To: Customer Care at BestBuy.com or To Whom it may concern,
From: xxx xxxxxxxx
x xxxxxxxx xx
Pittsburg, CA 94565
Date: 11/6/05
Subject: Bad Customer Service and business practice
I have been a Best Buy Customer for many years and have spent a lot of money in your store. However, in the past week I have never ever been treated so badly not only by the customer service clerk, but also by 2 managers who did not research a problem, and basically called my husband and myself liars just by returning an IPOD that was purchased at the Best Buy #189 Store.
This is what happened:
#1: Bought IPOD - 10/30/05
On 10/30/05, I purchase a 30GB IPOD at the Best Buy Store #189, in Pittsburg, CA at about 10:30 am. When I got home to present the IPOD to my daughter as a gift, she told me that there was a name engraved, "Mike T. and a phone number" on the back of the IPOD. Although she did not want to return the IPOD, I insisted that we return it just in case she loses the IPOD, then the person with the name and phone number on it would get called, and we would never know that it was returned.
#2: Called the Store and tried to exchange 1st attempt of IPOD on 10/30/05 at noon
I called the store, a customer service clerk told me that engraved IPODs are not sold at this store. I explained that Best Buy sold it to me and she said well come in and we will exchange it. So I went back to the store and spoke to a customer service person and she told me that she could not exchange it because they no longer had black 30 GB IPODs. I asked to speak with a manager and that manager told me to call the 925-778-1986 ext 2130 and when they got the black IPODs in to come in and exchange it.
#3: IPOD Exchange attempt #2
On 11/5/05 we called and they said they got more of the black IPODs, so my husband came in and tried to excahnge IPOD with the receipt. When they scanned the box, the serial number on the box all of a sudden does not show up in their database and they told my husband that this IPOD was not purchased in their Pittsburg store and pretty much told my husband that he was a liar. My husband was very upset, the Manager David was called in and did not know how to handle the situation. No research or analysis was attempted by Manager David. He told my husband that you did not buy this product here. My husband was very upset and exchanged nasty words with the manager David. The manager came around the counter and challenged my husband and it got ugly...this is not very professional.
#4: 11/6/05 Exchange attempt #3
I went to Best Buy to return the product and the same scenario occurred. The customer service lady said that I did not buy the product at their store and it is my word against theirs, but to understand their situation that they can not exchange product that was not purchased from their store. I explained that I bought the product from the store, I even spoke with a customer representative last week named Flora and the manager (Asian male) told me to return to exchange it as soon as they got more. The manager that helped me last week, an Asian Male, as of today, the Manager, David told me that there is no such manager in the store. As our conversation continued, it turns out that manager did exist and that he quit the company this week. I was very upset that they were calling me a liar and that I was trying to return a product that was not sold to me from their store. I got so upset that I asked the manager to call the police and that I am not going to leave until I get my money back or a new IPOD. So they did call the police. Meanwhile, I decided to call Mike T. since his name and number was engraved on the IPOD. He answered the phone and I explained to him that I purchased the IPOD from the Pittsubrg Store last week and reported that they sold me his IPOD. The store did not care and said that they would have never sold an engraved product to me. Mike T. came into the store and explained that he had been calling Best Buy for the last two weeks asking where is his IPOD, since he had a tracking record from Federal Express that it was delivered and received at this store. Mike T had all of the paperwork. Finally the manager, David and another manager Justin that would not even talk to me and told me he could do nothing for me other than spout out bad information who both ignored me until Mike T showed up...came over and apologized (after an hour of accusations and no answers) and said that there was a mistake and that yes they did sell me Mike T's IPOD by mistake. I was completely upset, and stressed and was in the store for over an hour with your staff telling me I am a liar and insinuating that I exchanged the product and tried to return a product that they did not sell to me in front of my 11 year old and 12 year old daughter. I have never been treated so badly in my life. The managers apologized and told me to apologize to my husband who they accused of returning a product that was not theirs. To try to repair the relationship by allowing me to exchange the IPOD and they gave me a $100 gift certificate....but this certificate to me does not fix the problem. Mike T who was upset, I was upset for the last week, other customers that continue to get bad service from your store....by your staff that are not smart enough to research the problems and blame customers for Best Buy’s mistakes. I will be writing a letter to the Store Manager, the District Manager and the Regional Managers. I thought that there was a motto that returns and exchanges are hassle free at Best Buy instead I was accused of being a liar, a thief and not worthy enough to help and find out what was really the problem. Mike T was also upset and thanked me for calling him to let him know. I was so glad he answered the phone and that he was able to come down to Best Buy and help me resolve this matter. I hope he gets a brand new IPOD that he already paid for but did not get because your Best Buy staff only knows how to scan and take money. They do not know how to research or help customers. I am so disappointed that I wish I can return all of the TVs, DVDs, CDs, DVD players, blank DVDs, monitors and anything else I bought there and get my money back. I was a loyal customer, but I am not anymore. I will make sure that all of my friends and family members do not shop there anymore. I will be following up with letter to the Best Buy Corporate office and even the Better Business group in our community.
Unhappy Customer,
xxx xxxxxxx
xxxxx xxxxx
Pittsburg, CA 94565
925-xxx-xxxx
Cc: Customer Service Inquiries
- Best Buy
Corporate Customer Care
P.O. Box 949 - Minneapolis, MN 55440
1-888-BEST BUY (1-888-237-8289) - BestBuy.com
Customer Care
P.O. Box 949
Minneapolis, MN 55440
- Store Inquiries
Best Buy
Corporate Customer Care
P.O. Box 9312
Minneapolis, MN 55440 - Best Buy Co., Inc.
Corporate Headquarters
P.O. Box 9312
Minneapolis, MN 55440-9312
612-291-1000 - Best Buy attn: Store Manager
4405 Century Blvd
Pittsburg, CA 94565-7114
(925) 778-1986
6. Better Business Bureau
510 16th St. #550
Oakland, CA 94612
- Contra Costa Times
Attn: letters@cctimes.com
Letters to the Editor
- Pittsburg Chamber Of Commerce
485 Railroad Avenue Pittsburg, CA 94565
Phone(925) 432-7301 Fax (925) 427-5555
chamber@pittsburg.org
