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Showing posts 26 - 37 of 37, (reverse)
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 12/09/2008 01:04:58 AM · #26
Like most chains I would expect some stores to understand who pays the bills better than others and it sounds like yours may be better than some of the others but I know several people that have had similar things happen. Having to go up the chain of command to get things corrected that should have been done right wastes our time an leaves a bad taste for the chain. Best Buy evidently does not understand and has lost a lot of business.
 12/09/2008 05:11:03 AM · #27
Originally posted by yospiff:
I think most large corporations get this way. When a corporate entity, (especially a retail giant) reaches a certain size, the brain in the head is not communicating with the little brain that drives the tail and feet.

Art, do you have a Godzilla illustration of this concept handy?

Not an illustration, but I managed to snap an actual photo of Big G working as a greeter at the local Best Buy. He tells me it is his job to spot people walking in with returns and incinerate them. He admits: "it's not exactly good customer service, but eh, it's a living."

12/09/2008 05:16:32 AM · #28
I have had a few bad deals at best buy. Once they tried to charge me a 15% restocking free on a video camera that didn't work I had originally took it back to the store for a refund but then found another camera on sale in the store and decided to just do an exchange. After a 20 minute argument with the store manager and with the help of a 20 foot long sign behind the counter I finally convinced the manager that the stores policy on returned items was for opened items not damaged. So they gave me the exchange and charged my card accordingly. Afterwards we went across the street to Circuit City to look at DVDS and CD's while in there I found the same camera I just got at Best Buy for 40 dollars less. So back in the car and across the street to Best Buy to return the camera I just picked up less than an hour ago. Do you think they would just remember me and make things easy? No I spent nearly 30 minutes waiting for the same manager to come down and approve my return. At that time I asked him for a number so I could contact his boss and let them know what a lousy job he was doing at their store. He wouldn't give me a number but offered me a best buy gift card in place. SO I took it. The cheap bastard only rang the card up for 10 dollars. I went home and emailed corp headquarters. Next time I went to that store they had a new manager. Not sure if I had anything to do with it, But I sure hope I did.

Another time I ordered a 120 inch greywolf 2 movie screen. I needed it right away so I did an in store pick up and drove past at least 3 Best Buy stores to get to the closest store that had a screen in stock. Picked up the screen and went home. hung it on the wall and pulled it down. the whole thing was covered with what appeared to be machine oil. I was not about to drive all the way back to the store I picked it up at so I went to the closest Best Buy store which is only 25 minutes from here to return the screen. Again the manager comes up with this 15% restocking fee, Then he went even one better, He told me because this particular store does not stock this screen. they would have to charge me a fee for shipping it back to the original store. Thats when I lost it. I asked them why I should pay for return shipping on a faulty product and he said he didn't make the rules he just obeyed them. So I promply told him I would like 40 dollars cash. Excuse me? he said.. I said yeah if you expect me to pay the return shipping. I expect you to pay me back for the gas I burned up driving nearly 130 miles round trip to pick up the screen and again return it. i said I dont make up the rules either but as long as you are in to following the rules thats my new rule so cough up the 40 dollars or take this screen back and give me my refund.

He walked away and came back about 10 minutes later and nodded his head to the guy behind the counter and disappeard. I promptly got my refund and walked out.

I seriously doubt Best Buy is going anywhere for awhile. But they really should revamp the way they handle customers and definately spend more money and time training their employees because some of them clearly have no clue about what they are doing or what they are trying to sell.

Message edited by author 2008-12-09 19:10:17.
 12/09/2008 08:06:41 AM · #29
My turn to jump on...
1) I guess this is a usual routine but sounds stupid to me...
My husband wanted to upgrade his Kodak Z612 to the Kodak Z1015IS. $299.99 listed retail...$269.99 at BestBuy. I go there and they don't have it in stock, no plans of having it in stock but could order it to arrive 7 days later (on black friday, as if I wanted to go THERE on black friday)...I asked about what if I didn't really want it once I got my hands on it, as I wanted to make sure it didn't really feel cheap (even though that is the one hubby wanted).... Well, I could not take it on Friday but I'd have to pay a restocking fee. Because I was 'buying' it today and 'returning' it on Friday. I told him to shove it. Went home and said the hell with it, I would buy it from the kodak site ...kinda biting my nose off to spike my face...well I got on the kodak site and it was on sale...for $224.00, free shipping and I got it in 1 1/2 days!!

