05-02-2019 09:31 PM
I would like to file a formal complaint on 2 employees at the Simsbury CT store. I received a IPad Pro today delivered sent from Best Buy through credit card rewards redemption. I opened the large packing box which was undamaged. I opened the apple packaging and removed the iPad. I immediately noticed a dent on top edge near rear facing camera. I immediately contacted the CC company who told me to take to Best Buy for exchange which is what the packing slip said as well. I drove 40 minutes. I went to CS desk and explained situation and showed the product issues. The GM came over and was immediately dismissive of me and said to contact bestbuy.com or apple and they would not deal with the issue since they did not pack and ship this item. I then re contacted the CC company which stated that Best Buy was to deal with this. Not apple. Not bestbuy.com.. I then called the store and asked to speak with the manager. This is where things got bad. I am 53 years old, a medical doctor practicing Orthopedic Spinal surgery for more than 22 years. I have never been spoken to by an employee of a company the way that I was demeaned. First of all he refused to let me speak to the GM. I explained to him the situation which he not only dismissed me but treated in such a way that I was close to speechless. I asked for his name and or employ ID which he refused. He claimed to be the manager of his department though. I gave him my name though. His solution was for me to call apple and file manufacturing defect claim with them. This is in complete opposition to the paperwork that came with IPad. If this is how Best Buy deals with return of items that were damaged either at the warehouse, during packing or shipping. I have to say I will never deal with Best Buy again especially if this is the way that employees are trained to deal with customers. The only resolution that I see fit in both of these employees actions is the unemployment line. Management sets the example and line employees follow the lead. If employees see this as the norm then customer service satisfaction suffers. I look forward to your reply
05-03-2019 11:59 AM
Welcome to our community, although I wish it were under happier circumstances. There is never a time when it would be considered appropriate in any way for our store associates and managers to be anything but respectful when working with you or our other customers. Certainly what you've described is not the superior customer experience we strive to provide and i apologize for your having had to cope with such behavior at our Simsbury location.
I will make your remarks available to our corporate teams and, while I cannot speak to what action may be taken, Best Buy takes matters of this kind most seriously.
Were you ultimately able to exchange the damaged iPad?
Please know I am grateful you took the time to write to us and for your feedback on this experience. Best Buy cannot hope to improve in meaningful ways without the input of our valued customers.