02-12-2021 01:38 PM
BestBuy has always been my go-to for anything electronic. I always go to your store or website first to either research or purchase a product. We've spent a lot of money w BB over the years and the experience I had with both online chat help and a store employee makes me wonder if I need to rethink my loyalty.
First, the online chat. I clicked and was connected to Joseph x. I told him I found a tv at costco that I wanted him to check stock on. I gave him the model number and he said it was out of stock at my local store - sorry is there anything else I can help you with. I said, yes, you can check another store. oh, ok, let me do that... No, not available. I said thats too bad as I also need a soundbar and installation and it looks like i'll just have to get it elsewhere. Him: Ok thank you. He didnt even TRY to get me into another TV or do ANYTHING to make a sale. He just didn't want to take the time. I ended up buying my TV and Soundbar from Costco and have a local TV installation company coming out to install everything. Too bad as I would much rather have given my business to you.
Second, before I made my final decision about the soundbar, I went to the local BB store to check them out and give them an honest listen. The soundbar display is about 15' away from where they had a stereo set set up blasting music. I tried for a few minutes to evaluate the soundbars but the other music was too loud. Since there were no BB employees around, I turned it down so I could hear. After about 5 minutes this kid came to me and said, are you about finished I have to turn this back on because its for the whole store. I asked him straight up, so do you want to sell THIS or hear THAT? He didn't even know what to say. So is the store just a place where you want people to have a nice music listening experince or do you actually want to sell something? I thought the latter was why you were there. Am I wrong? Maybe the two of us could have handled the situation better but I was about to drop $400 on a soundbar pkg. I told him I would just go get it somewhere else. Didn't phase him. He turned the music up and I left.
So, I'm extremely disappointed in BestBuy. Circuit city went out of business because they got rid of people who were intelligent enought to talk their way through a sales transaction. I would hate for BB to do the same.
02-13-2021 04:03 PM
Hey there, MrShayne,
First and foremost, I'd like to give you a warm welcome to our community! Our goal is to provide world-class customer service, and I'm disheartened to hear that we missed the mark this time around. I can understand how the experience you went through both in chat and in the store may have left you feeling, and appreciate you taking the time to bring this to our attention. I'd like the opportunity to document your feedback within our systems.
To get started, can you please send me a private message that includes your full name, phone number, email address, and additional details about your experiences? Please include the store location this took place at, and the name of the representative you spoke with during your visit, if you recall. You can send me a secure message by using the Private Message button below. I look forward to hearing from you!