2) a co-worker asked me advice on a Canon SX10IS or a Nikon P80.....very similiar cameras so my last advice was to go handle it and see what feels good. She really liked the Canon one better(and it was more expensive), but didn't like the rotating viewfinder, cuz she thought it was awkward with it sticking out to the side, so the salesclerk told her if she didn't like it she should get the Nikon. but the nikon wasn't in stock...so off to order it...and that same routine as listed above. She tells me about it the next day, and 'I' tell her that the viewfinder can fully rotates and snaps back against the body rather than stick out to the side. hmmm the salesperson didnt tell her that. Now she wants the Canon, but will have to pay a restocking fee if she doesn't want the nikon when it returns.
12/09/2008 08:50:45 AM · #30
Just another "devil's advocate" viewpoint on this, for whatever it is worth. I've worked for large corporations since '99, though not in retail, so I've gained some understanding.

For any company, it's a juggling act between providing outstanding customer service and making a profit at the low prices you have to offer just to stay in business. Also, in a large corporate chain like this, the people at the bottom are simply concerned about CYA. If they break any rules in order to give you outstanding service, they risk their jobs. It is safer just to quote policies and they are covered. Also, there are customers that will intentionally cheat the system and that is why those draconian return policies are in place. (I am reminded of a photo I saw the other day, maybe here, of an IPOD that had been returned to Wal-mart with a cheap Chinese knock-off in the box.)
 12/09/2008 09:41:29 AM · #31
Originally posted by yospiff:
Just another "devil's advocate" viewpoint on this, for whatever it is worth. I've worked for large corporations since '99, though not in retail, so I've gained some understanding.

For any company, it's a juggling act between providing outstanding customer service and making a profit at the low prices you have to offer just to stay in business. Also, in a large corporate chain like this, the people at the bottom are simply concerned about CYA. If they break any rules in order to give you outstanding service, they risk their jobs. It is safer just to quote policies and they are covered. Also, there are customers that will intentionally cheat the system and that is why those draconian return policies are in place. (I am reminded of a photo I saw the other day, maybe here, of an IPOD that had been returned to Wal-mart with a cheap Chinese knock-off in the box.)


An interesting story about customers abusing the system: I used to work with some people at Sears at the corporate level and one time they told me that until Sears changed their return policy, some customers would come in Spring and buy a lawnmower, use it all summer, then in fall, return it for a full refund, use that money to buy a snowblower, use that all winter, return it in spring for a full refund and buy another lawnmower
 12/09/2008 09:46:14 AM · #32
Originally posted by yospiff:
(I am reminded of a photo I saw the other day, maybe here, of an IPOD that had been returned to Wal-mart with a cheap Chinese knock-off in the box.)


That has happened at one of the stores I had worked at, we also had a camera returned with no camera in the boix, just pipes (like plumming supplies) to give it weight and it was resealed before they returned it. There is all sorts of crazy stuff that happns in retail.

And as much as store policys annoy some people they are there for a reason. I hate to say that they are there for a reason. like the restocking fee. its not on all items, but there have been issues far to many times of people trying to "rent" an item from us where they buy it used it for a day or so and return it. then we have to sell the same item again at a reduced price. As a business we're loosing out. So I hate to say its the one bad apple spoiling the bunch, but thats how it works out sometimes
 12/09/2008 10:45:02 AM · #33
Customer service done correctly builds loyalty, years ago my grandmother got home from a trip to a local grocery store and found a pie packed sideways which ruined the pie, she called the store and they delivered her a new one. For years she told everyone about it and would never consider shopping anywhere else. The store took a beating one the sale of that first pie but considering the cost of advertising they got a real bargain. So many businesses miss the chance to build loyalty and like Best Buy and spend millions advertising only to turn around and lose the customer once they get them.

