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Posts: 2
Registered: ‎12-26-2017

Exteremely Poor In-Store Customer Service

This has been the most surreal, asinine experience ever making a purchase and making a complaint.  Both with the in-store experience and well as the process to even make your voice heard when spending your hard earned dollars.  It is mystifiying to me why a customer would have to register with a forum and submit what could be a serious issue via what is essentially a blog.  Mindblowing!


Today my son and I visited the Best Buy store located in Mayfield Heights, Ohio to purchase a 2DS.  After selecting the system, with the help of a very nice young man in that department, I made my purchase and proceeded to the front of the store.  My son wanted to browse the cell phones, look for a gift etc. As we approached, the front of the store I noticed  a man standing at the front of the store with an ear mic.  As my son and myself were walking by the man exiting the store the man approached me and attempted to grab my bag out of my hand while saying "let me check your bag".   I immediately pulled my bag back and said "No!  That is not the way you speak to me.  You say excuse me,  may I check your bag.  You do not snatch anything out of my hands."  He just stood there looking at me for a moment and then said VERY nastily  "may I check your bag".  I handed him the CLEAR colored bag and proceed to question him why he had not stopped the people who had just let the store.  I received no response.  I then gave him a "briefing" on racial profiling, took my bag and exited the store.  Had I not been so utterly embarrassed, shocked and furious by this behavior I would have turned right back around and demanded my money back that instant.   However,  I just left the store and fumed all the way home.  When I got home I thought about the situation and deciede to file a complaint.  I called the customer service line who after hearing the reason for my call left me on hold for 30 MINUTES.  Then after all that,  I had to register for a forum, reply to an email, post a topic etc.  Again, I am truly astounded that this is the way BEST BUY is doing business.  To add insult to injury, I had to waste more time with this cumbersome process.  I will NEVER make a purchase at BEST BUY again either on-line or in the store.  And please do not say race was not involved.  He didn't stop any other ethnicities leaving the store.

Posts: 3,492
Topics: 29
Kudos: 319
Solutions: 212
Registered: ‎11-29-2016

Re: Exteremely Poor In-Store Customer Service

Hi dayjaa3,


Welcome to our forums.  I apologize for the delay in our response, as our Support Forums have become a bit backlogged during this busy holiday season.  With that said, I appreciate your patience, and I’ll be happy to address your concerns.


I’m sorry to hear your experience at our Mayfield Heights location ended so poorly for you, and your experience with our Support Teams at 1-888-BESTBUY sounds like it has only added to your frustration.  This certainly isn’t representative of how we’d like our customers to feel after visiting one of our stores, and I truly apologize for any disappointment this experience has caused.


Going forward, I’ll be documenting your experience here at our Corporate Headquarters for any future coaching or training opportunities that may present themselves.  We can’t hope to improve the level of service we provide our customers without feedback like this, so while I regret you had to go through so much to get to this point, I truly appreciate you taking the time to join our forums and share your insights with us.


Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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