I am very dissatisfied with a purchase from Best Buy. I recently went to talk – Hubert Joly email address

Jerry sent a message to Hubert Joly President and CEO, Best Buy – email address that said:

I am very dissatisfied with a purchase from Best Buy. I recently went to talk to your store manager and am even more disappointed in Best Buy. I met with your Store Manager, "Will" on 4-9-16 to explain my dissatisfaction about a microwave I purchased from Best Buy. I purchased the unit on 7-12-12 and it was installed in August of 2012. I understand that was 3 1/2 years ago. However, this unit has been a nightmare since the day it was installed. The convection option of the microwave never worked, the option in which we purchased the unit for. Then the unit started malfunctioning every time I opened the door. A fan would start. I consulted an appliance repairman and he told me that as long as the unit worked to just live with the noise even if annoying as you might cause more problems in trying to repair it. then a door switch went bad for which I had to have a repairman come out and fix. The cost was $122.62. Now. I get up yesterday morning and the microwave does not come on at all.

As such, this is 4 different problems in 3 1/2 years. This unit is severely defective!! I went to the store and found them to be rude and short. I explained I felt I was a good customer that had spent well over $10,000.00 in the store in the last 3 years and was seeking some assistance. I showed him receipts of large purchases I had made. I am an Elite Plus customer. He wasnt impressed at all. However, my importance was quickly corrected by "Will" telling me that he has customers that spend $10,000.00 in his store every year!!! Really?? So I guess my business is not valued and I should go where I am more appreciated. I wanted Best Buy to stand behind what I find to be a defective unit!! Is it normal to have a unit break down 4 times in 3 1/2 years??? My last microwave lasted 22 years and only broke one time and I discarded it. It was a GE, this unit is a Samsung. I told "Will" my frustration and he said, "you can buy this same unit at a thousand different places and it all comes with the same warranty and nothing would be done. I told "will" he was exactly right!! I could buy this at a thousand different places but I chose Best Buy. Thats why I was asking Best Buy to help me. I guess I could take my business elsewhere I see if they would take care of me. I suspect they would!! "Will" would further explain that this is Samsung and Best Buy just "sell them"!! Wow. I told him Best Buy is an agent of Samsung when you sell their product. I don't thing "Will" understands. I asked for the phone number for Best Buy Corporate. He advised, I'll get it but "they are not going to help you". I called the number he provided, 888-Best-Buy. I spoke to a lady named "Tina". She was very nice. The case id number . Her ID number is . She would quickly tell me, "The store lied to you. This is not the corporate office but a call center". She was very kind and stated she couldn't believe how I was treated. She stated she was from Indiana and felt customer service was very important and that she too would want something done. She apologized, but could offer no other assistance. She did offer to call the store to obtain the District and Regional Managers name for the store. She put me on hold and came back on the line. She apologized and said she now knows what I'm dealing with because the store REFUSED to give her the names of the people she had promised me. She advised that they are always supposed to provide that info and never deny the names of those people. Tina was astonished. She claims to have spoken to a "Jacob" at the store who she indicates broke store policy. The store involved is Store 1426 at 6670 Edwardsville Crossing Drive, Edwardsville, Illinois 62025. I am astonished at how Best Buy has handled this matter. I am sorry that you feel a customer that only spends $10,000.00 per year is not important enough which is very sad. I expect to hear back from someone at the corporate level asap in regards to resolving this matter. Thank you.

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