Good for them: the customer who is in the store ready to spend money is, and should be, the primary priority of shop-floor staff.

 

Should the person on the floor be the only priority, though? I wouldn't buy something from a brick-and-mortar store I couldn't call on the phone. That's such a crappy standard of customer service it makes online merchants look good by comparison. And they're usually cheaper.

 

The mutants who work at my local Best Buy won't give you 2 seconds to peruse the aisles before they jump all over you. I *Wish* they would leave me alone to shop in peace and go answer the phones. If I need you, I'll come get you!!!! BTW: Good job on FP 2003 in 24 hrs.

 

I have experienced poor customer service at Best Buy in Torrance, CA in 1998 where I was told to go F2#K myself when I asked a question about a computer because this little twit was unhappy about a decision his boss had just made.
In Henderson, NV, my wife and I attempted to purchase a digital camera for her vacation in 2002 and we were besieged by a crstal meth queen, who simply would not sut her speeding mouth, and the supervisor retorted "oh well".
The final straw came last week in Douglasville, GA where I waited for telephones I had ordered and was told to pick up, but were not in the store. I finally got nasty enough to have them agree to ship them to me, which I suggested originally and they would not listen to. My animosity carried over the cashier where I was purchasing a $600 electric piano and simply did not want any more of their protection plan etc. BS and told the cashier so. She took everything personally at that point, and my wife pointed out that she had a poor attitude, which of course the cashier and her assistant could not tolerate and started a row while a manager stood and watched.
Brad Anderson, CEO of BestBuy, has been contributing to the decline in service for several years by poorly training his employees as well as inciting a policy of harassment , not unlike the old used car sales approach.
This man has gone as far as to label customers "devils" in a Wall Street Journal Article, and I see him as the antithesis of good business.
I am finished with these people as well as with Lowes. Both companies have exhibited extreme ineptitude at various locations throughout the country (the Lowes story is simply too long). I never had high expectations for either organization; however, after they lied to me (and yes I mean lied to me) I finally decided that I should find another place to spend my money.
It is a shame that these people betray the public trust in a retail environment, but I believe it was bound to happen. I suppose we should be thankful Donald Trump is not selling retail.

 

"My animosity carried over the cashier where I was purchasing a $600 electric piano and simply did not want any more of their protection plan etc. BS and told the cashier so. She took everything personally at that point"

Why would you shit on someone trying to do their job?

And then get mad because they take it personally??

 

I am posting to bitch about Lowe's service, too. I bought a faucet there and they said they could install it. Fine. The guy gets here then says he can't do it, I need a plumber. Well, I thought HE was a plumber. Jerks. So, I took the day off work for-nothing.Lowes-lies. Don't shop there. I'm telling everyone I know about their crappy service

 

Best Buy Lost $8000 sale today

Couldn't reach anyone about finding out if a couple cameras and lenses were in stock.

Called Samy's Camera, got the answer in 10 minutes, dropped my cash there.

 

Best Buy. Worst bet.

 

Does anyone know where the Best Buy call center is located?

 

To Bill:

Trafalmador

 

BestBuy.com worst, customer service I have seen in my life.

Waited 60 mins on the phone, no response.

1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.

 

I was in a best buy and they accused me of shopplifting. They approached me as a criminal and said where is the game. She insisted i let her search me i refused. I said i will take my business to circuit city I am leaving now. Upon entering the exit i was grabbed, choked, and held against my own will i called the police and so did they to come search me they found nothing. I am planning to press charges on best buy for being physically touched and falsely arrested.

 

im sorry i mean falsely imprisonned

 

I'm an employee for Best Buy. When you call the store it doesn't go to ntional call center. It goes to an automated system that gives you options as to what department you need. At no time of year does it do that. I've worked there for 3 years and I can tell you I've personally answered the phone to speak with customers the entire Holiday season. If you're calling a department and no one is picking up it's becuase the store is packed with people and the sales people might just be a little busy dealing with what's in front them. Consider this: If you were being helped in the store and we kept telling you to hold on for one minute so we could pick up the phone to speak with another customer, wouldn't you get mad?

 

Best Buy does suck I worked there for ten years pusching service plans the customer did not need because if you don't you would be fired ... I could go on and on about how best buy screws it's customers .

 

Agree with the above. Steer clear of Best Buy even if you have to pay more at another store. Never seen such customer abuse!

 

The person who posted this has obviously never worked in retail, let ALONE retail customer service.

Did you ever even stop to think that the person you're complaining to and yelling at over the phone is just the poor customer service rep who, quite frankly, gets paid less than those on the sales floor that DON'T answer their phones, to do a much harder job?

That's right, they have to deal with people like YOU all day. On the phone, AND in person. Especially people like YOU who think that you're somehow more entitled to service over the phone than the people who actually made the efford to come out to the store to do their shopping?
Think about that for a minute, sir.

Right now is the holiday season. No, our employees don't work on commission, but they are pushed to sell just as much as someone who is on commission. They are pushed to contact every customer within ten seconds of them, whether or not they have any intention of buying anything. Even when it is NOT the holiday season, the store is just teeming with people coming out from every corner...everyone needs help with someone.
Now, throw into the mix the telephone. How can you provide excellent customer service to ANYONE if you have to continuoulsy excuse yourself to answer the phone?

How would YOU feel if you were working with an employee who kept leaving to answer phone calls? You would do exactly what you are doing right now, you'd bitch and moan about the service, because you are THAT customer, who is never happy and can never be pleased.

Would you like a foot massage while you wait for checkout as well?

If you want to shop from home shop online. Leave the poor kids working the floor and the customer service desk for less than ten bucks an hour alone.

 

Best Buy is soooo crappy, wish that I knew of it before I made my purchases there...F#*kers keep giving me the run around!!!

 

Everything at best buy is retail price. You have to be stupid to shop there. Best buy
makes most of its profits on impuse buyers.
Shop around and compare prices. If you want to pay more and have crappy service shop at this store. They should be banned from the USA.

 

this is a multi billion co.a year no matter how much people bitch only a hand full of people do this and still for some odd reason, show up at best buy after swearing them off or is on a web site like this all this site is doing is adding fuel to the fire when you shop wal mart and dont say you have not no one there ever ask can i help you and they are the number one retailer ahead of best buy complain all you want but at least have valid reasons best buy does not actually make products they sell what manufactours make like any other retailers it was and s your choice to spend your money and make your own grown up mind where ever your heart desires and if you have enough time to read stuff or add comments to this web page then take a little advice and do consumer reasearch online before going to a retail store and then you dont have to dpend on any salesman cause you already know your stuff wow how far we have come along think about it and i know this will get negative feed back and thats expected but keep in mind everthing is your choice no matter what

 

Best buy has been the worst place I've ever encountered in the thousands of dollars I've spent on electronics over the years. I'd rather pay more some where else than put up with the terrible service I've experienced with them. They've also lost thousands of dollars worth of busines from me, simply because they have no one at least delegated to handle "just" phone calls Only. Terrible service, useless warranties(they'll fix it but it takes 3 months)They've had my home theatre system in repair, longer than I ever had it in my house. The answer is simple... DON'T BUY FROM THEM & tell everyone you know not to. Maybe that way, there floors will be so empty that they'll have time to pick up the f***ing phone!!!!

 

To the "long" comment before mine from "what what" Obviously you haven't been doing your own research when buying your keyboard. It seems to be missing the (.) period key.

 

Angela (6 comments above) deserves a high five. Until you've had to answer the phone and deal with a line of customers all at the same time, it's outrageous to complain. Before I started working at Best Buy as a customer service rep, I probably would be complaining about my shopping experiences at stores, but now when I'm put on hold or have to wait in a long line I take into consideration exactly how difficult it really is to be behind the desk.

 

Best Buy could afford to hire more people but they are cheap bastards! I work at Best buy as a cashier and on some saturday nights we have only two cashiers and one person at customer service. We need atleast 3-4 cashiers and 2-3 cust service reps to keep things flowing. I ask why more people are not scheduled and they say they cant afford it..... our store sold over a million dollars the day after thanksgiving..... i think we can afford to hire someone to answer phone.... as a worker i cant even call in to the store because no one answers. So yes Brad Anderson you are cheap son of a B**ch.

 

LOWES and BEST BUY SUCK!!! I bought a service plan on a computer. It died with one year left on the service plan. Cool, at least I have the service plan, right?? WRONG!! The technician has been to my home 6 times and I have made 17 phone calls to the customer service line - with an average hold time of 33 minutes. They will replace my computer (as it says in the service contract) IF they have to come out one time, AFTER the case has been reviewed extensively by their home office personnel, AFTER someone from their home office is dispatched to my HOUSE to examine my computer. I have been told by phone service personnel that supervisors are "not available" to talk to customers on the phone, are "on vacation" or would "agree with what I am telling you anyway - so you really don't need to speak with them"

DO NOT EVER SHOP AT THAT FREAKING STORE AGAIN IF YOU DON"T WANT TO HAVE A NERVOUS BREAKDOWN.

I will not ever spend a dime at that store again and I will make sure to spread the word far and wide.

DON'T even get me started on LOWES! We are soon going to wish for the old "mom & pop" stores back so we can get some real service for our hard earned money.

 

Search Best Buy Lawsuits. There are several lawsuits that have been filed against Best Buy for 'unfair and deceptive business practices'. I bought a laptop and got the platinum warranty along with it (which didnt include a complimentary tube of KY jelly). I had some motherboard issues with it and took it back. They never sent it out to get it repaired or get the ok to issue another laptop to me. They said they were making a full backup of my hard drive as I had a lot of sensitive information relating to an invention/patent that I am applying for. They lost the hard drive! All of my information is gone.

(fyi...I had full backups of all of my information that were burned in a car fire 2 days before this)

The kid who initally looked at the hard drive said there was nothing wrong with the hard drive and that a full backup was going to be able to be made. Later I was told that the backup was over half completed. (I had over 15 gigs of info stashed all over the hard drive in hidden folders). I made a point to tell the manager (Dave) that if any of the information cannot be retrieved, I will pay a professional data recovery specialist to recover all of the data contained on the hard drive. Long story short, I was handed one 4.7gig DVD what they claimed to be my full data recovery and they dont know what happened to my hard drive. A lawsuit is in progress. I have copied Anderson and several people in corporate offices every correspondance between myself and Dave and Tony (Best Buy Torrance GM)

My suggestion is: If you want to buy something that could have problems, do not shop at Best Buy for it. Best Buy is good for buying blank media and video games. They buy in bulk and sell mass quantities, so it is hard to maintain some sort of quality control. The problem with best buy is their lack of customer service. They are avarage in price compared to other electronics giants like circuit city and comp usa. I keep my eyes on sales and buy what I need wherever I can fond the best price.

To the workers and customer service reps who dont get paid much to deal with a-hole customers like me, a few things. The reason they dont pay much for those positions is because they know it is a job where there are going to be a lot of complaints and they know that there is going to be a rather high turn-around for those positions. The customer is always right. If the customer has a problem, that is what you are there for. It is your job to deal with pissed off customers. Deal with it. That is the company you work for. If you dont like that, seek employment elsewhere, dont say that the customer shouldnt call up there to complain. Best Buy should hire more people dedicated to telephone support. The next employee team meeting, you should bring that up.

As of now, I would not reccomend Best Buy to anyone!

 

Mr Johnson,
I'd like to know when you became a General Manager for Best Buy? Because you certainly don't know your ass from your armpit when you're telling me what "My Job" is.

We actually have an entire corporate office dedicated to telephone support. It's not our fault (or theirs) that the majority of you are too stupid, too impatient, or have too much of a superiority complex to listen to a menu and push the correct prompts. Do you know that employees at the store call the same exact number and use the same exact menus to contact our corporate office. If you had a minute to listen, youd get through. But since you obviously feel too good to make use of whats provided for you, here's your shortcut: once you call 1-888-BestBuy, all you have to do is push 3,then 4, then 2. You'll be prompted to enter a phone number (a fake one if you please since most of you assholes that we like to call "Barry" don't like to give yours) and you will be directly connected to a corporate customer care representitive, who no doubt makes ten times what my employees do and has far better power to solve your problems.

You certainly don't know me or my way with customers, either. You would actually want to interact with me when you come in with a problem, because I do understand how much the company screws up and screws over the wrong people. I see other retail management bend over for all the wrong people and send the people who really do deserve help packing.
I make it a point to go out of my way to make my own decisions and do something to compensate for every inconvenience people like you have encountered. Because I see mistakes and how some leadership tries to cover it up.

It is my job to facilitate training to the customer service representatives and set an example, and I think I set an excellent one as far as helping people is concerned. Thats why when "Customer X" comes into the store with a defective $700 product that he has purchased 8 months ago, and we still carry the product, I let him go and get a new one, no questions asked, even though its printed in bold at the top of his reciept that he only had 14 days to bring the product back.
(Apparently people like you are too superior to read as well, no?)
Don't you think I have a hard time justifying decisions like that to my manageres on a daily basis? I still continue to do it, because contrary to what you believe, I do care about your experience and I DO want you to come back. (Even though there is absolutely no incentive to me doing so).

With that being said, I stick my nose out to stick up for customers no matter what, especially at the end of the month when management winces on making exceptions because taking money off of product means less gross margin dollars and risks THEIR bonuses (which we hourly peons do not recieve...like I said, no incentives, I'm just a good person)

As far as the phone is concerned, do you know I have to write up my employees at customer service if they don't answer the phone within three rings???
They are only doing their job, cleaning up everyone elses' messes and on top of that, they have three rings to answer the phone. (They have three phones also, often all of which ring at the same time.)

It is the job of customer service to assess situations and make decisions regarding our policies. Anything after that and they are required to call on leadership to make exceptions. They don't have the power to give you what you want, even if they want to. This is a luxury I have, but one I worked hard for.

Sir, you're right...a majority of the time. I will aggree with you that more often than not, the customer IS right, and should be taken care of. But not always.

Do you know that I have had customers physically assault me, pushing and shoving and throwing product? I have had customeres belittle me "Get an education and we'll talk..." and so on, with out even listening to me while I was trying to figure out a way to help them?

Education...I have a great one. Ivy-league, in fact. But I have so much debt from student loans from that education that I'm working for a while so that I can afford to go back and get a masters/doctorate degree. I'm there partly because I have to be (I do need the money...) but I could be at a lot of places out of necessity. I stay where I'm at because I think its rewarding to help people out.

So don't tell me what my job is, and don't speak down to me. I'm doing the best I can and if you're respectful to me and my employees, we will take care of you, or at least fight with other management while trying.

And when I'm done with school and fortunate enough to have a disposable income to spend frequently on large-ticket items at best buy, I'm going to pride myself in NOT being like you.

 

and one more thing... people like Matt Haughy are the reason that I dread customer service. They don't pay me enough to deal with scum bags like you.

 

suck my johnson, don

 

I believe it. I purchased a computer on 10/02/2005. I just received the 25 cable modem rebate last week. I am still waiting for my reward zone points. Best Buy applied them to the wrong account. When they tried to reverse the transaction they double billed the best buy credit card. Entering the sixth month after purchas and I still dont have a definite date when I will receive reward zone points.

 

Angela has a lot of answers. I waited through the promts. I pushed all the right buttons. Yet six months later no reward zone points. Everytime I call in to 1-888 best buy I receive a different response. Yesterdays response was the computer didn't post. This does not explian why my 2/4 purchase that post to my reward zone account has been reversed to pending points. It also does not explain why the 10/02/2005 purchase has not posted. Walmart, and Office Max, and Circuit City receive my Dollars. Two cameras, and a notebook. I wish to purchase a PDA, will probably purchase at Circuit City since Best Buy cant get their act together. Former Best Buy custor. JPB
P.S. Surprising no better contact number for Best Buy corporate.

 

Trust me, we all dread 888 Best Buy. I will not dispute that with any of you for a second. They are HORRIBLE. They get paid ten times more and its easy for them because they're merely a call center that doesnt have to see the dissapointment in someones eyes when they get screwed time and time again.

JPB...Im surprised there's not a better contact number as well. The shortcuts I wrote down work...for now...but once corporate figures out that we know a shortcut and don't listen to their godforsaken menu, they'll change it so we have to work to find the shortcuts, again.
And rewardzone is one hundred percent corporate. I used to be able to call on customers' behalfs to fix those issues and add on points...now they require the customer be present for such transactions...its a terrible inconvenience.
At the "contact us" portion of best buy.com is a minnesota based number that I've never tried personally but you might have more luck with.
All I'm saying is that the representitives you deal with in the store can't control corporate and there's only so much we can do. Many of us spend hours with individual customers (managers hate that by the way) just to solve these very issues. Most of us are genuinely good people with genuinely good intentions, and it just hurts to see people dispairage us, when most of the corporate system is to blame. We hourly employees share 90 percent if not more of your frustration with our corporate system, but it's really not our fault. It's like a parent blaming the janitor for their kids' D in math...
Most of us bust our butts on a daily basis and many of us stick our necks out for whats right...
I really hope that you get your situation fixed because you actually do seem like a good person with problems I see daily, not the pompous asshole Mr Johnson. As far as your Best Buy Credit card, demand that a Supervisor pull up your "Electronic Journal" reciepts, and search "Green Screen" to check out if any unauthorized returns/exchanges were preformed. If anything was done, like the associate returned your purchases to a gift card to re-ring them, you wont get credit for gift card totals. This can be argued, as you did not tell them to do it this way. Hope this helps and feel free to post any other questions so that I can help you.

 

It's really sad how they treat you in the store. I had a problem returning opened software that wasn't the program needed. What the hell? They directed me to 1888 Best Buy. Called the corporate office up before I got a chance and had them deny me my return. I don't care what the policy is. This is a customer service issue, and working in retail myself. I know they can override that decision. It's sad that this company cares about their employees more than anything. To think-without the customers there would be no employees. This shows me the integrity of the company. And we wonder why it is so difficult to get a hold of anyone who's somebody with their company. They probably recieve millions of complaints that the CEO knows jack about...If anyone can give me any contact information about best buy pleas e email me at ang3qlu33n@yahoo.com

 

I went to get my ipod repaired 2 months ago, and i have no seen it since. I went to best buy and they told me that it got lost during transit and that they can't do anything about it. Also, the cashirs and the customer service people are extremey rude, have a bad attitude, and have poor customer service skills. They get personally angry and unhelpful if you want them to enter a rewards card or refuse one of their damn service plans. sadly, this is the only electronics store around where i live. I hate best buy and i hate the people that work there with a passion.

 

You all obviously have never worked in consumer support, or management. Nor do you have the brains to anyway so thank you for not tring and making us look bad. It is people like you who make our job horrible and difficult. Best Buy and their reps. work very hard and long to make sure people like you aren't created. Most of you are too impationt, stupid, or mentally ill to figure out how to work anything and probably broke your equipment yourself. And most time when we finish stuff and call your houses or CELL PHONES (directly to you) you dont answer and after multiple trys we do have to give up. (Usually a week to 2 weeks later). We can't keep your piece of junk because that takes up space for other consumers who will pick up their product. Then its people like you who a month later, comes storming in and raising hell because you haven't heard anything about you're product. Well A. we tried for 2+ weeks and B. if we have the wrong phone number then you are just one dumb F*#k because you wrote your own phone number incorrectly. So all in all its your own fault for making consumer service what you think it is. So from all of us hard working employes at Best Buy thank you for staying out of our stores and off our phones wasting our time yelling at us for YOUR STUPID MISTAKE. Continue to stay away because our job is hard enough without you retarted people.

 

Whoever said Best Buy cares about its employees...
all i have to say about THAT is

HAHAHAHAHAH

no one cares about the employees. not managers, district staff, human resources, or corporate.

 

Best Buy hires Moron's. The Managers are mostly high school drop outs with GED's, "Street slugs with attitudes." Best Buy Senior Management will all be in prison soon. The CEO will get many years of prison time just like the Enron scandal. I can predict the future. I just can't wait until it happens. Seek legal for the crude treatment. Legal costs can be costly for big Companies so don't be afraid to call and get advice. Remember, Best Buy and there policies work against you. As consumers we need to stick together and bring America back. We all need to start to fight back and bring down criminal corporations that continue to rob us of our hard earned money. Seek Legal and bring these scum bags to justice.

 

I agree! Can't wait until Best Buy falls. There is so many stores out there that sell the same products for less and have good customer service. My son who is 4 years old can run a better business. We all must stick together and fight the evil Corporate Best Buy Management.

 

here's my little story at a Best Buy in Queens, NY:

I asked the salesperson to sell me a 19" LCD Samsumg monitor ($329). He says "we have it in stock...would you like a-"
"Is this a service plan? Because I don't need one, thanks" I said.
"Well, this is a very expensive sale ($329?), so I think you should get a service plan to protect-" he continued. I replied "No, thanks, I really don;t want any plans. I just want the monitor." He suddenly stares at me like if I just told him to go FUCK himself. I stared back at him, speechless. He *finally* resumes: "well, I HAVE to recommend ther service plan...". "You already did" I told him. Again stares at me as if ready to slug me out. At this point I was feeling a bit uncomfortable, but I told him once more: "I just need you to sell me the monitor, please". AND THEN HE SAYS THIS:

"Well, I need to understand why you don't want the service plan". Un-fucking-believable!

I told him: "No, you don;t need to understand why I don;t want your service plan. You only need to sell me that monitor". Another stare down between us. Then he finally types it in his compiter and tells me: "you have to pick it up at the front of the store".

"No, I don't" I told him. "I will just walk to Circuit City and buy it there, thanks!"

Before leaving the store I talked to a supervisor (a nice latina). As soon as I said to her: "Miss, I just wanted to buy a monitor from you guys but your sales associate wouldn't sell it to me unless-" at this point she cuts me off and finishes the sentence "-unless you buy a service plan?". I guess this MUST happen all the time at their stores. Another lost sale. Also, I'm telling EVERYONE I know NEVER to spend money there if they can help it. Good luck, Best Buy!

 

After several years of being loyal BB customers, my husband and I are saying goodbye and shopping elsewhere. BB is a great place to buy things that are really valuable, but it's an awful place to get big-ticket items that require installation, years of operations, and perhaps replacement. Case in point -- last summer we purchased a refrigerator, w/d, and new dishwasher all from BB. Every single item has presented a problem at some point. Fortunately, BB resolved the refrig and w/d issues after several phone calls and a 10% discount (thus our d/w purchase) . . . but the d/w purchase has been the "straw that broke the camel's back."

When we bought the d/w, we were told by the sales person that "it will dry just as well as the KitchenAid, even though it doesn't use the 'heated drying' technology." [In legal parlance, that is called an "express warranty."] We purchased the 2-year PSP with our d/w and took it home. Got it installed about a week later and realized immediately that our dishes were always dripping wet after d/w cycles. We called BB who said they'd get the repair co to send out a tech. We tried various rinse agents, cycles, etc. No results, and no contact from the repair company.

Last week we called again, and began the 3-ring circus known as BB customer service; we were shuffled between 4 different "managers," from corp to local store, and then to the repair shop. We've always been very respectful on the phone, and yet it took 2 hours just to get a BB manager to finally *agree* that we either need a repair or an opportunity to exchange. That manager was supposed to contact us again -- he hasn't called yet.

Contrary to many of the prior posts, I simply don't think that customer service quality ought to hinge upon the salary of those personnel. It is incredibly easy at many other businesses to simply present a receipt/PSP/service contract and get a repair or a replacement. BB seems to be making superhuman efforts at the run-around game even in the face of legitimate complaints with simple resolutions. It is altogether baffling.

 

Just to clarify my prior post -- we purchased the d/w in Jan 2006 and the other purchases were last summer. Apologies.

