Best Buy & Geek Squad Policies

[walton88]

I am a Best Buy rewards card member. While I do not spend thousands in this store, it is my first stop for all electronic purchases.

I visited the Seekonk, MA store today to purchase the Garmin 255W bundle package for my husbands birthday. The sales clerk was very helpful & informative.

I was the 4th in line at the only open register. Another customer got into line behind me. A short while later he walked over to the Customer Assistance counter and the clerk started to check out his purchase at that counter. The clerk and the customer turned & looked straight up at me and the long line I was in and then the clerk ducked his head and only helped that one customer. Not even when he was done did he call anyone over to assist them.

I found that very rude and very poor customer service. At the very least he should have called over the first person in line who had been waiting the longest.  I put the Garmin back, left the store and bought it elsewhere. Not going to shop there anymore.

I first tried sending this complaint to the e-mail customer service feature - of course it is a deadend and does not work! HA!

[Adamtech Emerging Expert]

I apologize for the way you were treated in one of our stores, that is unacceptable.

[SlimJim77]

Why didn't you speak up while you where in line, instead of after the fact online?

[Adamtech Emerging Expert]

Honestly, the customer should not have to.

[SlimJim77]

Honestly, Adam, If someone cut me....I'm gonna speak up about it right then and there with a loud "HEY MAN, I WAS NEXT". I have trouble believing this situation was REALLY that big of a deal if one sits silently and takes it.

This is a clear case of an assertive personality getting ahead of a passive one.

[walton88]

Thanks for the comments SlimJim & Adam.

I walked out because the clerk looked right at me & ducked. He was well aware of what he did and that made the decision easy for me.

I did debate it for a while & stayed in line intending to tell the clerk at the front door as I exited. Anyway why get into it with the store? They want my sale & were going to apologize for the clerk.

As I stood there the line got shorter and I realized there are may other retailers hoping to get my business. Granted it was only a $210 sale but the economy is pretty bad so why should I reward this store with my hard earned income if I am so easily overlooked.

Also, it wasn't someone cutting the line - it was a clerk at the customer service area - away from the registers taking this person when clearly others were waiting to be served. I was far enough down the zig zag line to see what he did.

Consumer confidence is down and people are not spending money.  A little effort would have gone a long way here and retailers need to know while the price may or may not have been thing that got me in the door, the employees and service are often what will keep me returning...or not/

[SlimJim77]

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walton88 wrote:

Thanks for the comments SlimJim & Adam.

I walked out because the clerk looked right at me & ducked. He was well aware of what he did and that made the decision easy for me.

I did debate it for a while & stayed in line intending to tell the clerk at the front door as I exited. Anyway why get into it with the store? They want my sale & were going to apologize for the clerk.

As I stood there the line got shorter and I realized there are may other retailers hoping to get my business. Granted it was only a $210 sale but the economy is pretty bad so why should I reward this store with my hard earned income if I am so easily overlooked.

Also, it wasn't someone cutting the line - it was a clerk at the customer service area - away from the registers taking this person when clearly others were waiting to be served. I was far enough down the zig zag line to see what he did.

Consumer confidence is down and people are not spending money.  A little effort would have gone a long way here and retailers need to know while the price may or may not have been thing that got me in the door, the employees and service are often what will keep me returning...or not/

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Thanks for sharing the situation, Walton. Hopefully the nice folks that run this area of the site can do something for you to make things right.

[mstng87gt Trusted Contributor]

It sounds like that it was either a friend of that employee or  another employee  that didn't want to wait.  Either way it shouldn't have happened.

[Allan-BBY Community Connector]

Hi walton88,

I think everyone in the U.S. has experienced something like this at least once in their life, and I can say personally this type of behavior always bothers me. In fact this last weekend I was at a restaurant waiting to be seated, and the person seating customer’s sat two different groups before me that had arrived after me. I did end up eating there, and the food mostly made up for the poor customer service, but believe me next time I will think twice about eating there.

I can assure you that this is not the type of customer service that our stores should be providing our customers’. I am forwarding on your complaint to the management of this store in the full expectation that they will take the necessary steps to insure this is not the experience that future customers of their store receive.

Thanks for posting,