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Posts: 1
Registered: ‎07-02-2021

Racist customer service representative

Since all my efforts to have this issue heard by someone who can do something about it goes unheard, I was advised by BestBuy staff to post here about my experience with a CSR named Joseph that I spoke with on the 800 line on July 1st around 7:30pm EST.

Please understand that I have tried reaching out regarding this issue multiple times, and REALLY wanted to give BestBuy the opportunity to resolve this with me privately before having to post publicly. No such luck.

The call with Joseph began normally; I gave my name and email, explained that the Serta couch I just got home with was damaged.

This is where things started feeling odd. Joseph then says, "So... What's your concern?" Confused, I explained again that I noticed that the couch frame is broken after unpacking it, that I just paid $80 for a van rental to pick it up from the store, and wanted to avoid paying for two more rentals to both return it AND pick up the replacement at a later date.

Joseph then immediately says, "It is not our fault, we will not compensate you for this. You could have shipped it to your address. Why didn't you unpack the couch at the store first and check it?", etc. I explained to Joseph that carrier shipping to my home address is logistically impossible. We don't even get USPS mail on our street, as it's too narrow - we all have to rent P.O. Boxes. Instead of finding an alternative option for me, Joseph then says he's going to create a mock order "to prove a point". I tried to explain that regardless of whether he could create a UPS delivery, the driver would NOT physically deliver to my address. Period.

For whatever his reason, it became clear that Joseph was not interested in helping me with my problem, so I ask him to transfer me to another department who can help. He refused. I then ask him to put his supervisor on. He puts me on a long hold, comes back and says his supervisor refused to take my call.

At this point, I tell Joseph that I know he can transfer my call and that he will either have to do so or hang up on me - which I know he can't do.

Joseph replies, "I'll transfer you to Spanish customer service. Maybe you'll understand them better".

At this point, I noticed that his behavior began after I gave him my name, and his "Spanish customer service" comment gave away his bias.

I was told this call was recorded, and encourage it to be reviewed. If it was not, I produced my own recording and can forward it.
Posts: 6,255
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Registered: ‎08-21-2017

Re: Racist customer service representative

Good afternoon, swsiii,

 

Welcome to our community forums and thank you for taking the time to let us know about your experience with this order and your phone call with Joseph. As someone who owns a small vehicle, I know moving any large item is not easy and I can understand wanting to figure out the most simple way of getting this couch exchanged. We expect all of our associated to act professionally so it's concerning to hear about your experience.

 

I am located at our Corporate Campus and would be happy to help make sure your feedback gets to the right place as well as help you explore what options are available to help you with this order.

 

I'd like to start out by reviewing your case history as well as your order and will need some more information in order to do so. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Order number

 

You can send me  a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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