 

Why Can't you pay on your account at the best buy store? That's just STUPID any other company in the U>S> you Can!

 

which part of service does the person that thought this up come from. Kmart

 

i bought a 360 at my local best buy in december. Just last month it started to freeze every time i turned it on. So i called the 888 number and they told me to mail it in. i didnt want to deal with it so i just decided to go to the store. However, the best buy didnt have any. for the past 3 weeks i have been calling my local best buy and some near me. My best buy only answers the phone when i dial 0 at the prompt. Any other extension and i will have to sit at the phone for an hour. When i tried to call other best buys near my house, no one picks up! I mean NO ONE. WTF is that? Even if you are busy you can at least answer the phone once. Best Buy is not so jam packed with people every fu#king day that no one is available. Best Buy has the worst customer service ever. I regret buying my ipod and 360 there.
DO NOT BUY FROM THERE EVER AGAIN!!!!
EVER!!!

 

The "warranty" thing is getting out of control with best buy. They never fix or repair an item and forget about a replacement. I have had my 57" TV "repaired" by them and it has not been right for 11 months. I finally asked for a replacement after 6 "repairs" only to be told that they were reviewing the request. That was two months ago. I filled with our local consumer protection but Best Buy does not care. Boycott them go to CC or Target or the internet. Businesses like this need to go out. Oh and to the people who work their that are defending the store, nice, worked there and you are nuts they will drop you in a heart beat and replace you. Dont defend someone who could give a crap less about you. If they cared they would give you benifits and pay you better...like a real job.

 

BOYCOTT them they need to go out of businees for they way they treat people. I feel sorry for the people that work there because they have made it so they can not help the customer. BOYCOTT !!!!!!

 

Best Buy..All they want is your money and they do that with interest. $100's trust me. I bought a laptop there and they did me wrong by putting a 12 month payment plan instead of my desired 36 month plan. check your receipts. As for me, I purchased the comp without knowing, but I came back around when I noticed that it said 12 month payment plan, so I went to customer service and they made me sign a form correcting the receipt. They said it was okay but it never went thru. Now, Best Buy doesnt want to cooperate. They want you to call a number that cant even help you. Talk to the admin they said,admin: well Im off work so, can you reach me at a better time. What the F**k. Screw best buy.

 

I myself have 4 computers that all came from bestbuy and I have got the plans with them.And I have had a problem with just one of the computers.Now the computer went to them twice and on the second time they replaced the computer.The whole problem here is that the people here that are bitching here have to much money and they expect for some to kiss the ass when they walk in the door.I have worked in retail and I am a shopper.I worked for Kmart for years and as long as you give these people what they want when they want it they are fine but the very minute they don't get there way you become the worse thing that ever walked the face of the earth.For years at Kmart all I heard was how bad we were and people saying I'm going to walmart.Now they we kmart is closed I see the same people and they tell me oh we miss kmart wish they were still opened we hate walmart and I feel like telling to bad you wanted it you got it deal with it.

 

No we don't all complaint about them not kissing our asses. In fact, all I wanted was for them to sell me a monitor and they wouldn't unless I heard about their damn service plans. Pay attention: people who buy them do not get what they pay for and people who don't want them still have to battle you salespeople to purchase an item. I couldn't care less about them kissing my ass. Just sell me the stuff, ring it up , and leave me the hell alone. Is that too much to ask?

 

I own a laptop (toshiba)purchased from best buy which needed repair under my service plan. they have you sign an agreement that they are not responsible for data etc. the computer was to go out the evening i brought it in but did not leave for two days after. when i got the unit back six days later they had wiped the hard drive clean, and reinstalled the operating system. the repair was on the power plug in on the back of the unit. in speaking with dec(data exchange corp) their repair depot for the unit i informed them that a password was on the unit and told that the unit should not have been formated, that they should have called me or at least utilized the mirroring program to download the drive check the system and then reinstall the data. my data files had been backed up but not the programs, this unit was the unit i took with me for my evacuation from katrina and all my program cd's were destroyed in the storm and i did not have the numbers that went with it they said evidently oh well tough luck, even with the intervention of their vendor on my behalf

 

angela is WRONG the call center employees do not get paid 10 times more (heck as a supervisor of 160 people i only made $10 an hour... Having been one I know this and question wether or not if she is even a manger of a store as claims.... In fact at the call center there is very little we can do besides updating cust. info, reissuing certs, and adding transcations. The biggest problem we have is because of the poorly trained store employees giving the customers wrong information. I have had to agrue on the phone with store mangers about how the program works (mostly they are idots, including angela).... But here's an intersting tid-bit of info for all of you ( which angela doesn't seem to know because of having her head stuck up to far in her own ass) but all the rewardzone call centers are located in CANADA!!!! We don't even have the progam here!!!

 

Wow, $10/ hr. supervising 160 people? You're an idiot.

 

Anybody that has any intelligence whatsoever will do their homework online before they go shopping for electronics. Don't get pissed off when a non-commissioned $8/hr. college kid asks you for help. He/ she's just doing their damn job. Would you rather not be helped at all? Why call Best Buy to see if something is in stock when your lazy ass can go to the Best Buy and check the same thing in matter of seconds. Anybody that complains about phone support at a store like this has clearly never worked retail, at least not at a store as busy as theirs. Bottom line, do your homework, read the fine print, ask questions, and stop bitching when you forget to do so. Some of you idiots on this post really make me sick!

 

I've moved on james.... and you're an ass

 

I had purchased a HP computer Pavilion
and Printer.It had a rebate policy with which I was to recieve over $300.00 back. This was purchased in Dec. 2005.
I have called them (HP) a number of times after recieving a letter fromthe
rebate co. that they could not read the numbers on the rebate reciept. This is after they already had my money they were collecting. Pretty feeble excuse.
When I called them about it the woman that answered the phone told me they
could'nt read them. So I told her that
I could read them. Then I read them to
her. Three different times I had to send
my reciepts to them. I finally went to see the Atty. General who were nice enough to submit the problem to them
(rebate Co,) HP called and left amessage for me to call the number they
left on my ans. machine. I called the no. and they said to leave a message as
they were away from thier machine. I
waited for them to call for two hours
and they did not call. I then called the no. back they gave me and told them I would be out of the house for a couple of hours. I then left and sure enough they called knowing that I would not be there. I returned thier call the third time guess what they were'nt in the office again. I told them I was going back out again. Sure enough they called again this time I picked up the
phone and talked to a woman who said her name was Ginger. We proceeded to
talk and she wanted me to send another copy of everthing. Afer I told her I would contact the A/G she thensaid she would send me the rest of the rebate
BUT BUT BUT it would take another 3 to 4 weeks before I got my money.
MAKE SURE YOU LOOK ALL THE WAY DOWN THE PAPER THEY SEND YOU IT WILL READ 3&1/2 INCHES DOWN AT THE BOTTOM
AFTER THE LAST FOLD PLEASE RETURN THIS
ENTIRE LETTER WITH ALL THE MISSING INFORMATION REQUESTED TO THE FOLLING
ADDRESS.
They should be made put that
right the reason that your reciepts
were not warranted. Thank you for reading this .It is the middle of April
and I still have not yet recieved all
my rebates.

 

Paul: what does this have to do with Best Buy? You should look for an HP forum or something...I've never had a problem with the rebates, but that's because BB has nothing to do with them.

 

I just want to let all you best buy complaners know you all suck. You are proboly old ass people who have nothing else to do with your worthless lifes but complane so shove it.

P.S. Just to let you know with your purchase today you get 8 free issues of sports illustrated entertanment weekly or time magazine, which one are you going to get.

 

BESTBUY DOES SUCK IT DOESNT CARE ABOUT ITS HARDWORKING EMPLOYEES OR ITS CUSTOMERS. ALL THEY CARE ABOUT IS MAKING THAT MONEY.

 

BB'S BEST EMPLOYEE HOW ABOUT BEFORE, YOU TRY TO BASH PEOPLE FOR COMMENTING ABOUT THEIR EXPERIENCES YOU LEARN HOW TO SPELL. THAT JUST GOES TO SHOW YOU THAT HALF OF THE PEOPLE THEY HIRE ARE COMPLETE MORONS.

 

I have to say that idiot who ended his comment with a stupid offer for a free subscription to Sports Illustrated made me laugh my ass off. On the other hand, it is typical of the subhuman behavior BB fosters with their ridiculous policies and meager pay...you just know
a) that moron actually works for BB, and
b) they know they are bugging the hell out of us by continually offering their bullshit plans and subscriptions.

Look on the bright side, people, at least we don;t have to work there (like that idiot does! (who's laughing now?)

 

BestBuy is indeed the worst company. Instead of litesning to customer
complaints and actually try to solve their service issues, they hire more people like that B**CH Angela to try to discredit anyone who complains about this shitty company.

 

Everyone always has complaints, I used to hate BB before I worked there. I didn't like being "attacked" by employees to see if I needed help... But, now that I have been employed there for over 2 years (while in college), I must say....customers like y'all are what can make the customer service employees bitter. Do any of you have any idea what it's like to have a customer open a CD, replace it with an AOL CD, and try to return it? Then, they get mad at you, assault you by throwing S**T at you and then tell you how uneducated you are????

The customers need to be informed customers. It is YOUR job as a customer to educate yourself BEFORE buying a product. As employees we try to inform you, but most customers think they are smarter than the employees (who take special learnings on products and usually know what they are selling)

WE have NO control over the manufacturer's warranty or how well they make the product. If you buy the cheapest product we sell, you had better buy that service plan you hate to hear about, because in 91 days when it stops working, you will be in there throwing it across the counter at the customer service employees you feel don't treat you nice enough.
FYI - our customer service employees try their hardest to give the customer what they want. Most BEG their supervisors to do whatever it takes, even if it causes us to take a hit (eat the cost of the unit) to make the customer HAPPY. The customer service reps do this all the time (they want you happy), UNLESS it is obvious the customer damaged the item, or UNLESS the customer was extremely rude or abusive.
We do have some flexibility to make "exceptions" to the policy, but don't expect to get something for nothing. We are a business. Last time I checked, businesses are not in business to lose money. Sure, we're profitable, but we're not shady, we aren't a scam and we DO care about the customers.
When you shop at BB, know that you are not shopping at Walmart, where they stock the shelves high, let it fly and don't have ANYONE to help you. Quit complaining - unless you wanna come in and give it a whirl for a few days!
If you have a problem, the only advice I can give is to take some time out of your day, NICELY go to a customer service representative and ask NICELY to speak to a manager. Have ALL of your information with you (or don't get upset that it takes us a while to find your cash receipt from last year for you) and the management team will bend over backwards to resolve your issue. Hey, they will probably even give you an additional discount.

 

The customers need to be informed customers. It is YOUR job as a customer to educate yourself BEFORE buying a product.

It's our job? How much do we get paid? Is there a health plan?

 

I have a unique perspective on many of the postings on this page. I have had the opportunity to be on both sides (customer & employee), so I feel as though I am more than justified in voicing all the opinions that i have. First off, I agree with many of the customers on here that scoff at Best Buy's customer service. I purchased a Home Theater system there a year and a half ago, and it has spent a collecive 3 months in service (2 seperate stints). The latest scenario involved me taking the unit to my local Best Buy, and letting them know that I was unhappy with the prior service experience (2 months, damaged upon return, and still was not completely fixed). They assured me that the unit would be put on a "rush" and i would get it back in a few weeks. Well that was 5 weeks ago, and no one can give me an exact date as to when it will be back. I have insisted that i recieve an in store credit for a new product, but I have had a Senior, Manager, and Customer service rep tell me that "there is nothing they can do for me". At this point, i feel as though I am at Best Buy's mercy, and all i can do is sit and wait until I can use a product that i paid $900 for.

What upsets me the most is the fact that A) Best Buy does not promote nor allow its employees to exercise empowerment, and B) Once a person in the store makes what could be deemed as a poor customer service decision, everyone else (customer relations included) sticks behind it.

Now I can agree somewhat with the employees that have posted comments. Yes, there are plenty of customers that want something for nothing, and love to yell at customer service reps for problems that aren't Best Buy's fault. However, associates cannot let these customers jade their perception of other customers legitimate issues. As a consumer I have done nothing wrong. I purchased the service plan as a safeguard, yet I feel as though I am getting a level of hassle that was not promised when I was paying for that service. I know that "policy" does not allow for a replacement product, but policies are put in place so that customers and associates do not abuse the system. They are not in place to be used as a scapegoat for underlying motives such as bonuses or bottom line. I say this because I actually had a geek squad senior tell me that the reason why they cannot replace my product is because it's the service center that dropped the ball, and the store does not want to take the "hit".

Currently I work as a store manager in retail. We deal with unreasonable customers all the time. I encourage my associates to listen to all customer concerns, and make good decisions based on each circumstance. My goal is to ensure that I nor my employees ever treat a customer the way i have been treated at Best Buy.

 

Well I had my thrill of best buy today with a tv warranty but it will never happen again just wish the warranty card was softer and I could use it to wipe my sorry ASS.I hope to find a mom and pop store so I won't have deal with the big box stores

 

I currently work at Best Buy in Lincoln NE. Personally i dont give a flying fuck if you buy anything from my store. I get paid the same, either way.

 

To caglisotro,

Maybe if you had let him finish, and hadn't started yelling at him first, he would have lay off. Even though BBy's Service Plan's are not the best around, they are there to protect the customer's purchase. I have had three cellphones, and two video game systems replaced sans problem. And yes I do realize those are replacement plans, but the idea of an extended warranty is to help the customer not cripple them. If you don't want a service plan, then say it politely, or maybe listen to what they have to say for once because chances are you don't know everything about TVs and defects, otherwise, you would have just bought your TV online where it is cheeper.

I have had nothing but good experiences w/ Best Buy, and you know why? Because I am nice to the employees and realize it is not their fault that something breaks.

 

The funny thing is that the comment posted by Reid from NE basically serves as confirmation for what many of us already know - Many Best Buy associates "don't give a flying fuck". I know this doesn't hold true for all of their associates, but for many of them it's just a job. They're either doing it to get through school, live off their parents, or don't have a respectable work ethic. They could care less how we are treated when we get to their store, because all they want to do is collect a check. As I said before, this isn't the case with all employees, just ones like Reid from NE.

As far as the comment posted by Nice Customer is concerned, I am happy that you have had your needs met by Best Buy. I would encourage you though, to not be oblivious to the fact that not all Best Buy stores are as customer focused as the one you recieved your service. I guarantee that if you were to visit any of the stores mentioned in the previous posts, you probably wouldn't recieve the same level of service that you have been getting. Vice Versa, i know that i may recieve a totally different experience if i were to go to the store you mentioned.

 

Jaded- you are definetly right, but your point is also a perfect reason why boycotting a big box store- be it Best Buy, Circuit City or others is just dumb. Yes it makes sense to boycott your particular store, but as at any retail outlet, every store is different. That being said I'm willing to bet that *most* of the people who experience problems at any store are generally not nice. (I'm actually drawing from retail experience here). Why would a CR rep go out of their way and try to get around corporate policy to help an asshole? They would much rather tell them the policy and help the next person in lin who is smiling.

I am glad that we have an intelligent angry customer in Jaded who can speak with dignity. and as for Reid- he is one of those people you'll find at any store, he could just as easily work at McDonalds, Walmart or CVS.

 

Jaded I understand where you are coming from but you have to realize that Best Buy is THE biggest electronics store in the US. I am currently employed with them and I don't mean to start this as a rant filled with hate for my job, because if it's that bad I could just go find another job. Like all retail stores, it's filled with it's uneducated, cock socking neanderthals who think they are big shit because they are managers and who were too lazy to go to school and do something with their lives. Best Buy feeds off the ignorant customer very badly, and most customers don't realize this. Their employees go through A LOT of bullshit with numbers, and blah blah blah brainwashing. Here is a wake up call for the people who don't know this...BEST BUY DOES NOT GIVE A SHIT ABOUT CUSTOMER SERVICE, THEY WANT YOUR FUCKING EXTRA DOLLARS TO BUY THE SHIT YOU DON'T NEED!!! They want you to think that you are "cared" about but it's just a deception to build "trust" with the customer. Best Buy's "customer service" policy is something called CARE+. They begin by starting about building this large amount of trust with a customer, and once you got them at that weak level, you hit them with a barrage of sells attempts. I personally don't do their stupid corporate propaganda selling strategy, I give my own customer service, in which I have received recommendations from customers directly to our own corporate office!! But guess what, I got a fucking pat on the back! All they want us to do is get a number out of you, and that's it. A lot of us do want to help the customer, but best buy doesn't want to HELP anyone, they want to close the sell so you don't go to circuit city or office depot...and closing it by all means necessary. But I know there are a lot of employees out there who really don't give a shit, and I understand this. But before people start criticizing how a company runs, they need to understand how it works.

 

I see I am not the only one that thinks Best Buy sucks and treats it's customers unfairly. I had XM Radio installed at the Baltimore City location on Pratt Street and it took EIGHT visits back to them to get it right. During this couple week ordeal my car broke down and had to be towed because they didn't wire it correctly. On one of the visits back to BB I had an appointment and when I showed up they said they didn't have the proper tools there to fix it! The 800 number is a joke. After all was said and done (labor, parts, tow truck reimbursemet and gift cards they used to pacify me for my trouble') the install cost THEM about $1000! Idiots ... ...

 

i bought a tv from best buy and the contractor they hired to give it a tune up broke it . i have called best buy more times that i can count. i guess i am going to have to take best buy to court. i call customer service and all they said is we are very sorry . if they are so sorry why am i going threw all this shit ! just do the right thing and fix it! or better yet replace it. so much for my extended warrenty!i bought it.

 

my letter to best buy! they suck ! don't waste your money on the warrenty!

Best Buy:
This letter is in regards to a television set I purchased from your company in 2003. I bought an extended warrantee from your company. I called the company to have the TV serviced because the leads were loose and it needed a tune up.
I am really displeased with your customer service.
To begin with your company doubles booked two different companies for the service. Four flags electronics and Alpha electronics. The Alpha Company called me at least 5 times that day to arrange pick up. I told them best buy already had someone scheduled to do the work but they told me that they were the contractors for best buy and they were taking over all the accounts. Had I of know that was a lie I would of stopped the other company from coming out. Four flags were very understanding about the mix up, considering the drove from Michigan to Indiana to do the service on the TV.
The company that did the service work was Alpha electronics. The reason I am explaining all this is because during the service some damage was done to my television by the Alpha Company. The company from four flags called me and wondered why they were in trouble with best buy for the damage to my television. When they never had anything to do with the television other than to show up to service an up a TV that was already gone .I explained to the people at four flags about the damage done to my television. They said that the repairs were minor and should have been done in my home. I also called best buy to resolve the issue with four flags as far as I know four flags was compensated for there wasted trip.
I have called your company at least dozen times about the damage done to my television. Every time I call I talk to someone new and what I m saying now and what I have said since the begging are the same. Yet your company still can't seem to get it straight. They call the wrong company to service the repairs. They noted that I refused service, which I absolutely did not. I keep hearing were "very sorry!" I don't want to hear how sorry you are any more I want my television that I paid for fixed! I keep getting basically the same response from best buy that it the contractors responsibility to repair the damage but after several attempts to resolve this matter with the contractor I am not getting any results. I still am unable to get the contractor to replace the unit he damaged. Should I call 12 more times? At what point is best buy going to step in and resolve this matter?
Alpha electronics arrived at my home to pick up my television. They drove a beat up mini van. Before the loaded my television I asked them are you sure my television will fit into the mini van? They told me "sure no problem". They said "the reason we don't drive around in commercial vans is because if we do our vans get broken in to". They laid my television on its back side without wrapping it in anything to protect it. I thought it was strange but I know very little about the service of electronics. It didn't seem right but I figured they were professionals. They brought my television back the next day. They drug it threw the grass and onto the concrete. It wasn't until went outside to say don't you have rollers did they put the television on a roller. At this point the bottom was full of grass and scratched from the sidewalk. As soon as they walked in the door I saw the scratches on the screen. The scratched were so big my 12 year old son walked into the room and said "oh my god mom looks what they did to your television!" I told Alpha look at what you have done! It was a lady; I believe Connie was her name and a gentleman. I did not get his name. She said I am very sorry. We will replace it. Later that evening I got a call from the owner around 10 pm., he yelled at me, said I was a liar that my television was not in that good of shape to began with but that he would repair all the damages. He was very threatening in his phone conversation with me. That's when I decided to call Best Buy. I explained I did not want this person that called me a liar and threaten me back out to my home. They said I had to use the same company that did the damage do the repairs. I did not hire this company best buy did. So why I have to put up with accusations and threats is beyond me. The company scratched up the screen as well as damaged the back sides and top of the television. It almost looks as thought they tried to fit it into a door way that was too small for the TV or maybe it was damaged from the ride in the mini van on its backside. I called best buy again today because I did not get a call back even know the last person I spoke too was a supervisor that assured me I would receive a call back with in 24 hours. I never got the call back so I called again. I spoke to a person named Angela who told me I would have a response by Monday. I have heard this before many times. I explained this to Angela. I told her I was being more than patient considering how many empty promises I have had from your company. I don't like being called a liar. I am very protective of my belongings. Angela told me that the Alpha Company said I had cigarette wholes in my television. I don't know why they would say that. to this day there are no burn marks on my television. The only damage done to my television is from the alpha company. I think they are very unprofessional. By making that comment it shows me they have no intention on doing any repairs. The repairs they agreed to do in the beginning. This will be my last attempt to resolve this matter before I take legal action with
Best Buy and Alpha electronics. I hope we can resolve this matter before it gets to that point. Enclosed are the picture of my television and the damage done to it. I hope to hear from you soon. I would like to resolve this issue as quickly as possible.

 

The United states best buy call center is locaed in Winnipeg manatoba Canada, or was until they found a small town close by in which they could pay even less.

 

P.S. If you speak english as a 2nd language, just do your best, If you attempt to use one of the other languages on the phone service, you get put on hold next to forever, or if you are lucky you get hung up on.(it take less time)

 

700 19th Street, N.W.,
Washington, D.C. 20431
USA

RE: OUTSTANDING PAYMENT.

Good day,

Your Long overdue Payment. I saw your name ( in the Central Computer among the list of unpaid contarctors,inheritance next of kin and lotto beneficiaries that was originated from Africa, Europe, Asia Plus Middle east, Americans ) among the list of individuals and companies that your unpaid fund has been located to the Standard Chartered Bank, HSBC ,Barclays Bank and Bank of American.

Your name appeared among the beneficiaries who will receive a part-payment of $5.7million and has been approved already for months. You are requested to get back to me for more direction and instruction on how to receive your fund.

Once again, I apologize to you on behalf Of IMF (International Monetary Fund) www.imf.org

failure to pay your funds in time, which according to records in the system had been long overdue. pls Reply through my privte Email; rodfigaredocontact@yahoo.co.uk
Yours Sincerely,

MR Rodrigo de Rato Figaredo
Managing Director, IMF

 

I called Best Buy Customer Service today at the 888 number to try to change one tiny aspect of my existing order, and the customer service lady asks me for my order number and I gave it to her. Then, she proceeds to ignore me for five minutes without putting me on hold while I am supposed to believe she is checking on my order (when she is clearly doing something else). I finally ask her if she's still there and she asks me if I had the order number besides the BBY number. I explained to the lady, I'm looking at the e-mail right now and that BBY# *IS* the order number. At first she says she has to e-mail somebody else in order to "see" if my order has been changed. Ten minutes later after another complete silence (no being put on hold, just complete silence), I ask her again what she's up to, and she said she has to now e-mail somebody else to see if they can contact that other department about changing my order. I work in customer service and this was the WORST customer service rep I have EVER experienced. You always get your bad apples, and I surely got mine today. After reading others' stories, I think I'll run back to Circuit City and stay there!

