Done with Best Buy

**BoomieMCT** · **12-20-07, 10:28 PM**

I'm done with Best Buy.

I got a Best Buy gift card. So I ordered some stuff online They sent the wrong stuff and included no shipping reciept or return label. So I called the store and they said they'd take care of it. Cool. So I go out to nearest Best Buy and they then decide that no, I can't return / exchange what I got because what is in my hand isn't what is on the e-mail reciept. No kidding - that's why I'm there! They tell me this happens all the time and I can take care of it by mail. I mention I got no shipping label. No problem they say, just call the number.

I'm PO'd so the wife calls the customer service for me, then gets put on hold for 20 minutes. They connect her to the wrong office, then transfer her - with another 30 minute hold wait. So now I've had a 45 minute car trip and almost an hour on hold AND I'VE STILL GOTTEN NO SATISFACTION. If they bother to answer their phone I'm betting they will still stick me for shipping on an error that was their fault, not mine.

I'm going to get this order taken care of and NEVER GO THERE AGAIN except maybe to try out stuff that I intend to buy elsewhere. With all the other options available the small amount of convenience of having one kind of nearby isn't worth the horrible, confused and borderline insulting customer service.

**BoomieMCT** · **12-20-07, 11:01 PM**

Now after being on hold for an hour we got to a human being. She suggested that perhaps we'd rather have the stuff they sent us rather than what we ordered. We asked to talk to a manager who (like the kid in the store) said this happens all the time.

**Sonnie** · **12-21-07, 12:33 AM**

These big box stores are full of kids and they are so disorganized... at least the store we visited is. I'm surprised they can survive like they do in their stores. My online experience has actually been very good with BB. I have quite often found the lowest DVD prices there as well as a few other items all along. Never any issues.

As you suggest... for some of us, at least they exist to be able to see things you may want to purchase from somewhere else that has better service.

**BoomieMCT** · **12-21-07, 06:21 AM**

Well, I guess that is why I'm so mad. They actually used to have really good customer service - especially the store I went to. Sometimes it was worth the extra $$$ because you knew if there was a problem you'd be taken care of quickly even if what you got was at a different store or even online.

Luckly there are still places that have excellent customer service. For AV products I have no bones with Parts Express, AV123 or buy.com. All three have given me great support on the few occasions something has gone wrong.

**tonyvdb** · **12-21-07, 09:19 AM**

Yup, see this more and more. The people they are heiring don't have any experience. and don't have any work ethic either.
I was in a Bestbuy here and was looking for a portable CD player that plays mp3 files and I had to ask three different sales persons before one of them could tell me where they were.
You have to do all your own homework before you walk in a big box store now as none of them know anything about what they are selling.

**salvasol** · **12-21-07, 02:52 PM**

Sorry about your bad experience ... that happens everywhere (stores, online, banks, credit card companies, etc.)

But there is also good people within the same companies ... you just have to be lucky to find that person that will take the time to help ...

**SteveCallas** · **12-21-07, 03:14 PM**

Right, for the occassional bad experience, there are probably 100 good experiences. As for asking any electronics store employee for advice or information on something, that stopped being a good idea about 5 years ago. With the massive selection, numerous features on components, countless formats, etc., you HAVE to do your homework nowadays.

**BoomieMCT** · **12-21-07, 03:58 PM**

Quote:

salvasol wrote:

But there is also good people within the same companies ... you just have to be lucky to find that person that will take the time to help ...

Sure, but I shouldn't have to go through five bad people (plus the one who messed up the order in the first place) + 45 minutes of driving + 2 hours on the phone to get to the one good person.

**BoomieMCT** · **01-02-08, 02:40 PM**

BB finally sent out the CD I was supposed to get. I found out yesterday they sent it UPS signature requried. I can't stay at home to sign for this, sending to work is not an option and the nearest UPS center is far away. I can't wait to get the package so I can be done with BB forever.