I too have had to dodge the fire breathing customer service team....

02/23/2009 02:19:30 PM · #34
Time to give this thread an update, This wasn't really a bad experience as much as it was funny as hell.

I was in Best Buy a few days ago and picked up a Canon G10. I stood around the camera area for about 10 - 15 minutes before a blue shirt showed up, The guy didnt have a key for the case so he walked away and a few minutes later another one appears this guy was no doogie howser but ironically looked just like him. Anyway he gets the camera out of the case for me we walk over to his computer terminal he scans the box to ring up the price and promptly tells me that he is sorry they do not have that model in stock. So I asked him what was in the box he just scanned. He said it is a camera but the computer says we do not have this item in stock. He called his supervisor over and the supervisor looked at the computer then at me and said you must be getting the last one. Doogie replies but it cant be the last one because the computer says out of stock, I started laughing hard and loud, then to my surprise so did his supervisor while he tried to explain to the kid that as long as he is holding the item in his hands he can be sure that they have at least 1 in stock. I was in tears at that point. Doogie still looked confused, The other guy promptly took my payment and I was out of there. I reckon Doogie wasn't too far behind me.
02/23/2009 02:40:16 PM · #35
Originally posted by Bugzeye:
Time to give this thread an update, This wasn't really a bad experience as much as it was funny as hell.

I was in Best Buy a few days ago and picked up a Canon G10. I stood around the camera area for about 10 - 15 minutes before a blue shirt showed up, The guy didnt have a key for the case so he walked away and a few minutes later another one appears this guy was no doogie howser but ironically looked just like him. Anyway he gets the camera out of the case for me we walk over to his computer terminal he scans the box to ring up the price and promptly tells me that he is sorry they do not have that model in stock. So I asked him what was in the box he just scanned. He said it is a camera but the computer says we do not have this item in stock. He called his supervisor over and the supervisor looked at the computer then at me and said you must be getting the last one. Doogie replies but it cant be the last one because the computer says out of stock, I started laughing hard and loud, then to my surprise so did his supervisor while he tried to explain to the kid that as long as he is holding the item in his hands he can be sure that they have at least 1 in stock. I was in tears at that point. Doogie still looked confused, The other guy promptly took my payment and I was out of there. I reckon Doogie wasn't too far behind me.


Wow.

Hillarious but scary.
 02/23/2009 02:45:23 PM · #36
Originally posted by Bugzeye:
Time to give this thread an update, This wasn't really a bad experience as much as it was funny as hell.

I was in Best Buy a few days ago and picked up a Canon G10. I stood around the camera area for about 10 - 15 minutes before a blue shirt showed up, The guy didnt have a key for the case so he walked away and a few minutes later another one appears this guy was no doogie howser but ironically looked just like him. Anyway he gets the camera out of the case for me we walk over to his computer terminal he scans the box to ring up the price and promptly tells me that he is sorry they do not have that model in stock. So I asked him what was in the box he just scanned. He said it is a camera but the computer says we do not have this item in stock. He called his supervisor over and the supervisor looked at the computer then at me and said you must be getting the last one. Doogie replies but it cant be the last one because the computer says out of stock, I started laughing hard and loud, then to my surprise so did his supervisor while he tried to explain to the kid that as long as he is holding the item in his hands he can be sure that they have at least 1 in stock. I was in tears at that point. Doogie still looked confused, The other guy promptly took my payment and I was out of there. I reckon Doogie wasn't too far behind me.


Wow.

Just... wow.
 02/23/2009 03:10:43 PM · #37
Best BUY Bait and SWITCH

Funny this should come up again. I was just there on Sunday to check their prices of Netbooks against Costco. They had one HP, one Acer and one Asus. After playing with all three and noticing the prices were all $340.00+ someone came by and asked if I needed help. Before I could answer I was told that the Asus was not available but they have a larger one (10") for an additonal $100.00!! I'm not sure if it's because I live in a small town with few stores or because these people do this all the time. I really don't like BB aka BS!!!
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