I am 76 years old, still practicing law and found myself needing a set of ear covering ear phones that would work with hearing aids. I went on your web site and was assisted by a very nice rep in your chat room. She found and recommended a pair of Sony headphones regularly 199.00 on sale for 89.99 until black friday.
My web chat with her was on the Sunday before Veterans Day on Monday. She definitely told me that that price was good until Black Friday and recommended that I stop in a store and make sure they would fit over my hearing aids before buying. I stopped in your Mayfield Heights Ohio store at 5:20 PM on the next day Monday on my way home form work. The store was deserted but not surprising because we were having a snow storm. In spite of the lack of customers I had to find the headphones myself and finally go ask the clerks who were having a great time kidding with each other. I told them I wanted to buy the headphones and they told me they were 199.00. I said that they were not on sale anymore. I went to see the Manager and explained what had happened and he was unfriendly and insulting asking me why he should take my word for my discussion with the chat room. finally at my insistence he checked you computer and said Oh they were on sale for Veterans day only. I pointed out that that day was Veterans day and he said , too bad the sale ended Sunday.
I went to your help desk and asked for a complaint number which I called from my car and got a nice foreign speaking rep who I had trouble understanding because of my hearing problem but she finally promised me that my issue would be passed on to and heard at the highest level. she did not ask me for contact info so I pretty well knew what that meant. At no time did any of your people at least apologize for my misunderstanding in what I heard and since I am attorney I am used to being pretty sure I always have my facts right. Your chat person and complaint line person were both very nice. Your store personnel were all jerks who insulted me and were of no assistance and frankly could have cared less. The store manager's parting comment was call our chat line an yell at them. i came home and did what I should have done originally according to my kids. I went to Amazon, bought them on line for less that your sale price and they were delivered one day later. Because of my age I am a touchy/ feely buyer so I try to support brick and mortar stores over web business. However after my experience with Best Buy I am changing that position. I am grateful to your store personnel for not getting me to buy from you because I can only imagine what I would have had to go through if the product did not work properly and I bought it at Best Buy. I would encourage all current Best Buy employees to practice flipping burgers because I have a feeling their jobs will not be around long, This is sad because I thought your new President was changing things.
I think you need someone like me to be a secret shopper to go into your stores and behave like a difficult customer. That might help if I had the ability to fire on the spot or reward with cash on the spot. Nothing would have given me greater pleasure than to hand your Mayfield Heights manager a broom and say welcome to your new job. Just as note, I was not even being a difficult customer which I certainly can be. it is amazing what an apologetic friendly attitude can do to change a customers attitude. I did not react well to first being ignored and then called a liar with the suggestion that I call someone else to complain. Good luck, you are going to need it to survive (which I doubt you will).
Poor service
I am 76 years old, still practicing law and found myself needing a set of ear covering ear phones that would work with hearing aids. I went on your web site and was assisted by a very nice rep in your chat room. She found and recommended a pair of Sony headphones regularly 199.00 on sale for 89.99 until black friday.
My web chat with her was on the Sunday before Veterans Day on Monday. She definitely told me that that price was good until Black Friday and recommended that I stop in a store and make sure they would fit over my hearing aids before buying. I stopped in your Mayfield Heights Ohio store at 5:20 PM on the next day Monday on my way home form work. The store was deserted but not surprising because we were having a snow storm. In spite of the lack of customers I had to find the headphones myself and finally go ask the clerks who were having a great time kidding with each other. I told them I wanted to buy the headphones and they told me they were 199.00. I said that they were not on sale anymore. I went to see the Manager and explained what had happened and he was unfriendly and insulting asking me why he should take my word for my discussion with the chat room. finally at my insistence he checked you computer and said Oh they were on sale for Veterans day only. I pointed out that that day was Veterans day and he said , too bad the sale ended Sunday.
I went to your help desk and asked for a complaint number which I called from my car and got a nice foreign speaking rep who I had trouble understanding because of my hearing problem but she finally promised me that my issue would be passed on to and heard at the highest level. she did not ask me for contact info so I pretty well knew what that meant. At no time did any of your people at least apologize for my misunderstanding in what I heard and since I am attorney I am used to being pretty sure I always have my facts right. Your chat person and complaint line person were both very nice. Your store personnel were all jerks who insulted me and were of no assistance and frankly could have cared less. The store manager's parting comment was call our chat line an yell at them. i came home and did what I should have done originally according to my kids. I went to Amazon, bought them on line for less that your sale price and they were delivered one day later. Because of my age I am a touchy/ feely buyer so I try to support brick and mortar stores over web business. However after my experience with Best Buy I am changing that position. I am grateful to your store personnel for not getting me to buy from you because I can only imagine what I would have had to go through if the product did not work properly and I bought it at Best Buy. I would encourage all current Best Buy employees to practice flipping burgers because I have a feeling their jobs will not be around long, This is sad because I thought your new President was changing things.
I think you need someone like me to be a secret shopper to go into your stores and behave like a difficult customer. That might help if I had the ability to fire on the spot or reward with cash on the spot. Nothing would have given me greater pleasure than to hand your Mayfield Heights manager a broom and say welcome to your new job. Just as note, I was not even being a difficult customer which I certainly can be. it is amazing what an apologetic friendly attitude can do to change a customers attitude. I did not react well to first being ignored and then called a liar with the suggestion that I call someone else to complain. Good luck, you are going to need it to survive (which I doubt you will).