Best Buy - Customers don't count
The Best Buy organizational culture appears to be one based on rigidity and indifference towards the needs of customers. After spending $1200 on a laptop computer, I was told it would take 3 hours to do the installs and pre-service work for which I had agreed. I left the store at 1pm with the plan to return at 6:30pm on my way to an important dinner with 15 friends. The store was not near my home. They called later to tell me that it would be much later before it finished. Conversations with several Geek Squad members proved only more frustrating because they did not seem the least bit concerned about my inconvenience. But, they said they would talk to a manager while I was en-route to the store. It should be mentioned that I would be unable to return for several days and miss a full day at home to set up, etc. if I didn't get it that night. At 6:30pm I arrived (after changing my car pool situation) and waited over 45 minutes for the computer, making me very late for my evening. I realize that they could not have speed up the process at this point and my dinner plans were ruined. However, no offer of a small discount or gift card was offered. Nor were there any apologies about the delay. In fact, the one Geek said, "I talked to the manager about a gift card or something and he said there really isn't anything we can do." That translated to me as "We have your $1200 so we don't need to do anything for you". I would have returned the whole system had I not been screwed for the $129 of non-refundable service they had started. I sat there close to tears for 45 minutes watching dozens of people make large purchases. A small gesture of understanding would have saved a customer. The failure to extend a small gift card ($15-20) has lost them far more in my business for life and that of any others if in my power. And, I started with the 15 friends I met later that night. Best Buy is clearly the most customer un-friendly organization I have ever encountered.
Best Buy Gift Card
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