Other Customer Service Support

[diranderek]

Hi,

I wanted to use this medium to bring to your attention the humiliation and embarrassment I suffered from one of your Store Managers in Cuyahoga Falls, OH. 

The name of the employee in question is (initial) JP, his business card reads GM of the Store and this is what happened:

I wanted to recycle an old TV on Saturday so I called the Best Buy Customer Service (CS) number. The CS personnel informed me that the TV could be recycled but never told me anything about a fee. However when I got to the store, I spoke to the "greeter" at the front door and he told me there was a $40 fee both for dropping the TV as well as Bestbuy picking the TV from my house. This made absolutely no sense to me. Why would it cost the same price for both drop off and pickup. Well, the front desk greeter went ahead to call Josh who verified this info and pointed me to the customer service desk if I wanted to schedule a pick up. Even though I had the TV with me, I proceeded to the customer service desk.

Upon getting to the customer service desk, the lady at the register told me it was not a $40 but a $29 fee for dropping off and she wasn't sure what Josh was talking about. She then went ahead to call Josh. After a brief argument between both of them on how much and how to process the return, Josh turned to me and said it was now a $29 fee. I challenged him on what I was told by the CS personnel on the phone to which Josh responded "Look, those guys at corporate are idiots and don't know what they're talking about, some of them have probably never ever gotten into the store before..."

As a senior corporate professional myself, I was irritated by this false and rude statement and instinctively responded "Well, they probably think the same about you too.".

At this point, Josh lost his mind and wanted to argue with me, I told him I didn't want to speak with him since I could no longer trust his knowledge on the issue. I asked if I could continue my conversation with the customer service desk. He refused, stood in front of me and before several other customers asked me to leave the store. Well, I refused to leave and got on the phone trying to escalate the matter to a district manager or someone superior to him. 

Sadly, after spending about an hour on the phone with customer service agents and multiple transfer, I was unable to reach the district manager and the last lady I was transferred to having hear my story was kind enough to help me put in a formal complaint with the complaint # above.

I don't know Josh personally and have never met him before, but I don't believe he is not the right fit for this leadership position. I would question his attitude and how a great company like yours made the serious mistake of making him a representative of yours and look into this immediately. I would also like to speak to someone who is able to "fix" this situation because no one should ever suffer this kind of humiliation. 

Thanks

Signed,

E.A {removed per forum guidelines}

[hockeycanuckjc Community Veteran]

Well for starters, these forums are corporate. The mods work direct out of the corporate campus. They do take reports of this seriously. One should not complain about their place of employment like that. It's a big no no. 

A mod may be responding to your claim and when that happens, use the Private Message button in their signature to send them the information when requested. 

[Sarah-BBY Social Media Specialist · Accepted solution]

Hello, diranderek, 

Thank you for joining our online community. This is a great place to come for support, and we always enjoy hearing from our valued customers. As hockeycanuckjc mentioned, our team works from our Corporate Headquarters, so you’ve reached the right place to share your feedback. We appreciate you taking the time to provide a recap of your experience. Best Buy is proud to offer recycling options for our customers, as it is important electronics are responsibly disposed of. There is a fee to recycle televisions, although I understand that may not have been disclosed during your initial phone interaction. Based on your description of events, things did not go as we would have expected when you visited your local Best Buy store. I’d like to discuss this further, as well as offer any support I’m able. We are committed to continuously improving our service, and I am confident your insight will be extremely beneficial. 

When convenient, please send me a Private Message. For verification purposes, please include your full name, email address, and telephone number. With that information, I can take the steps to formally document your feedback. To send a Private Message, simply select the darker blue icon, which is located across from my signature. 

Best, 

[advocate]

By chance what questions would I ask at the store? I did ask employee about preferences among the antivirus software and he recommended WebRoot for my laptop. As far as the “all sales final” we will see how that works out for Best Buy, is it really worth losing a customer and selling them faulty product? I don’t know any retailer that would advocate for that!

[JEzra-BBY]

Hello, advocae, 

Hope you are well today. Thank you for reaching out to us here on Forums. Picking a anti-virus program can be tricky. It took me some time to find the one I needed so I can understand how you might be feeling. I would like to see if I can assist you in anyway. To start could you send me a private message with you full name, phone number, and email. To send a private messaged simply click the blue button next to my signature. 

Thanks,