Theresa sent a message to Hubert Joly President and CEO, Best Buy – email address that said:
My family an I have been Best Buy clients for several years. We have purchase most of the electronics, camera equipment and appliances in two households from your store. Two of the last three interactions with your employees have been disappointing.
My son and I made an online purchase of several items, within the last three months. There was an error in the delivery of one of the items. Shortly after the order was made, we attempted to correct it. We spent 5 days, 6 hours and numerous phone calls attempting to correct something that should have been a simple fix. We were being bounced between the store and credit card center. Each of them stated the other needed to correct the error. After a week of frustrating phone calls and being refused access to speak to a supervisor, my son went into the Best Buy store. He asked to speak to a manager. The person at the counter began to assist him and after one hour he was able to finish the transaction. The manager never came over to assist during the transaction, even though a manager was requested. We also requested to speak to a manger as we were attempting to correct the error via the phone. We were denied this request as well. I am puzzled as to why we were not able to speak to a supervisor, as this was a transaction that required the next level of service.
My most recent experience was on Black Friday at 9:15 pm. My husband and I purchased speakers on October 15th. These same speakers were on sale at 50% off and were available to purchase in the store on 66th Street in St.Petersburg, Florida. I asked to speak to the manager and requested a price adjustment. I felt I could requested this being that the speakers were available for purchase and not sold out. During my conversation with the Manager, as I was speaking to him, another employee came up behind him and immediately began to speak to him, even though I was speaking to him at that moment. The manager then stated I cannot help you and walked away. I disappointed that he did not give me the courtesy of hearing my request. I understand that I was asking for an exception; however I feel that I was not treated with respect. I have been a manager for over 30 years and always ensure that I understand my clients request. When I am considering that request, I always look at the big picture and the relationship when considering an exception to policy.
Over the last three months we have made purchases of approximately $2,000.00 and I was in the store on black Friday to make an additional purchase. We did not make that purchase on Friday due to our disappointment in how we were treated. I purchased the speakers for $718.00 and they were on sale for $449.99. A difference of $268.01, The difference could have been given in a store credit as I was prepared to spend four times that on Friday. It is not always about the money, sometimes it is about the service. I have always loved shopping at Best Buy and have always felt that I was treated fairly until now. As a manger, I know exceptions are made from time to time and I would appreciate your consideration in granting my request.
I appreciate your time in reading this letter.
Sincerely,
Theresa