 

I bought a 50 inch RCA Scenium HD DLP Television from Best Buy on 6/11/2006 - it broke within the first two months. Having bought the 'Platinum Warranty' I thought great - all taken care of! Right? WRONG. Then the nightmare begins. I have been lied to at least 6 times by different people on the phone - each time a supe tells me oh I am so sorry you were lied to but I can't do anything else for you. the parts are on perpetual back order, but after a month you would think they would want to replace the TV instead of losing a customer? Of course not - they couldnt care less. I'm at the point I want to take the TV and throw it through their window.
One month - still sitting in my living room dead as a doornail.

 

How do you reach anyone beyond the store manager - I need someone who can make an executive deciosion - getting a hold of someone at Best Buy is harder then speaking to President Bush!!!

 

My dauaghter purchased a computer at Best Buy ON 8/28/06 and returned it on 9/19/06 as it was not working. They sent it out for repair and it was returned on 10/3/06 and still wasn't working properly. Took it back to Best Buy and they stated that the service department did not put all the drivers back on and it had to be REPAIRED ONCE AGAIN but they had to wait for the parts. Have called corporate several times and have not got anywhere with them. They were suppose to look into the matter and get back to me but didn't even have the common courtesy to call me back. Have talked to the store manager several times and her comment is I know youare upset. Upset doesn't even describe how ticked I am. Am getting no where with them. THEY DO NOT CARE ABOUT THEIR CUSTOMERS AND WILL NOT TRY TO HELP YOU AT ALL. This computer has been in repair longer than it has been used. Here it is 10/7/06 and still don't have the computer back and who knows when they will get the part in and I doubt that they will even fix it right as I dont think they are experienced enough to make reapirs. DO NOT BUY FROM BEST BUY THEY DO NOT STAND BEHIND THEIR PRODUCTS AND COULD CARE LESS ABOUT THEIR CUSTOMERS

 

I am a bit slow with computers but I do know that I turned my laptop in for repair to worst buy and it came back to me yesterday, about three weeks later still broken. I also received someone elses computer with packing slip in antoher box. I called the person whoes name was on the packing slip letting them know I had their computer. They were quite surprised. We were even more surprised when we found out the computer was not hers. Her packing slip - someone else's laptop. So I called Best Buy and tried to get ahold of a manager and finally I called back for over three hours and got through to a jerk of a manager who proceded to try to make me feel like I am complaining for no reason at all like I had no rights at all. I told him to have the regional manager call me, then we can talk about picking up the laptop that belongs to someone else and getting my laptop fixed. What a joke. I will never purchase from them again. Not even a stick of gum. Anyone know how I can get this pc powered up so I can try to find out who owns it so I can let them know I have their laptop? Anyone missing a compact?

 

Here is my best buy story as I have presented it to the attorney generals office in MN. I will never spend another dime in that store anywhere.....ever.

Hi, my name is Renee

I am writing in regards to my experiences with the best buy in Maple Grove.
I bought a lap top from the best buy in Woodbury on 2-26-04. I started having problems with it in November 2004. I purchased a 3 year service contract through them because this laptop is for my on line university and I needed to be sure I could have it fixed if necessary.

On 11/9/04 I went to the maple grove best buy to have it serviced, and was told by a geek squad person that all my problems were spyware and they would remove it for about 100 dollars, I explained to them that the colors distorting etc were a system board/hard drive problem, (I am not completely computer illiterate, my brother builds them). They insisted that they would not work on it until the spyware was gone.

I took it home and "f" disked it myself, and brought it back on the 10th, they were surprised but took it. They called me the following day and told me I had spyware...I asked to speak to a manager because the computer was empty. He apologized and sent it out to be fixed. I received a call within a couple weeks to come get it, waited for the weekend to start updating it and it was exactly the same as when I had brought it in, unusable, I brought it back on 12-13-04 and they sent it out again, this time I also called HP service center and they said that this was the only service order they had for my laptop, this time it was delivered to my door within a two week period. On 12/13/04 there was also a man in line behind me holding a box with an entire desk top system in it, he had paid for the geek squad to come to his home and set it up, the geek squad agent could not get it working and told him he would be right back with another agent .....3 days ago....

On 8/25/2005, I again brought my laptop back for the same reasons; I was told it would be expedited because it was my entire education. It took 3 days for them to even send it out. It took 2 months to get it back, almost my entire term. I called daily to check, I was repeatedly told lies...turned out it was "lost" for a while and finally after the 5th time I had been told it was on its way back I called a "main" office and they located it in St. Louis...still in the warehouse not even checked in yet to be looked at, this had been over a month at this point...they made the people in ST. Louis pull it out then and fix it, still my term was almost over by the time I got it back. I have to mention here that one geek squad member actually told me that I should just be happy I was not in New Orleans and my computer problems were not that big. My laptop had been taken in to be serviced long before Katrina.

Now again on 10-18-06 the same problem, I took it back and requested a lemon replacement as per my service contract. I again was told it would be no big deal three days for the ok to replace it, so it should not affect my schooling. Well on the 25th (7) days, I called to find out why it is taking so long. I am told that again, they replaced the hard drive and denied the lemon request and it is on its way back.
I told them I would not accept it. They said I did not have to, after three hardware problems, they replace it, (this is my 4th). HOWEVER, it has to get back here from Kentucky and then sent back AGAIN with another request. No one could tell me how long it will take this time or if it will be denied again.
I asked if this was going to require an attorney and they could no longer talk to me.
On 10-27-06 a store manager contacted me to say he was looking into my issue and found that what I have been telling him does not match the service orders on their computer, I assured him that I have all of my service orders. He asked that I bring them in and then he proceeded to tell me that he would like to meet with me to "explain" my service contract. He said that it needs to be the SAME hardware failures, (nowhere on my contract does it state such a thing) I read to him the line that says" 4 hardware services" and he changed the subject. He then proceeded to tell me that key board replacement is not considered hardware, I told him I was aware of that and the only time my keyboard was replaced was when they also replaced my system board. He again asked if I had my service orders and I told him yes and I was leaving immediately to show them to him.
Miraculously they were found by the time I arrived there and he told me that he did not call me because he figured I was on my way. I personally believe that he wanted to see that I really had them, if you do not they do not have to honor the service plan.
That same evening I was called by best buy to come get my laptop, I explained that I would not accept it and that it needed to be given to the manager to be shipped back.

On November 1st, I called again to find out why it is still taking so long to get a lemon order, I was given the 1-800-best buy number because the store said that their hands were tied, I called and talked to an associate who told me that at this point it still had not been okayed and the fact that the service center did not ok it means that corporate will need to and they may not because the service center did not. He suggested that I buy another one to use in the mean time and as long as everything is in order, they would take it back once this is resolved.
I am in no way interested in buying anything from them again and I am sure this would be an "open box" laptop in which potentially thousands have played with and now I would be responsible for any problems that occur OR I'm sure I could purchase another worthless service contract for hundreds of dollars.

I am finding their service contract unacceptable and feel like they have made every attempt to find a way not to honor it. They know I have my service orders and the typical 3 day turn around for junking a lemon has turned into two weeks of complete hassle in my opinion in hopes I will give up and take the lemon back.
In the mean time, my term is ticking away and I am borrowing computer after computer after spending all this money.

I feel like I am being taken advantage of and that their service contracts mean nothing. The laptop I am on right now was also purchased from best buy, the "free" trial word program does not work, will not uninstall and a new office program will not load. She has had it less than 2 months and she was told by the Coon Rapids best buy to go home and keep trying....again not taking responsibility for the errors and issues associated with their products.

I find it hard to believe that I am alone with my poor customer service with best buy and am hoping that this letter will spark some interest in looking into these issues with the best buy. I have included copies of my service contract, service orders and all my documentation.

I have also noticed that when they return ones computer they do not give you any info on what was replaced, I have had to ask each time (except when HP did the service, they tell you exactly what has been replaced.) I still have no idea what was replaced the first time because when I asked the geek squad agent did not know what the numbers meant but said "basically the entire insides where replaced".

I think this practice gives them way too much power to lie about what has been replaced, as the store manager trying to tell me that only my key board had been replaced. Had I not specifically asked each and every time I would not have known the difference.

Thank you for your time.

Am I alone here???

 

I would first like to start by saying to everybody we are missing the main point of what Best Buy is: A company looking to make a profit, after all they are not the Red Cross. Also another thing that you need to realize or take into perspective is that Best Buy is the largest and most successful specialty retailer in the world, with this being said there are going to be complaints and the larger the company and larger the customer base is logically the more complaints there are going to be. The problem comes out that when the problems grow exponentially this is a greater indicator of a problem and this is when you should truly be concerned. (think about manufacturing standards a 1% product defect rate on something would result in 1 out of 100 products bad this doesn't seem all that bad only one person is going to complain about what you screwed up; now look at it this way 1,000 out of 100,000 is still 1% defect rate, but now you have 1,000 people complaining)

There have been many complaints listed here that attack the employees, yes there are employees that just plainly don't care. This is a problem no matter where you go and what your job is. Think about going to a restraunt and the crappy service that you recieved or the food that was cold when you got it. Also think about the co-worker of yours that comes in late and puts in a half days work while you bust your ass. Their is also another point of view that needs to be taken into consideration and that is how you interact with the employee, if you present a hostile nature to the person they are going to react with a fight or flight reflex which as cited above may be percieved as "taking it personally". This is explained by basic psychology and could also in fact drive some of the "unprofessional attitudes".

The other main psychological perspective that needs to be address is the "if I make a loud enough noise someone will fold", seriously what the hell is that all about? Were you truly that spoiled as a child that when you complained and cried enough you parents caved and gave you whatever you wanted? Do you treat your children that way too? This is creating yet another problem with society; that is the lack of respect for your fellow man. What makes you better than single mom that is working her way through the world by working at Best Buy, or the college student that is working at a place that seems cool and fun while paying the bills to better themselves? Again I ask the question what makes one man better than another? Especially here in the US where we believe that all men are created equal.

I do feel that as a couple of people above have posted sometimes the wrong person gets screwed. I have seen people over the years get raked over the coals by policy or proceedure, but the rules and policies are there to help treat all customers the same and fairly. Now I cite the problem from the previous paragraph who is usually the ones that get whatever they want? The ones that make a huge scene in the front of the store, not the customers that keep a level head and remain respectful. This is the injustice and one thing that I do try to keep in mind when I make these deciscions. I am more inclined to help and potentially bend the rules for someone that does not take their frustrations out on me personally.

The point on this you also have to look at is that it is not practical to "just replace a computer" that was bought six months prior. Think about it this way the average shelf life of a computer is between 3 to 4 months, the cost of the technology continues to decline at the same time as new tech rolls out onto the shelves. Now you replace the said computer and lose the $50 margin from the previous machine to exchange it on a new model on the shelf that cost a $100 less than the previous one and may have a profit margin of $50 again. Now when the said computer comes back from the service center and needs to be sold as an open box unit (also a markdown in price since it is not a new product) you have already lost the original money invested in it, but also the cost of selling the unit in the first place. Now you need to incur the cost of selling the product again and at the same time technology has progressed so that computer that may have been $1,200 is now worth $500. If the company were to just replace every computer that was sold that came back as problematic it would be very costly and eventually put that retailer out of business as it is not financially sound to do so. Also you do have to remember that Best Buy did not manufacture the product and they do stand behind the product by offering to send it out under the manufacturer warranty which is no cost to you, the probelm is that if it is not a manufacturer defect then it is the customer's problem not Best Buy or Toshiba, Sony, HP, fill in the blank __________.

I would like to address one last point here as well and that is the one of the "lesser educated morons" that they have in management or for that fact all employees. I am a manager with Best Buy and I have been with the company for about 6 years. I started while going to college and have been there ever since, I live in an area of the country that is still suffering from an economic downturn and well honestly its one of the better jobs (most stable) in the area right now and as I do not wish to move to another state; it just makes sense. I have a Bachelors of Science in Psychology and Criminal Justice with a minor in Political Science I personally do not feel that I am a R-tard employee or manager that doesn't have a clue or even listens to a custoemr, but I do have my days that I feel that I fail at giving outstanding customer service (I am HUMAN!!! I have feelings and emotions just like the rest of you). I do try to work with the customer and I have broken a policy or two to take care of a customer that was in need of help that still treated me with the respect that I as a humanbeing deserve. I too have also dodged more than my fair share of products being thrown at me when I tell a customer that the DVD player they bought two years ago is not returnable because it stopped playing discs.

Either way the underlying point is that we are all different people with different perspectives and opinions on what makes good customer service and why we should boycott one place verses another, but remember thats the great thing about the USA, its a free country that you can choose to shop wherever you want and not shop where you do not want to.

 

I have no clue why some of you hate the replacement/service plans. I think that they are a great deal! Something like $30 for a replacement plan on a $150 ipod. If you look at it like it is insurance... you can't find a better deal on the market. People are always bringing in broken products and saying... Man I should have bought the service plan. Most manufacturers today make their products with the cheapeast stuff they find. Therefore, the chances of you having a problem in three years is huge. Protect your investment.
Anymore, especially with a laptop or desktop, if one thing goes wrong with it in three years the service plan is pretty much paid for. BB even sells a 1yr accidental damage plan for $99 on most laptops! For those of you who had lost merchandise because of shipping, every single time where that has happened at my store, the customer has received a new product. Most of the time its a better product! No one on this planet is perfect. Remember that.
Don't forget that Best Buy employs thousands of people. Some of those people would be without jobs, or be stuck with lower paying ones. A lot of 20-somethings learn PROPER sales techniques there that they carry onto their careers. A lot of people learn what management is about. As with most of my co-workers, we will be moving on to something else as we grow sick of dealing with people that have no clue. Once in a great, great while there is a customer that has a real, legitimate explanation as to how BB screwed them. Guess what man, I feel like I got screwed with the tires I just bought, and oh ya they should have given me a better deal to maintain my yard. Blah blah blah, I didn't make an investment I couldn't afford so I'm not too worried about it. Lesson learned. I won't be stomping into their stores or harrassing them on the phone. I will suck it up and deal with it and hopefully make a more informed decision next time.
An informed, relaxed, and open customer will way more than likely be satisfied. Those rushing in to see how they can take advantage of anything Best Buy's offers will be turned away. Shop online from wholesale places if you want to deal with the manufacturer yourself when your camera or computer messes up. You won't be able to just walk into one of their stores... no you have to pack it, ship it. Then wait at least twice as long for the product to get back.
With computer repairs, our average turn around on everything, including when having an item serviced, is around 6-7 days. Most, and by that I mean about 90%, of the customers that tell me how long it took for their computer to be fixed were lying to me. All I do is look up their sales info and inform then that that information is not accurate and I hand them a copy of their receipt. I do not do this to agitate them, but it is an effort to make people be responsible and honest.+

 

i work at a best buy in canada, and after reading like 4 of these experiences it's not hard to tell the people that post here are just pissed off people who think their time is more valuable than anyone elses. i don't know what you people think, but its not as if best buy is the only retail company that deals with upset customers. i do sales in the computer department, and i get calls from people on the phone all the time, who don't want anything to do with the store, just information about products. why the hell should i give a damn about phone customers who are wasting my time when there are tonnes of customers in the store who validly need my help. as for whoever it was that complained about best buy employees being "all over him" within 2 seconds of his arrival; is it so hard to say "no im just looking". god forbid a retail store should ask you if you need help. its not as if the sales staff is a race of demon people spawned from hell with the sole purpose of ruining your shopping experience.

and as for the people that complain about the pushing of the performance service plan, get over it. some people DO need extended warranties, for example in computers, people who know absolutely nothing about computers. what difference does it make to you if a sales rep gives you information on a service plan? it takes what, a minute to explain what it covers? you would be surprised at the amount of people who come into the store after the manufacturers warranty expires and expects best buy to fix their product for them.

its a god damn store, if you don't like the service don't buy your stuff there, but there is no reason to be an ignorant asshole and assume the company is out to get you simply because you had a bad experience.

 

As a response to Angela, I too worked at BB for 4 years at the tech bench(pre-geek squat), and I understand what you are going thru. A couple of quick notes however. One, some higher volume store locations, including the one I worked at, had our phone service routed thru a call center, designed to reduce the amount of time we spent on the phone. So , yes, if a customer called our store, they had to leap through some amazing loops to get one of us on the phone. Two, blaming 'Corporate' for not being able to take care of the customers, is simply a cop-out. The COMPANY as a whole, should be dedicated to taking care of the customer, and when you separate one aspect of the company from the other, you have a problem. That is the root of all the customer service problems at bb, the separation of corporate and bricks and mortar. Part of this is due to individual managers and district managers that are more interested in sales than customer service. I worked for several stores within the same district, and all fell into this category. I was in charge of sevaral tech benches, and constantly fought with management to allow me to work on the equipment that customers brought in to fix. Yes, that's right, management wanted the income, but did not want to pay for staffing to fix the equipment. We were also expected to ring all packages for the computer department, in the hopes that as 'geeks' we could bully the customers into buying more accessories and service plans. Unfortunately, this management mentality seems to be what they are looking for in hiring new managers. Do good managers slip through this filter and make it into the stores? Yes, on occasion. However in several cases I have seen these same good managers go bad, due to the pressures and the expectations of thier management. And this is not going to be fixed, because this is how upper management thinks. So, although I applaud your attempts to be a 'good' manager, I still have to recommend that nobody shop at bb. Maybe a drop in sales may force them to reconsider their management techniques. But I doubt it.

 

Best Buy has the worst customer service I've ever experienced. I paid for a service to have an appliance intalled which was not necessary. The service was never provided and thus I simply needed to get a refund. You would think that it would a vey simple task of getting a refund. I've spent hours on the phone with various customer care associates who keep on transfering me to people that don't have a clue on what to do. I'm tired of getting transfered and I still have yet to get someone on the line to help me. If anyone has any ideas please let me know.

I wouldn't recommend ussing their installation services. It would be a big mistake.

 

Bought a TV for inlaws along with the extended warranty. When it comes time to use the warranty, no one can help us. We have asked to speak with the top management and they do not seem to be able to help. I personally will not buy anything large appliance or expensive electronic nor will I buy the extended warranty. It is the worst customer service I have ever encountered.
For the person that said that we just get the poor customer service rep..well we have asked to go to the very top, knowing full well it is not the person behind the phone..but can not get to them. How convenient.
I wish something could be done to change this.

 

I placed an order online on BLACK FRIDAY (7:00 A.M.).....very soon after, I decided to cancel my order. I spent THREE HOURS on hold (1 hr. before I reached a human who then transferred me to the "correct department!). I was told my order would be cancelled (while I was on hold, I sent an EMAIL to cancel it as well. Well, the very next day I received an email stating my order was ready to process! I emailed back AGAIN and explained that I had cancelled this order and that they had better NOT charge my credit card. Then on Sunday, I received an email saying that my order HAD BEEN SHIPPED!!!!!! I immediately got on the phone and this man with an accent (which was difficult to understand) told me that it was too late to cancel my order...TOO LATE????????? I cancelled my order TWO DAYS AGO! I asked for a manager - who was on another call and "couldn't come to the phone" besides he would tell me the same thing which was that they would refund my bank account after I RETURNED THE ITEMS TO A LOCAL STORE!!!!!!!!!!!!!!!!!!!! Never again!

 

BEST BUY SUCKS DICK!!!...FUCKING i bought a fucking trimmer..and fucking shit broke the next day.. and i went to return that bs..and the stupid fucker best buy reps saays that the trimmer is fucked..and i hav to take that shit to some bs service center.. so i fucking got pissed and punched one of the fuckers...i got fined for that shit..but still it was fuckign worth it.. FUCK U WORST FUCKING DICK BUY!!!

 

I'm sorry, but no one is worse then Apple. My iTunes constantly locks up songs and there's so many ridiculous restrictions. I hope those bastards rot!

 

I made my purchase online tried to change it, waited hours (!) on the phone with their stupid music, finally spoke with someone on the other side of the globe, couldn't solve my problem, spoke with someone elese, couldn't either. Asked to speak with a supervisor and they JUST said that he/she was busy, I said I could wait. They basically told me I could not speak with a supervisor. Is this even leagal?

I hate this company and will never buy from them again!
-J

 

Work retail sometime and then come tell me how I should act. It's like juggling and something new gets thrown into the mix every few seconds. When you open your own store, let me know.

 

I had real bad experince at Best buy on 11/24-black friday. I purchase a 42" Plasma Panasonic, the cashier told me to pick up the TV in the back of the store outside. My sister was picking up the TV for me due to my car being too small. One of the managers came out,took the receipt and said he is coming with the TV. He came back outside and told my sister she already picked up the tv. He didnt even give my sis a chance to speak. We did not get the TV that we purchase. My paid receipt of $ 1059.99 was not stamped because I never pick up my Plasma TV. My sis call the police, and a report was filed. I returned to back to the store, and the police took a statement from me. I purchase a 42" Plasma TV and went home empty handed and $1059.99 is now gone from my checking account. The general manager had told me on 11/25 that they'll get back with me on 11/27 after an inventory is done. Of course i didnt hear from them, so i called them about 1p and was told the same bull shit that "you're not getting a tv, the inventory count is right. They know i never picked up the tv that morning, even their loss prevention manager confirm that he never gave me a tv or saw me in the back of the store and they're stil not giving me my tv..Totally stupid and ignorant people. Best buy corporate was suppose to get back with me on 11/30 after a second inventory, but never heard from them. I will be calling them tomorrow. I paid $1059.99 for this tv, they have my money and the tv..This has been a total nightmare. I will never never step foot at BestBuy nor will my family incl my 12 year old son or my little nieces. I will keep spreading the word about how bad they are. They stank...They need to be boycotted at the height of the season
One way or another i will get my tv even if i have to go to small claims court...Customer service means a whole lot to me and dictates if i will shop at a store, best buy need to rethink about how they do business and treat their customers. A training on customer service and communication wouldnt hurt at all.

 

I am so sick of customers treating the employees so poorly. If you have such a complaint, go to a manager. If they don't take care of you then that is their problem. The average person that works in the store is only allowed to do so much.

I have been threatened in MANY ways by customers. The #1 complaint is advertised things out of stock. They will go absolutely insane. I had one customer want my full name and address so they could report me to the police for false advertising. I told them I had no control over what was ordered and that I can only do so much. I called for a manager and they left angry. I had one guy tell me that I better watch my back because he was going to kick my a** when I least expected it.

BOTTOM LINE, SPARE THE AVERAGE EMPLOYEES ALL THE CUSSING AND THREATENING. I REALLY DON"T CARE IF YOU CALL THE BBB OR ARE NOT GOING TO SHOP HERE ANYMORE. I DARE YOU TO SUE ME, YOU WOULDN'T GET SH**.

Please anyone who reads this, think of it when you are mad at the situation at the store. Take it out on those that make the policy, not the ones that follow it.

 

Best Buy has the worst customer service of any company in any industry period. I'm not even sure if it the corporate policy that is terrible or it is just the idiot kids they hire - but do yourself a favor and avoid Best Buy at all cost. They have horrible people skills, will keep you waiting forever if you are lucky to even have someone help you, and they will flat out lie to benefit the store. Also you can tell they are not too bright with this example, the other day I went in and they had a regular poor quality dvd playing on their top of the line elite 1080p plasma and blu-ray player ... great way to show off how crappy a $8000 purchase will look when you take it home. I will never shop at or waste my time at Best Buy again! Take your hard earned money elsewhere and you will feel better.

