SlashGear Japan
Awhile ago, I needed a new printer. Nothing fancy, just something for my home office. I’d settled on an HP all-in-one. But when I went into Best Buy, not once did any of the blue-shirted customer service reps offer to assist me, but that’s just as well. That’s not what I found to be rude. Rather, once I’d picked a printer, I had to get an employee to either retrieve my selection from the back room or from one of the mountainous stacks above the display shelves. But after approaching three different blue shirts, I noticed a trend: they run away from you.
Yes, you heard me right. Every single employee I approached made eye contact and then bolted. Gee, sorry to have bothered you, I thought. Finally, I approached a GeekSquad member in his button-up shirt and tie. I thought for sure he would help. But alas, it wasn’t meant to be. He saw me approach and, I kid you not, walked around the counter he was positioned behind and power walked away! If you can’t rely on the GeekSquad, who can you? I did get my printer eventually, but only after a uncountable amount of sighs and obvious irritated looks from a blue shirt. Well, excuse me for buying your stuff!
Another incident happened while shopping online. My boyfriend was purchasing a camera. His credit card was charged and the product was shipped. All seemed well, but once he opened the package, the wrong camera was inside. After numerous customer service calls, he was finally told to go to his local store and that they’d be “more than happy to exchange it or refund it” for him. He went to his local store alright and the employee rolled her eyes–again in irritation. “We don’t do that here,” she said after he explained his request. There was no offer to help him in any other way and no explanation of just why that one store doesn’t do what the company customer service said they do. Nothing.
So what’s the point of all this ranting and raving? Well, it got me thinking about what would have made my Best Buy shopping experience–or any shopping experience–better. For starters, employees would have asked me if I needed any help while browsing the printers, and once I’d made a decision, they would have been courteous and helpful. I understand that most of the time employees at these kinds of stores are part-time workers, often young and trying to get through school. I really do understand that. But rudeness won’t be tolerated, for any reason.
I also think a prerequisite for working at a technology store is to have some working knowledge of tech or be willing to learn. How else can you help customers? Those are some of my ideas, now I want to hear some of yours. Do you have any customer service nightmares? Were you treated rudely or like a nuisance? What would it take to improve the service at Best Buy and other stores? Feel free to share your thoughts in the comment section!
23 Responses to “Shopping Experience – Best Buy Will No Longer Get My Business”
... August 2, 2008
This has no place on a tech blog site, nobody cares for your senseless rants.
-9Eddy August 2, 2008
I work in the electronics section at a Target. We’re required to ask all our guests if we could help them find anything. Funny enough, just yesterday I went to Best Buy to browse around and not once was I asked if I needed help with anything. All the blue shirts were hanging around and talking. I think I won’t be going back to Best Buy.
NeutralLeo August 2, 2008
Brenda I would like to ask you a few questions. First of all are you new to slashgear? And second, was that the fist time you ever went to a big retail store? In my own opinion I don’t think you should write for slash gear. I feel like none of your stories fit well here and your passion for apple and anything that has do with it gives me a hint that maybe you should look for a job writing for a mac blog. Well that’s just my opinion on you and please do me a favor try to write your name bigger on each of your post so it’ll be easier for me to skip it. Ps the worse part about this is next time I go to bestbuy (and i go there alot) and start chasing the guys in the blue shirts to help me out I’m gonna think of you. God that’s gonna suck.
-4DbnDon August 2, 2008
At my local Best Buy, when I’m just looking around and don’t need them they seem to swarm around.
However, a couple weeks ago, I entered as soon as they opened because I wanted a laptop that was on sale. Apparently everyone there was either grouchy or very taciturn that morning. One guy looked at me and I pointed to the laptop and said, “I want that.” He checked stock and simply said, “Go to the counter.” At the counter, another guy brought one out, swiped my card, and away I went. Not even a grunt out of that guy. . . .
Total shopping time was less than four minutes and there was only seven words spoken. But, that was okay with me. After all, I wanted to use the thing, not stand around and talk about it. And, about twenty minutes later I was on the net downloading the software I prefer to use and turning the laptop into a writer’s platform.
