I mentioned in a previous post that I am the first to complain to anyone that will listen when I have had a bad experience. Today I am going to write about a recent experience with customer service from the big box/chain store, Best Buy.
Recently I decided to make the transition from a desktop to a laptop in order to work more efficiently and better service my real estate clients. I purchased a Toshiba R705-P25 laptop from Best Buy. Since I use the laptop “in the field”, I thought it may be a good idea to purchase a carrying case, so back to Best Buy I went.
The salesperson on the floor was extremely attentive and made suggestions for what to purchase. I took the case I was considering purchasing over to the laptop section to be sure it fit properly. I discovered that the laptop I purchased was on sale again for $799, $30 cheaper than the $829 I paid for it less than a month ago. The floor salesman told me to go to customer service and that they could do a price match and credit my account.
The customer service rep at the counter was very cheerful while he researched my purchase. After finding the purchase in their system, he said he would love to help, but the system would not allow him to do a price match due to the fact that the laptop had been purchased more than 14 days ago. He explained that Best Buy’s price match policy falls under the terms of their exchange/return policy which is 14 days for a laptop. I asked to speak with a manager, so the CSR called the manager to assist me. That’s when the attitude changed. She showed up with arms crossed, rolling her eyes as if I was inconveniencing her. I explained to her that when I initially looked at the laptop it was $799, but when I purchased it 4 days later, the price had gone up to $829. I was told at the time of purchase that the $799 price was an introductory price since the model had just been released and they were not able to adjust the price so I paid $829 for it. Now, 19 days after my purchase, the laptop is on sale again for $799. I explained to her that I was not asking them to exchange or return the merchandise; I simply wanted them to match their own price. She mimicked the same line I had just heard from the CSR, stating it was beyond their 14 day exchange/return policy and there was nothing she could do.
I left the store thinking…really, seriously, are you kidding me? The laptop has been on sale twice in the last month, I just happened to purchase it during the time it was not on sale, but there is nothing you could do to accommodate me in regards to a price match on YOUR product at YOUR price since I was 4 days beyond your 14 day exchange policy? It got me thinking, a 14 day exchange/return policy seems like a short time, but nonetheless, don’t most stores have a 30 day price guarantee policy? Why should the price guarantee timeframe mimic the return policy, they are not one in the same?
The next day I called Best Buy Customer Relations. I explained what had transpired at the store and once again they stated that it was beyond their exchange/return period and said it is company policy and their hands were tied. The representative I spoke to said she would be happy to enter a formal complaint for me. I finally felt like I was getting somewhere. I told her, yes, I would like to do that and then asked when I could expect a response. Drum roll…are you ready for this?? This is the reply I received, “not all complaints are responded to.” Once again, I am left thinking…are you kidding me? She went on to explain that sometimes you will receive a response, sometimes you won’t, it’s up to the person that reviews the complaint to decide whether to follow up. She said she would note on the complaint that I was requesting follow-up. It’s been three days now since I called Best Buy’s Customer Relations department and I haven’t heard back from them. I seriously doubt I will.
Obviously this experience has left a bad taste in my mouth for Best Buy. They are a huge chain store. It could not have possibly hurt their bottom line to honor my request and refund me the difference in price considering the product had been on sale twice at that price in the past month.
My conclusions: Best Buy treats their customers like crap. I find it inconceivable that they were not willing to credit $30 to keep a customer. There are plenty of other options to purchase the same merchandise they carry. I will tell everyone about my experience and I will never step foot in another one of their stores again.
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Best Buy is no good! I have been dealing with them for years. That prissy “Geek Squad” should be called Idiot Squad because they know nothing about tech or how to treat a customer. I only go to Best Buy for the rewards discounts and even that’s not enough to mask the terrible escapades that I have fell victim to in the past week. Bottom line, go else where, if you want to be treated with respect.
Best Buy may have the worst customer service I have ever experienced. Bought a phone from them a few months ago. Last Tuesday I went in for a car charger for it. Best Buy expert showed me which one to buy. I went out to my car & plugged it in, rode home for 15 minutes & picked up the phone, which was hot to the touch. Turned phone on & it was completely drained. Took it into my house & charged it up again but phone was still hot & not holding a long charge.
Went back to Best Buy & after explaining situation was told the charger was faulty & they switched it out. Headed out, plugged it in & it did the exact same thing. I think it has fried my battery. Got the run around, why I didn’t buy the freaking extended warranty, etc.
Explained to them that the phone was 3 months old. Then explained that it was the crappy charger that had fried my battery. Talked to an 18 year old kid, who then patched me through to the supposed manager, who I later find out wasn’t when I talked to the district manager. Didn’t matter, as none of them wanted to accept the responsibility that the item they had recommended was the root of the problem. After asking for the District Managers Supervisor I was told that they did not give out phone numbers. I then asked for an email which was also not possible. Finally they gave me an address that I could write a letter of complaint to. I think I’ll pass, I’ve already seen Best Buy’s customer service at it’s best.
They pulled up my account & had to see that we had spent a ton with them over the last year, but still wouldn’t budge on replacing a battery that probably would cost them $10. I calmly explained that is why I would now be buying all my electronics from Costco in the future.