Best Buy terrible sevice experience

[BB3]

Earlier today I was in store #320 in Berwyn, IL. I had a pretty routine speaker return of some Sony B1000s that I purchased as some rear channel speakers (to make system 7.1). They were in perfect condition they just didn't quite fit in with the Infinity center and bookshelves (greatly overpowered). I brought the speakers into the store after 8 days of purchase. The geek squad techs test the speakers and everything works fine. I go over to the customer service line to have my credit card credited and the woman tells me they are not the same speaker. At first I thought she was joking as the model number on the back of the speakers clearly matched. She says...the serial numbers don't match. However, serials were xxxxx352 and xxxxxx353. I ask her to call over the store manager who immediately starts interrogating me as if I am trying to steal something. He then goes as far as to say he is going to call the police if I'm lying. Mind you I came from work and I was in a suit... not that matters but still. I explain to the man that electronic products have the same model number but different serial numbers as this is how the manufacturer or retailer differentiates one persons B1000s from another. After about 20 minutes of arguing with the store manager I finally begin to lose my cool and demand that they open up the same product from the shelf. Of course he refuses....because at this point he is beginning to realize he is an idiot. So I do what any person wanting to prove a point does I bought another pair so I could open the box and explain to him the purpose of different serial numbers. Finally, this joke gets the point and refunds my money for both sets of speakers. Has anyone had this type of experience with BB? Also, does anyone know the number to top tier Customer Service...the $20 gift card they gave me just does not make up for the BS I had to deal with. This store is notorious for shadiness...such as saying online prices are wrong and refusing to price match their own website. Any contact information would be greatly appreciated.

[BTBuck1]

Sounds like that store is in dire need of training.

Your best bet is to take the survey at bestbuycares.com. District staff, corporate and the GM read the verbatim comments. I recommend this good or bad service to anyone who shops at Best Buy as it really can make a difference.

[Mxr5150]

I used to work at Best Buy, that crap would happen at our store and I would completely sympathize with the customer. But, there's stupid staff and stupid customers everywhere you go.

[Rabidhunter]

Live anywhere near the Twin Cities? Their HQ is there, I would just walk into their corprate office and rain down on their parade buddy.

[BStecke]

Was the manager older than 22? If so, that's a shock. 1-888-Bestbuy is the main number for pretty much anything. I think there's an option for feedback in there.

[Beta Man]

Bruce Besanko vp of finance planning and performance management.

16715 JACKDAW PATH
LAKEVILLE, MN 55044


I'm sure if you use the name/address, you can also find his home phone number (the CEO is Brad Anderson, and far too common to track down w/out SS# ) I'd recommend a clear/concise letter directed to him, but remember, this guy didn't personally wrong you, so be respectful, and just inquire a direct phone-number for an executive in the customer service/relations division, and leave your contact info (preferably Email, these guys are human too)

Don't expect instant results, but if you're detailed enough (stressing the threat of calling the police on you for a routine return/exchange) you should get results.


good luck.

[Lord_Stewie]

Honestly that pisses me off. whatever happened to customer satisfaction. I think you shouldn't drop this matter, and contact their home office. File an official complaint. Idiots like that manager and the cashier that you dealt with shouldn't work there PERIOD.

[Slackr89]

ive had a bad customer experience their as well as my friend, ill give the gist of both.

1. Mine:
they charged me twice for a set of computer speakers, when i asked to get a refund on one of them they said i had to wait something like 2+ weeks to get a refund which is bull****. i ended up waiting but i gave a really bad review for the questionaire.

2. My friends:
he bought a laptop and it broke down after a couple weeks, brought it in to bestbuy and it ended up sitting in their backroom for 30+ days with a note saying "tell customer to take directly to manufacturer. there are two things wrong with this. 1. nobody contacted him about it and 2. he had a product service plan so bb was supposed to fix it, not the manufacturer. he waited another 50 days and after jumping through a couple hoops the manager finally gave him a full refund for the laptop and my friend just bought another one.

[badboi]

The only time I step foot into a Best Buy is when I have to pee and it's on the way home.

[MATTYBLU2]

Originally Posted by badboi

The only time I step foot into a Best Buy is when I have to pee and it's on the way home.

[MotionBlurr]

The advice I have to give to you guys is to pay a little more and buy at a "mom and pop" store.

[MATTYBLU2]

Originally Posted by Slackr89

ive had a bad customer experience their as well as my friend, ill give the gist of both.

1. Mine:
they charged me twice for a set of computer speakers, when i asked to get a refund on one of them they said i had to wait something like 2+ weeks to get a refund which is bull****. i ended up waiting but i gave a really bad review for the questionaire.

2. My friends:
he bought a laptop and it broke down after a couple weeks, brought it in to bestbuy and it ended up sitting in their backroom for 30+ days with a note saying "tell customer to take directly to manufacturer. there are two things wrong with this. 1. nobody contacted him about it and 2. he had a product service plan so bb was supposed to fix it, not the manufacturer. he waited another 50 days and after jumping through a couple hoops the manager finally gave him a full refund for the laptop and my friend just bought another one.

