04-03-2019 11:34 AM
I was recently on Chat to resolve an issue, asked if there was an email to provide feedback but none provided.
I ordered a product for store pick-up last night, picked it up and did not turn on. I went back and exchanged it for their last one. I get home and the product has dirt on it, banged up and cracked, and does not turn on. I check online for inventory and find a store near my office but they refused to help.
I went in with the product this morning, explained the situation then someone walks over and says, due to this specific situation, he needs to go back to the other store. I asked what specific situation? The rep said because its damaged. I said is that policy or preference? he replied preference, the store did not want to take the negative hit. I said that store has none left, thats why im here, so the customer takes the negative hit so your store doesnt have to? He just said sorry, boxed it and said go to the other store. I asked one last time, youre telling me this is preference, so before I double check with corporate, you are choosing not to assist due to preference not policy?. He just said sorry, its an understood thing between stores.
At this point, im not quite interested in stepping into another BB store, and im an Elite Member at least 3 years running now. I decided to just get on chat to process a return by mail.
04-03-2019 12:42 PM
Welcome to our forums and thank you for posting!
I appreciate you taking the time to share your experience when visiting one of our stores. We always expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I am happy to look into this for you.
I will gladly document this at a corporate level for internal review for you and reach out to the store’s management to ensure this gets addressed. I am going to need some more details from you. Please, send me your full name, phone number, e-mail address connected to your BestBuy.com account, the address of each store, and any other details of your visit you want to share. I look forward to hearing back from you so I can continue assisting you. Let me know if you have any other questions as well.