+4clo August 2, 2008
I thought this was a tech blog? Who cares about your lack of people skills. Write about something that people are here to read not your little bad day stories… Let me help you out TECH!! That’s what we are here for. Sorry to say slashgear but you guys are slackin.
NeutralDonna Simmon August 2, 2008
It’s weekend guys, cut them some slack! Not many blog posts 30 posts daily like they do. I however believe this kind of article should not be on slashgear, better suited for personal blog. It has too much personal issues and conflict of interests. What you experienced at best buy might not be the same as others.
Don’t let those comment get you down, it’s a nice read anyway. and yes sirr, I’m a sg fangirl!
-3Brenda Stokes August 2, 2008
Eddy: What strikes me as strange is that no matter what Best Buy I go to, I encounter similar problems. I don’t think everyone that works there is uncourteous, but my experience has led me only to those that are.
Leo: I’m sorry you feel that my posts don’t fit, but really, Best Buy is a tech store. If a tech store isn’t offering customers assistance, which is a product area that requires it for many, people should know about it.
clo: When I go to a Best Buy (or went, should I say?) I behaved just like any other customer. Tech enthusiast, or not, I still needed someone to get the printer off the stack for me. What if I didn’t know anything about technology? What then? Most techie-people shop online, anyway, leaving the retail outlets filled with those with questions for the most part. These are the people that need assistance the most when shopping for the latest gadget or gizmo. All I was getting at is the guys in blue should help people, end of story.
Donna Simmon: Thanks for the comment. I’m just trying to incorporate a bit of how tech is included in our day-to-day lives, which includes shopping for it, as well. Thanks a lot for reading. =)
+1Denis Bergeron August 2, 2008
This kind of experience are so frequent. Here in Canada, where BestBuy operate under two name (BestBuy and FutureShop) it’s worst. You can’t have help to anybody, but when you get the hand on thing you want and you walk to the casher, that another storie, they pousuit you to get the commission.
-1By the way, everytime I receive a order by mail, I take my camcorder to record the package opening.
Gabe August 3, 2008
What did you expect?
You are a girl and all geeks are scared of girls duh!!
NeutralLenny August 3, 2008
The issue is Best Buys no commission policy. They will not negotiate on price or give you a deal, even if you buy half the store. The employee makes the same amount of money if they watch TV in the entertainment section or help you, so where is the motivation.
Ironically Future Shop (Canadian Best Buy) which is now owned by Best By pays their employees commission; especially if they sell extended warranties. Now I agree I hate fighting them off about the extended warranty but at least on the floor they compete for your business.
As a Canadian I really enjoy shopping in the US; especially clothing; companies like Nordstroms commission system really gets the employees to assist the customer.
Best buy even advertises there no commission in their TV ads; they need to rethink this, especially when you have younger less motivated transient employees.
Len
NeutralSeth August 3, 2008
Hi Brenda,
Thank you for your thoughtful comments. I had a similar experience at Best Buy.
While shopping for a home theater system, none of the people in the blue shirts could assist me. I asked specific technical questions about the products but they were not able to answer any of my questions. Finally I left in disgust, and drove up the highway to Tweeter, where the sales person greeted me as I entered the store. He asked me how I planed to use the system, what type of music I wanted to listen to and the size of the room. Based on my needs he suggested a system to me. I ended up with a much better system than what was at Best Buy, an for less money.
NeutralDavidA August 3, 2008
Come to B and H, I will personaly show you around and will not run away from you.
-6Michael August 3, 2008
Based on the negative responses, there must be a lot of Best Buy salesmen reading this site!
NeutralRyan August 3, 2008
Lenny, it’s not true that Best Buy won’t negotiate, you just have to make sure you talk to the manager of that department. I’ve negotiated on the price of several items to include an HDTV, laptop and washer/dryer set. They didn’t give me much off, but I didn’t pay sticker price either. I will concur with Brenda though that the customer service is bad. It didn’t always used to be that way, it seems like it’s just gotten worse over the past 4-5 years.