 

Dear Best Buy not Best Service.

I would like to start by saying I am very disatisfied with your online

customer service reps and supervisors. The first persom I dealt with

was Latasha on I believe was the nov 18th or 19th I explained that I

wanted to buy a frontload washing machine online and then do a store

pickup the product I wanted was advertised on the front page of my

local best buy flyer stating free delivery and pick up of the old washer I

decided I would purchase it online and do a store pick up so I could

pick it up the next day when I tried this it said not available in any of

my nearby locations kinda odd since it was in the flyer so i called

latasha very nice lady said she could wave the shipping fee I said great

she asked if I wanted the service plan for $139.99 I said I was'nt sure I

would ask my wife she was slepping for the night latasha said I could

call her back after 2pm the next say she would be working I called and

asked for her they connected me to tasha (real name latasha) which I

explained the situation she stated she could help me in the matter so I

said lets order this with the plan we went ahead and got to the end and

she stated that the computers delivery system was down and she

could not process my order that she was in at 10 am the next morning

and she would call me to complete the order I said If you dont call me

can I call you she said I was top priority so I asked just in case can I

call you she said she was on michelles team and just ask for tasha no

call at 4pm 11/21 so I call back and get someone else asked for her he

said could help I told him of the situation he said he could process the

order free of shipping I said great well I placed the order with him dont

remember his name but I know you have phone logs of each person I

spoke to he was third. Well on 11/27/06 I checked my credit card

statement it showed I was charged for washer, delivery, and service

plan on 11/21/06 about 770 dollars (guesing)and also on 11/26/06

another 136.49 both pending I called and asked Mark on 11/27/06 why I

was charged twice for service plan and also charged for delivery (A

few days later the second service cahrge was taken off) he said he

would create a case # 3198625 said I would be contacted 48 hrs put

on hold and got the beep beep beep hung up on. no call in 24 hrs so I

call again the girl I talked to said they the case had been closed how is

that possible I havent had a call or resoloution she set up another case

# 31957114 said online service could not authorize a refund corporate

customer care would have to. So I asked if that new case # would be

available for them to look at she said yes and transfered me to them

which I got put on hold and again disconected called back and asked

for corporate services talked to a lady who said she would look into it

put me on hold and again disconected called back and talked to a

different lady she said they can not do anything because they can't

look at online purchase info so I asked who can help me she said

online services I said I would ask for a supervisor she transfered me

back to online services where I was asked if they could help I said no

please let me talk to your supervisor so she got me Martin Abal on

11/28/06 said he could not issue the refund that a case rep would have

to he gives me another case # 31928375 and I would be contacted in

24-48 hrs by email or phone no contact again mind you by this time

you have my email my home, cell, and work #.
I wait the 48hrs and call back give all my info and story again and the

lady wants to give another case # because martain abal did not make

any notes on my last case # I said no I do not want another case # the

last 3 have not gotten me any results please let me talk to your

supervisor I get supervisor Mark Smith on 11/30/06 I tell him my whole

story I believe for the 10th or 11th time by now he reviewed the info I

had given him and said rest assured I will take care of this please hold

a moment I said are you sure because I have put on hold on several

occasions and get disconected he said we have been having problems

with our phone lines that if we get disconected that he would take care

of the problem and apoligized. As I predicted I was cut off again

hoping his sincere apology that he would take care of this matter. Well

its 12/04/06 now and i'm writing this email because frankly I'm tired of

talking to your online customer service reps, your corporate customer

care and your 2 online supervisors I can not beleive it is that difficult

to take care of one of your customers that is only 29 years old and 3

stereo systems, standard def tv, high def tv, computer, games, music,

all kinds of computer related items, dvd players, a gamecube an ipod

and accesories and now a washing machine all with good experiance

until I had to deal with customer service unless you can rectify the

situation you may have lost a life time customer all over $90 on a

delivery charge that I was promised I would not be charged for quite

frankly you have probablly spent that much in payroll alone speaking

to me and wasting my time and your people who really can authorize a

refund because no one can tell me I work in retail as a manager and I

know you dont care but I cant believe anyone would have to go thru

this much for a resolve and I hope no one I deal with in the future will

have to go thru what I have with you guest service is our #1 mindset.

Mind you I have not once swore or raised my voice to a single person I

have dealt with and I must say that has gotten more difficult as I speak

to more andd more of your people that dont know how or are not

willing to help me I will probably continue to email and call until

someone can give me an answer. I love your store but wow! By the

way it would be great to hear from you I will save this email so I can

resend And If I call I can just read it to the next person that can't help

me.

 

When an elderly couple I know had problems playing tapes on a DVD/VCR deck they bought at BB, I offered to help them troubleshoot the problem. The video images were horribly "snowy" from video noise on any tape they tried, After extensive experimentation, we concluded the problem was in the video heads. This was 4 months since the purchase on a unit with a 3 month warranty. I accompanied them to the store (@ Superstition Springs Mall, E. Mesa, AZ) they bought the unit from and got into line at the Geek Squad service counter. A tech diagnosed the problem as dirty heads - had a head cleaner ever been run thru the machine? he asked. It hadn't but one was available. He then carried the deck up to the front of the store into the Customer Service area and proceeded to take the cover off the unit & clean the heads himself, then he tested the unit with a store tape to show us it now worked OK. Wonderful, we thought.
Took the machine home & reinstalled it. A couple pre-recorded tapes played just as badly as before we took it in.
Back to the store the next day. Wound up with the same tech (he remembered us even with all the people he must've dealt with). This time we brought along one of the tapes that was playing so badly. He again met us up at the CS counter where he repeated the cover removal & head cleaning, But when he inserted the customer's tape the video "snow" was evident. When he played the store tape the picture looked fine. He concluded the new TAPE was bad. We told him every tape we try to play looks like the "snowy" one. He tried playing with the mechanism, but was baffled, so, to our amazement, he offered to exchange the bad deck for a replacement one. We grabbed a sealed carton of the same model, they processed an even-exchange transaction, & we were on our way. I never expected that kind of response after all the horror stories I've read on Best Buy's service. By the way, when the replacement deck was reinstalled, it played any tape beautifully, including the new one that was taken to the store to do the testing. The heads really had gone bad in the problem unit.

 

when i go to best buy theres a ton of people just walking around, and this was trhe day after thanksgivng so i think that they should have enoguh time

 

I bought a TV from Best Buy, and I find out later it was the worst buy ever I done on my life (over charged by $800). "best buy" store is an over charging store and I will never buy from them again

 

I recently returned a problem xbox 360 through Best Buy Product Replacement Plan. My son waited daily for the mail to get a replacement voucher which came within 2 weeks. Immediately his mother took him across town to Best Buy but after hassling with the cashier and her surpervisor for about an hour, found out that the gift card (voucher) had never been activated. The store spent much time on the phone with the Replacement Plan people who assured them that a replacement card would be sent to us within another 10 to 14 days. I also phoned that evening and the Plan people assured me the replacement card would be coming. After a week, I again phoned to check the status only to find that nothing had been done to process a replacement card and that in fact, now they would soon be activating the first card. That was Sunday, so I called back Monday to speak to a Supervisor. She told me that action had only been initiated by my call Sunday, so now it would be 10 to 14 days from now that I should expect the original card to be activated. You can imagine my confidence in this process after going through this circle jerk. You can also guess how many more products and plans I will be buying from Best Buy. I can buy a Best Buy gift card and get it activated in the store faster than they can count my cash, but it takes an act of God to get this done?
Oh, as you may have guessed, there is no one higher up the ladder that can take a phone call about this, nor is there any one that can actually push a button, make a decision or basically do anything about it. My email to Best Buy Admin also remains un-answered.

 

As a Customer Service Associate for a retail store, I have to stick up for us. We are people too, believe it or not. If you're mad because someone REALLY treated you badly, then fine...call corporate, if you were really mistreated, it will be dealt with. But don't you go around mistreating us. You'll get the same in return.

it's amazing...the people that are patient and understanding with us usually tend to end up getting what they want and more and will definitely shop with us again. However, the second you start being demanding and mean with us, everything that we could potentially do for you gets thrown out of the window and we will stick to policy until our face is blue.

don't like it? try treating us with some respect if you expect to get some in return. we'll start the ball rolling in regards to respect because it is our job, but we're not robots...treat us well too.

this isn't to say that every single person is perfect in retail, there are "bad eggs." but generally, as a whole, the company and it's employees are trying to provide you with the best customer service possible...but you have to let us try to help you before you start freaking out.

also, there ARE policies and the policies are everywhere in stores, printed on receipts, and each associate in the store knows each policy. I'm not sure I understand why you think you're above the rules and above everyone else that has had to deal with the same policies. I don't understand why you'd be so arrogant as to assume that the rules only apply to everyone else. if the associate feels (and yes, believe it or not, we DO try) that your particular situation is different, unique or special in someway, we'll take care of you accordingly. but if you try to return something 2 years out of the return policy because you "never got around to it." don't bitch to us about how our policies suck. we're over it.

I have never experienced bad customer service at a retail store...I always wondered why, because you hear about such horrific experiences. But since I've started in the retail business, I've realized the reason I've never been treated badly, is because I inform myself of policies before I make a purchase, their return policy, and any other questions I may have and then I act accordingly. I don't just assume that because I can cry the loudest means I'll get what I want in the future. I also have never walked into a store disgruntled, demanding or angry. I am patient and guess what? I have always gotten what I wanted...I may have had to follow policy to get it, but I've always gotten it.

Think twice before you start getting irrate. Be understanding and patient. I expect you'll be treated a lot differently.

 

first of all, SAR, your just a dumbass.. you buy an electric razor, it "somehow mysteriously broke" so you punch a worker from the store you bought it from, lets think about that one.. and GP, no shit putting a regular DVD in blu-ray is retarded, ya ever think twice that maybe you could ask an employee, "why?????".. we're given by corporate merchandising a specific blu-ray disc that is only allowed in that player, NO BLU-RAY MOVIES THAT WE SELL CAN BE OPENED.. maybe thats a reason why we have employees there for people to get help from and answer questions.. just a tip

-GET A CLUE

 

ammar G A.. way to research your prices before going to one store and buying an expensive TV, or maybe you could wait for A "SALE!!", see thats when the company decides to lower a price for a "certain amount of time".. AT A BOYYYY!!!

-GET A CLUE

 

heyyy michelle from 11-28 come on downnn...

so you placed an order online, 1st wrong step, get off your ass and come to the store and pick it up.. 2nd thing, now why in gods name would you place an order, after you go through about 3 pages until you to get to checkout that ALL OF A SUDDEN change your mind!!.. so ridiculous haha

WHO IS NEXT !!!!????

-GET A CLUEEEE

 

Jessica from 11-29!!

WHY ARE YOU TRYING TO CHANGE YOUR ONLINE ORDER AFTER YOU JUST PURCASHED ITTTTTT... I DONT UNDERSTANNDDDDD... IS THIS THE REASON YOU PEOPLE COME ONLINE TO POST STUFF LIKE THIS AND ACTUALLY THINK YOUR GOING TO MAKE A DIFFERENCE IN BEST BUY LOYALTY..

-GET A F'ING CLUEEEEEEEEEEEEEEEEEEEEEEEE haha

 

Linda from 9-17..

an RCA SCENIUM?????.. prrrrobly THEE worst TV in terms of picture, quality, and every other category that you could possibly think of. You saw a CHEAP large tv and said, "ah f'ck it, ill take that crappy tv in the corner cuz thats what I can afford".. Best Buy employees or anyone who knows what a DLP tv is, which is most likely every one of you people complaining about a crappy MULTI-BILLION dollar a year store, would NOT recommend an RCA SCENIUM..

you know why its a MULTI-BILLION dollar store, becuase the other 98% of the sane people outside this website understand that best buy ONLY cares about employees, thats the whole purpose of the store, which is PREACHED every single day by managers. YES, some people get screwed, but you know what, you know what you bought, YOU KNOW things break BYYYY YOUR USE, you also know what the policies are, becuase theres a 15ft x 15ft sign saying what the policy is right at customer service, its EVEN IN SPANISH, store employees follow them because then WHAT THE F'CK WOULD BE THE POINT OF THEM!!. YES, some people who actually had the brains to get the SERVICE PLAN, NOT WARRANTY as it is CLEARLY STATED, send out there broken product to be serviced and be one of those small chances that something got screwed up in the process, F'CKING GROW UP AND WAIT THE EXTRA WEEK OR TWO..its getting sent out for a reason, the service center is not next door..

-GET A CLUE

 

Now ill just have to wait for "that guy" to tell everyone that mispelt a word or something, so that MUST MEAN im a typical bone-head bestbuy employee right..

listen, i love helping people find what they need and helping people findOUT what new product there is and watching there reaction and actually purchasing it for there son/parent/whoever.. so dont come back telling me that im one of those disgruntled employees.. i just hate people who think there better than everyone else and think there the only ones thats ever had a problem in there life and that we have to stop the world for them, i would much rather have nine out of ten people walk out the store happy that they have what they want and got the service they wanted, then that one out of ten who was pissed off about something ridiculous or out of control NOT get what they want and leave the store and never come back..

screw you 1 out of 10.. work in retail for a weekend than best buy employees wouldnt have to waste our time with a 1 out of 10, we have to help the other 9 who have a CLUE..

IM SORRY I EVER FOUND THIS RANDOM WEBSITE
IM OUT

FROM,
GETACLUE

 

As a former employee of Best Buy, I have to agree with most of you. There was usually the only person working in the camera department until someone else came in. And i had to deal with customers in person and on the phone. Usually when the phone rings while i'm with a customer I tell the customer, "Here. Why don't you look at this while I answer this call," and hand them the camera. My managers didn't really approve of it, but what else can i do? Either you'd have the angry customer trying to get through on the phone come in the store and personally talk to you (which has happened to me), or you'd have the customer upset and kind of left standing there because you left to answer the phone.

We were also pushed to greet the customer as soon as they enter the department and sort of "stalk" them as they shop. If they were just looking, we say, "Mind if I look with you?" We had to exchange names and see if they've been to the other competitors. The manager would come up to me and ask,"What's her name?" or "Have they shopped at Circuit City?" like if it was our business.

Even if I had a $1000 sale, the "team" would come up to me and point out what i did wrong. I offer everything we had to offer: RewardZone, Best Buy credit cards, and the service plans. If the customer didn't want it, i left it at that. I may mention it again at the register, and tell them about the benefits. Sometimes they have a change of heart, and sometimes they don't. But that's all up to them. But my manager would always come up to me and ask why they didn't get the Rewards card or the credit card. Simple answer: THEY DIDN'T WANT IT. I never really received a "way to go on that sale" or
a "good job." Always criticism...everyone's a critic I guess.

But I do agree that some customers are hard to deal with. I had this family come to me. We were talking about some camera. When they asked about the return policy, I told them it was 2 weeks, which it was. What else could I do...lie? They got really upset at me. Cussed me out. I took it. They went to the manager who told them it was 2 weeks. They ended up buying it anyways. But the manager told my supervisor to "have a talk" with me. But he told me that I didn't do anything wrong and don't worry about it (which I already knew).

The thing that made me quit was one day I tried to get through the phone lines to call out sick. I was feeling like sh!t. When someone finally picked up, I asked if someone can fill in for me. I figured since I've done so many favors for them (worked about 7-10 days while this guy was "stuck" in Vietnam, which I didn't really believe; covered for this one guy when he had too many hours for the week; came in when my supervisor was feeling sick; covered for this other guy who got fired; closed with the new guy Charlie b/c he didn't know what to do, which wasn't his fault...just another favor I did for the "team"; stayed longer when they asked; there's more...) they could do just one thing for me. But what did I get? "All of us here are depending on you...blah blah blah...I thought we were your friends." I took a deep breath in and almost-almost-snapped on her @$$ (catch me in a bad mood and see what happens). Almost said what would've went down if we were really friends. Almost told her that if we were really friends, she wouldn't be using the "I thought we were friends" line. Almost exploded over the phone with all the favors I've done for them, but they couldn't cover for me one day?? But I didn't. That day I turned in my 2 weeks.

So, as a customer, before you start complaining, just think that maybe-just maybe-that that employee that you are speaking with, is being mistreated not just by you, but by the corporation as well.

 

I have to say...the best thing about working there was the discount.

 

A 32" HD tv was advertised for sale at my BB store. I bought it at what I considered to be a fair price. The next day, it was advertised on Best Buy.com for $300 less. When I called for an explanation, I was told to come in with my receipt and the web page printout and that the difference would be refunded.
Came in the next day, was given the run around by 2 rude empoyees who refused to believe the conversation I'd had with customer service. They walked away. I asked for the manager to complain.
He apologized, said he would order a TV at the sale price if I would pay for it. I said that I would come in the next day with the TV and return it for credit then he could order the replacement television. Came back the next day with my TV...was told that the one I'd seen on sale was a different model, that it was no longer available....did I want to upgrade to a more expensive model? After looking at the printout from the website, no one could explain how the sale TV was any different from the one I'd purchased for $300 more. Before I left the store, a salesperson came up and apologized...said that the sale TV I was looking for was only a "door buster"...that there was only one per store and that they were sold out in an hour. I believe this is called "bait and switch."

 

no its called "your a moron", model numbers are stated very clearly in store and online..how bout you make sure you know what your buying before you spend money on expensive shit.. and "door buster" is an actual retail term..

DICK

 

I have had a variety of experiences at Best Buy. I'll lump them:

BAD:
1. When I was helping my mother research to buy a new computer, we visited several stores. At Best Buy, we went straight to the department and looked around. Four staff members were standing at the end of the aisle talking. We saw one we liked and looked in their direction. Nothing. I waved. One rolled his eyes. I pointed to the computer and then to my mother's wallet. They laughed about something. Another customer came up and asked if we knew which computer was best and we said, "We don't know, no one will help us." The staff smiled at us. Finally I asked them if they worked there (as if the blue shirts and nametags wouldn't say so), they said, "Yeah," and kept talking to each other. A man walked into the aisle and the four guys were suddenly super eager to help him out. So we left and told the guy at the door on the way out that no one would help us.

2. We bought a microwave at Best Buy, with a four year warranty. After a little over a year, using it would start the smell of burning rubber and a little smoke came out. We took it to the store and were kept waiting, first in line, for 30 minutes. Finally a guy came and said he had to ship it out because they aren't capable of plugging in a microwave to watch is smoke. This process took another 15 minutes. Meanwhile another customer was talking to a Geek Squad guy about her computer and had apparently had to have her computer sent off FIVE TIMES for a defective cd drive. Poor woman. So we did without the microwave for almost two weeks. I went to pick it up and had to wait 20 minutes again because, out of the four computers in the Geek Squad area, only two worked (how's that for irony?). After 10 minutes of wrangling, I got the microwave and the repair sheet said there was nothing wrong with it. It smokes. But there was nothing wrong with it. And of course it still smokes. Since the microwave was bought with a gift certificate someone gave us we're going to just trash it and buy one somewhere else.

GOOD

1. Needed memory for my computer (this is about two years after the bad experience looking for a computer for mom). No other store in town had any in stock so I went to BB. The guy in that area fell all over himself to get me the right card at the best price and even managed to finagle a discount for me. I filled out a card saying he was very nice. The memory fixed my problems.

2. I needed a cable for some speakers and no other store had the exact right ones. I went to BB and the guy I ran into listened to me describe them and then personally let me stay and look at music dvds while he ran and got the cables, then shook my hand. I filled out a card for him too.

I've never called 888 Best Buy so I can't comment, but since I had a few different views I figured I'd share them.

 

I dropped my ocmputer off at Best Buy (Antioch TN, just outside of Nashville) over a month ago. I picked it back up at the store to find the CD writer didn't work--the next day the hard drive crashed.

5 weeks later BestBuy still possesses my computer. To recount, I dropped of my 'puter to get it fixed BEFORE the warranty expired.

Their service center twice left messages telling me it would cost me $474.07 (this number is etched into my brain) to fix the problem THEY caused. I went straight to the store. The Geek Squad basically told me there were sorry the computer now had problems the day after I picked it up from them, but those things just happen sometimes. I'M NOT EXAGGERATING OR LEAVING ANYTHING OUT. I DID NOTHING TO CAUSE THIS COMPUTER TO FAIL.

After I protested, angry but still polite, the Geek Squad manager, Tony, finally volunteered to escalate this problem to a higher group at the service center.

I later found out from that center that he had escalated nothing.

Two days (Friday) later I continued to get voicemails on my cell from their repair center, still wanting money for repair.

I shouldn't have to beg for help, it should be taken care of before I know anything is wrong. I called the store manager, Melissa M. and told her what was going on. She's failed to call me back the next day as promised, and then on Monday, as also promised. Both times I had to call and request her.

I can't believe how difficult it is to get someone to do the right thing. However, I finally was able to receive a call from their repair center yesterday. I explained the problem to that woman, Bobbie, and what had happened. She called back 3 minutes later and said it was taken care of, that the issue would be fixed and the machine returned to me promptly. Wow, 3 minutes. That's when I found out Tony hadn't "escalated" anything.

I still haven't been able to speak to the store manager about this since Saturday, but her time is nearing.

 

I dropped my computer off at Best Buy (Antioch TN, just outside of Nashville) over a month ago. I picked it back up at the store to find the CD writer didn't work--the next day the hard drive crashed.

5 weeks later BestBuy still possesses my computer. To recount, I dropped of my 'puter to get it fixed BEFORE the warranty expired.

Their service center twice left messages telling me it would cost me $474.07 (this number is etched into my brain) to fix the problem THEY caused. I went straight to the store. The Geek Squad basically told me there were sorry the computer now had problems the day after I picked it up from them, but those things just happen sometimes. I'M NOT EXAGGERATING OR LEAVING ANYTHING OUT. I DID NOTHING TO CAUSE THIS COMPUTER TO FAIL.

After I protested, angry but still polite, the Geek Squad manager, Tony, finally volunteered to escalate this problem to a higher group at the service center.

I later found out from that center that he had escalated nothing.

Two days (Friday) later I continued to get voicemails on my cell from their repair center, still wanting money for repair.

I shouldn't have to beg for help, it should be taken care of before I know anything is wrong. I called the store manager, Melissa M. and told her what was going on. She's failed to call me back the next day as promised, and then on Monday, as also promised. Both times I had to call and request her.

I can't believe how difficult it is to get someone to do the right thing. However, I finally was able to receive a call from their repair center yesterday. I explained the problem to that woman, Bobbie, and what had happened. She called back 3 minutes later and said it was taken care of, that the issue would be fixed and the machine returned to me promptly. Wow, 3 minutes. That's when I found out Tony hadn't "escalated" anything.

I still haven't been able to speak to the store manager about this since Saturday, but her time is nearing.

 

Best Buy needs to revisit their return policy and customer service. Circuit City across the street in Lafayette is opening their doors to alot of unhappy BestBuy customers and laughing all the way to the bank!! Hope BestBuy corporate office reads these comments on this website and is concerned that "hey wait a minute we are losing good customers" . I have purchased TV, Laptop, many,many DVD's and CD's /etc. By the way, while I'm typing this I'm on the phone with the Corporate office with Best Buy Customer Relations Dept. I Have been waiting 15 minutes 48 seconds. I think their phone is off the hook!! I'm hanging UP !!

 

Best buy was fixing

 

Final payment....on 6 month free interest. All of our first 5 payments...were no problem...Then our last one was mailed early and guess what happened. It was late and all the interest was accrued for the whole contract. What to do ? They did wave all the fees except for $33... Should have been $0.00. They made there money. Good luck to the next person buying this way.
Make sure you take your last payment in to a local store to pay your final payment on a contract like this one with free interest.

