05-21-2021 10:08 AM
I purchased a tv online and picked it up at the Best Buy in Valley Stream, NY. The tv was for my guest bed room so I didn't open it right away. When I did finally decide to open it, I took the styrofoam off the top and discovered a crack in the screen in the top left corner. Being that I am an "elite status" customer, I still had a few weeks left to return the tv for a refund or exchange. I took the tv to the Best Buy and the manager Jessenia was very rude and unprofessional. Not only did she accuse me of "possibly punching" the screen myself, she had it made up in her mind already that she was not going to do anything to resolve the situation. She then calls a superviser by the name of Tijuan over, and he looks at the tv and asked when it was purchased. When I told him, he then tells me i'm out of the return scope. They then look up my account and see that I am with-in the return scope and proceed to tell me with a laugh that "they deal with people trying to get over everyday". So, not only are they implying that I caused the damage myself but that I am also trying to "get over on them". The customer service was so unprofessional and degrading. I took the tv back into my possesion and immediately called customer service and explained the situation. I was told that there should not have been an issue with the exchange, especially since I am an elite member. I walked back into the store so that the representative could speak with Jessenia and she continued to say "there was nothing she would do" and even lied and said that "the entire screen was shattered and the tv had internal damage". After that, the representative emailed me a return slip to send the tv back to Best Buy via UPS. Not only was I mistreated by Best Buy employees, I now have to go out of my way to drive to a UPS to drop off the tv. The manager and her supervisor both need to be re-trained on how to deal with customers in a professional way. Also, this is not the first time I have encountered the manager Jessenia behaving in this manner. During a previous visit, I saw how rude she was with a customer and couldn't believe this is a person that Best Buy chose to not only manage a store but represent their business. I am highly upset at my experience at the Best Buy in 6 West Cirlce, Valley Stream, NY 11581.
05-21-2021 11:29 AM
Thank you for joining our community here on the Best Buy Forums to share this experience with us. While I understand that a return has already been set up for you, it is important to me that our customers are heard. I would like to learn more about your experience along with documenting your feedback here at the Corporate Office. For me to do this, please send a private message with your full name, phone number, and email address, along with any additional details that you may wish for me to notate. You should be able to do this by clicking the blue button near my signature.