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Posts: 1
Registered: ‎08-26-2021

Terrible in-store customer service

I wish I could say that this was only once and only at one store. 


1. Incident 1: Santa Clarita: I was purchasing a Samsung Watch and wanted to look at the different options. There was only one person in the cellphone and ancillary department and four waiting customers. I finally just chose one -- without asking questions -- after waiting for a half hour and asked her to just get it out of the locked case. Fortunately it was the one I wanted.


2. Incident 2: Santa Clarita: I came into the store to purchase a vacuum cleaner and had already decided from home which one I wanted. However, the shelves were so poorly organized and marked, I could not tell which box was the right one. I looked for someone to help me, but they were all chatting. I finally looked up the bar code on my app and found the box I wanted. I then carried it to check out myself. At check out, there was no one there and when I asked at customer service, I was told that there was nothing she could do about it. I waited about 6 minutes.


3. Incident 3: Burbank: My daughter wanted the NVIDIA RTX 30 vid card which is in great demand. It was announced on a gaming forum that Best Buy would have them at the Burbank store. She went to the store page which said that vouchers would be handed out at 7:30 a.m. today. She called Burbank store to confirm the information and got "James." James first said, "What store are you calling?" She said Burbank. He said, "Burbank CALIFORNIA?" She said yes and asked about the card and info on the site. He said that they were NOT participating and that the info on the site was a lie. She went back to the page and it was still there. So, this morning, she drove 30 miles to be at the store at 7:00 a.m., only to learn that, in fact, vouchers had been handed out yesterday to people who came into the store! She made the trip for nothing, but if James had not lied, she could have gone in yesterday and gotten a voucher. She came home empty handed, having wasted time and gas -- and heartbroken!!


It seems that the in-store representatives have an agenda that is not at all customer service oriented. I understand that the type of merchandise sold by Best Buy has been in great demand because of the pandemic, but that does not mean that I will not find another place to purchase. 


Perhaps it is time for Best Buy to step up their game and go back to some personnel training about what it means to offer customer service. I am so very disappointed.


Posts: 6,667
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Registered: ‎08-21-2017

Re: Terrible in-store customer service

Welcome, leslieb8s,


Thank you for taking the time to visit our community forums regarding your visit to our Best Buy Santa Clarita location. I know it can be difficult to find the exact item you need, so I'm disappointed to hear that you had such a difficult time during both of your visits. I appreciate you providing your feedback about these experiences.


Using the information associated with your forum profile, I see that you've been able to get in touch with us via Facebook. To prevent any further confusion, we'll continue to assist you there.


Please let us know if we can assist you with any other matters in the future!

AndrewB|Social Media Specialist | Best Buy® Corporate
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