 

Going on 2 months waiting for our 61" samsung TV to get repaired. Still in the shop. Best Buy- Worst service I've ever seen. Never again will I buy anything from Best Buy. Samsung TV isn't getting a very high rating also.

 

Best Buy Customer Service sucks! They do not have enough people to fix all the problems the products they sell have. My refrigerator (less than 4 months old), both freezer and refrigerator sections, has been out for more than 10 days now and still do not have a resolution. The parts took more than a week to arrive and then I go down in the list to schedule an appointment to get it fixed.

It is absolutely idiotic the way the customer service operates. Cannot talk to anybody who has any iota of authority to make decisions.

Don't buy the extended warranty and expect any service soon. They take their sweet time to get your equipment fixed.

 

Bought home theater system last year for family Christmas gift. We rarely used it because we really don't watch much TV, but thought that the system would be nice when we do. Last night we put in a few Christmas CD's to listen to and it quit working. Hubby took system back to BB today to have repaired. Oops, guess we are about 2 weeks past our 1 year warranty period, of course they wouldn't even consider repairing it. After reading many of these posts probably wouldn't have done any good anyway. Yes BB's customer service sucks. Luckily I have choices and will be off to spend my money elsewhere. I LOVE Costco's return policy and they carry QUALITY merchandise.

 

As stated before, if you are polite, kind, and patient, we will help you in any way we can. If we don't answer the phone, it is usually because we are completely swamped! Do you realize how frustrating it is when you are trying to help a customer in real life, and someone wants to shop on the phone? That's why we have the store, or Bestbuy.com!

I had one guy buy a Television from me not to long ago, we didn't have it in stock, and I was busting my butt trying to get it DELIVERED to his house the NEXT DAY, so that he could watch the big game. It ended up taking me an hour, but I got it done. He chewed me out for 10 minutes about how I took to long. Mainly because I was ANSWERING THE PHONE. Also he was mad about the "Add On Sales" I was trying to do. I don't get commission. When we "Add On Sales", like HDMI cables, Power Centers, or Service Plans, we do it to help YOU. That's my job. I try my best to excel at it. I can only do so much.

If something is getting serviced and it's taking forever, don't blame the In-Store employees!!! We can do nothing! It is not our fault if something breaks and it is taking a while to get a part in!

All in all, just please be kind to the employees, a majority of them (including me) want to help you. Please let us. I do know it's not the same for every store, but come in to the one in Edmond,OK and I'll take care of you.
-Kyle

 

Since September I've been trying to get the battery on my Gateway laptop replaced. Within a month it started failing, and the response I got from Best Buy (after buying the 3-year plan), was to call the Call Center. The answer I got from them was that the battery was too new to be in their warehouse. I then went back to the store and was given the run around, being told once that the battery was in Europe. I looked online and found that the battery was readily available, so I went back to the store and found a sympathic custome servie rep who called. She was told the foudn a battery and would be sending it out that week, they asked for me e-mail so they could tell me when to expect it. 2 weeks later still no battery, so I went back to the store and went back to the same rep who called again, then said she would send it further up the line, that was over two ago and still no response. After Christmas, I'm contacting the Attorney General's Consumer Protection Division and filing a complaint. Maybe they'll listen to the State.

 

haha, all of you can complain about Best Buy as much as you want, but the fact of the matter is, at Best Buy we are the best at what we do, Best Buy is the #1 electronics retailer in the world for a reason, as we continue to crush the competition and grow rapidly, you will begin to notice Circuit City locations being boarded up, as this happens try Best Buy again with a clear head because we are all about pleasing our customers. We practice a little something called "Customer Centricity"( customer at the center of every decision we make. you dont even realize it but each individual store tailors to the most dominant demographic in the stores area ). If you have ever come into one of our stores during the holidays, you would see how busy we really are, the customers that are in our store have made the trip to come into our store to get what they need, if any of you were in there getting helped by a Blue Shirt, and they continiously walked away to answer the phone which by the way is usually to just to answer some pointless question, you guys would be very upset. So that being said, when you come into our stores ecspecially during the holidays, you all need to realize that it is the holidays, there will be lines, there will be waits, stress levels will be high, BUT, if you come in with a good attitude and show that you are being patient, I PROMISE you will be greeted with a smile and have an awesome experience. Now, if you will excuse me im going to purchase some more Best Buy Stock!

 

In reply to Dale, Best Buy is doomed due to it's lack of customer service. I won't go there any longer due to one horrible experience that Best Buy could have easily resolved but instead wanted to call me a liar. But you know the real problem is not that your customer service stinks it is that Wal-mart is entering the electronics market big time. Before you were pretty much the only game in town, now I get to make a decision. So let's see, both places have poor customer service. The 16 year old at Wal-Mart knows as much as the 16 year olds at Best Buy so how do I make my decision? Very easy, price. Sadly, Wal-mart will devour you when it comes to price. So continue to be arrogant at your success and soon you will be second rate like the other major retailers are now.

 

I recently came into the store to buy a movie as a cristmas gift. The store associate told me I would receive it the following day, since I was paying overnight shipping. Wrong i did not receive the movie untill 4 days later. I am on the phone right now as I am typing this comment. I have been on the phone for 32min and still holding. I have called several times and havent been able to get through to a supervisor. All I want is my money back on the shipping. I was promised overnight shipping and DID NOT GET IT. SHOULDN'T I GET MY MONEY BACK ON THE SHIPPING? Wow an operator just finished telling me 38MIN is not bad... CAN YOU BELIEVE THIS????

 

i bought a microwave 4 years ago, it has been repaired by best buy every year..this year best buy claims the microwave is not covered..and was never covered..they have sent me on a wild goose chase to get an answer..i have a document that says the micro is covered...i will bring them to court and let the judge decide!!!!

 

I'm generally satisfied with transactions in-store at Best Buy. For the most part everyone is nice. However, I dread having to call them on the phone. It doesn't matter whether it's Christmas or not, the phone systems seldom work right, phones don't get answered, or recorded messages hang up on you.

I mentioned to my cousin that I was going to call around to see if any stores within 40 miles had the PS3 now that it's the week after Christmas. That's a bad situation already, but to my surprise he said "why bother? You can't get through to anyone anyways." For the most part, I agree.

I called 6 Best Buys in the last 2 hours. Three of them say "press 8 for information on Play Station 3." Pressing 8 just makes the phone system repeat itself and state again that pressing 8 will get you PS3 information. In those stores, I continued past and tried to get customer service. In two of the stores the line just rang and rang and no one picked up. In the third, someone nice did pick up and transfer me straight to the department, who helped me promptly.

At another one I got the department, but the guy put me on hold and forgot about me. I heard him talking to a coworker about a hot customer he helped a little while ago. Apparently, she had a nice arse.

Another one dropped my call three times while working through the phone system. The final one never picked up when I tried to transfer to customer service.

If staffing really is an issue, as others have said above, it is shameful that Best Buy doesn't hire more phone support staff in-store. If I have another round like this, I won't be trying to talk to them anymore about my purchase. I'll buy it from someone else and will be reluctant to try them again in the future.

 

Been dealing with the Indian call center on a web order that got messed up. After several calls and a couple of calls begging to speak to someone in America that could actually solve my problem, I'm giving up. Circuit city, you've got my business from here.

 

In August, 2006, I bought an Insignia (Best Buy own brand) receiver on the strong recommendation of the sales clerk. In December, 2006, the receiver literally blew up. When I returned it the store, the Customer Service Representative Amanada said, "Well, you didn't buy the extended warranty and our warranty is only for 30 days so you are just out of luck."

I left the receiver on the counter and bought a Sony 800 from Circuit City. The Sony has a TWO YEAR warranty.

Moral: Buy at Best Buy at your own peril!!

 

I think all of you are a bunch of whiny bitches.

 

Best Buy has the WORST customer service (call center) I have ever encountered !!

 

The Best Buy store I usually shop at is the Mall of Georgia location. In the last year and a half I have purchased from this store the following items. All costs are approximate at the time of purchase.

HP Deskjet 3820 $150.00
Epson R300 Photo Printer $200.00
Epson R340 Photo Printer $200.00
Sony Vaio computer $1300.00
Sony Dsc75 Digital camera $650.00
Sony DCRTRV330 camcorder $1200.00
2 each Nikon D70 digital cameras $1300.00 each
Extended warranty for both cameras $300.00 (150 each)
Toshiba 19 inch flat panel TV $350.00
Toshiba 42 inch plasma TV $2600.00
Extended warranty for the plasma TV $150.00
Sony projection TV 50 inch $2000.00
Extended warranty for TV $150.00
HP laptop computer $659.00
Cannon SD 600 $214.00
Bose GSX series home surround sound system $2200.00

All together this comes to a little over $13,000.00.

This past Sunday 12/31/2006 while watching a football game on my Toshiba plasma TV (LESS THAN 1 YEAR OLD) the screen went black and the power button started flashing. I turned it off and turned it back on but it would not power up. I called my local Best Buy store and it took 6 calls before I could actually speak to someone, their phone system after putting you on hold would hang up. Anyway I asked to speak to the manager who told me to call 1-888-Best Buy. I called that number and after going thru the drill of entering all the info they wanted it told me they were closed! Go figure, why not just say that up front?
The next day I called again and after going thru the same version I spoke to a woman who told me it would be January 10th before someone would come to my house to service my TV. She apparently thought that was funny because when I complained about the amount of time that it would take and she started laughing.
I got my neighbor to help me lift it into my vehicle and I took it to my local Best Buy store, the manager there simply does not understand good customer service. He filled out a ticket and told me that in about 2 days they would send it off for repair, when I asked how long it would take he said "Who Knows".
I tried calling Best Buy corporate offices and was immediately transferred to ......Guess what 1-888-Best Buy, The same people who gave me the long wait time.
To make a long story short if I had bought the TV at Wal Mart I could have simply taken it back and got my money back but since I didn't, I'm stuck with Best Buy's excuse for customer service.

I just want someone to tell me why you treat customers this way. I realize I am not the largest purchaser of electronics at Best Buy, I also know that I am nobody special to your company, however I have purchased quite a bit dollar wise in this local store.
This TV was less than 1 year old and the correct way to handle this would have been for the manager to have simply let me return this TV and given me a new one. That is the way most retailers would have handled it.

 

I got a 3 yr service plan on a laptop that I bought from Best Buy. I have needed it twice now. The first time to replace where the power cord goes in -- that repair took about 3 weeks.
The second repair took 4 weeks for a LCD inverter repair (screen).
I'm glad I got the service plan (the computer cost about $1400). The repairs were done but service is really S L O W.
I've decided to only buy laptops less than $500 -- these are now equivalent to my 2 year old $1400 model. I will buy it online with a credit card that will extend the manufacturers warranty to 2 years --no more $300 service plans.
I will have two $500 laptops-- one for back up if the other one has to be sent out.
I'm also going to buy from an online store where i don't have to pay sales tax.
So even if I buy a $500 laptop every two years (with a 2 year warranty) I will still be ahead of buying a $1400 laptop plus a $300 service plan/ 3 years.
BestBuy, I wouldn't be taking my business elsewhere if you weren't so SLOW with your repairs.

 

Some Best Buy employees in Jacksonville Florida are incompetent. I dropped off my digital camera (which was a replacement camera because the original camera broke also and since we had an extended warranty we were able to get a replacement camera) to get fixed and the girl at geek squad said that it will be sent out to get repaired and to give them 21 days to get it fixed. I waited 23 days to call and I was told that the warranty was for the original camera purchased so they had to send it back again with the correct warranty for the replacement camera. This was around Oct 20th 2006, it is now Jan. 2nd, 2007 still not have the camera.

I went there a few days before Christmas to talk to the people at geek squad because my camera had been there for over a month. I tried to get a refund or a loaner camera. I was told by a supervisor that once its been fixed, he will give me a call and he will ship it to me over night. He said it should be back within 5 business days. I was going to be gone from Dec 21-Jan 1. I never got a call. I went there today to find out what is going on and the supervisor was not there. I talked to another supervisor and could not really help me. I lost my trust to Best Buy because i feel that their employees are not very well trained. This whole thing could have been avoided if the girl from geek squad had told me that after it was replaced, the warranty gets voided out. But yet they still sent out my camera and i waited and still waiting. They gave me false hope, and they lied to me. I feel that they had taken advantage of me by not doing anything about the camera and lieng to me. I am still waiting for the camera. At this point, I lost all my patience. NO MORE BEST BUY...

 

I am frustrated with Best Buy. I bought 2 Ipods for Christmas from Best Buy. They had a promotional offer of gift cards with your purchase. I was to receive 2 gift cards in the amount of $20, and $30. I received the ipods but no gift cards. Upon contacting the company, I was told that since I did not "click" on the free gift card offer that my purchase did not qualify. There were no instructions to that effect. Has anyone else out there had the same experience with deceptive offers by Best Buy??

 

Am I the only person who's never had a problem with Best Buy? I shop there all the time! Maybe I just research products better...or something? I just finished an application to work there. Retail does suck but sometimes a college student has little options. Hopefully it's not all that bad.

 

I cannot begin to discuss my dissatisfaction with the service at Best Buy. I have been dealing with a Samsung digital camcorder that never worked correctly from day one.

To their credit Samsung has been trying to do the right thing, but Best buy is holding them hostage, as they probably many of their vendors.

After reading all of the complaints, I am now totally convinced that best buy is buying manufacturers rejected products and passing them off as "passed quality control".

Let's face it, it's a numbers game.
Most people don't have the strength to complain or defend themselves. My experience with the Store Manager (Amber) at the Pratt Street in Baltimore is this; She has obviously been trained to back the customer down, and to communicate in a subtle way that BB could care less whether you spend more money there or not. They have my money therefore, mission accomplished.

To understand why this model is working so well you merely have to analyze their Best Buy's recent financials.
(a) They had the best December on record this year.
(b) They are going to pay out a .47 cent dividend to their stockholders this quarter.
(c) Their line employees are the worst paid in the industry.
All, a great recipe for increased profit, and maximization of shareholder value, albeit short term.

BOTTOM LINE
They numbers are in their favor. They are winning, and the customers are losing.

PREDICTION - Prediction - It will probably take 8-10 years but I predict that BB will experience the same fate that as the Chrysler before they where bailed out by your tax dollars and mine.

THIS WILL BE AN AWESOME CASE STUDY FOR MY DOCTORAL THESIS
"BESTBUY/WORST SERVICE, WORTH THE TRADEOFF, I DON'T THINK SO."

MY STUDENTS WILL BE QUITE INTRIQUED GIVEN THEY FREQUENT BEST OFTEN AND WILL EVENTUALLY EXPERIENCE THE PRACTICAL APPLICATION OF WHAT MANY THINK IS A MERE THEORY.

My research and this website have given critical feedback that will substantiate the result of my 5 year findings. I welcome any feedback from fellow economist. I also welcome feedback from Best Buy Corporate to discuss my findings.

 

Best Buy is terrible. They have a concept store in Chicago (Escape) I wanted to exchange a gift bought there but they did not have what I wanted. They said they would get it in a week and, if not, they would refund the money. Came back a week later, they don't have it, they are closing the store and won't get it and they won't give me the money back (though they will credit the account it was purchased under- not helpful as it was a gift, why would I want to credit it back to the purchaser?) I called customer disservice. They actually told me I have to go to the Escape Store, return it, get a gift card, send the card to Best Buy corporate and wait for them to send me a Best Buy card. Besides the hassle (and my concern I would never get anything back) I do not want to benefit these people at all. Do not shop there. They have no interest in customers. I also suggested to them they take some customer service tips from Nordstrom, a much superior organization.

 

Just to give a heads up When your offered a PROTECTION PLAN, GET IT. You all bitch about people trying to sell you one but im sure your one of the customers ive seen at the Geek Squad wanting to fix your piece of crap you broke nad you have no extended warrant. I personally dont make and extra money off selling it to you. and if your worried about calling a store and no answer, Quit being a fuckin lazy ass and drive to a store. Fuck never seen such ridiculous comments in my life. LAzy fuckers

 

Angela,
I read your statement and in agreement with most of what you stated.
But, there are a lot of overseas people who say more "thank you" and "please hold a minute" then actual statements of help.

Since you are a manager for a call center, maybe you can comment on this recent happening:

Purchased a computer in December/2006. Two weeks in the running, tower failed! Called service, spent three days (from 9:00 pm to 1:30 am with broken english guy named JIM who finally wanted to send me a refurbished unit in five days! I called Best Buy and manager said to take it down to his outlet and I did. One week later, similar problem experienced and contacted service with same results except this had to be handled over the phone and not at the Best Buy store. I wound up paying shipping for a new modem that I had to install myself after calling for assistance when the modem was received and system works fine. Now, hooking up phone/fax/scanner, two days in use, it too went out. Called HP and they sent me a refurbished unit! During these events, at the store, I addressed the special price and rewards with him and he added the program to my slip of sale. It took a friend to tell me I had to apply for it at the counter when paying for unit! I called store, explained I was not told this till that time and they obliged by reapplying purchase on another code, I signedmy name and got the reward system.

Bought another unit complete and used the reward card about two months after the first series of problems on my original purchase, was fixed. Both were paid in two months of purchase and started to receive dollar off cards if buying $100 to $150.00 mimimum cards but did not use them and discarded. December rolls around and I realized I never received any reward dollars due to the amount of points accumulated for the two purchases paid, so I called rewards and got a message that they were sent to me in groups or increments!
I said that I only received sales incentives and never had any reward dollars. The rep put me on hold to check something and got back saying that no rewards showed up being used and he would reapply $60.00 back into the system and thanked me for my patience. He also told me to check back on the rewards site within two weeks to down load the coupon. During the two week deadline to check, I saw nothing on site. Called the rep again and a woman was checking and said it would now take an additional two weeks for it to show up on my site.
Today, I received an email from another lady named Vallery from customer service and said that once the rewards were sent and the deadline for use was not used, they were discontinued and cannot be ordered again, so that is that. I wanted to call the main phone of Best Buy with the hopes of getting intouch with a manager or official that can review this incident and hopefully reactivate what was discontinued. Any suggestions on a phone for Best Buy, or what state are they in so I can possibly check on obtaining this number.

thanks, Ed

 

On Dec. 23rd 2006 my significant other and I purchased 2 TV from best buy, 1 was in stock 1 was not, close to 4 k worth of TV's and service contracts, we took 1 home that night, on dec.24th Christmas eve we decided not to get the one that was not in stock but was paid for, so we went to exchange it, but the girl messed up and returned it instead, however the credit takes a while so when we went to pay for the exchanged TV with the debit card we were told we were over our spending limit for the day or something with 3.5k on hold. So we used the credit card... 1549 for TV and 299 for extended service, don't forget uncle sams cut. We got it home opened it up and the glass was shattered...spider cracks on the top and center only, but all I saw was a shattered TV at the time. It was Christmas can't let it get you down especially when you have a 5yr old son to make happy, it was still a sad day, after all I can return it on the 26th its not like we broke it in any way. On the 26th as I stood in the store lobby close to tears, angry that this manager was telling me that there was nothing he was going to do, return or exchange, he even told me I broke it, or dropped it or something like that. And very rude to me that I would dream of asking for his name and the number to customer service. A little bit worried at this point I am calling customer service from here I know its just a misunderstanding on his part, so while I was on hold with customer service he called the police to escort me out of the store. After getting home and finally getting threw to customer service to no avail I have contacted every possible source legal I know of or can find I have moved on to the media, even had a television interview, the newsman even said on the news I was on my own with best buy per corp. in a phone call (personal call from the reporter) he told me of similar reports to best buy but the people who reported the similar problems had all said they had dropped the TV I never dropped it! But the guy from Best Buy would give me a call... That was 3 days ago. My girlfriend was there with me from store to house we have been together for 5 yrs, just bought a house together 4 days prior to buying the TV. I have contacted media all around the us its a good tell us your worst shopping experience story, or the nightmare before Christmas story If I have a case great, if I don't at least there is 1 more person who possibly will not make the mistake of a purchase there. I think that's it. Oh yea the kid brought the TV from the back on a hand truck on its side there is video of this for now, until it is erased... Thank you for your time, Sincerly

 

About three weeks ago my mother brought her laptop in for repairs. The Geek Squad told her that it was going to cost two hundred and fifty dollars to re-install windows. (Windows takes 20 minutes to install & she had already purchased the copy) I'm not sure why it costs two hundred and fifty dolars to install soley windows. She paid for it because she is a very trusting women and not very electonically inclined. A week later she complained that the keyboard was not working. She took the laptop in and they called her back about 10 days later. The geek squad told her that the computer had water damage (which is not covered under warranty) and she would either have to buy a new one or trash it. So like most trusting customers she went out and replaced the 4 month old laptop with a top of the line brand new laptop. The buying price of this computer was around twelve to thirteen hundred dollars.
The following week I came into town and heard about the situation. I asked Best Buy to have the broken computer back and after maybe two weeks of bumbling around it turned up. I took the laptop home, saw that it had the trojan virus, removed it, and in the ten minutes of having the computer home it was running fine. The geek squad (best buy) had told my mother that the computer had water damge just so they did not have to pay for damages. Which in this case there were no damages before she sent the computer in. (Just a nasty virus which they should have detected) I also noticed that the computer case was still half open and there was something rattling around inside the computer. I opened it up and they had ripped a mounting bracket off and left it inside the computer with screw still attached. This in a matter of time would have shorted out the board. (Destroyed the computer)
In conclucion I'm furious with Best Buy and the Geek Squad. There is no doubt in my mind that they took complete advantage of a sweet women who knows nothing about computers. Furthermore, instead of assisting with the problem they just created more. My guess is that this happens all the time and that they are making a killing off people like my Mom. I really hope to stop this and will do anything I can to shed light on the problem. These guys are crooks.......

Sincerely

 

I have never in my life had worser customer service then this. I was promised a callback as I never received the promotional items listed in the offer for a digital cam. The digital cam arrived damaged and I returned it on dec 14th 2006 and I am yet still to receive my refund. They keep telling me I received it. Furthermore, it would be nice to have an "english speaking person" on the other end. I got told these things....

Customer service rep:

I will send this to a special department that handles this,they will call me back within 48 hours (never called back)

Customer Service Manager:

I am taking this in my own hands I promise to call you tommorow..(never called back)

Customer service rep:

I am sending this on to the Credit Departments special team they will call within 48 hours...(never called back)

Customer service rep:

Why don't you just stop calling us. You never paid for this camera! Just leave us alone! (I did not now Best Buy gives out free digital camaras....hmm)

Manager in Minneapolis Headquarters:

The money got deposited it will show in your bankstatement within 72 hours.....(never received it)

Customer service rep:

The supervisors are all on the phone and can't talk to you(after 70 minutes of trying to explain) And the Managers do not take phonecalls.

I called back the Minneapolis Headquarters and asked for the manager I spoke to before:

We have never heard of him here.

Now they want more faxes from Bankstatements all over again which allready I have paid $15.00 in prior faxes for their mess up. Furthermore I had to call numorous numbers that were not Long 800 numbers. I wrote the BBB and the Chairman of the Company. The only response I received was from the BBB. Today I received an Email from the manager in Minneapolis Headquarters telling me to fax this by 01/12/2006 or the case is closed! How dare they do that! I want my money back! That is all!
Here the mail I got:

In order to get this situation fixed up could you please fax in a copy
of your bank statement showing the dates from the 12/13/06 till
01/09/07. This can be faxed to 1-888-228-5254 attn: Sandee. It needs to
be faxed in by 01/12/07. Or this case will have to be closed.