+1Geek Thomas August 3, 2008
Yes… i’m a Best Buy employee and no i don’t work at the store. If you’re not happy shopping there then it would make sense to shop at circuit city or something. I would hate to b1tch-n-moan about each of my bad shopping experiences on a tech blogsite.
+1Index August 3, 2008
I have long since given up shopping at stores. Most of the (underpaid) workers have no skills or knowledge so you are better off on the web where you can browse reviews and tech sheets.
I also welcome such articles. Blogs have become a strong independent voice closer to the customer than the industry or lobbies (some are corrupt of course…) and are an important counter-balance to an ever striving cost saving agenda at the expense of the consumer.
If you don’t like it don’t read it. The subject is clear enough for pre-school…
NeutralMike August 3, 2008
That is what happens when you have a non commission sales job, nobody cares. on the other hand go into RadioShack and ever employee will ask you 5 times if you need any help. This I also find annoying.
Ask me if I need help when I walk in (Not how are you doing, cut the small talk, just ask Do you need help) If no, don’t stand next to me while I am “just looking” but stay in ear shot in case I do have a question. If and when I have a question that will probably stump the employee, have some respect and try to find out the answer, you look dumb if you just say ummm I don’t know. Lastly don’t try to up sell me if you can’t defend the reason why I should by the higher end one. It looks nicer is not a answer.
NeutralCharlie August 4, 2008
I do everything on amazon now, although I occasionally buy online to pick up in store from Best Buy, it’s an easy way to get $10 off since they never have my item ready in time.
Best Buy is just going way down hill, there is a preorder for a DVD set I want that they advertise but the shipment date is 2020, since the official date has not been set, so you cannot preorder because their system blocks orders when a credit card expires within 15 days of shipment. Not only that if you call them up CSRs can’t override the system and say just check back when the date changes.
NeutralGina August 4, 2008
Hi Brenda,
I am sorry to hear about the experience you describe. I’m Gina, Community Connection Manager at Best Buy™. We frequently review our customers’ blog and forum posts to gain insight into their experiences to identify areas of improvement.
I realize it can be frustrating when you do not receive the service you expect and I am disappointed we did not meet your expectations with your purchases. We expect all of our Best Buy™ customer service representatives and Geek Squad® Agents to be knowledgeable, courteous and helpful. I know from personal experience how frustrating it can be when you walk into any store expecting to be assisted only to have store employees bolt away as soon as they enter your gaze. This is something we strive to not have take place in our stores.
I appreciate you posting this information.
Sincerely,
Gina, Best Buy’s™ Community Connection Manager
NeutralCreating meaningful communication in a virtual world
Issue #51008910
Aspra August 9, 2008
[quote comment="46012"]Hi Brenda,
I am sorry to hear about the experience you describe. I’m Gina, Community Connection Manager at Best Buy™. We frequently review our customers’ blog and forum posts to gain insight into their experiences to identify areas of improvement.
I realize it can be frustrating when you do not receive the service you expect and I am disappointed we did not meet your expectations with your purchases. We expect all of our Best Buy™ customer service representatives and Geek Squad® Agents to be knowledgeable, courteous and helpful. I know from personal experience how frustrating it can be when you walk into any store expecting to be assisted only to have store employees bolt away as soon as they enter your gaze. This is something we strive to not have take place in our stores.
I appreciate you posting this information.
Sincerely,
Gina, Best Buy’s™ Community Connection Manager
Creating meaningful communication in a virtual world
Issue #51008910[/quote]
This people is why this story is great. People like her see it. Yes this does have to do with tech – ITS A TECH STORE. Story’s like this is an insight in the declining work initiative among these kinds of workers. This happens everywhere now, people that could give two flying F***s about there jobs when there is plenty of people in line for it.
