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New Member
Posts: 2
Registered: ‎10-15-2019

In-store customer service

I have just returned home from Best Buy in Culver City, Los Angeles - 6000 Sepulveda Blvd, inside the Westfield.

 

I went in to purhase a Mac book - it's not a small spend, and in retrospect I would have much preferrred to have spent my money in the Apple store - their customer service is impeccable. 

 

I got to the area closest the laptops and knew what I wanted so was really just looking for someone to help me get laptop so that I could purchase it.

 

I went to the closest desk and saw an employee finishing up with a customer, so I waited. Then I waited some more while they continued to chat, and then I waited even longer as they still discussed underwater camera equiptment in general. The conversation lasted beyond a few pleasantries, and I was made to wait for over 5 minutes.

 

The Best Buy employee who's name was Jonathan, continued to engage this customer further even though I was still in line, even though the extent of his work-related transaction had well past. 

 

Not once did Jonathan just look over and say 'mam i'll be with you a moment' - I was intentionally ignored. He made no attempt to just look over or provide any eye contact to let me know that he even acklowledged my presence. I was standing right in front of him the whole time. 

 

Once the customer finished up, I walked over and said 'are you free?'  - To which Jonathan said 'I am now' - in a very hostile way and certainly unncesary way. As though to imply that I had to wait until he was ready, until he had finished with his conversation, regardless of how long it took.

 

When I told him that I'd like to purchase a Mac book - he said 'I can't help you, you have to go over there'.

 

So I walked away. 

 

His behavoir and attitute came across as very spiteful, and I have no idea why. All I wanted to do was purchase a laptop. 

 

His actions were deliberate and dare I admit it, quite hurtful. It's certainly not what anyone else who's in retail would do. I've worked in retail myself and I would not dream of being so rude to someome who's just waiting in line.

 

He chose not to acknowledge me during his whole conversation that lasted 5 minutes. Then for some reason thought it approriate to respond so rudely. 

 

I walked out feeling pretty sh*t. It's just not nice behaviour and should be addressed so that others don't walk away spending $1000 and being treated in a mean and spitful way.

 

I would like for this to be fedback to Jonathan. He should be aware of the impact of behavour like that. 

 

Plus, it's not a good look for Best Buy - I'll continue to make my laptop purchases for my employees directly from Apple in future.

 

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Posts: 351
Topics: 8
Kudos: 62
Solutions: 18
Registered: ‎11-23-2018

Re: In-store customer service

Hi, PN1980,

 

Thank you so much for taking the time to create a profile here on the Best Buy Forums to let us know. Please do feel free to explore some of the content that is available on this public platform.

 

We want all of our customers to have exceptional experiences in our stores, and it sounds like we may have missed the mark a bit in your recent visit to our store. While we expect all of our Blue Shirts to be friendly and conversational with our customers, we do not want this to impact the experience of our other customers in a negative way.

 

Our team works here at the Corporate Campus, and we would be happy to document your concerns, and forward them to the appropriate teams to be addressed. For documentation purposes, would you mind providing your full name, email, phone number, and Customer Service Pin from your receipt via private message? To do so, please be sure to click on the blue button in my signature below.

 

Kindly,  

Quinton|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-15-2019

Re: In-store customer service

Please let me know if you received my direct message with details as requested. 

 

Thanks

 

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Posts: 351
Topics: 8
Kudos: 62
Solutions: 18
Registered: ‎11-23-2018

Re: In-store customer service

PN1980,

 

I replied to your private message a short while ago. Please feel free to follow up when you get the chance.

 

Regards,

Quinton|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!