Sincerely,
Sandee

Best Buy Customer Care Team

------------------------------ --
I called them every day so far and most the time it took over an hour to get to someone. I faxed in everthing I am at ends wit.
I am thinking of getting a lawyer,
Sonja

 

To whom it may concern,

Last Monday 8th of January I went to the following store and was hosted by Solange in the computer department.

GARDEN STATE PLAZA ROUTE 17 S

PARAMUS, NJ 07652

Tel: 201-5561321

After attempting to build an effective customer-seller interaction, Solange's impatience to my queries about computer (un)availability resulted in a regrettable response:

"if you want, I could check on your face"

Her general rudeness, lack of manners and absence of finesse is a sincere insult to BestBuy's reputation for first class service.

Her response was indeed upsetting. She is an embarrassment to your reputation.

The result of her attitude is that I went to Circuit City and spent an amount of money that would have otherwise been BestBuy's.

I really regret that the aforementioned employee has failed miserably to gain anything from BestBuy's award winning customer satisfaction training programmes.

 

I had good service at best buy when I bought an expensive camera from them. I also had great service buying online. Buying my car stereo from them was another issue. They cracked my dash and hid the crack with a plate, saw it a few months later when the plate fell off

AND then they did not install the main part of the radio- the selling point of the radio was being able to play an ipod through it- they didn't install it and said it would cost extra (was supposed to be free install). Geeze- the big selling feature in the store was that part of the radio. Didn't have time for them to pull everything out and fix it. SHould have had them remove the stereo and get my money back.

I would never buy or have them install a radio in a car that I cared about.

 

First of all, I'm glad that there is a site like this.

Ok,
My experience with a bestbuy.com customer service person a few days ago in regards to an online purchase is probably the worst CS experience I've had (serious note: ever!).

It all began with a teenager who clearly didn't listen to my issue. He only asked for my order number, full name, and credit card number (wtf?). Obviously, I didn't give him my CC# since I knew it was not necessary. Eventually, after waiting a few minutes with him mocking my first and last name, he found my case # and just said, "call later" and hung up.

Great....

Good job BB. If I only knew beforehand that your CS department is so helpful, I would have bought millions of dollars worth of overpriced electronics.

 

I like bestbuy. I scam it very often. I purchase broken stuff on ebay, and a working electronic at bestbuy, switch it around and return it no problem. I have never had any problems other than being asked for my phone number.

 

Here's the body of a letter I just sent to Best Buy's CEO. I now realize I've wasted my time and ink. So, here's yet another tale of BB outstanding customer service.

122706 I drop my laptop off at the Best Buy West Hollywood store. The estimated return date is 010807.

010807 I call the West Hollywood store to get information on computer. Holly states she will call back in 45 minutes. She doesn't call back, I go to store at 3 p.m. because nobody answers the phone at the West Hollywood store. Holly states she will call me back first thing in the morning. She has never called back.

0109087 After repeatedly calling the West Hollywood store with no answer, I call Best Buy Customer Service. Darla states the computer is being shipped back and it should be in the store by 011207 and to call back then.

011207 After not being able to get through to the West Hollywood store, I call the Atwater Village store to see if they can help with service order. I ask for a manager but never get to speak to one; he stays in the background giving directions. Armand says the Atwater Village store will call the West Hollywood store and have the manager call me. I never receive a call back.

011307 I call Best Buy Customer Service and speak to Nicki. She states she will call the manager at West Hollywood store and have them call me. I never receive a call back. She states I can use x2180 to get through to the store.

011507 I call West Hollywood store using x2180 and get someone named Smitt. He cannot get the Geek Squad to answer the phone and keeps sending me off to voicemail hell. I give up at the store level, call Customer Service, ask for Nick and request a call back in her voicemail. I never receive a call back. I call Corporate again at the end of the day. Homer says only that the computer has been shipped out. I ask for a Supervisor and speak to Shirley Renkert at x20115. She states FedEx tried to deliver my laptop to the West Hollywood store on 010907, 011007 and again on 011107. There is no answer and the computer has been returned to Hewlett Packard. Shirley states she cannot get a response from the manager at the West Hollywood store and since she leaves in 40 minutes, she'll email the manager and call me in the morning with some resolution. I ask for the regional manager's name and am put off.

011607 I call Shirley at leave message in voicemail at 10 a.m. I never receive a call back. I call Corporate again at 12:15 and end up speaking with Eric at x20056. He says Shirley may not even be in, he sees the computer delivery was attempted 5 times and he will get computer sent back to West Hollywood store and it will take an additional 3-4 days. I again ask for the regional manager's name and am put off.

 

I have recently become victim of a Best Buy Scam. See the entire complaint with images from the following link. http:// bestbuyscam.blogspot.com

Or, I guess I could just post it...

------------------------------ ------------------------------ ---

Denver CO 80210
January 16, 2007

Best Buy Corporate
Dear Best Buy Corporate,
I have just been victim to just about the worst example of customer service that I have ever experienced and unfortunately I am forced to write about this very unprofessional and legally questionable experience.

Because of the low prices, I have decided to purchase a new large screen HD television for my living room. After shopping around for several days and speaking to many sales reps I decided on a 61" JVC HD-ILA Projection TV Model: HD61FN97. My sales rep, Cory, pointed out that one of the great benefits to purchasing this TV from Best Buy was that this model came with a "Free JVC Stand (RKCPRM7)" and that Best Buy was offering a $500.00 instant rebate as well. Just like Cory stated, the Best Buy ticket promises a "Free Stand" with purchase and shows the "As Advertised" price of the T.V. for $2649.99 and $2149.99 after instant rebate. I decided this was a great deal so I paid cash and had the television delivered to my house later that day.

The television was delivered on time and the delivery personnel were prompt and professional. After they sat the TV down on the floor the delivery person asked where we planned on setting the unit. I advised him that the purchase was to include a free stand but to no avail the driver didn't have it on the truck. Not a problem, Best Buy is 2 miles up the road I can go get it.

I walk into Best Buy store #211 4011 E. Mexico Ave, Denver CO 80222 and go back to the Magnolia Home Theater section and spoke to the person behind the counter. This gentleman was very friendly and we explained to him our situation. He hit a few keys on his keyboard and then told us that they did not have any in stock and I would need to go to the warehouse (40 miles away) to pick it up. He proceeded to call a manager over to assist with setting up the transaction.

This is where for the most part my very positive experience turned quite ugly. The Assistant Manager by the name of Rinad Abdul came over and was updated as to the situation. She examined my receipt as well as the flyer posted on the TV for several minutes before telling me that unfortunately Best Buy would not honor the free stand offer. (Image links will be provided at the end of the letter).

I advised her that it was false advertising to make an offer on a posted flyer and then not honor it. She proceeded to explain that I received a $250.00 credit because I opted to receive the "Home Theater Setup" which was an additional charge of $200. It appears as though when a customer opts for this service, Best Buy applies an internal discount and the Television rings up for $1899.99 and then an additional $200.00 charge for Home Theater. Ms. Abdul explained because the television did not ring up for the advertised price that Best Buy would not honor the offer.

Unfortunately at this point our conversation got a little heated as I explained to her that it wasn't my problem that the charge didn't ring up in the system correctly. One of the reasons I purchased this television was because of the free stand that came with the purchase.
I told Ms. Abdul that this was unsatisfactory and that I would need to speak with her manager. She advised me that she was the manager and point blank Best Buy will not honor the offer. I again asked Ms. Abdul for her manager and she proceeded to tell me I could call the Corporate Customer Service telephone number. I told her again this would not be satisfactory and I wanted HER manager's name and number.

She advised that she IS the manager and if I wanted to speak with someone else I would need to call the 800 number. .
As I told Ms Abdul that, No, her manager would actually be the District Manager. But she again refused to provide to me any information. As I looked at Ms. Abdul's name tag I noticed "Assistant Manager" as I pointed that out I asked her again for her Store Manager's name and number at what point she refused to give that information. I find it quite unimaginable that an Assistant Manager would not provide the name of the Store Manager when asked by a customer who has just spent over $2000 on a purchase. But without fail she did not budge. Ms. Abdul again advised that her manager was the customer service telephone number that she had already provided.

By this point several other employees had gathered and some where in the exchange of words I pointed out that this could potentially lead to legal issues.

It was at this point that, until now, an unknown employee spoke up and told me if I was going to threaten legal action then he would be forced to ask me to leave. I explained to him that I was not threatening legal action but that Best Buy was legally obligated to provide the stand as the posted advertisement did not contain ANY restrictions to receiving the stand.

The Geek Squad employee (Marc Barela) again spoke over me and told me I was becoming hostile with his associate and that he was going to have to ask me to leave if I was going to be hostile or threaten his associate.

From this point forward I never heard a word from the Manager Ms. Abdul. Mr. Barela from this point forward led the conversation and was rude, unprofessional and kept telling me that I could leave the store and call the 800 number if I wasn't happy with my purchase. I'm not sure how Best Buy works, but in my company an employee of a division NEVER goes and interrupts a dispute between a manager and a customer of a separate division. That is horribly unprofessional and to be quite honest unacceptable. To make matters worse, Mr. Barela continually referred to the manager as his associate.

By this point Mr. Barela was not allowing for any further discussion between the manager and I and it had become quite obvious that this situation was not going to be resolved in the store. I proceeded to gather all the documentation for my transaction as well as the names of the two employees who had been so rude and unwilling to assist. As

I asked Mr. Barela for his name he replied with a very smug and pompous comment "Make sure you note that Barela only has 1 "L". It was at this point that I left the store quite upset.

I am very upset with this transaction as I feel as though I have been a victim of a false advertising scheme that Best Buy operates. Had I not opted for the additional service that Best Buy provided then I would have received the TV stand without any issues; It is only because I purchased this additional service that Best Buy altered the price of the television. No where on my receipt or the posted advertisement for the television does it say this exclusion. Nor did our sales rep ever advise us of this or any exclusions with this offer.

Also, I feel as though the management staff was horribly unprofessional as the Assistant Manager was rude and refused to provide the name and or number of the Store or District Manager as well as offered no resolutions to my issues other than "No, We won't honor it".

I also feel JVC should become aware of this practice as this Best Buy scheme is having a poor showing for their company as well as possibly violating contract agreements.

Additionally, the unprofessional interruption by Geek Squad employee, Marc Barela, worsened the situation to the point of no return. I can't understand why this manager allowed this employee from another division to interject into the conversation and then allow for this employee to completely disrespect and belittle a very well paying customer.

Furthermore, the failure and blatant refusal to honor this offer is probably legally questionable therefore I have no choice but to inform certain oversight officials such as the: Federal Trade Commission, Better Business Bureau and possibly others as to the existence of this practice.

I would expect to receive a very prompt response as well as a timely resolution to this issue. You may find images of both my receipt as well as the advertised flyer from the store from the following internet links.

Advertised Flyer:

img120.imageshack.us

Receipt for payment:

img120.imageshack.us

Regards,

Jorge U
Phone - (303)***-****
Email ********@hotmail.com

cc: Federal Trade Commission
Better Business Bureau
Attorney General - John Suthers
Geek Squad
JVC
Tom Martino - Fox 31 News

 

I say its hard to please ppl and half of you guys come there and act like you are better then them anyway. I mean you never know what the last customer did who what happened to that person earlier.Its hard working in customer service when you have ppl who have sticks up there ass who take every little thing to the heart or when you have a problem like when something you paid for should have been there you guy take it out the cashier who doesnt have nothing to do with that.I mean this is life just get over it. Just how you guys say these ppl take it to their hearts....you guys are doing it or this site wouldnt be up..this go back years.....c'mon ppl get a life here

 

I am EXTREMELY FRUSTRATED with my Best Buy purchase!


11-17. I specifically purchased a television from Best Buy online although it was the same price as Circuit City because I felt Best Buy offered the better Holiday promotion- a $400 massage chair. At the time of order, it did not say the chair was on back order and said that the chair would be delivered on 12/5- in time for Christmas (as this was going to be a Christmas present).

12-6 I receive an email saying the chair is on back order and every effort will be made to have it delivered by 12/24. It also mentions my other options:

* Finding a store in your area with the item in stock
* Selecting a similar item that is available for delivery by December 24

12-6 - 12-20. I call Best buy several times between 12-6 and Christmas, to follow up on my other "options" only to find out that those options really don't exist, but that my issue will be forwarded to a special department that is supposed to contact me, but never does. I realize I am not going to get this chair in time and instead purchase a different Christmas present.

1-10. I follow up on my order and realize the chair order status has been changed to cancelled with out any notification. They say it was an error, the chair order will be reinstated, and it looks like the order will be fulfilled in the near future.

1-28 I check the status of my order and realize it has been cancelled again, without any notification. Again.

I believe that if the chair had been on backorder at the time of my initial purchase, it should not have allowed me to include the chair in my purchase, nor should it have provided a 1 week delivery date. Would this information have been provided to me at the start, I would not have purchased this television from Best buy and instead would have purchased it from Circuit City and received their gift card promotion.

It has been 2 months and I am extremely frustrated with the lack of accountability and responsibility with resolving this issue!

 

I could not believe Best Buys Return Policy. I know what their "policy" is now, but some things have to be taken into consideration. After purchasing a $99.00 item that was un-opened because my son wanted something different, I went to my local Worst Buy in Auburn Hills, MI. I was two days late on returning the item...32 days vs 30. Manager Derek tells me that "There has to be a cut off somewhere". I said...you would rather lose a customer then give me a credit on an un-opened item (had reciept). Derek says he is "sticking to the company policy". I advised Derek that I would no longer do business with the company. His reply was a sarcastic "Have a nice day" as I was walking out. That outraged me more then anything. For those of you sticking up for this company, just remember that there are actually real claims here by consumers.

 

Wow, there's so much love in the room. Paul reminds me of the selfish type that just wants what they want and damn what anyone else has to say. Look, concerning policies and whatnot, you have to think about it in a different term, because apparently you don't think that rules apply to you. If you buy a car(we'll say a Saturn), and you decide that the red just isn't your color, but you've already put 4000 miles on it in less than a month, they will send you away. If you are pulled over for doing 57 mph in a 55 mph zone and the cop gives you a ticket, guess what? You're paying a fucking ticket. Is it lame? Yes. Does it suck? Hell yes. Are those the rules? Yeah, they are. And unless you get buddy-buddy with the people holding your money, they aren't obligated to give it back to you unless you fall within the parameters written down for you on paper.

 

Wow- I'm not even sure where to begin- I came across this site on accident, I was searching to see how much GM's of Best Buy make since I'm on track to become one. I'm ashamed at some of the ignorant comments Best Buy and Geek Squad "Employees" have made on this site, no wonder some of these customers, or former customers don't have an enjoyable shopping experience at Best Buy. I see it from an employees point of view- yes customers can be very ignorant and rude and it gets tiring dealing with the same thing over and over and over- but at the same time- it's your job, you get PAID to do it, if you don't like it, or don't want to do it to the best of your ability, then you need to find another job because it's not just a waste of everyone else's time, but it's a waste of your time to work at a job you hate. I can also see where customers are coming from- reading through some of these responses seems so unbelievable I guess just because I'm privelaged to work for a Best Buy who truly DOES put their customers first. We've marked so many TV's and Computers below cost this past year that our hourly employees are probably not getting their bonus. I know there are bad Best Buys out there- there are over 800 Best Buys in the U.S., not every one of them will be concerned with taking care of the customer. Even though it should be since that customers are basically the ones signing our checks. There are also bad wal-marts, bad circuit city's, etc. etc. It's disappointing not to be treated like the only customer in the store or to be disrespected when all you want to do is purchase an item but it happens. To the employees- don't bitch about your job- if you don't like it- quit, lifes to short to waste it doing something you hate. I truly apologize to everyone of you that have had a bad customer/employee experience and I only wish I could meet some of yall and show ya that there are still employees who care about customers needs and wants :).

 

NEW PORT RICHEY, FLORIDA
FEB. 6, 2007

BEST BUY CEO,

I BELIEVE YOU SHOULD BE MADE AWARE HOW YOUR COMPANY OPERATES IN REGARD TO THE TREATMENT OF YOUR CUSTOMERS AS I AM SURE THE PROBLEM I EXPERIENCED WHILE MAKING AN ONLINE PURCHASE WOULD NOT MEET WITH YOUR APPROVAL.

ON 12-14-06, I ORDERED ONLINE A SAMSUNG MONITOR, MODEL # 940BW FOR THE SUM OF $239.99.ON 12-17-06, THE IDENTICAL ITEM APPEARED IN OUR LOCAL NEWSPAPER FLYER FOR $224.99, A SAVINGS OF $15.00.

I IMMEDIATELY CALLED CUSTOMER SERVICE DIVISION OF BEST-BUY AND WAS CONNECTED TO KIM, WHO WAS VERY HELPFUL AND COURTEOUS. SHE ADVISED ME THAT MY CASE WAS ASSIGNED A CONFIRMATION NUMBER AND WOULD NOW BE FORWARDED TO THE COMPANIES MARKETING DIVISION WHERE MY ACCOUNT WOULD BE PROPERLY CREDITED. APPROXIMATELY TWO (2) MONTHS AND TWO CREDIT CARD STATEMENTS LATER, I NOTICED BEST-BUY HAD FAILED TO ISSUE THE PROMISED CREDIT.

ON 2-05-07, I CALLED BEST-BUY CUSTOMER CARE TO INQUIRE ABOUT MY ACCOUNT AND WAS ADVISED BY TYRA, THE CUSTOMER CARE SUPERVISOR THAT IT IS NOT BEST-BUYS POLICY TO MATCH ONLINE PURCHASES WITH NEWSPAPER FLYER ADS. AFTER BEING ON THE PHONE FOR APPROX. 2HRS. AND BEING TRANSFERRED FROM ONE DEPARTMENT TO ANOTHER, THE END RESULT AND THE FINAL SLAP IN THE FACE WAS WHEN THEY CONNECTED ME TO MARCOS FROM THEIR GEEK SQUAD.

I CAN ONLY HOP THE CEO READS THIS AND BECOMES AWARE THAT ANOTHER LOYAL CUSTOMER IS LOST TO CIRCUIT CITY, WHERE THE ADVERTISED PRICE FOR THE EXACT SAME MONITOR IS $219.99. THE BEST-BUY CORP. WILL EVENTUALLY UNDERSTAND THAT IT IS SO MUCH SIMPLER TO KEEP A NCUSTOMER THAN TO FIND A new one. you may rest assure that i will do my absolute best to talk anyone i meet into not making a purchase at best-buy . thanks, arnie

 

I (sadly) work for best buy, yeah the employee discount is great but i'm tired of this place, most of my coworkers are like the ones described in these posts (asshats who don't really care and just cram stupid shit down your throats). My department looks like shit because nobody else cares enough to clean anything and our display system is horribly outdated (much like the rest of best buy's infrastructure) and simply looks delapidated and old. I'm going to work at the new Circuit City across town as soon as they open. I've heard people starting there on regular sales just the same as me making 2 to 3 dollars more an hour. f best buy.

 

Well, atleast I think they should be able to get a place just for answering phone calls... it would be much better

 

I bought an iPod photo from my local Best Buy back in October 2005. I love it, it's the best thing I've owned. I bought the protection plan too thinking "just in case". This too came in handy. About 4 weeks ago my iPod really started acting up, it would freeze during playback, not respond in menus, and make really weird sounds from the harddrive if you tilted it in any direction. On top of that, it failed the diagnostics that are built into the iPod itself. So I thought "hey i have the protection plan, I'll send it in and they'll fix it". Well they sent it in, and the people at the second Geek Squad agreed something was wrong and it needed to be fixed or replaced. the first geek squad i talked to wouldn't even try and diagnose it on the spot, they kept giving me the "it takes 4-6 weeks" bull. they wouldn't even explain what my protection plan meant. Which btw, when i bought the protection plan, it was sold to me as a "replacement plan" which is exactly what the guy said it was and he told me "If for some reason it breaks or isnt working right, bring it in and we will replace the unit." Well I instead was given a protection plan where the only thing they can do is repair it. And please dont argue with me, I know what I heard and saw, and this is exactly what was said to me.

Then after waiting the 4-6 weeks (it actually took 3 weeks, so i was excited) I got my iPod back. I turned it on and started looking at it. At first glance, it had a huge scratch that was not there before i sent it in right across the middle of the screen. I said "no biggie, it doesn't affect performance and it has thousands of other scratches too". So then i start scrolling around and... wtf? My stuff is still all on my iPod? It was exactly how I last used it before i sent it in. I connected it to my computer and it instantly recognized it as my own iPod, name and all. It's like I got my original harddrive back with an extra huge scratch and a dead battery. I didnt even get a letter saying what they did to it, if they did anything to try and fix it. The only reason I can think of why they didnt fix it is because it still actually plays music and works, but it WILL freeze over time, and no matter how many times i run the built in diagnostics tool, it still fails the harddrive read test.

Now I know this is not good customer service. I work at the computer repair center for my college and I am certified by HP to repair the laptops we own (thousands). The least that we do when someone says something is wrong is we sit down with the laptop and we run all the built in diagnostics. Then we asses the performance after the diagnostics and order parts as needed to repair it. Not once have we left a computer alone and returned it to a student saying "it's fixed" or not even giving them an explanation of what we did or why we're returning it to them.

I will be going back to Best Buy this weekend and I will plead my case for a brand spanking new iPod. Hopefully someone will see an error in Best Buy's ways.

Moral of the story... DON'T buy big ticket items from Best Buy, buy things like an iPod, or computer, or appliance straight from the factory/store/company or a non-chain authorized dealer. Sometimes it is cheaper, sometimes it isnt, but you will have better luck with customer support from anyone but Best Buy. As my dad always says "Best Buy at elsewhere!"

 

My Husbend and I purchased a new sony 23"flat screen at Best But and a couple of months after we installed it something went wrong inside w / the electircal we purchased the warrenty it is covered well they fix it but it was in flawless condition no SCRATCHES on it at all we had to wait 7 to 10 days for them to return it to us so we did, no problem. We went to pick it up and the whole front of it was SCRATCHED they said to us that that was unexpectalbe, BUT the needed to contact the escaltions dept first before they could do anything so they said a couple of day this was on a thrusday night so we waited until wednesday to call them back, they never called us we had to call them and then they told us that it e-mail to escaltions was ingorned so they had to re-email again and that it would be another 7 days keeping in mind 10 days plus 7 days allready now we are still w / out our t.v. all we want is our money back or a new t.v. they say that even Managers can give the OK for a new t.v. that is Rediculous. well 21 days later we still have no T.V.

 

Becky, are you drunk? Because I am, and I still type better than you.

 

There is an interesting comment by a BBY best employee above
"I just want to let all you best buy complaners know you all suck. You are proboly old ass people who have nothing else to do with your worthless lifes but complane so shove it."

Replace the "complaners" by "Customers"
Accurately depicts bestbuys customer service policy

Have worked in BBY corporate office in minneapolis - The "Blue shirt" as the guys on the floor are called, dont get much respect internally either.

Stay away from an employee/customer UNfriendly company!

 

oh shit...that was kinda creepy...like hearing a secret message by playing a song backwards lol

and...when reading becky and lawrence's comment...i pictured the skit from mad tv where mo collins and ares spears were playing the crack whore and the pot head lol

but seriously...I can relate to those who have been accused of trying to steal merchandise from the store. There was even this one time where i bought a plasma tv for my aunt and uncle...but it wasn't in stock. So i went ahead and paid for it in store and waited for it to arrive. I worked there, so i had a better advantage of tracking it down than most customers do. When it arrived, they said that I already picked it up. Clearly i didn't, since i had the claim ticket with me...plus it wasn't even in stock for me to pick up when i paid. I tell my cousin everytime i see that tv, "You guys better enjoy that tv after all the hell i went through getting it."

