Best Buy Store Purchase

[mscollins]

 I purchased a mobile phone and needed to exchange it. My experience with not only Western Hills customer service department supervisor as well as guest services were poor to say the least. I was sent to wait in mobile area; not to had been addressed. After having been waiting greater than 20 minutes with my teenage son a white couple walks in to mobile and within minutes guy walks up and looks right past me and my son and asks if they needed assistance. It was more than apparent that they had just walked over as we were by the desk should have been obvious we were waiting previously. We spent greater than 50 minutes in store and despite me having my receipt and best buy elite status they refused to exchange my phone without ID. My purchase was made in Dec 24, with receipt in hand and elite customer status I was well within date range for exchange. I turned around and went to TriCounty location to complete exchange. Complete opposite levels of customer service. They worked so dilengelty to get the return processed but ran into issues with my Applecare due Western Hills representative messing it up when I originally purchased the phone. Just one huge mess. TriCounty store reps and mgt are commendable. I suggest you replace Western Hills staff with all new ones who are comfortable and welcoming to Blacks and have staff from TriCounty store train/mentor them. 

Note: Because of not only how I felt but also my son when the white couple walked in and was immediately assisted I really should be doing more; as we were made to feel alientated and unwelcomed but not this time but with the hopes that this issue is addressed. 

Feel free to contact me back

[KyleR-BBY Senior Social Media Specialist]

Hello mscollins,

Thanks for joining us at the Best Buy Community forums to reach out about this. I apologize for the poor experience you had at our Western Hills location. We never want a customer to feel like they didn’t receive top notch service because of their race.

Under our Return & Exchange Promise, a photo ID is needed for any returns. As for the other folks getting help before you, it’s possible that the employee was a specialist for a specific carrier, and that the other folks that came in after you were on the carrier that person could help with. I’m not sure if that’s the case, but it is a possibility.

I’m happy to hear that the TriCounty store was able to get this worked out for you. It isn’t clear from your post, but were they able to solve that AppleCare issue as well? If there are any outstanding problems, please let me know.

Regardless, I’d like to follow up with the store so that their leadership is aware of this. Please send me a private message through the link in my signature below this post. If you could include your name, email address, phone number, and the customer service PIN from your purchase receipt, if you have it.

Sincerely,

[mscollins]

Per your reply

" Under our Return & Exchange Promise, a photo ID is needed for any returns. As for the other folks getting help before you, it’s possible that the employee was a specialist for a specific carrier, and that the other folks that came in after you were on the carrier that person could help with. I’m not sure if that’s the case, but it is a possibility." 

I have again reviewed your return and exchange policy  and based on what you have directed me to review; this is what I found. Further frustrating me because I was well within my rights to exchange product or return if I so choose, because I had proof of payment- "MY RECEIPT"

per your Return Exchange Promise:

Other Important Information

• Privacy Protection
• Export Regulations
• Your ID, Return Tracking, and When Returns May Be Denied

  Except where prohibited, we require a valid ID for all store returns that lack proof of purchase. We accept U.S., Canadian, and Mexican Driver's Licenses; U.S. State ID; Canadian Province ID; Matricula Consular; U.S. Military ID; Passport; U.S. Laser Visa; and U.S. Permanent Resident Card. Reimbursements on returns lacking proof of purchase may be denied or limited, and state sales tax and fees will not be reimbursed.

  Like many retailers, we use a third party to help prevent fraud and losses due to excessive returns. Our third-party processor may record your ID information when you return an item and keep it in a protected database. Based on your history of returns and exchanges (e.g., the number and frequency of returns and the products returned), you may be denied return or exchange privileges after a warning, even if you have a receipt and have otherwise complied with the policy. Customers who are warned or have been denied an exchange/return may request a copy of their Return Activity Report by calling 1-888-224-1920.

  Furthermore, per your reply as quoted specifically by you; in regards to the other folks being assisted immediately vs us waiting 20 minutes

  "Under our Return & Exchange Promise, a photo ID is needed for any returns. As for the other folks getting help before you, it’s possible that the employee was a specialist for a specific carrier, and that the other folks that came in after you were on the carrier that person could help with. I’m not sure if that’s the case, but it is a possibility.

  I can assure you that your rep did not know who those folks were and why they were there prior to bypassing us and assisting them. You should not be making excuses nor should you point me to your exchange policy especially since I had a receipt, am an elite member, and was well within dates of exchange. You were not in the building to see or hear the conversation I observed so please spare me with excuses. You also did not experience what my son and I experienced in terms of having been made to feel less important. We were disrespected, discriminated against, and refused service. I have money, friends, family, and a social media following. I will make it a point to let everyone I know about my recent store experience as well as my experience with you and your inability to hold your folks accountable. Instead choosing to make excuses. 

[KyleR-BBY Senior Social Media Specialist]

Hi again mscollins,

I was not attempting to provide excuses, but rather to offer a potential explanation for what may have happened.  I’m sorry if my post came off as trying to excuse the experience you had. That was not my intent.

As I said, I’d like to look into this so that I can follow up with that store so that they can make sure that something like this doesn’t happen again in the future. If you could please send me that private message with the information I requested above, I’d appreciate it. That will help me get all of the relevant information into the correct hands.

Thank you,