Best Buy Complaint - One Minute Pickup policy, rude service
FRAMINGHAM, MASSACHUSETTS -- Mr. Bradbury H. Anderson
7601 Penn Avenue South
Richfield, MN 55423
November 9, 2007
Dear Mr. Anderson,
I am writing to report a very negative customer service experience from this evening at around 9:15PM at your Framingham, MA Best Buy store #0532, (online order BBY010216288006622 with in-store pickup), regarding rude treatment and the one minute pickup policy.
Earlier today at Customer Service, my wife and I met with Carolyn to see if the store could honor the online Bestbuy.com Guitar Hero 3 video game offer. We were told no. We went home and placed the order online, to pick up later. The order was for two video games.
Tonight around 9:15PM, we returned and happened to meet with Carolyn again. She asked for my last name and checked the appropriate “S” bin. Only one of the two video games was present. I told her which game was missing. She appeared slightly flustered, going back and forth between the bin and her computer, as well as studying the slip of paper attached to the first game, and my order confirmation email printout. She finally told us to get the game ourselves and bring it back to her. My wife volunteered, and promptly returned with it.
Because the order was not ready when we arrived, and because my wife got the missing item herself, and because we felt that clearly more than one minute had passed, I asked if we could get $10 off the order as promised by the in-store pickup policy.
Carolyn became defensive and rudely smirked, “I’m not giving you $10.” I told her more than one minute had passed. She pointed to the policy statement card on the counter and told me she had 3 minutes to process the order. When I corrected her about what was actually printed on the card, she then disputed the amount of time elapsed. When I reiterated the fact that the order was not ready and that we were told to bring the game off the shelf ourselves, she replied that she could have just done it herself, despite never offering to do so initially.
After we went back and forth a few times, she seemed to acquiesce, and only then did she “complete” the order with my credit card and driver’s license, as well as ringing up a separate purchase for us. We thanked her and left. Outside, I looked at the receipt and realized no discount had been given, so we returned.
I asked Carolyn, who said she did not grant the discount. I asked to see the supervisor/manager – Stephanie – who sided with Carolyn. Stephanie told me there was a timer in the system which stated the whole interaction took 30 seconds, and that their store had a perfect record for on-time pickups. I asked if she could check the security camera to verify how long we were there, but she said that could not be done. My wife and I then decided to cancel the order.
I did not place this order with the intention of scamming $10 from your store; I was already happy with the deal I had gotten online. If the order had been ready in the bin when we arrived, I would not be nitpicking over $10 and a few minutes out of a Friday night.
But what prompted the order cancellation and this letter was the rude and condescending treatment from a defensive Carolyn when the order was not ready as promised. We were also disappointed that Stephanie blindly took her side without any further verification.
After reviewing your one-minute policy again online, it is now obvious how these employees are playing the system, providing shoddy service yet still showing good performance on paper. Carolyn did not scan the order and verify my ID until AFTER my wife brought the game back to the customer service counter. Your system may show a seemingly efficient 30 seconds of processing time, but only because Carolyn’s fumbling around the counter and my wife’s retrieval were not counted. I am now certain a review of your security system would validate my version of what happened.
Is this really what you had in mind with your one minute policy?
Thank you for your attention to these matters. I am not asking for any reimbursement, but I would very much appreciate your response.