**SteveB** · **01-03-08, 12:31 AM**

I was in BB the other day to take advantage of the buy 3 get 2 free hd dvd offer. They had the Guitar Hero game playing right across the aisle and some 20 something guy is playing the game with volume full blast. Several people are commenting on the volume and when an employee walks by I ask if there is any way the volume can be turned down, he shrugs his shoulders and keeps on walking. I finally picking out the 5 I want and head to the check out area. Guy rings them up and says that will be $130 something, I ask about the promo and he said 'is it in the flyer'? I said I saw the sign on the dvd rack so he hands me a flyer and expects me to find it. He calls another guy over and asks him about it, this guy heads off to find the sign. guys come back about 5 minutes later and takes over the transaction. He does everything right and actually gave me two of the more expensive dvds free.
Not so good experience turns out pretty well. I don't shop there on a regular basis and will only go for the deals.

**Sonnie** · **01-03-08, 12:37 AM**

I don't think this is uncommon at many of these similar type stores, such as Circuit City, etc... or even the big department store with electronic sections like Sears, Target and even worse is Wal-Mart. If you shop at any of these places you may as well know what you are looking for, have done your homework, and have all your ducks in order before going. Don't rely on anything from the employees in the stores... it's a shame, but that's the way it is.

**tonyvdb** · **01-03-08, 09:22 AM**

Sonnie is right, Most of these big box stores do not train staff anymore so they just do with who they get. Allot of the staff are kids just out of high school or older adults in Wallmarts case and have no knowledge of audio or video other than what they see and have only owned the cheep consumer grade stuff who don't even know what a HDMI cable is so I think its just a trend that we will have to get used to and with this lawsuit that BB is facing it may just be the tip of the iceberg.

**BoomieMCT** · **01-03-08, 12:25 PM**

Drove out to the UPS depot (45 minute round trip) to pick up the replacement CD they deigned to send signature required. Guess what? They sent the wrong one again. When I was on the phone with them they said they couldn't resend it but they would refund me the price of the wrong order (about $8 less then what I ordered). Talking to that sales associate's manager fixed that . . . I hope.

For those who say that all companies make mistakes, here is a sum total of mistakes and what I've been through to not get one CD.

1. Manager of Fair Lakes store told me I could swap at store, desk person said that wasn't true. Desk person was also very rude as was the other manager I spoke to. Wasted time: 1 hour.

2. After being on hold for an hour got directed to the wrong person, then put on hold for another hour. *That* person said we couldn't be helped but the manager supposedly did. Wasted time: 2 hours.

3. New package sent signature required so I had to drive to the UPS depot. Wrong package sent again. Wasted time: 1 hour.

4. There were a few more calls to Best Buy about getting return labels sent. As of now they haven't been. I haven't been charged for the wrong CDs yet but, all things being equal, I want to get them off my hands. Total wasted time: 30 minutes.

So now I have two copies of a CD I didn't order, no return labels and a vague promise I'll be credited back where I can try to start this process all over again. You can bet I'll be doing store pickup this time - the extra driving is worth not going through this again.

All I can say is this better be the best CD ever and I'll never do business with Best Buy again.

This is especially true considering the great service I've gotten from other companies recently. When I had a problem with the amp on an AV123 X-sub I ordered they had a new one in the mail the day I wrote them. When I had an issue with a Neutrik plug I ordered from Parts Express they had a new one in my hands two days later. This is the kind of customer service I expect. For a well-stocked bricks-and-mortar store to get smoked so badly by internet companies is crazy to me.

**BoomieMCT** · **01-16-08, 10:54 PM**

Update!

So today I got a nasty phone message from Best Buy saying that if I didn't return the CDs they sent me (the two wrong ones) they were going to charge my credit card. I called them and told them I would be happy to send them back if they would send me pre-paid shipping labels like they promised to send *twice*. Their response was that since they didn't send them I should just pay to send them back myself or take them to the store. The first is crazy, the second I had tried before and the store wouldn't take them (because since they were the wrong CD they didn't match the reciepts - something they say happens ALL THE TIME). After going over my story twice the person on the phone swore up and down I would get a label in my e-mail promptly.

