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Member
Posts: 10
Registered: ‎11-17-2021

LIES AND ADDRESSED AS WRONG GENDER

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? Smiley Happy 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.

Posts: 343
Topics: 15
Kudos: 44
Solutions: 15
Registered: ‎02-08-2019

Re: LIES AND ADDRESSED AS WRONG GENDER

[ Edited ]

Greetings,

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.

Wesley|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎11-17-2021

Re: LIES AND ADDRESSED AS WRONG GENDER

I'm pretty sure you have my name, my phone number and my email address as it was verified several times when I called the Corporate office and Customer Service. You definitely have my name and email address as it was required when creating this account. I also included my name and email address on the formal complaint that I filed. I doubt that you are taking this "very seriously" because it has been 5 days since I made the 24 phone calls and I'm still waiting to talk to someone. Maybe the Best Buy staff is too busy misgendering their customers.
Valued Contributor
Posts: 2,513
Registered: ‎02-07-2011

Re: LIES AND ADDRESSED AS WRONG GENDER

The phone and chat people are a non USA call center. They very well may not recognize American names vs genders. They also have never been inside a best buy and and fairly useless as far as stock levels and availability are concerned.

The moderator here that asked for your information is in the corporate office in Minnesota. He may not have access to whatever information you gave the call center and also needs to verify your information per Thier privacy policy. If you provide what the moderator asks he may be of help.
Member
Posts: 10
Registered: ‎11-17-2021

Re: LIES AND ADDRESSED AS WRONG GENDER

I called the Corporate office on Minnesota. I also called the local store manager to see if he could put me in touch with someone. I also spoke to several Best Buy employees in the chat....including a Manager named Kimberly. In addition, I filed a formal complaint. Trust me, they have my contact information. I don't expect to hear from anyone. Best Buy does NOT care about their customers.
Posts: 10,230
Topics: 1,526
Kudos: 744
Blog Posts: 0
Solutions: 323
Registered: ‎11-10-2008

Re: LIES AND ADDRESSED AS WRONG GENDER

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.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
Member
Posts: 10
Registered: ‎11-17-2021

Re: LIES AND ADDRESSED AS WRONG GENDER


I agree with you. I got NO WHERE by calling the corporate office and I got NO WHERE by posting on this forum.....yep.. exactly the same service. For the record, I provided my name, email and phone number when asked and I still have not heard from anyone at Best Buy.
Valued Contributor
Posts: 2,513
Registered: ‎02-07-2011

Re: LIES AND ADDRESSED AS WRONG GENDER

It's takes them a few days to reply, you are not the only person posting
Member
Posts: 10
Registered: ‎11-17-2021

Re: LIES AND ADDRESSED AS WRONG GENDER

Oh trust me, I know I'm not the only person questioning their inappropriate treatment of customers. On Monday November 15th I was promised by TWO CSR that I would receive a call back from a manager within two hours. I'm still waiting. If it's going to take a few days or a few weeks or a few months then THAT is what the CSR should have told me. Again, more lies.
Posts: 343
Topics: 15
Kudos: 44
Solutions: 15
Registered: ‎02-08-2019

Re: LIES AND ADDRESSED AS WRONG GENDER

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.


 

Wesley|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!