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Posts: 1
Registered: ‎12-17-2019

Dissatisfied customer

I went down to your Gateway store to purchase two computers, one for an orphanage in Guyana and another for a friend. I explained this to the sales representative. I also explained to her that each is supposed to come with a free gift, which turned out to be 6 months of internet security. Everything was scanned and billed but when I got home the cards for the freebie wasn't in the bag. I called customer service and was told I would be transferred to the gateway store, but after waiting a long time, I hung and tried to call the store directly but when the phone was answered the girl said no, this is the 23 street store. I again tried to explain the problem, but she cut me off saying that's my problem and would have to contact the gateway store, I asked if she could transfer me but she just hung up the phone.
I called customer service again and and told the person that answered my experience, he apologized for his coworker and gave me the direct number for gateway. After talking to another rep and again asking for help unsuccessfully, I asked for a supervisor and asked again, please scan the cards and email it to me, I'm leaving tomorrow for Guyana and don't have the time to return to the store., but was told no can do, I have to come back into the store.
Now here's the amazing part, after spending hours on the phone trying to solve the problem, enduring RUDENESS and unhelpful people, I open my email and lo and behold I have an email giving instructions on on how to install the security software, with all the required information I was asking for. You mean no one on your staff, including a supervisor knows that the information is automatically sent?! That little knowledge could have eased all the hassle.
I am extremely disappointed with performance of your staff in response to my call, especially the person at the 23rd street store who was rude and unprofessional. I fully expect some resolution to these complaints, and will be following up with you on this.

Posts: 5,215
Topics: 159
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Registered: ‎08-21-2017

Re: Dissatisfied customer

Hello, Yrhjayrom,


Thank you for taking the time to visit us here on our community forums and letting us know about your experience contacting these stores. I would be happy to make sure you feedback about this experience gets to the right place. Can you please clarify the date and time you contacted these stores? Do you remember who you spoke to? I'd also like to document this here at our Corporate Campus. Can you please send me a private message with your:


Full name

Email address
Phone number


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

AndrewB|Social Media Specialist | Best Buy® Corporate
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