I was once a slave employee for Best Buy. I posted a couple unbiased comments above on 12.14.2006. Best Buy is a major fascist corporation that will do very little possible to barely meet the needs of customers. Best Buy customers are mistreated and often scammed because Best Buy employees are mistreated and underpaid. I took a serious paycut when i left RadioShack for this. and right now...my new job pays $4.15 an hour...but i'm making well over $100 a week than what BB was paying me. Sad thing is...some of these teenagers working there do not realize there are better jobs out there, yet they're sticking up for probably their first job ever. I mean, now I can afford a store like Best Buy - that is, if i were to set foot in one. Actually, i don't think i'd even take a crap in a Best Buy.

You can't judge a book by its cover...but i've read this novel cover to cover. It deserves to be burned.

 

Reading these comments I've seen that some people have legitimate complaints, and others may not be able to understand the situation they're dealing with. I too went from customer to employee, and I understand both sides of this. I'll try to cover several areas of what has been addressed here.

Calling your local Best Buy store:
Yes, there are problems with the automated answering system. Depending on which location you call, you may get a badly designed call menu and have difficulty reaching the department you want. In my store the majority of the calls seem to end up going to Geek Squad because they're advertised on the main menu, and I can tell you for certain that the busiest people in the store are in Geek Squad. Adding the job of redirecting calls to their plate is a huge mistake, but GS and Customer Service may be the only people who can redirect your call correctly. I say they may be because it's entirely possible that they haven't been trained even in how to direct your call or use the telephone system.

The truth is that on many occasions calls are directed to a department and no one is answering the telephone there. Often to save money on overhead and pass the savings on to the consumer, stores are run by small, underpaid crews, so chances are they're helping a customer and not quick to answer calls. I've had similar problems with other big retail electronics chains, especially Fry's Electronics.

Training:
At Best Buy there is no training center or boot camp. They arrange for new hires to be trained by other employees on the floor, which can work for a lot of positions, and then add e-learnings, which are poorly designed computerized training sessions. There are many problems with e-learnings at Best Buy. The employees are expected to complete them in their spare time at work by logging into a computer (all the point-of-sale terminals are basically just computers) but will be reprimanded if they aren't zoned correctly (standing where they're supposed to be in the store) or helping customers, and very often an employee will be kicked off a terminal by a manager or another employee to complete a higher priority task, like clocking in or out, looking up an item, etc.

There are some formal training sessions that include videos on the subject of internal store policies or presentations from representatives for large vendors like Samsung, Sony, Monster, HP, Sprint, Cingular, etc. These are scheduled events that employees must attend. Low paid teenagers will probably pay less attention than higher paid, older employees.

The company is very customer-centric, and they push this ideal to the employees in e-learnings and in store policies for the most part.

"All they care about is making a buck":
This is not true, actually. I've seen several people here say that Best Buy only cares about making money, but on the whole Best Buy is not a very profitable company. They make almost nothing on computers and many other large ticket items, which is part of why they push service plans (not warranties, by the way) and accessories. They will make a higher profit on the cables they sell than on a computer. Sometimes they sell computers below cost! This is part of the "loss leader" concept, where you compete more effectively by having the lowest price on an item. If you see a Best Buy deal on a laptop computer in a weekly ad, I seriously doubt you will find a better deal even on the internet on an equivalent laptop somewhere else.

I've seen Best Buy give away tons of product just to promote something. Personally, I think that's a stupid policy that costs the company far too much money.

Service Plans:
Yes, we are told to push service plans. This is something like social security. It's a gamble. What we're betting is that you won't need to use it because our quality of product is high enough. In some cases, especially with certain brands, we lose that bet. I've seen several of certain specific items returned. I've seen a lot of X-Box 360 stuff come back. I've seen certain DVD player models come back frequently. That's life in the post-industrial world.

Someone on here complained about being assertively offered service plans, but (believe me) when your product breaks and it's after the grace period and you can't buy a service plan, you're going to be whining at the Customer Service desk and trying to convince us that nobody told you about service plans and wishing you had bought one.

Best Buy employees buy service plans on the products they buy in the store because they know the benefits. We don't buy them on dinky little crap, but we do buy them on game consoles, televisions, etc.

Geek Squad Service:
This is going to vary WIDELY from store to store. At one store you may get excellent service, and at another you'll find an under-trained staff getting swamped by an oppressive workload. Many of the best Geek Squad "agents" will end up leaving the Geek Squad due to poor retention policies. They usually end up going to higher-paying positions sooner or later, either in Best Buy for Business (BBFB for short) or with another company that won't make them deal with the unwashed masses. People bring in their disgusting, ancient, dust-filled, virus-infected, porn-laden computers and expect GS agents to be perky, friendly, helpful, and fast. Sometimes there are so few agents in a Geek Squad "precinct" that all they can do is take new orders and stack them in the back, hoping that eventually there will be enough staff to actually work on the computers instead of just making excuses when people call about how long it has been since they brought in their PC.

Geek Squad could be an efficient operation, but it's not because the agents are overwhelmed. They have to complete a large number of e-learnings by a due date, fix computers, do backups, upgrades, learn to use only the software tools Best Buy has licensed, learn to sell services instead of just fixing computers, handle shipping and receiving on products being serviced, check out returned products, answer the phone, talk to their customers about their specific service needs, check out new computers as they are purchased, and quite a bit more... and all for less than they could make in any starting IT position at any corporate hive.

To help with this problem the Geek Squad has recently added the "Jonny Utah" system. This is when a customer's computer is hooked up to a device that will allow someone thousands of miles away to remotely work on it. Obviously it can't be used to do upgrades like putting in a new hard drive or more memory, and it can't be used to do data backups or to handle anything that renders a machine unbootable, since you have to be able to get connected to the internet to use Jonny Utah. Unfortunately, in my experience the Jonny Utah system is often very slow, sometimes not responding for hours after being connected, and doesn't fit into the workflow of a typical Geek Squad precinct very well. On the whole I think you'd find that most Geek Squad agents don't really want to use Jonny Utah, favoring their own abilities over the X factor of some unknown person thousands of miles away maybe connecting in time to get the job done, maybe not. If an agent expresses concerns about this questionable method of doing things, even if it's only for one specific system that demands personal attention, they may end up being fired by the services manager, no matter how experienced or efficient they are. They are seriously pushing the Jonny Utah system.

I have also seen a customer come in with a perfectly functional laptop asking for routine software maintenance only to come back to find their laptop much less functional than it was before they came in. Understandably they came back angry, wanting someone qualified to work on their system and get it functional. The most experienced tech there apologized for the shoddy work done by whomever the other agent was who had handled their system, offering to work on it personally. This seemed to satisfy the customer, but when this agent sat down to work on it, he was reprimanded by the services manager for not connecting the laptop to Jonny Utah. When he tried to explain the situation the services manager didn't want to hear it, and said, "Everything that can be hooked up to Jonny Utah will be hooked up to Jonny Utah. No exceptions." This isn't a service to the customer, clearly. Later this agent was given a bad employee review by the services manager and his position was eliminated.

Best Buy survives or dies on the strengths of its people. Some of those people aren't cut out for what they do. Many are.

Returns and Exchanges:
Believe it or not, in the store where I work we generally will take a return or exchange on just about anything. The problem comes in when someone doesn't understand why they can't return something.

You can't exchange an open CD for a different CD, only for the same one. Why? Because you could have just taken it home and made the whole thing into MP3s and then brought it back. You can't return opened software because you could have just installed it or copied the CD-ROMs or DVD-ROMs and brought it back. That's called piracy. If Best Buy had different policies they could face charges as much as the consumer. If you don't want the western world to be like third world nations, you should appreciate these policies that help ensure that our high level of quality in entertainment and software is maintained.

If you buy a camera or laptop and break the LCD screen and you haven't paid for the Accidental Damage/Handling protection in a service plan, you can't return it. The ADH was added to account for this problem, and I don't know of another store that offers this.

On another note, I have seen that an angry customer will not get the service they deserve. I've seen a Customer Service manager get into it with a woman who was upset because she sent in her digital camera for service several times under her service plan only to have it sent back in the same non-functional condition. I can't control what the service centers do. If I send off a camera to Chino, California for service, I have no idea who will work on it or what they can do. One thing I know for sure is that if the camera is brought in for a fourth time (which this one was) the service plan is supposed to offer a replacement under our "no lemon" policy. The problem was in how this woman handled things. When she was offered that we could do the return if she would call our corporate offices on Monday to clear up a problem with her receipts, she started swearing at us, at which point it escalates into a situation where a manager is called and security is alerted. Then she got to talk to our bitchiest manager, and she wasn't going to take it well. Honestly, I'd like to be rid of that manager because she's a huge pain in the ass for EVERYONE to deal with, and she doesn't do her job well. When she's the Manager on Duty, you could call for an hour to get a key to get something out for a customer and she won't show up, and in general she has a very bad attitude. She makes the schedules at our store and is incredibly unwilling to change them, no matter how much it makes sense to do so. People like this are clogs in the gears of efficiency in any store, and should be eliminated.

Customers:
When you think of customers you're probably thinking of yourselves, and thinking that you're reasonable people who just want what you pay for. We get plenty of those at Best Buy, but we also get people who come in for other reasons. We get shoplifters, scam artists, prank callers, and people who have no people skills at all.

Policies:
You think I want to tell you that you get eight weeks risk free of the magazine of your choice when I ring you up? You think I give a shit if you choose Time, Entertainment Weekly, or Us? Do you think I'm trying to rip you off when I offer you the Reward Zone card for free? You're going to get certificates from your purchases to spend in the store just like cash, and you think I'm a jerk for offering it to you? We give customers a ton of free stuff just to try to earn customer loyalty. We sell new DVDs below our cost and take a loss on it every tuesday when they're released. Employees don't get commissions on sales, but we are judged on whether or not we do our job, which means contacting customers and making sure they know what we have to offer them. Not everyone does this. The pay isn't high enough to get good people at every store. That's part of how you're getting this stuff so cheap at a retail outlet.

All that said, I think Best Buy could use some serious restructuring, but I also think they're the most likely retail chain to actually do that. One of their core values is "learn from challenge and change" and that's what we try to do. If you see problems with a store, write a letter to corporate about it instead of just venting on some web forum.

 

Yeah best buuy sux...all the shit & stuff.

 

Best Buy is the worst place, never ever I will spend a cent in that store in my life, ever, the service is the worst too,

 

Best Buy is the worst place, never ever I will spend a cent in that store in my life, ever, the service is the worst too,

 

Best Buy is a great store if you go in with the right expectations. I recently purchased 2 open box dishwashers at a deep discount, as well as 2 on-sale microwaves. They prepped the units for pick just as promised. When I needed service, the call center expeditiously scheduled an appointment with the manufacturers service rep.

Good business relationship are based on the personal relationshipsyou forge with the associates. If an associate is useless, simply don't deal with them. I now have good experiences with Home Depot and Lowes by dealing only with specific people in Doors/Windows, and Kitchens. If I need something, I make an appointment, and get the job done.

You're better off if you figure out how an entity (such as a business or government) really works, and figure out how to use it to your benefit.

That being said, I purchase most big items from local dealers that have more control over their whole business such as sales, delivery, installation, and service.

 

Best buy is actually worst buy. I will never shop in Best Buy in Ames, Iowa any more. Two managers (one female, one male) I met there were so rude. They would not take care of a bad DVD recorder I bought from their store. The third male manager was not rude, but he said because the DVD recorder was not expensive, so I got a bad DVD recorder.

 

Ok, I work at a Bestbuy... this is rediculous... you try being the only one in the department and having the phone ring while your helping 3 or 4 customers at a time. Every best buy has a different call setup.. the one at my store moves the calls to customer service if its not answered in a few rings and they take the name and number down

 

ditto

 

I am connected with my local best buy right now over the phone and I am going on my 1000th ring in about 30 seconds... wait she just picked up............................ .............................. .............................. ............................. okay now i am on hold. this is fuckin cool!!!!!!!!

 

I will never give Best Buy my money. I have two stories. I once attempted to purchase a computer there. I say attempted because after lurking around the computers for a half hour trying to get the attention of an employee, I gave up and left. On the way to the door I stopped at "customer service" and told them about my experience. They simply shrugged...didn't care....

Story Two. Had a camera sent out for service at Best Buy under the extended warranty. When I sent it out I asked if I should send it with the new $10 lithium battery I had recently installed. They said to do so. Later they called me and told me it couldn't be repaired and they would let me pick out a new camera. After picking out a new camera I was told it didn't come with a battery.....the very same size battery I didn't get back with my unrepairable camera...and Best Buy would not give me a replacement. I complained to the store manager who just blew me off and said they wouldn't do anything for me....

Never again will they get my money.

 

Best Buy THE WORST IN IOWA
4100 University Ave
West Des Moines, IA 50266View Map
5152210669 )

HAVE YOU BEEN MISTREATED BY AN IOWA BEST BUYS ???

EMAIL US AND LET US KNOW INCLUDE YOUR TELEPHONE NUMBER FOR A CLASS ACTION LAW SUIT FOR UNFAIR AND DECEPTIVE BUSINESS PRACTICES

We are investigators looking for anyone with complaints/information on best Buys buys in IOWA for 'unfair and deceptive business practices'. We will also contact the Iowa Atty Generals Office and local BBB

WE HAVE ALSO BEEN TAKEN BY THIS COMPANY IT'S TIME ALL IOWA HEARS ABOUT THIS COMPANY AND THEIR MANAGERS...SEND EMAILS TO IOWAPI007@aol.com

 

Serious problems there at bestbuy. Don't shop Best Buy.

 

Thank you for getting the word out about the practices of bestbuy and their affiliates.

They do not stand by their products.

VISIT: http:// dontbuygateway.blogspot.com/

 

Wow I read all the complaints, recognitions, and so on. You have people complaining about not getting help and then you have people complaining about getting help to fast and to often. What's funny about this web site is i found it trying to find my best buy employee benifits website (bought a new computer from best buy) and like most of you I'm to lazy to go to my file and look up the website.

These websites are good and I hope all of you have fun bashing and bashing away, because isn't that what makes this country great. To all the people that aren't going to grase best buy with their presence ever again we'll miss you, but soon you'll have another bad expreince somewhere else and we (retail employee's in general) will be one step closer to getting all the idots and morons off the streets.

Just a note in case you do come back. The employees that are quick to help you have to follow rules, just like everyone of you do, at work.

The one who posted the comment about the 15ft x 15ft bannar about the policies on returns and (pay attention: the guy who payed $800 more then somewhere else) pricematching. Hi five.

P.S. Just know that the best way to get respect from someone you don't know is by giving that person respect. take care and have a wonderful day. Have fun while being the best.

 

I worked at 3 different Best Buy stores for a total of almost 3 years, and I can tell you that if you work there, your entire experience will come down to numbers. It does not matter if you are a quality person, only that you can sell a PSP or get an in-home install. If you want to survive at best buy, I would suggest working in the non-sales departments (Merchandising, Inventory). Just don't expect to feel special at all, when every day the sales manager holds contests to see who can sell the most PSP's, so if you are non-sales automatically you feel left out.

In my time there, I worked in Merchandising, later in Geek Squad (I was a college student in Computer Science). I personally saw many customers get pressured into buying service plans, especially with misrepresenting them. I observed many times floor employees saying that "anything happens to it, bring it in." This is far from the truth. Also, they were told about the no-lemon policy. What they forget to mention is that if an item was brought in and there was not a 'repair' done to it, it doesn't count as one of your 3 times. The managers, because of the pressure put on them by the home office, only care about the numbers, even if they have to use Illegal bait and switch, and misrepresentation.

The worst I ever had to deal with was when a customer went to bring back a Camera a couple days outside of the 14 day return policy. It was obviously broken and needed to be repaired. I was told by a manager to inform the customer that we would only exchange the item if they bought a PSP on it. This is because if the store returns it, they have to pay for the repair. If the customer buys a PSP, the service plan then covers it, which is paid for by an insurance company.

I'm not saying here that the service plans are all that bad, just be aware of what they cover. They do not cover any kind of damage, dropping, water, etc. They do cover when a unit stops working. Also be aware that if you do get a unit to where it has to be replaced by the 'no lemon' policy, they will replace the unit, but it voids out the remaining time on the PSP.

In short, if you go to best buy, I would say go in knowing what you want, and getting it yourself. While some employees do know a lot about the products, the majority do not. They are given no materials on the products, they know only as much information that you can get yourself by reading the info on the price tag. If you want a service plan, I would suggest directly contacting the manufacturer, as many of them offer similar plans which cover accidental damage, at the same price as one of best buy's PSPs. If you want neither, just look on the price tag, it will tell you how long the manufacturer's warranty is. On 90% of the products in the store it is 1 year. Be sure to keep your receipt, otherwise they won't service it (even with a valid manufacture date on the unit).

 

You go to WORK to DO YOUR JOB!!!

For you customers and employees who cannot grasp that simple phrase. Then DAMN!!! For you customers who feel pressured into buying a PSP/PRP, G.S./ HT Install etc. understand that its our job to do so. You should expect that kind of thing walking into a 'retail' store. We are there to do business and build an experience for you whether it be good or bad we learn from those experiences.

This is for all you current/former employees.

For you former employees who feel under paid and under appreciated sorry guys/gals but what do you expect to get paid with a HS Diploma limited hours and more than half the time never had customer service experience before

 

Stop bitching. Best Buy now has designated operators to answer calls and questions. As for never being helped, they have designated roamers in addition to zoned associates that go around the store looking for people to help. If you're bitching about being contacted too much, then too bad, it's the employees sole priority to contact customers and inquire for a sale. If you're complaining about not being helped then move your lazy ass around and find someone, they're most likely tied up with someone or zoned. Bad experience from a manager or customer service? Tough shit, to them, your money doesn't make a dent in the days margain unless you're dropping over a thousand. One pissy little customer who's looking to vent because their product is fucked up doesn't mean anything to anyone at Best Buy because they make enough each year to not mind losing you. No matter how much you bitch and moan on here or be assholes in the store it's not going to matter; Best Buy will continue to be the number 1 electronic retail store in the nation. Comp USA and Circuit City are going out of business in the next two years thanks to Best Buy. Unfair prices? Best Buy price matches anything. Not to mention, if you sign up for a credit card thru best buy, you usually get 10% off anything, and can cancel the card within 60 days with no change to your credit score. The number 1 priority to best buy is the customers in the store, not the morons who call in and are too lazy to come in. If youre calling in, your money isnt going to go in the register that day, but if youre in the store then youre always a very potential sale. deal with it. nothing will change, bashing it gets you no where but looking like a douche bag on here.

 

I've had a lot of experience with best buy. I bought my first PC from them back in 95 or 96, cant even remember it was so long ago. That computer had many problems with monitors going bad and the like. best buy never failed to replace the broken unit promptly.

I've also bought numerous televisions from them with no problem (no service plan either).

But now to the employees. First off, they just couldn't be more rude. My friend had a problem with something and requested to speak to a manager. The employee flat out refused to get any help and said that they are trained to deal with customers. Sadly this one was not.

This is just sort of a random spattering of thoughts, I know. Bottom line is that Best Buy is hit or miss depending on the location and what you've purchased. Also your attitude. I am very fair and respectful to people and usually have found the same level of fairness and respect returned by customer service reps. Screaming and acting a fool will get you nowhere.

 

I agree, I have experienced totally unacceptable service on the $3000 TV I bought at Best Buy. I think a boycott is a good idea and even a more organized approach such as a presence in the form of a protest. I would agree to spend some time in front of a store. That seems about the only thing that will make them place any value on our plight. That would attract news coverage and that would affect their bottom line!!!

Mad in Houston, TX

 

Placed and order online and called to cancel 10 minutes later and was told that I could no longer cancel the order! Of course that took me 15 minutes to understand because of the HEAVY and I mean HEAVY accent on the other end! I called back and got someone in Minnesota....I asked if BB has a call center in India and got a round about answer to the question. I believe they do and not that I care, but you really need to speak english if you are providing english speaking customer care! Anyway....after asking what the policy was to cancel an online order, I was told that you must cancel within one hour of your order. OK, so I looked at my confirmation email, looked at the clock and guess what? It was less than an hour and no they still would not cancel my order!
Best Buy deserves what it gets! NOTHING! I will refuse package, call my credit card company and charge back the order! They wasted money on shipping "It was free shipping" and can deal with my CC company - The sooner they go out of business, the better! BTW- I wanted to cancel the order because I found the same item for 1/2 the price.

Best Buy is NOT a Best Buy! Learned my lesson!

BEST BUY will be out of business soon! They SUCK!

Pissed in NYC!

 

I had my 56 inch samsung delivered the other day. First of all the salesman at the Bestbuy store told me if i PAID $50 it would ensure they would take it out of the box, set it up and make sure its working selling me on the idea that that way i could send it back if something was wrong right then and there, so i did pay the $50, they called and said your window of delivery was 1:00 to 5:00 or so so i scheduled half a day off from work, a very busy schedule, they called as i was getting ready to leave said they were early an hour early, i told them i would be home in 20 minutes to get my neighbor mr. allard to let them in so i could be home to verify delivery, my neighbor has a key, they did not do that they tried to leave it with him he said no and then they took a $2200 Television and left it on a front porch and left. just left, what did i pay the $50 for? Huh answer me that? When i told this story to the young lady in the store she acted like she didnt want to help me buy the speakers i was looking for, matter of fact i stood there looking for over an hour and they wouldnt come near me, when i ran into a friend who works there he said well unfortunately we use outside contractors so theres nothing WE can do and he acted like he wanted rid of me, this is the store on drew and U.S. 19 in Clearwater Florida, this sucks. I went to circuit city and they were friendly, nice, kind and helped me out even took back two stands opened that would not fit my wiring. I cannot believe the subpar service, i have always had good service until now, I plan on giving circuit city allllll my business and recommding it to my friens, best buy my butt. I want my $50 back or i am writing the ceo of this jip joint.

 

Granted, 888-BESTBUY is a pain in the ass, just sometimes the reps cannot handle certian things in the store. so they have to tell them to call that. I am a customer service rep at best buy, and ive had people say ive been the best theyve had, and others the worst, we dont make the policies we just enforce them....read the back of the recipt for christs sake and youll be fine....and i have the numbers to prrove that best buy is exactly that...the best....so dont hold youre breath for us to go down..

 

I would love to tell you of our experience my wife and I add with the Big Blue Box (Best Buy) in Green Bay, Wisconsin. Trust me if I would have know of your Web site I would have heeded the warnings and advice of others that have had just horrible experience with Best Buy.

Well here goes:

My wife and I decided to take some of our Tax Return to buy us a new Washer, and Dryer. Well as usual we went to BB as we have done for in the last (9) years to buy all of our Big Price appliance items, as we have bought our (3) Desktop Computers, (2) Refrigerator, (1) Dishwasher, (2) TV's (3) DVD Player's, (2) VCR's, (3) Surround Sound Systems ... . etc ... well you get the picture, close to $10,000.00 over those (9) years.

Things seem to go smoothly with the purchase of both of them till the arraigning of the FREE delivery that was with the package deal. But the sales person worked out the glitches an made the delivery on Wed's the 14th of February in the late afternoon. I informed the sales person that we had some serious plans made, and could they arraign it before or after the 14th. "No" was the reply that it was the only day they could make the delivery. Well ok I said, "but let's make sure it happens". No problem was the reply; a they would call us the night before to confirm the time in the afternoon. "Great", I said, let's do it.

