09-05-2020 08:26 PM
09-10-2020 11:29 AM
Welcome to our community, sammy106.
In my life, I can count the number of memorable truly terrible experiences I've had in retail on one hand. But I remember them vividly and how they influenced many things that came afterward. It is never our goal to treat our customers with the kind of dismissive disrespect that you've described--certainly quite the reverse is true. Our store representatives should always be helpful and informative and speak to you and our other customers clearly and with a view to ensuring you understand as much as possible in order to make the best decisions you can. I know that face coverings can on rare occasions hamper a conversation, but I truly believe that it is the responsibility of our associates to ensure clear communication. Your description of your experience makes it clear that Kristen at our Willowbrook location did not live up to that not unreasonable expectation and for that I most sincerely apologize.
I was gratified to hear that you elected to speak to Xavier during your visit. That kind of in-the-moment feedback is very helpful for our store leaders in addressing concerns as they arise in a prompt and effective manner.
With regard to your request for follow up, as a matter of practice coaching or disciplinary conversations and actions are not shared with our customers. Such matters are considered confidential and internal to Best Buy.
Please know I am grateful you took the time to hare your experience with us, both in store and via our community.