Best Buy & Geek Squad Policies

[KarBar]

I am very dissatisfied with the customer service at my local Best Buy store (store # 583).  I brought a Sony Bravia 42V4100 along with a Sony HDMI 5 disc DVD/CD changer.  After the associate rang everything up, he explained that he had to redo the whole transaction b/c he didn't process the order for premium delivery?  So I sat there for about 30 minutes waiting for him to figure this out.  He then asked if I had another $1k on my card to swipe again b/c he can't process the transaction.  I explained I wasn't comfortable doing that so he backed off.  He called me back to the register, asked me to verify the information on the video keypad and sign my name.  I wake up the next morning to a call from my bank telling me my account is overdrawn.  Seems both transactions went through.  WTH.  Now I have overdraft fees and Best Buy has absolutely no urgency.  I went back to the store and took all the paperwork, asked to see a manager and she came over, refused to make eye contact and simply said 'he voided it because he didn't put in for a CCM' and walked away.  Oh a CCM, that must be it.  Nothing else was said.  The CSR credited back my overdraft fee ($38) and that was that.  Outrageous.  No one even apologized.  This will be the last time I buy anything from BBY, I will order from and online retailer from now on.  This is outrageous. My bank said it will take 5-10days for the credit to process.  So I have NO CASH for a week?  Unacceptable.  Never again BBY, you've lost a consumer and will include this on all 'Worst Buy' blogs also.

[MobileExpert]

So the employee made a mistake, and BB corrected it, and you're not going to shop here because no one apologized? Well let me say, on behalf of that store, that I'm sorry that mistake happened. You have to remember, we're all human. I really hope we're able to earn your business back.

I've done the same thing. I rang an iPod out for a customer, but forgot to apply the open item discount. I only realized after, and had the transaction voided, then tried to rering it. I was unable to because the customer didn't have enough on his card. I was new at the time, so I hadn't realized that an exchange could've been done and the $15 would've went back onto the card. Unfortunately it was for a present the next day, so the customer was unable to buy it.

[Elizabeth-BBY Community Supervisor]

Dear KarBar, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[KarBar]

To BBYMemployee:

I understand human error but this error was at a cost and I was ridiculously inconvenienced AND no one apologized, that's my beef.  Customer service is vital in EVERY industry and one bad experience can/will be costly and THAT fact needs to be understood.

Best Buy corrected it but on their timeframe with no urgency. I love my TV but dealing with Best Buy is not something I see in my immediate future.

[Jason-GS]

Hi KarBar,

I am disappointed this was not handled in a better manner for you.  I appreciate that you understand that mistakes happen, but at the same time fully understand your expectation for for mistakes to be made right in a professional manner.  I am glad that at the time you at least got the overdraft amount refunded.  I will be send you a private message to further follow up with you and make sure this has been resolved.

Thanks for writing!

Agent Jason

Geek Squad® Community Connector

Go Ahead.  Use Us.

[KarBar]

To Jason;

I will say this, my installers from Geek Squad were TERRIFIC!  They came in and set me up in under 10mins and that includes the removal of my old (and very heavy) CRT.  They came early (which was cool) and they were out so quick my head spun.  They were very considerate and professional.  I've heard alot of bad things about Geek Squad but I'm not buying it.  They put together my TV (but I can hookup my own components including cable, etc.), in a more professional manner then I expected.  Kudos to them, they deserve to be commended b/c they were the ONLY highlight of this entire experience.