The night of the 13th we waited till around 9pm for their call. Nothing, no call. So I called the store a talked to the sale person that sold us the Washer/Dryer, and asked when they would be delivered. I waited on hold for over 20 minutes. Finally I called back and asked for the Manager on Duty. Waited other 10 minutes till he came on the line. I explained the situation to him; he stated he would check into this. After other 10 minutes he game back on the line. He stated that the Order for delivery was CANCELLED and that there was not going to be a delivery. Well my jaw dropped to the floor. "What the Hell was going on", I asked, I know we didn't cancel the order for delivery. I informed him of this and said this was not acceptable and that they would need to make the delivery as promised and that we would not be available for any other day. And why the Hell had this had happen. After waiting for other 15 minutes on the phone he finally came back on with " it will be delivered tomorrow between 4pm an 6pm" OK I said great. As I was about to thank him he hung up, without an apology of any kind, or any explanation of what was going on? Well this should have clued me into Best Buy's customer service policy of SCREW'EM AN LOSES'EM. Well as promise they did deliver the machines on time, but not with out some hassles there too.

Where comes the good part:

The following week my wife an I decided to buy a new laptop computer, and of course BB was having a Package Deal on a Toshiba laptop with Windows Vista installed and also with Mini mouse, and carrying case. This sounded great, and in our price arrange too. So we went into the Store and as usual we had to hunt down someone in the computer department to help us with the purchase. After finding a fresh Snot Nose Narcissistic Kid barely out of high school to help us, we decided to ask a few questions about the New Windows Vista system. We wanted to know if this laptop would be able to communicate with the other (3) computers we have in our home running Windows XP? And would it work with our Linksys Network Router System? And will we be able to share files, and to use our Lexmark Printer with this new Windows Vista, and our Network? " Well of course it would ... was his reply, with no problems. " Well with that, and the blind trust I put in people we bought the laptop, and the extended service plan. And back home with our new toy.

Well we got it home and started to set it up, and everything was going as smooth as silk till we tried to set up the Network to share files/folders with the other computers, and the printer. Now I am not illiterate when it comes to computers, nor am I an expert, but I knew something was a miss, and something was not right. Well it was late and we decided to wait till the morning to finish the setup.

The following day was the Worst Frkin Nightmare I have had in 35 years (showing my age of 55) of dealing with any big business, and of course the worst day I ever had with Best Buy.

I kept trying to make the Laptop communicate with the Network, and my other (3) computers. I would keep getting a Microsoft Windows Error of "not finding a Network". After spending an hour on their web site I could find nothing, so I called them. I spent over 45 minutes waiting; finally I spoke to someone about the problem (because I thought since it was a Windows Error the would be able to help) no such luck. They said I would need to contact Toshiba about this since this was an OEM (original equipment manufacture) problem, and not theirs. "Great" Called Toshiba, nothing, this were their service person informs me that the new Windows Vista program will not work with the network, router, a printer if my other (3) computers are running Windows XP. "HOLY COW POOP". This was Frkin Peachy. Toshiba suggested to call Best Buy to see what they can do for me, buy asking someone there if they could help set up the network to communicate with the other computers. Sounded like sense. So I did.

So I called the Big Blue Box (BB) and spoke to same manager I had dealt with on the delivery problem. Wow that was the most stupid mistake I ever made. This manager was the biggest "DICK" I ever spoke to. I calmly explained the problem to him, an how I was led to believe that there would be no problem with this Laptop running Windows Vista to work with my computers, network, and printer. He told me point blank told me that his sales person would have "never would have told me such a thing". God I was outraged, not only was He calling me a Lair but also it was quite clear that this worthless manager was not going to help me at all. I asked to speak to his Boss, (the store manager) SHE was not there. Then I asked how to get in contact with his District manager ... . guess what ... that's right, he refused to give me that info also stating he did not know how, an even if he did he would not give me that info, because all customer concerns, and problems are handled at the store level, and that this problem did not warrant any further attention. What a worthless piece of human waste. I asked what was the name of his store manager, at first he was very hesent, and then he gave me her name.

Well for the next (4) days I spent calling the Best Buy customer service line, (what a gdamn joke this is), calling their Corp Office, calling their District office, trying to get someone to listen and care about my problem. Again No-one gave a Royal flying Rats Ass about what was going on. Only to inform me that all the customer relation problems needs are handle at the Store Level. "My God, don't they understand that here in lies the problem the Store Management and the rotten little peckerhead that sold me the Laptop. "NO>>>HELL NO". So after nearly going to the Hospital because on my Blood Pressure I decided to give it up. Knowing that Best Buy had SCREWED ME IN THE ASS AN NEVER USED ANY TYPE OF LUB TO EASE THE PAIN. Then out of the Blue the lousy Store Manager called an gave me the lamest apology I ever heard but still would not help me with my problem only offering to send out the GEEK Squad to make my Laptop work with my other computers, an network. But of course this would cost me other $200.00 for their service. God what kind of sick joke these folks live under, what kind of CON-Game they are playing on the costumer, what kind of people believe they would have me come BEST BUY GO TO HELL YOU ROTTEN MOTHERF___KERS.
back an waste my money in their store after this kind of Bull Sh___t.

God I pray, and beg anyone reading this not to buy your need's at Best Buy, they will Lie, Cheat, an screw you up the behind so hard, that you will see stars. If any one reading this and still believes they will get good service from BB, all you will get is a Stroke.

 

I bought a 50" TV from Best Buy and they bulb blew in 2 months of having it. Best Buy would not replace the bulb or take the TV back. They wouldn't even provide us with any information on what to do next or how else to call. This is under complete warrenty! but still no help. What crappy customer service Best Buy is.....I will be contacting the Best Buy Corporate Office for further inquiries

 

Yes, their customer service sucks. We have an exteneded warrenty on our laptop which they have honored, however we have had to wait extended period of time for them to get the simplest things done to it.

Originally I thought the hard drive was going bad....there was terrible sounds coming from the hard drive area. We took it in, explained the symptoms and the likely problem and they returned it to us 2 weeks later with a clean fan and said the hard drive was fine. Booted it up at home, same noises from the hard drive and it crashed 2 days later. They've now had it for 3 weeks when I could replace the hard drive myself in 5 minutes!

Phone service is terrible also, have never been on hold for less than 10 minutes when calling them. Boycott Best Buy.

 

There is not a single thing sold at Best Buy that you have to have to survive. If you walked into the store and no one talked to you, you would get pissed. Now you get great service, you get pissed. If you really needed that I-Pod that bad, you would walk yourself into the store instead of calling. Do you you call ahead to see if the grocery store can answer all your questions about milk? You live a life of luxury. Get off the coach and get the thing that you must have at the store.

 

I just got off of work at Best Buy, and I feel like I've entered one of the most pathetic conversations ever. You are complaining about phone service. I've got an idea for ya, COME INTO THE STORE LIKE EVERYONE ELSE. Of course you have a busy schedule. We all do...and guess what else, we are busy 90% of the time with people that are right in front of our faces. Look at the numbers. Best buy is destroying the competition in electronic retail. It's because we know what we're doing, not because we "take advantage of idiots".

I personally help everyone as soon as I can, and so do my co-workers, which is what ticks me off so much when I read stuff like, "I didn't get any help...they were rude to me!". I'm there to help you with your purchase. We have a 10 ft, 30 second rule at Best Buy. That's difficult for us to do without having a phone nearby. We are busy, because we have a lot of customers. We average selling to 50% of people that come through. Boycotting a whole company isn't going to help. You can sure as hell boycott one store, and that's all fine and dandy, but quit putting down a whole corporation's employees that get paid less than you but probably do more work for people's assistance than you ever have. So next time you want to shop somewhere else because you feel like we're stupid or an ass hole. Go somewhere else. Studies show that we do care about our customers more. NUMBERS SHOW THAT.

Today I had a customer come in and ask for a Playstation 3 for $585. I told him that I couldn't do that for him, because it's already a great deal to begin with. I proceeded to tell him that blu ray players alone usually cost well over $500. He told me that I'm trained to bullshit. Here's the thing, people need to quit being so paranoid. We have to educate ourselves to make your life a little easier. Now if you don't mind, educate yourselves as well on products. If you're interested in something, you owe it to yourself. If you get suckered into buying something that you feel isn't up to standards, then that's not good...but the blame can't be soley on an employee. We aren't clones, we are all different. Just because I had a bad run in with a cop doesn't mean that I go off spouting about how a whole police department doesn't care about me or my needs. Be mature about it.

 

In response to Tyler:

There may be some Best Buy employees who care, but in my experience, for the most part, its all about the all mighty $$$. You said it yourself: your extremely busy selling to other people. Why?? To make yourself $$$. I haven't read through the liteny of posts on here or, for that matter why, but I get the jist from your post that someone's complaining about phone customer service. I'm sorry, but whether it's over the phone or in person, good, pleasant customer service shouldn't end after the sale.

How would you rate my situation for customer service that I've had to deal with for 3 months now because of my PSP for a 61" DLP TV that someone at Best Buy did actually sell me IN THE STORE.

Here's the scenario: TV looks like an Xray or negative when you watch it and we call in mid-Jan. to have the tech come out. Mind you I purchased the TV in Dec. 2005 (Not even 2 yrs. old). Well, because there is only one technician in this area who comes ever 2 wks., I had to wait 10 days for his first visit. Best Buy said oh, sorry he's the only one who works your area that works for us and there's nothing we can do. This same guy, due to that fact has been out to my house count them 6 times for the same problem. To me: "No Lemon" kicks in right? (6 divided by 2 =3 and Samsung got the pleasure of coming 6 months after I owned it so that's #4).

Nope. Best Buy wants him to order a part. Well in order for techn. guy to order a part, he has to get a number from me. He calls me at 12:00 pm on a Wedn. (when I'm at work), asking me for the number. TV's in my house. I ask him for a number that I can call him after 5:30 p.m. He says he doesn't have one. He turns his phone off at 3:30 p.m. I asked if he can call me btn 7:30 & 8:00 a.m. the next day because I have to drop my daughter off at school. Same thing, don't turn my phone on until 9:00 a.m. He tells me what he needs and so I call and leave a msg. w/ him when I get home that night. However, apparently I've given him the wrong number, but he doesn't call me back until Friday. My choices are now, wait another week until he can be in our area, or keep trying different numbers on the TV. Excuse me isn't it his job to do this. Best Buy isn't paying me to do his job are they? I call customer service. Obviously w/ my type of PSP I can't go INTO THE STORE. I relay the scenario, and express extreme frustration that the Best Buy technician will do absolutely nothing to help me out other then "tell me what he needs to order the part." I'm sorry, but he could have made an exception and picked up the phone for 2 mins at 5:30 p.m. so we got it right the first time. Eventually a supervisor got this guy on the phone to tell him to call me and he did. Again, I'm sorry, but I shouldn't have to jump through hoops like this to get some guy to order a part when he should have done it when he was at my house the other 5 times.

Maybe now you can understand why people are complaining about poor customer service, and it really shouldn't end once you leave the building. I shouldn't have to "COME INTO THE STORE" to get it.

 

We don't get paid on commission. So it's not really about the almighty "Ka-ching". I get paid just as much, whether you buy something or not. The department I work in which is media gets the most phone calls throughout the day. The problem with that is that we are the busiest department by far. I'd love to have the time to answer the phone, but I simply cannot. Today I got into work at 7 am and had to pull over 2,000 cds off the shelves. While I was doing that, the employee that came in had to stock new games/dvds/cds...all that good stuff. It's just not as easy as picking up a phone when you have all of that to do mixed in with customers that are actually in the store.

Regarding the whole television issue. I don't work in Home Essentials or as a Technician, so I don't really know what to tell you about that. I do know that our technician is very very busy, as I have gone on a few road trips when his "side kick" wasn't there for him. We have had customers bring in a non-working tv numerous times though. I help them unload it and then we take it to Geek Squad, at Geek Squad we plug in the tv and do a few tests to make sure everything is working properly or not. As far as a tv not working after 5 times in a row...sounds like a bad batch. It happens, especially once a newer tv or any new product is released. I'm sorry that that happened to you, but it's nothing new. One faulty component on a newer television can permanently fry the TV. I guarantee you that if you came to our store, that we'd do our best to help you out though. Our Home Ess and Technician have won many awards for customer service. Don't let a bad experience drive you to a grudge match against us. By all means though, don't shop at that store if they suck. Out of 800 stores, there's going to be a few bad eggs.

 

I purchased a reward zone card at the Macon, GA Best Buy location. After purchasing a new laptop, I went online to check my reward points and found out my account information is wrong. I called Best Buy Member Services four times over a four month period regarding this issue. First they told me it would be corrected within a month. Four months later, they told me the "case was closed" and "under investigation." I'm a patient person but this is just getting ridiculous. How long will it take for Best Buy to correct their own accounting mistake? It's time for some corporate responsibility.

 

Well did not have time read every post, but I did read enough to get the general idea those of you that complain are the trouble customers to begin with.
I work for Best Buy as a second job in the Geek Squad on the weekends. It is truly amazing to me the unrealistic expectations people have. They do not want to purchase the service a plan, but expect to receive the same benefits as a customer that did purchase one. I have seen many managers bend over backwards to help a customer in anyway they can, until the customers gets rude or belittles an employee. The managers will not put up this type of action from any customer. I have seen a number of people forced to leave the store for physcial and verbal abuse of an employee. If you want to get your way within reason, ask for a manager and be kind. They will help you. Remember it is a business and as any business they are in business to make money. So please understand that they are not always going to give you a replacement product when your item is out of manufactures warranty and you did not purchase a service plan. Believe it or not, Best Buy has made arrangements with many vendors that does allow them to replace an item instead of sending it in to repair That lovely word DEVO - cheaper to replace then to repair. If you are sending something off to service, the store has no control on how long the repair takes. Give the agent as much info as possible. Do not expect the service center to repair anything not reported. Before you sign the agreement, read what the agent typed in to verify all the info is correct. Above all else read your contracts, the service plan, the star tag, your receipt, and do not be a jerk. On a side note, about opened software, music and movies, there is a law in place to prevent returning them once it is opened, it can only be exchanged for the same item.

 

1. Customers are spoiled brats .
2. Have no Idea how to shop in a store .
3. Think there the only ones next to jesus that need waited on.
4. rudely interrupted you when helping another customer then gets pissed because you can't help them right away .
5. calls the store and say is this @#$@@ after you told them who you are.
6. never understands the refund policies .
7.Talks on the cell phone when your trying to talk to them or ring them up.
8. Don't know where they are and says where am I again.
9. Cry's because the item is not on sale.
10.Demands a free item because they shop there all the time and spends millions of dollars. NOT!
11. Babies unattended while cracker mom rushes the store for a 10 dollar TV.
12.can't believe there is a long line on the weekends at check out and there in a rush after being in the store for 2 hours.

13.Tell them sorry sold out then they keep saying are you sure and repeatedly says you don't have it! and why?
14.ask for ink for a printer and don't know what printer they have.
15.the list goes on and on
and you wonder why we act the way we do besides what do you expect from a low paying job a dinner and a movie?

 

My wife and I had a great experience purchasing a fine 42 inch Panasonic plasma tele at Best Buy last month. The sales person was agreeable, and pleasant. He helped us make what was for us a rather large expenditure, guiding us in the right direction, making the right choice on the right model. Ultimately we came to the decision to take Best Buy up on their offer of 18 months interest free to finance. We were pleased with our shiny new tele. What Fun.

...Until we received the second bill for the shiny new tele.

My wife had decided she was sick of sending out the payments for all those bills through snail mail. "It just gets more and more unreliable", she said. In order to circumvent this unrequited tediousness, we were going to adopt the smart practice of ON LINE BILL PAYMENTS for Best Buy and a few other companies to whom we owed vast sums of our daily toils- Smart thinking, we thought. So ahead she went, paying the bill through the on-line payment process, one day before the payment due date of the 6th of the month, but alas, at about 5:30 in the afternoon. Because they would receive the payment acknowledgment BEFORE the due date, she assumed it would be taken as paid that day and all would be well.

The second bill arrived promptly, subsequent to initial on-line payment efforts. Strangely enough it had what appeared to be a "late Fee" in the amount of 35 dollars in the itemized charges column of the payment history info. My less than docile wife then took it upon herself to Call Best Buy customer service and ask them to remove this erroneous charge post haste! They refused. My wife asked them "why would such a thing happen to a customer who had clearly made the payment on time?" "Ah, but it WAS NOT paid on time", according to the already flustered customer service woman, "it was made the day before, but not counted until the day of, because the payments for any given day have to be in no later than 4:30 pm. (I am not making this up). Our microscopically printed terms and conditions state it clearly in section 145, paragraph 23, page 2456. Surely you would have seen that one, wouldn't you?"

"Yes, of course" replied my wife. "But, if it is to be considered paid on the very 'due date' the payment is supposed to be made, is that not considered paid on time?" "Well let me tell you how its done miss", the customer service woman clamored, "it isn't 'processed' as a completed payment until the [fat lady sings] the payment has sat in the 'system' for something in the area of about 24 to 48 hours after the said payment has been made."

"In some cases it could take even longer". Said the increasingly disgruntled woman. "Then what is the point of the on-line payment process?" asked my wife. "I spent an hour on the computer setting up an on-line account with my already established account only to be hung up with the very same issues I would have with snail-mail. That makes no sense!" My wife was starting to feel frustrated.

"That is some pretty terrific scam you have going on there". My wife Furthered, Goading her newfound adversary... "Can you please remove the charge, as I don't really believe you can call this payment late." "I am sorry ma'am, but I can't do that?" "No, you are going to remove that charge, and I will most likely discontinue any and all business I might be inclined to do with Best Buy in the Future." "The best I can do is forty percent" countered the woman. (I am not making this up).

"You have to be kidding!" My wife exclaimed.

"That is the best I can do... Ma'am, it clearly states this in the upper right hand corner of the statement on page 137."

"Oh for Chrissake, can you at least put me on the phone with some one such as a manager that can do the right thing here?"

...Silence.

Someone did, after more than 15 minutes of wrangling, finally agree to remove the bogus charge, but all I can say is...

WTF...!

 

As a former Best Buy employee i have many things i could say in defense of most of the employees, but also in defense to the customers. Best buy teaches thier employees to be "Salesmen" I remember managers qouting the movie "boiler room" many many times "ABC always be closing" i remember them telling us "you cant handle selling some moron a camera here is your taco bell app" i was fired by best buy way way way unfairly. I would allways go out of my way to satisfy my customers, i would always be fair, i would always be honest (even if it meant losing a sale) i was written up once for telling a customer that what they wanted and what they wanted to pay was totally opposite they wanted a computer that would run way advance programs but didn't want to pay over 300 any one who knows computers knows you can't run high speed gamming on a 300 P.O.S. machine its just not gonna happen when the customer left sadly unsatified i got in trouble my supervisor told me i should have just sold him the P.O.S. computer and let him have problems then he would have come back to get geek squad services cause the guy was "retarded" and "had no common sense" but don't get me wrong their are some employees that work very hard for you like in janesville, wi there is a kid named mike in appliances that is great, and a kid in madison named kieth really nice kids that really did help people. but as an employee i must say people expect everything from them they expect them to bend over backwards and break rules. i remember being on the floor in computers and literally running around trying to help 5-6 buying groups at once, and trying to answer phones. when its busy i'm sorry but answering the phone is damn ner impossible. those stores stay very very busy! so my advise is try to remember this when your talking to them especially at the customer service desks 9 out of 10 customers come in already mad at them and yell at them the store i worked in we litterally had to call the police at least 3-5 times a week because of customers goin nuts and throwing things at us or taking swings at us. i remember a young girl sitting in the break room crying because someone went off on her because another associate sold him a bad camera. well it wasn't her fault it was defective. Best advice don't go off on associates go directly to management start out nice about your problems if they give you attitude skip them go to corporate. cause depending on who the manager is they will either bend over for you or they wont they are either gonna be really nice people or a bastard one or the other, be nice and they'll be nice if their not its not worth getting mad over go to corp. threaten lawyer and they'll do anything you want. but don't take it out on the nice little girl behind the desk or the busy kid in the computer department that couldn't get to the phone

 

Why dont you all grow up and deal with life, and man up to everything instead of bitching about it

 

Ok I suppose we've all had some bad experiences with Best Buy... its fair to say any retail store I've shopped at I've had one bad experience or another, but I've had plenty good ones. I think its all about who you are accompanied by on your journey.

I've worked for Best Buy, I worked in the PCHO department on non-comissioned sales. I helped setup a store as a GEO in San Diego. I've done all the necessary training, and I hated it. It just wasn't for me, it wasn't my type of work environment, I felt like I was a Drama Kid in highschool. Thats just who they like to hire, excitment, customer centricity!! not me.

Guess where I work now? Yep, the national Call Center. And guess what, guess where it is? San Diego, CA. Amazing huh? Oh and there is one in Houston, TX too... their name is NCO and they put a HORRIBLE name on Best Buy. Our tiny team of 16 individuals, both sales and support agents out perform all 100 of those NCO people. They create problems, and make us look bad. I'm telling the truth, I've heard everything happen, fraud, lies, cheating... its sad.

You guys all have valid points and probably deserve better treatment next time you go to the store. I take a lot of passion in what I do, and address every problem as if it was mine. I hate when a customer calls in with a bad experience in the store, I immediately take the blaim, apologize and work towards a resolution. Also, if people would please start realizing that call centers are not incompetent retards brought in from the local rehab center. We are trained, actually pretty exlusively, just like any other BBY employee and we CAN handle your problem, and in the event that we can't... we WILL get you to someone who can.

ALSO what people need to understand is the fact that there is a reason why we are here, and guess what? its not for the inconvenience of the customers. Best Buy scored extremely low on customer satisfactions over the phone... no one was answering, still no one answers sometimes (YES IM TALKING TO YOU GAITHERSBURG, MD). Anyway, because customers could have been helped easily if addressed, they used us! And we do a damn good job for the most part, I mean I am at work right now, and right next to me a friend Mike just took a call and said "not a happy customer." The majority of the people are not happy, and do not want to hear a holding tone or a ring tone, and sometimes its as simple as just canceling an order or getting some information on inventory. We can do everything here and if you want an extensive list to test us, just let me know, or call any of the MD stores.

Sure, we can't do schedules, we can't do returns, and we can't give guarantees, but we do quite a bit. I'm not asking for respect, its not worth it, i'm asking for trust... and if you see that you don't find the service on the phone helpful, email us or call us and let us know so we can make it better. We all want to keep this job, it pays great!

Boycotting a business is like being racist... You're holding the actions of a few individuals against an entire retail corporation. Just let your wall down maybe once more and try us again, let us know that your experience last time wasn't good and we'll attempt to make this one worthwhile and mind changing.

:D put a smile on people, you're alive. i apologize if you've have a bad experience, i'll make my efforts to insure that everyone I personally deal with gets the service they want.

Thanks!

Nick J CSR-BBY STORE CALL SAN DIEGO

 

In other news, Rosie O'Donnell anounced that she is leaving "The View" to work in the Best Buy customer service department. "Radio Shack is responsible for 9/11," she claimed. "They are in cahoots with Bush and Popular Mechanics to dumbify the sheeple. Best Buy, on the other hand does not sell guns and we are working to make sure that any movies of videos with Tom Seleck speaking ching chong will no longer be sold. All floor personell will be required to yell "You luser" in response to any customer complaints. I'm really looking forward to it."

 

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