of the equipment and accessories that he is selling or didn't care what I wanted. 

Three days previously we went to the same store with the intention of purchasing an upgraded TV. We were waited upon by a young man who was very enthusiastic about upselling. He asked what kind of sound bar we wanted. I told him we had an existing sound system and didn't need a sound bar. He insisted on showing us sound bars, out of courtesy we listened to the pitch declined to buy the sound bar, got him redirected back to the TVs. We discussed what we wanted and he started a new pitch for extremely expensive ($200 Plus) surge protectors. We declined that, as well. Then it was a new HDMI cable to replace an already existing HDMI cable that he said should not be reused. Then it was the extended warranty. I politely told him we were not interested. He became VERY insistent and continued his pitch. I finally told him that if he kept talking we would leave the store. He finally subsided and we managed to get the purchase concluded. It was the most unpleasant experience I've had at a Best Buy in the 17 years I've been doing business with you guys. At the same store in December 2020 I tried to buy a high-end OLED TV from another young man. He kept pushing me to buy  a QLED set seemingly regardless of my wants or needs. 

I finally left the store in disgust.

I have always had great experiences at Best Buy. The service has previously been excellent; but these last three experiences in a row at Ft. Collins, CO have made me question my loyalty. I will now try the store in Casper WY or Denver to avoid the hassles in FCC. 

Posts: 6,667
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Registered: ‎08-21-2017

Re: Deteriorating Customer Service at Ft. Collins, CO store

Welcome, WyoTed,


Thank you for taking the time to visit us here on our community forums and letting us know about your visits to our Best Buy Fort Collins locations. Our goal is to provide expert service no matter how you shop with us so I'm disappointed to hear that you have been having a difficult time getting the assistance you need from this location. I can imagine your frustration to arrive home after such a long drive only that these headphones were unable to do what you need.


Have you had the opportunity to speak to a store manager about any of your experiences at this location? If not, I would be glad to make sure they are aware of your feedback so they can continue to improve the customer service experience in the future. If you'd like, I can reach out to them on your behalf.


In order to do so I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address
Phone number

Name of employees you spoke

Time you visited store


You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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