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Posts: 1
Registered: ‎11-24-2019

Unacceptable Customer Service

When my family and I were in the Best Buy on 3150 New Center Point in Colorado Springs not one person greeted us or asked if we needed any assistance. I observed plenty of associates in blue shirts on their phone or speaking amongst themselves. We walked around the entire store for over an hr deciding on items we wanted to purchase for the holidays. Finally after a lengthy time of discussing what we wanted still no one even gave us the time of day until a new associate in a white shirt came to us and greeted and asked if we needed anything. We made the comment to him that the whole time we were there he was the first to acknowledge us. He did apologise. I got the the point that none of the associates wanted to make any sales for the store and we left.

 

Later in the week I decided to go to 7675 N Academy Blvd in Colorado Springs hoping to get better customer service. As I was walking around the store to pick my items and to make sure they had in stock I was not greeted once nor asked if I needed any assistance. I had to go and find an associate to assist in getting some items for me. He assisted me as much as he could and then proceeded to check out. As I was speaking to the cashier I asked him about price matching with Microcenter on a AMD processor which was retailed in the store for 327.99 and Microcenter was 299.99. The cashier told me they no longer price matched with Microcenter also verified with another person not sure if it was a manager or not but also said they didn't price match at all. I then asked about price matching a Corsair Power Supply retailed at 129.99 to New Eggs price at 119.99. They denied that price match as well. At this point I was extremely frustrated with the lack of wanting to help in any way and instead they said nope can't do that and refused to help. When I got home I went straight to call corporate customer service about the price matching. The customer service rep said that the company still price matched Microcenter and that the store should have taken care of me at the store level. I told him what happened and he did price match the CPU but couldn't push through the 18 months no interest. So he told me I would have to go back to the store and have them price match the item and rerung the items to do the promo. So again I went into the store and went to customer service. I had them price match the CPU rerung the items again but did return the power supply due to them not price matching 10.00. This experience in a week with the 2 location has been nothing but frustration and treated as though I was not a valued customer. Knowing my purchase was always backed by your price match guarantee, and now having this experience has me going to other companies that will take care of me. I have shopped with Best Buy for years and having this experience in 2 locations in Colorado Springs was unacceptable.

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Registered: ‎08-21-2017

Re: Unacceptable Customer Service

Good afternoon, seqenretao,

 

Thank you for taking the time to visit us here on our community forums and letting us know about your experience at these two store locations. I know when I visit a store it's usually because I need some help so it's concerning to hear about your visit. I would be glad to give you some more information about our Price Match Guarantee and get your feedback to the right place. 

 

We are often able to process a price match with MicroCenter as they fall under our local retail competitor policy. If they have a store location within a 25-mile radius of a Best Buy store and it meets all the other qualifications needed we can price match. We do not price match with NewEgg. Depending on when you visited these store a price match may not have been possible as items for sale the Sunday before Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor are excluded.

 

Did you have the opportunity to speak to a store manager during your visit? If not, I would be glad to reach out to them on your behalf. What date and time did you visit these stores? Do you remember the name of the employees you spoke to during your visit? I'd also like to document this here at our Corporate Campus. In order to do so I will need a few more details. 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 across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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