When in doubt and you are getting the run around, call BB corporate office and ask for a customer service manager.

here is my story: my light engine went bad on my sony 60" RP lcd and they ordered it. well it took 2 weeks to come in for one thing, then they set up 1st appt and the repair guy blew it off and never showed up. so now i am pissed, they got on the phone and made another appt with manager on the phone, guess what a week later for the appt a no show again, so now i am even more pissed, called again screaming. so now they get me on the phone and did a conference call with BB corporate office and they said they would call the next day to set another appt. well again i got no call to set up, 3 strikes and your out. i called demanding the tv be repaired by friday evening or i want another tv to replace it. i went 4 weeks without my tv working the right way.

so in the end BB corporate sent me a BB gift card for the price i paid for my tv and told me to keep the the one i have now. the next day the warranty co. called and came over and fixed the tv. i have to say the manager at BB corporate was great in satisfying my frustrations and they did go above and beyond for me

so my tv got fixed with a new light engine and i got a $$$$ gift card for the amount i paid for the tv i made out pretty good, but this would have never happened had they came out the first time and fixed the tv instead of making me wait 4 weeks and not blown me off 3 times

[DV92Camaro]

Originally Posted by MATTYBLU2

When in doubt and you are getting the run around, call BB corporate office and ask for a customer service manager.

here is my story: my light engine went bad on my sony 60" RP lcd and they ordered it. well it took 2 weeks to come in for one thing, then they set up 1st appt and the repair guy blew it off and never showed up. so now i am pissed, they got on the phone and made another appt with manager on the phone, guess what a week later for the appt a no show again, so now i am even more pissed, called again screaming. so now they get me on the phone and did a conference call with BB corporate office and they said they would call the next day to set another appt. well again i got no call to set up, 3 strikes and your out. i called demanding the tv be repaired by friday evening or i want another tv to replace it. i went 4 weeks without my tv working the right way.

so in the end BB corporate sent me a BB gift card for the price i paid for my tv and told me to keep the the one i have now. the next day the warranty co. called and came over and fixed the tv. i have to say the manager at BB corporate was great in satisfying my frustrations and they did go above and beyond for me

so my tv got fixed with a new light engine and i got a $$$$ gift card for the amount i paid for the tv i made out pretty good, but this would have never happened had they came out the first time and fixed the tv instead of making me wait 4 weeks and not blown me off 3 times

If you don't mind me askin', how long before your bulb went out on your 60 RP?

[BB3]

Thank you for all of the advice, I will be contacting best buy corporate with my concerns via my attorney (he will have more patience and eloquence haha). I am trusting that he will take care of it. Unfortunately, shortly after starting this thread I browsed through Consumer Affairs and found several cases very similar to mine in which Best Buy employees have attempted to bully or threaten consumers out of doing exchanges/returns. It's just unbelievable to me how far customer service quality has fallen in the past 10 years.

[MATTYBLU2]

Originally Posted by DV92Camaro

If you don't mind me askin', how long before your bulb went out on your 60 RP?

it never went out, the light engine was producing the well known green spots on my tv. so the light engine had to be replaced.

[BTBuck1]

Originally Posted by shadblz

Honestly that pisses me off. whatever happened to customer satisfaction. I think you shouldn't drop this matter, and contact their home office. File an official complaint. Idiots like that manager and the cashier that you dealt with shouldn't work there PERIOD.

it's called being burned a lot of times. one bad apple ruins it for the whole bunch sometimes. if you worked at BBY and saw the scams people try and pull you would be amazed and have a raised eyebrow to almost every customer returning something.

now i'm not condoning the stupidity set by the above example, but I can understand somewhat the thought process behind it. They have probably been victims of "Rocks in a box" at their store a lot lately and are being overly proactive (and in this case unjust) in trying to prevent it.

[Lord_Stewie]

Originally Posted by BTBuck1

it's called being burned a lot of times. one bad apple ruins it for the whole bunch sometimes. if you worked at BBY and saw the scams people try and pull you would be amazed and have a raised eyebrow to almost every customer returning something.

now i'm not condoning the stupidity set by the above example, but I can understand somewhat the thought process behind it. They have probably been victims of "Rocks in a box" at their store a lot lately and are being overly proactive (and in this case unjust) in trying to prevent it.

you are right. This does happen everywhere, not just Best Buy. I am management for National Amusements movie theatre. I deal with all type of customers all the time. I had my share of dealing jackasses, but still that wouldn't make me take it out on the next person who wants to see a manager.

[Mxr5150]

Originally Posted by BTBuck1

it's called being burned a lot of times. one bad apple ruins it for the whole bunch sometimes. if you worked at BBY and saw the scams people try and pull you would be amazed and have a raised eyebrow to almost every customer returning something.

now i'm not condoning the stupidity set by the above example, but I can understand somewhat the thought process behind it. They have probably been victims of "Rocks in a box" at their store a lot lately and are being overly proactive (and in this case unjust) in trying to prevent it.

TRUE THAT! +1

[aich75013]

Originally Posted by BTBuck1

it's called being burned a lot of times. one bad apple ruins it for the whole bunch sometimes. if you worked at BBY and saw the scams people try and pull you would be amazed and have a raised eyebrow to almost every customer returning something.

now i'm not condoning the stupidity set by the above example, but I can understand somewhat the thought process behind it. They have probably been victims of "Rocks in a box" at their store a lot lately and are being overly proactive (and in this case unjust) in trying to prevent it.

Yep. My dad returned a brand new DVD Recorder to Fry's a few years ago. It was still sealed in the box with a nylon strap around it. It was around $700, and the rep opened the box to make sure the unit was in there. so basically, they now had an open box item, because the CS Rep opened the box. You would have thought the nylon strap would be proof enough than it was never opened, as well as the packaging tape. I guess they actually have people returning different items in boxes.