It still hasn't arrived.

They'll get theirs though. One of my friends is building his first HT. He was ready to spend $4k at Best Buy for a HD projector. After telling him my story he opted to take his money elsewhere.

**conchyjoe7** · **03-19-08, 12:43 PM**

And that (post above) my friends is your BEST and truly ONLY option: Take your money elsewhere, and get your friends and family to do the same! I too find BB horrendous and decided I'd rather not have something than to have to put up with BB anymore...so; I simply take my pennies elsewhere. Remember, we may be small singularly, but together we are large and strong...trust me; somewhere along the line BB will realise that we and others are indeed taking our money elsewhere, and MAYBE just MAYBE they will actually do something about it. Until then; no BB purchases from me under any circumstances!!!

**lcaillo** · **03-19-08, 01:41 PM**

I see this view as a good example of "cutting off your nose inspite of your face." The fact is that many large vendors often have poor service and make mistakes. It seems to me that if they have the product you want at the best price, you only hurt yourself by buying elsewhere. That is if price is all that matters. For many purchases that is the case. When they run a loss leader, taking advantage of it and not falling prey to their baiting actually gives you the best of both worlds. You get the lowest price, and you don't give them significant profits. They would not be in business if they always sold products at the margins of the loss leader items. Be as brutal as a consumer as they are as a retailer. Take advantage of them and use them to your benefit.

**tonyvdb** · **03-19-08, 04:47 PM**

Rarely are the best prices found in the big box stores. With the exception of after Christmas sales or Black Friday in the US your usually better off buying online as you avoid the middleman.
Its not just best buy you need to avoid if you think that way. Here in Canada we not only have BestBuy stores but Futurshop and most people don't know this but BestBuy owns Futureshop or at least 65% of it.

**Sonnie** · **03-19-08, 04:51 PM**

Quote:

I see this view as a good example of "cutting off your nose inspite of your face." The fact is that many large vendors often have poor service and make mistakes. It seems to me that if they have the product you want at the best price, you only hurt yourself by buying elsewhere. That is if price is all that matters. For many purchases that is the case. When they run a loss leader, taking advantage of it and not falling prey to their baiting actually gives you the best of both worlds. You get the lowest price, and you don't give them significant profits. They would not be in business if they always sold products at the margins of the loss leader items. Be as brutal as a consumer as they are as a retailer. Take advantage of them and use them to your benefit.

Agree... 100%!

As I eluded to earlier... there probably isn't a big box retail store out there that has not had their share of customer problems. No doubt some customers have had more than one bad experience with the same store and will refuse to go back... ever. That is of course their prerogative. However... there are no doubt tons of happy customers that will continue to shop there again and again, including myself. As mentioned, I often find the best prices there and have never had any issues whatsoever. If I do, I will simply deal with it best I can. Actually... just thinking about it, I did have somewhat of an issue with them. They sent that Samsung BD player after I had canceled the order, but they also sent a return shipping label for UPS pick-up.

Anyway, as mentioned already... us being in a forum pretty much know ahead of time what we can expect from places like this. We may have an issue all along, but all in all, we will get over it and move on. No one is going to die from it... I don't think.

**Zembonez** · **03-19-08, 06:35 PM**

Big box retailers are certainly on the bottom of the list for discerning purchasers.

I use them for general accessory type items only... No electronic gear. I have found that making a friend out of the local "CC" store manager has resulted in some good deals and better service than you might expect. I've been given some good advice on what not to buy from them because of the return rates and get all of the super special deals on my DVD Media, batteries, etc.

I say use them to your advantage and be wary...

**fibreKid** · **03-20-08, 11:36 PM**

As a

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