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Posts: 1
Registered: ‎04-12-2019

camera missing: horrible experience with managers

On 3/17/19 I made a purchase at Best Buy 493 of a Sony a6500 mirrorless camera and a 35 mm prime lens. When I arrived home and opened my items, the camera was missing from the box. The store was close so I called Best Buy customer service number and they advised that I reach out to the store directly. I called the store the next day during my lunch break and was transferred to an in store investigator who was able to pull my purchase up through my phone number attached to my rewards account since I had left my receipt at home. He asked me did I recall the associate’s name who assisted me and if the box was open for me during the transaction and I told him I don’t remember the employee who assisted me name nor was the box opened for me in store. He assured that he would review the cameras and call me back. I never received a call back. I reached back out to the store 2 days later for an update and this time was connected to general manager Geoff. I provided him with the customer service PIN number at the bottom of my receipt and he did that he was going to look into the situation and call me back. Two more days passed without a call back so once again I reached out to the store and was told Geoff had left for the day. I asked to speak to the manager on duty and was informed that by the rep that the MOD Leo doesn’t handle customer issues by phone and that she will email Geoff my number and email directing him to reach out to me concerning my purchase. Once again, Geoff failed to reach out to me to update me on the investigation. In the meanwhile I contacted my credit card company and informed them of the situation and they said they can suspend the credit purchase and advised me to reach out to Sony to see if the could resolve the issue. I reached out to Sony customer support and they said that this was a matter between the store and myself and it was nothing they could do. Frustrated from the lack of urgency and contact from Geoff I went back to the store and spoke with MOD Dudley who was unfamiliar with my situation. Dudley called Geoff cell as he had left for the day and relayed that he had been busy and forgot to reach back out to me and for me to come back the next day when he was working. I come back the next day and Geoff is extremely dismissive and I empathetic concerning me being without a product I purchased and the money I used to purchase it. He stated that the investigation concluded that nothing shows up on camera that the item should have been missing and the employee didn’t notice a weight difference when handling and bagging the item. Then he stated that it’s nothing he could do and falsely accused me of making other Best Buy purchases before reaching out to him at the store about the missing camera, not so vaguely insinuating that the camera was never missing. I’ve called another store in the region to get regional/district manager Duc dand email to inform him of the situation and have never received a response. Now my credit union just closed the case and said that the matter has to be resolved in store or I will have to file a legal claim. It is approaching a month since my purchase can some reach out to me to help resolve this matter please.

Posts: 877
Topics: 36
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Registered: ‎10-19-2017

Re: camera missing: horrible experience with managers

Hello, Dcmetro, 


When working with any of our representatives, especially managers, we anticipate our customers receiving superior customer service. While we wouldn’t be able to guarantee any specific results, we’d love to reach out to Geoff on this. He is the General Manager of that location and the best suited to look into this on your behalf.


To reach out to him, we’ll just need you to send us a private message with your phone number, full name, and email.


To send a private message, simply select the blue box next to my signature labeled Private Message. 

Faith|Social Media Supervisor | Best Buy® Corporate
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