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New Member
Posts: 4
Registered: ‎04-24-2022

Racial Profiling

Today, I was racially profiled at one of your stores in Phoenix, AZ, while purchasing a laptop. I am so embarrassed and disgusted with with how I was treated. Upon returning the laptop I asked your manager for the Store Manager contact information and was casually referred to the email address near the entrance. How do I file a corporate complaint?
Posts: 10,777
Topics: 1,698
Kudos: 850
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Solutions: 338
Registered: ‎11-10-2008

Re: Racial Profiling

Just so you know these allegations are taken seriously by Best Buy and they use your feedback send to the store leadership on what happened. 

 

If you want to email a store direct you can use the Store Locator found here: https://www.bestbuy.com/site/store-locator and at the bottom there is a link where it says email us. They can receive your feedback as well. 

 

Since you mentioned filing a corporate complaint, these forums are run by the corporate offices so a mod should be able to respond to you shortly. 

***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***
New Member
Posts: 4
Registered: ‎04-24-2022

Re: Racial Profiling

I would appreciate a response from corporate office as soon as possible. Thank you for responding to my post.
Posts: 37
Topics: 0
Kudos: 9
Solutions: 2
Registered: ‎08-05-2019

Re: Racial Profiling

Hey there, Mrstalleyphx,

 

Thank you for reaching out and welcome to our forum! This certainly does not sound like the level of service that we strive to provide, so I do appreciate you bringing this to our attention.

 

I would like to learn more about your experience and see how I can help. To start, please send me a private message with some more details regarding your visit, your full name, phone number and email.

Jack|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎04-24-2022

Re: Racial Profiling

I went to make a laptop purchase last night around 5pm with my grandson. I already researched on your website and knew what I wanted generally. I was excited and focused upon entering. I observed security and another associate at the front door, which I'm accustomed to. There was no issue there. I proceeded directly to the laptop area. I looked at a couple of display tables but didn't see what I was looking for.

I asked for assistance from Devin who was near by. I advised him what I needed. He escorted to another display table with laptops in my preferences. I chose about 3 laptops but they weren't in stock. I asked if I could purchase a floor model. He asked the older Caucasian male at the register if they sale floor items. These were clearance items by the way. He replied, you don't get anything for them so we just send them back to the factory.

Devin returned and advised they don't. So we moved on to select something else. After looking at a couple more I decided on a Samsung that was in stock. Devin went to the same associate at the register and asked for assistance locating the laptop.

They both walked to a ladder to check for the laptop. During this time Devin walked away to help another customer, without informing me he was no longer assisting me, and the older gentleman climbed the ladder checking inventory. While checking an undercover assest protection associate interrupted his search and he began answering his questions, without communication with me to have me wait.

The assest protection associate was escorted to the area for his item he was searching for and then the older gentleman began looking. This is when I noticed Devin was helping someone else. The gentleman was on a ladder, found my laptop and the undercover associate came to where he was to get assistance again.

Again, I was left waiting with no communication. He returned to the register. While ringing up the purchase another associate came to the register and began having a conversation with the associate ringing me up.

By the end of my purchase I felt like I was being treated as if I was about to steal before I had the chance to warrant such monitoring. There were others in the store, non black, that I observed looking around, not being monitored, and able to shop peacefully from the time I entered the store. I made my purchase and left feeling sick to my stomach and very upset to the point my grandson asked if I were ok. Visibly and internally I was not. So much so I immediately returned the laptop for a refund after dropping off my grandson.

At the customer service counter I advised the associate I wanted a refund bur forgot my receipt. He asked for my information because my phone number is registered. After attempting to pull up my info he advised a manager would need to assist.

A female manager came after waiting a few minutes to process my refund. I asked for a general manager phone number and was referred to get the email address near the door. She never even asked if there was anything she could help resolve.
Posts: 37
Topics: 0
Kudos: 9
Solutions: 2
Registered: ‎08-05-2019

Re: Racial Profiling

I appreciate the follow up on this. We strive to provide world-class service to each and every customer that enters our stores, so I understand bringing this to attention. Purchasing a new laptop should be an exciting experience, but that was not the case here.

 

So you know, I did remove your post containing your personal information, as it was shared in a public message.

 

So I can take a closer look into this, please send your details in a private message. There should be a private message button in my signature.

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