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Posts: 1
Registered: ‎12-29-2019

horrible racist encounter at best buy west hollywood

[ Edited ]

hi i had a serious issue with an associate named KIM at the best buy i@ 1015 n la brea inwest hollywood my mother priscilla {removed per forum guidelines} sent two phones one android one iphone to her grandaughter she picked the iphone and so i proceeded to exchange the android i come in and im directed to customer service kim was nasty from the begining laughing and joking about going out tonight and totally ignoring me i waited patiently explained the situation that we didnt need a refund its an exchange i showed her the proof of purchase receipt and explained its a gift she then said you cant do that it goes back to the original payment method i said thats misinformation this is an exchange not a return and i gave you everything i dont have a gift receipt she told me im not helping you let me get you someone else and i said make sure that someone is a manager she refused to serve me and thenn mumbled black b word under her breath because of this im letting my mother know to never buy us anything from bestbuy again a store where racist employees abuse customers is not where i wanna be i also need to go on twitter to let people know just how awful racist and abusive customer associates think they can be im just letting you know because she will do it again because she is a trashy employee she just didnt want to help because she felt she didnt have to that behavior will be repeated the order in question # is {removed per forum guidelines} i am fully aware that their will be zero repercussions for her actions but i figured i send this first then corporate than twitter until someone reacts to this and i am not doing this for a coupon or discount i would never accept it because i will never ever shop at any best buy so that isnt what this is about in conclusion the manager Carla completed the exchange so my daughter could get her tablet because i was 3 seconds from throwing the whole thing in the garbage thats how disgusting KIM was and my experience at BestBuy

Geek Squad Agent
Posts: 3,598
Registered: ‎03-20-2012

Re: horrible racist encounter at best buy west hollywood

Although I realize you were not wanting to process and return, but instead do an exchange, I'm sorry the customer service representative was unable to accomodate that for you.  Sometimes the computers will not allow us to return, and it was wise of the Blue Shirt to not process the return that would have gone back to the original form of payment that was used.  That said, if you received anything but the expert service we strive for, my apologies.


The forums and social media outlets are handled by a couple teams up at the Corporate Headquarters.  We appreciate your feedback and thank you for registering with the Best Buy forums to share.  No internal actions will be disclosed publicly should anything transpire, but the moderators would be more than willing to see if they can't pass this feedback onto the store for coaching opportunities down the road.


Have a happy new year ahead!

Geek Squad Agent
Posts: 3,598
Registered: ‎03-20-2012

Re: horrible racist encounter at best buy west hollywood

**sometimes the computers will not allow us to do an exchange, but instead only return to repurchase** 

sorry for the edit...

Posts: 7,191
Topics: 116
Kudos: 90
Solutions: 394
Registered: ‎12-23-2016

Re: horrible racist encounter at best buy west hollywood

Hi, GigiDavis,


Thanks so much for joining the Best Buy Community forums.I really appreciate you taking the time to let us know about this, as we never want a customer to feel singled out because of race.


Please send me a private message through the link in my signature below this post. If you include your name, email address, and phone number, I'll be able to document this in our corporate systems and reach out to that store's leadership.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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