NeutralRick November 25, 2008
Best Buy has absolutely the worst customer service….whether you are at the local store…or call the corporate office. Knowing nothing about computers, I went to Best buy in Columbia, Mo. to make a purchase. Irelied completely on the sales person who treated me well. I walked out in Dec,05 after spending $2913.00…which included what I thought was a 3 years extended in-home warranty. The geek squad set it up for me..they were great. Within a year, I had problems with my 27″ Insignia LCD TV that I used as a monitor. It was a nightmare dealing with both the store and corporate office. After 2 mon. I had to physically bring it to the store where I was told they no longer carried that monitor…I later found out it was their store brand. They gave me a Westhinghouse 26″…when the geek squad could not set it up…they brought a Philips 26″ which did not have the same features. In 07, I purchased a 20″ LG monitor. In summer 08, my printer shot craps. An HP Office Jet 6210…I was told they no longer carried or made that model. In Nov. 08, I was at the Best buy store in O.P., Ks and I asked them to print out my receipt to find out with what I could replace my printer. I was told that my 3years warranty only covered the CPU…but..on checking the receipt, I noticed that I had purchased a more expensive HP 7210 for $299.00. I called the store in Columbia and was met with rudeness and stonewalling. I called corporate and got more of the same. And the specious logic that since I had it for 3 years and didn’t notice, that was my tough luck. I explained to them that not only was I a computer novice and relied on the salesperson, I paid for something I didn’t receive, and the one I got cost considerably less. Since a current HP 6310 cost about $109.00, I told them that I wanted to purchase a new printer and I wanted to be credited with the difference in price betwee the one I paid and the one I got. The morons at corporate said they didn’t have a record of how much a 6210 cost 3 years ago. Since I couldn’t get someone to give me a logical explanation of their theft, small claims court seem to be the only alternative.
NeutralRuby January 4, 2009
i went to best buy yesterday, and the service from the sales people we’re amazing, i was with one sale’s man “Gary”, but he couldnt help me with what i needed to know, so he went and got another person “alex” and he stayed with me for an hour answering all my questions, helping me buy the right laptop and everything! he showed me the pros AND cons of three computers. i went back to day asked an Apple sales rep if he was there, he went and got alex for me and he once more answered more of my questions and didnt seem bothered by it. i mean it was the best shopping experience i’ve ever done! especially in the electronics stores i’ve found ALOT of rude people, but best buy has always been an amazing experience for me. the have an amazing costumer service, and everything there is just simply amazing.
~Ruby~
NeutralTezcatlipoca March 25, 2009
I wish my experience at Best Buy was as good as some of the experiences here. Today, I went in with my wife to purchase a laptop for our company. She selected a Sony Vaio, we paid (about $800) and left. We went to run some errands, picked up some dinner, and headed home. After eating, my wife opens the box and pulls out, surprise!, a Gateway laptop. I laughed, figuring it was just the wrong laptop in the wrong box and we went back to Best Buy to exchange it.
We give them the laptop box and explain the problem. They take it back in the back and after about 5 minutes, come out and say they won’t exchange it because 1) it’s the wrong laptop in the box and that never happens and 2) the laptop and box had been tampered with and the laptop’s memory and hard drive had been removed. At this point, I’m flabbergasted.
The manager on duty was flat out rude to us. Didn’t offer to check anything, just said, “No, there’s nothing we can do…” again and again. She even lied and said that I should’ve known the box had been tampered with when I bought it because it had clear packing tape on the bottom and Best Buy never uses that kind of tape… never mind that I pointed out that tape is on almost every box in the store (and even picked one up and showed it to her). She was obviously of the opinion that I was trying to pull a switcharoo and get a free laptop.
I called Best Buy’s customer service from the store and after the first person I talked to basically told me to bugger off, I finally got in touch with a manager there that was at least willing to listen. She noted that I’d bought a significant amount of stuff from Best Buy and that this was a company purchase, not a personal purchase… and said she’d look into it.
I’ve already called my bank and they’ve put in a “transaction dispute” and said they’ll be conducting their own investigation. If things aren’t resolved, I’m going to have to consider going to small claims court. I mean, they can fingerprint the thing and see that mine are only on the outside shell, not even on the keyboard since I never opened the lid, much less on the inside parts. I’ve also got receipts from the places we ran errands to show that we only had the thing at home for a very short period of time (not that I think that will really help).
I will never purchase from Best Buy again if my company is out this money. If this is resolved, I may consider going back to buy DVDs or something. Large scale electronics will only be purchased from a website that I’ve bought from in the past and now is reputable.
+2