Best Buy & Geek Squad Policies

[Davidsbb]

I dont know I wasnt there, but whats the differance???  He told them that his store had it, and then they drive all the way there and find out its gone and then laugh to where the customer seen it. Thats no good

[Starflyer59]

Come on, people laugh when they are having a conversation. But actually getting into someones face (invading personal space) and laughing at them would be wrong.

If me and you are talking and I laugh at something, does that mean i laughed in your face?

Neither of us were there so we don't know if the employee actually got in their face and laughed at them.

[Starflyer59]

"But they called ahead and the guy said he had it in stock and would hold it. I would be very upset when I got there "

I agree with you David. It just goes to show that alot of people cannot be trusted anymore. No one keeps their word anymore.

[Elizabeth-BBY Community Supervisor]

Hi ctubesing,

I've asked Allan, one of our Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days at the most.

Thanks for sharing your experience,

[Allan-BBY Community Connector]

Hi ctubesing,

I will start by saying that no customer of ours should be laughed at when faced with disappointment, and in general I feel like it would be a good idea not to laugh at all in this scenario. Even though this associate might not have been actually laughing at you, you obviously felt like they were, and your perception of Best Buy® is what is going to keep you coming back to our stores.

It is true that when a customer calls, and asks if we have a particular product in stock, our associates are required to check our inventory system and base their response on what our system shows. Our stores don’t require an associate to actually physically check to make sure a specific product is in stock, but if asked they should go physically check our inventory. There are actually many reasons why our inventory system might not match exactly the physical inventory of a store, and the most common reason is that the store sold out of a particular model just prior to them arriving at the store.

It sounds like you purchased your TV from another retailer and I never like hearing that we lost a sale mainly because of how a customer was treated by one of our stores. I am sending you a private message to see if there is something I can do to make you feel better about this experience. To check your messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting your concern,
Allan
Community Connector
Best Buy® Corporate

[TGarvin]

ctubesing,

I would first like to apologize for the experience that you have had.  At the store we do the best we can to insure that we can meet your needs.  As for holds we DO have a hold process for almost all items except limited addition product and New Release.  Jonathan is a Sales Operator for us and I'm not sure why you experience as it was but normally he gives one of the better customer experiences.  The process when a customer calls in is to check inventory system, and if the customer wants the items after the interaction to have the TV pulled.  The inventory system is almost always correct but is not 100% because of the amount of products we carry and some of the things that can happen with it.  I have never seen Jonathan laugh at a customer and Im sure it was not intentional if it did happen. The best way to insure the product you want is available for pickup is to place a BestBuy.com order for in store pickup.  Once you place the order you will receive a conformation email that we send out after the product is tagged and pulled.  This will insure you have not had a wasted trip.  If there is anything we can do as a store to better your experience we always want feedback.  Thanks for taking your time to let us know of your experience and we will be working on insuring it does not happen to anyone else.

Tracy Garvin

Customer Solutions Manager

Store 276

[ctubesing]

Thank you all for responding.