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Posts: 1
Registered: ‎09-16-2019

Distasteful In Store Experience/ Bad Customer Service

Hello BestBuy team,

I don’t usually complain about anything, but today I am writing this to you after a rather disappointing situation I experienced today at one of your stores (Mission Tx).

I’ve been a very loyal customer since I can remember, as I have two kids who are now active professional citizens and I’ve been buying all of their laptops and electronics in that same store since they started school, and being a full time school teacher myself you can only imagine the amount of laptops I’ve been getting through the past 15 years.

I do not intent to harm the store nor the workers as the supervisor and the geek squad were incredibly nice to me trying to assist with my situation, here’s the deal:

I saved some money for the Labor Day deals, I already knew which laptop I was getting using your website catalog. Once in the store, I was advised to get a better laptop (since there were so much better offers there) and I got convinced on getting a metallic 17” Dell laptop, nothing too fancy and it was exactly what I was looking for! However, they didn’t have another box so I ordered it to pick it up in the following 4 days. As I stated before, I am a teacher and depend 100% on my laptop to work, but I patiently waited... turns out, my laptop was delayed and I had to wait another week, eek!!! So 2 weeks without being able to properly work.

By the second week, they called me and I went to the store immediately, only to find out that they mistakenly ordered A DIFFERENT LAPTOP: a 13” plastic Dell.

Long story short, I tried to explain my situation to the manager and sadly he wasn’t able to either fix my situation (the laptop I originally wanted wasn’t on sell anymore) nor help me out with honoring the original Labor Day price. On the other hand, he got me a 100 dlls discount with a different laptop, that’s all he could do. I am grateful for that but that was not that I saved my money for so I left the store with a eh laptop and discouraged of how everything was handled. I hope you can understand my discomfort and even though I already purchased another laptop for mere necessity, I’d like you guys to look into this matter and hopefully no one goes through this in the future.

Sincerely,

A let down customer.

PS: Kudos to your geek squad team, they really know what they’re doing.
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Posts: 130
Topics: 4
Kudos: 15
Solutions: 1
Registered: ‎12-04-2018

Re: Distasteful In Store Experience/ Bad Customer Service

Greetings, Lorelei1969.

 

Thank you so much for taking the time to share your experience at our Mission, TX location. As someone who also relies on their computer daily for both business and personal, I absolutely understand where you are coming from and this is certainly not the level of service that we aim to provide.

We do take this feedback very serious and this is certainly something that I would like to document properly. Would you mind sending me a Private Message with more details? Please feel free to share any further details that you wish to share about this as well as the following information:

 

  • Your full name
  • Phone number
  • Email address

 

Thank you again for bringing this to our attention and I look forward to hearing back from you.

All the best,

Michael|Social Media Specialist | Best Buy® Corporate
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