On May 16, 2009 I visited the Baileys Crossroads BestBuy (#283) in Falls Church, VA, intending to purchase item LC-40E67U (Sharp Aquos 40” HDTV). Before my visit, I checked your website to determine if the item was in stock, and your website indicated it was in stock.
Upon arriving at the store, a store associate informed me the item was not in stock, and offered several nearby locations which reported in stock quantities by your inventory system.
I phoned the nearest location, store #276, and spoke to Jonathon. Jonathon informed me the store had 2 units in stock. I asked if those 2 units were in addition to the demo model, to which Jonathon replied “yes.” I then asked if a deposit was required to hold the item, and Jonathon replied “no.” I informed Jonathon that I would arrive within the hour, and before the conversation was finished, Jonathon immediately forced the extended warranty on me. I thought this was a bit aggressive, considering I had not yet purchased anything.
I drove to store #276, which was roughly a 45 minute jaunt from store #283. Upon arriving, I visited the customer service desk, and spoke to another associate who informed me they did not have the product in stock. Jonathon then joined the conversation, and rather smugly said, “we don’t have it.” He explained that he left a voicemail on my mobile 25 minutes before I arrived, saying the product was not in stock. When I inquired why I was told the product was in stock, he explained that there was a discrepancy between his customer service inventory system, and the warehouse inventory system. I accepted that explanation, and asked if there was anything that could be done. Jonathon informed that there was nothing that could be done. I asked if a comparable product could be sold at a similar price, to which Jonathon laughed and said “no, that’s impossible.” I asked if the delivery charge could be waived, and again Jonathon laughed and said “no way, we don’t ever do that.”
Not once during Jonathon’s explanation did he offer an apology. Jonathon offered to check another store’s inventory, and when I asked if he could guarantee the item was in stock, his reply was “it says they have it, so the must have it.”
The customer experience at store #276 was abysmal. Jonathon did not treat me, the customer, with respect, nor was any attempt made to rectify the situation. At no time did it seem like BestBuy wanted my business. I’m well aware that a $700 television will not make or break BestBuy, but in these trying economic times, I feel every attempt should be made to retain your customer base.
As a direct result of this poor experience, I purchased the television from C*stc*. You have lost a loyal BestBuy shopper
I expect a reply to this message. I will follow up until a reply is received.
