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New Member
Posts: 1
Registered: ‎06-10-2021

Lost a customer

Tonight I ordered 2 APC UPS units from Springfield VA store at bb.com. The only 2 they had in stock according to the website. The site indicated they would be ready in 1 hour for curbside pickup I arrived at the store in just over an hour and had not received any indication the order was ready so I parked and went in. Pouring down rain which is why I asked for curbside.

 

I waited in line until a gentlemen in a rain coat at a register asked if he could help me. I asked about my order and if it was ready, and showed him the barcode I had on the BB app. He scanned it and said the order wasn't ready. I told him I would get them myself. No response.

 

I walked to the section of the store where they were located, verified by product number I had the right ones, picked them up, and started walking to the front of the store. I was stopped by the staff in the middle (tech?) section of the store (both a man and a woman) who asked if I needed to check out. I told them I already paid online and they BOTH said OK. I also complained to them about the order not being ready as promised.

 

I was called on my cell phone, at the number associated with the account and credit card used to pay for the merchandise a full hour before I picked it up, by the manager of the store after I left. He asked if I took product from his floor and was audibly angry. I said I had and tried to explain the events but we were disconnected. Actually we weren't because when I called him back and said I thought we got disconnected he said it wasn't an accident and hung up again.

 

I immediately went back to the store where the manager and a Fairfax County police officer were discussing arresting me and charging me with shoplifting.

 

Is that how things are supposed to go? Do shoplifters typically pay for their product before they come to the store? Do they usually call you back when you hang up on them? Do they come back to the store when you hang up again? I am very, very confused how this is more than anything but a misunderstanding that could have been easily resolved by a manager interested in customer service. I also am confused why you think a customer knows the intricacies of how your pay online and pick up in the store works but the manager and another employee talked to me like I should have memorized the employee handbook.

 

Bottom line: the manager has told me I can't come back in the store. Fair enough. I won't be back.

Posts: 1,507
Topics: 68
Kudos: 274
Solutions: 64
Registered: ‎11-23-2018

Re: Lost a customer

Hello, jcleek, and welcome to our online community!


Thank you for posting to our forum, although I hate to hear about the recent experience you had at our Springfield store. This is never the kind of interaction we want our customers to have in our stores or with their curbside pickup in general. I'd like to learn more about this situation and see what I can do to provide support at this time.

 

To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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