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New Member
Posts: 2
Registered: ‎04-24-2021
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Poor in store experience

It seems this is the only avenue I have for making this complaint.  I tried calling and was unable to find a menu option that applied.  


I visited the Best Buy store in Newark DE this morning. I was there when the store opened at 10 am to go and find a pair of $250 Sennheiser earbuds.  It took me a minute of browsing around to find them and once I did I went to the front desk and asked if an associate could assist me in unlocking the cabinet.  I waited several minutes for an associate to come out, go and find a pair of keys, and then I went to lead him over to where my earbuds are.  The associate stopped to help another customer after asking "are you two together?" and then helped that person check out.  Meanwhile I had asked for assistance, I had waited for the associate, I stood waiting at the case for my item.  I went back up to the desk to ask to speak to the manager. The man there apparently was the manager.  I made my complaint about the situation, he offered zero apologies and said the customer the associate had stopped to help was "there first" - a kind of silly statement because, like I said, the store opened 10 AM, I was there 10 AM.  Actually, I think that customer came in after I did it just took me a few more minutes to find the item I was looking for.  But I asked for assistance.  Should I not be helped first?  


I was very excited to get these earbuds today but following the store manager's rudeness and complete lack of apology (he did say there was only one sales associate working, which I understand, but why can't you apologize for this poor experience?) I could not justify making a $250 purchase at this store.  I would have gone to a different Best Buy but the next closest one didn't have the item I wanted and the next one that did would have been an hour drive.  So I was forced to order this item off Amazon. 


I'm cranky, but not unreasonable.  If there had been a better apology - I will write one below for reference for him since he seems to have skipped all the customer service training days; BestBuy still would have gotten the sale and we would have all been happy in the end. I've bought multiple expensive bluetooth earbuds and cell phones in this store and now I don't think I will ever return.  


An acceptable apology, for reference:  "I am sorry for the inconvenience, ma'am, the sales associate was not trying to be rude at all and I'm sorry it came across that way. We are just shortstaffed, we only have the one sales associate working right now.  If you would like, we would be happy to help you now, I apologize again; we appreciate your business."


Really, now, is that so hard?

Posts: 6,093
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Registered: ‎08-21-2017

Re: Poor in store experience

Good morning, RachelM1,


Welcome to our community forums and thank you for taking the time to let us know about your visit to our Best Buy Christiana. I'm sure you were very excited to pick up these headphones and can understand your disappointment to wait longer than expected. 


I'm glad to hear that you were able to let the store manager know about your experience so they can address this. I'd also be glad to document your feedback here at our Corporate Campus so we can continue to improve the shopping experience in the future.


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


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎04-24-2021

Re: Poor in store experience

Realized I should follow up - I ended up emailing my post to the store itself and was contacted by one of the operations managers who immediately rectified the situation.  So if anyone else ends up having a poor experience, contact the store directly so they can make it right.


I didn't at first because the person I had the bad experience was a supervisor, but ultimately contacting the store was a good decision and I was very happy with my experience with the operations manager.