11-17-2021 08:13 PM
Please see the chat log below that I had late Sunday afternoon regarding the release of the XBox Series X Limited Edition. I was clearly LIED TO by Bruce C. I stayed up all night clicking the refresh button only to find out around 6:30 a.m. that this was an is-store event only. Bruce C assured me not once but twice that I would definitely get one. LIES!! He also assumed my gender. Does Best Buy offer any diversity, equity and inclusion (DEI) training? I am a 52 year old disabled female. I am not able to attend any in-store events, which is why I was asking if this item would be available online for disabled people like myself to have a chance to get the console. Please don't misunderstand my point. This is not about not being able to get the console. I could have been asking about any item sold at Best buy. The point I'm trying to make is that I was lied to and I was referred to as a male. As a long time customer of Best Buy, this is unacceptable.
I made 24 phone calls to Corporate and customer service and no one wanted to address this issue. I was told by two different CSR that I should drive an hour away to the nearest store that had some on stock and an hour home. First, we all know there was not going to be any left even if I was able to drive to the store. Second, what type of training do they receive that teaches them to tell potential customers who have been up for over 24 hours and are clearly upset to get behind the wheel of a vehicle and drive for two hours? Did the Safety Department approve this advice? I was told by two different CSR tell me that a manager would call me back within two hours. I'm still waiting for a call. I had a CSR tell me that managers don't do call backs.Which is it? Bruce C is not going to be held accountable for his actions and Best Buy does not care that I was lied to and addressed as the wrong gender. I will be posting this chat log on all social media platforms and any disability outlet. Hopefully it will raise enough attention to get Best Buy to change some of itS policies and provide better training, especially in DEI and safety. DO BETTER BEST BUY !!!!!!
>> Visitor (00:17:03 GMT) : Will the Xbox Series X limited edition be available to purchase online tomorrow or is it in store only?
>> Bruce C (00:17:15 GMT) : I'll be glad to check and help you with the available information.
>> Bruce C (00:19:54 GMT) : It will be available for all the Best Buy members, 12 AM CST
>> Visitor (00:20:19 GMT) : What is a Best Buy Member?
>> Bruce C (00:20:36 GMT) : Best Buy Customers.
>> Visitor (00:21:21 GMT) : Oh OK...I thought maybe it meant that I need to join that $XXX.99 membership.
>> Bruce C (00:22:23 GMT) : No, it is nothing like that.
>> Bruce C (00:22:37 GMT) : The early exclusive access of console for Total Tech members was ended.
>> Visitor (00:23:33 GMT) : Ok. Thank you so much ! Wish me luck!! LOL I hope I can get one before bots/scalpers.
>> Bruce C (00:23:59 GMT) : Yes, you will definitely get one.
>> Bruce C (00:24:33 GMT) : I personally suggest you to turn on the notifications from the Best Buy to get the update.
>> Visitor (00:25:03 GMT) : How do I do that?
>> Bruce C (00:25:51 GMT) : Download the Best Buy app and then turn on the notification.
>> Visitor (00:26:44 GMT) : OK. Sorry...I'm technically challenged. LOL
>> Bruce C (00:27:03 GMT) : No worries, I'm here to help you.
>> Visitor (00:28:50 GMT) : Why don't you help me and just order me one now? LOL My kid would be forever grateful and so would I !!! LOL
>> Bruce C (00:31:05 GMT) : I'd be happy to place the order but the product dint get released yet and also it has no pre order option to place order.
>> Bruce C (00:31:12 GMT) : I'm really sorry.
>> Visitor (00:32:28 GMT) : I was kidding. But hey....we can chat until 12 cst and maybe you can order one for me then. I can be pretty entertaining. LOL
>> Bruce C (00:33:31 GMT) : That would be great! Actually.
>> Visitor (00:34:12 GMT) : LOL Should I start telling jokes?
>> Bruce C (00:35:07 GMT) : It'll be great but then we are not allowed to do so.
>> Bruce C (00:35:21 GMT) : The chat gets disconnected automatically.
>> Visitor (00:36:28 GMT) : Darn !! Want my number...we can text. LOL I'm kidding...sorta. You have been very helpful. Please keep your fingers crossed for me that I get one of these for my kid.
>> Bruce C (00:37:14 GMT) : You'll definitely get one. Your kid will be very happy to have a father like you.
11-18-2021 05:46 PM - last edited on 11-19-2021 08:54 AM by John-BBY
We appreciate being notified of your experience as we take it very seriously. In every interaction, whether online, on the phone, or in person, our goal is to ensure that every customer is treated with respect and dignity. Your experience is very important to us, and we take it very seriously. The details that you’ve shared will be gathered and documented here at our Corporate offices and addressed by the appropriate parties. To be as effective as possible in this, we ask that you share with us your name, phone and email by selecting the blue ‘Private Message’ button near my signature.
We look forward to addressing your concerns.
11-19-2021 09:02 AM
11-20-2021 01:47 PM
11-20-2021 02:15 PM
11-20-2021 10:50 PM
Calling the office there will get you the same service as you can get on the forum so it would be to your advantage to continue to work with them on these forums.
11-21-2021 05:28 AM
11-21-2021 09:37 AM
11-24-2021 02:06 PM
Please be advised that protecting our customers privacy is of utmost important to us. So, requesting personal information is meant to allow us to verify that we are in communication with the appropriate person, and can review a customer’s account to discuss in greater detail. I empathize with you on the challenges you’ve endured in having your concerns addressed.
We hope to offer further availability for you to communicate with us.