02-01-2021 10:06 AM
I am a small business owner and needed to purchase a color laser printer in order to print product labels. Even though I was quickly able to identify appropriate printers on Amazon, I decided to give my business to the local Best Buy. I make all of my large purchases through my local Best Buy whenever possible including a large computer purchase a few months ago. Last week, I went to Best Buy with a friend to consult a Best Buy sales rep and make a purchase.
When we arrived, we were told that that location can no longer accommodate shoppers without a sales rep and that we should call to schedule an appointment next time so that we do not have to wait outside during the winter for a sales rep to become available. During these turbulent times, we certainly understood the new policy. After waiting outside for about 30 minutes, we were paired with a sales rep we were told was a printer specialist. She was not. She knew almost nothing about what I was looking for, what printers Best Buy sold that fit my requirements, and if those printers were even in stock. Luckily, I had done my research on Amazon and bestbuy.com and was able to tell her the color laser printer I wanted. She told us that it was on the shelf and that they would get it down and I could meet them at the cash register to complete the order. I looked at the box and was unsure this was the color printer I had requested. When I asked, I was reassured that this was the correct printer. The price was the price I was expecting (within a dollar or two), so we trusted the sales team and I brought the printer home.
After spending significant time transporting and setting up the printer in my home office, I learned that my original suspicions were true and I had been given a black and white printer instead of the color printer I requested. Since I was told I needed an appointment to enter the store, I attempted to call on four separate occasions. On every attempt, I was on hold for over 20 minutes without reaching anyone. I ultimately decided to call my friend to bring his truck over (the printer was too large to fit in my car) so that we could attempt to make the exchange without an appointment. When we arrived, I asked what the problem was with the call in system. I was told that they were being routed to a central hub and that they were having trouble receiving the scheduling calls. I asked if they were going to fix the system or if there was a better way to reach Best Buy in the future. He said no I was out of luck if I couldn’t get through on the calls and that they were getting a lot of complaints. We explained the situation to the man working at returns/exchanges and were told that the printer we wanted was no longer in stock in the store (who knows if it ever was or if I was lied to the first time I was there). I returned the black and white printer and set up a delivery for two days later (the earliest I was told the printer could get to me). I explained to the employee that all of this had already set my business back significantly due to the urgency of acquiring the printer and made him confirm several times that I would receive the proper printer on Friday. He reassured me that everything was taken care of and I paid the dollar and change difference in the price difference of the printers.
The next day, I received a call from Best Buy that the printer order had not been put through properly by the man working in returns/exchanges and that they were fixing the mistake but I would not receive the printer until the following Monday. I said this was unacceptable since every day without the printer was costing my business money and that I needed to speak to a manager. I was also confused as to how I was able to pay for the difference in the printers and receive change without it being properly processed. I was put on hold again for about a half hour. When the caller returned, I was told that the manager would not speak to me but that they were willing to cover the fee to have the printer sent to me on Friday. Nobody ever apologized to me and I was never given an explanation for why my order was only partially processed. I am not sure why I needed to fight for the Friday delivery I had been promised when the mistake was on the stores side (again). This buying process was a nightmare. I wasted hours of my personal time and lost several days of business with my printer and had to deal with rude and incompetent employees through the entire process. I could have easily completed my order on Amazon within a few minutes and I would have received my printer way sooner. I have been a lifelong shopper and supporter at Best Buy, but this experience has left me with serious doubts that I will ever do business at Best Buy again.
02-03-2021 12:35 PM
Good afternoon, adime,
Welcome to our forums, and thank you for taking the time to share your experience with us. It’s disappointing to hear the visit to your local Best Buy store did not go as smoothly as we would have hoped. From the mix-up with the original printer, to the delay of its replacement, this is far from the experience we hope to provide our customers when shopping with us, and I apologize for the frustration this experience has undoubtedly caused.
I’d like to make sure we’re properly documenting your feedback, to ensure the appropriate store is aware of your experience, so they might address any coaching or training opportunities that may be available. For me to fully document your feedback, I’ll ask that you use the blue “Private Message” button in my signature to send me the following information:
As mentioned, be sure to use the blue “Private Message” button in my signature to send me this information and ensure it’s not visible in the public view of our Support Forums, and 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,