Best Buy Complaint - Horrible Customer Service!
MESA, ARIZONA -- Let me begin by saying that I have been a loyal Best Buy customer for many many years. I have purchased thousands of dollars worth of merchandise from this company - My big screen HDTV, a 32 inch TV, 3 DVD players, All of my surround sound components (which I have upgraded several times with Best Buy components, washer/dryer and hundreds of DVD's and music CD’s. Not to mention, over the past several years I have purchased thousands of dollars worth of gift certificates for my employees.
Well, here is the story of my very last Best Buy experience. I purchased a $150 force feedback steering wheel for my Sony Playstation (which by the way was also purchased from Best Buy along with my XBox). I get it home, unpacked the box and find that the power cord is missing. So, I call Best Buy and inform them what had happened and ask them if I could just bring my receipt down there and get the power cord that I am missing. The guy informed me that I have to bring everything back and exchange it all for a new one. It frustrated me a little, but I figured that was going to be the case, so I packed everything back into its little box and headed down to my local Best Buy to swap out the steering wheel for a new one.
Once I got to Best Buy, I walked in with my box and got in line for returns, mind you, I am the only one in line. The customer service rep saw me standing there and totally failed to acknowledge me. So I continued to wait patiently as the customer service rep ignored me. Finally, some guy walked up behind me and said, “Are you the guy that I talked to on the phone about the a power cord?” I informed him that I was the guy that he talked to. He then informed me that the steering wheel does not come with a power cord. So I opened the box (again) and show him the instruction pamphlet that shows that the package comes with a power cord. He says “Oh” and informed me that he would be right back. Just then, the nice customer service rep behind the desk (the one that had been ignoring me the entire time) finally became interested in my issue and says, “What’s the problem?” I then inform her that the steering wheel is missing a power cord and that I was told to bring everything back and exchange it for a new one. She then informed me “Sir, that steering wheel does not come with a power cord!” So I break out the boxed literature again to show her that it supposed to come with a power cord. She then tells me in an abrupt bothersome tone, “That just tells you how to hook it up, it does not mean it comes with a power cord!!” So educate her on the fact that the wheel needs power in order to be “force feedback” and that the literature explains exactly what I am trying to explain to her. She says again, “Sir, we can’t help you because it does not come with a power cord!!” Just then, the first guy that I talked to came up to the counter with a brand new unopened box. I asked the nice girl behind the desk if we could open the box to see if it comes with a power cord. She informed me that they could not do that. I informed her that there is a power cord in that box, but if there were not, I would apologize and be on my way. She says, “FINE!” and began to open the box. Once the box was open, the first thing visible was a little white box containing a power cord. I tell her that there seems to be a power cord in the box. She grabs the power cord and abruptly slams it on top of my box and says, “Just take the power cord!” I then inform her that I was told to pack everything back into the box and bring it down to Best Buy to exchange it and that’s what I intend to do. Keep in mind, never once did she or anyone else ever apologize. She informed me that she would not exchange the steering wheel and that I should be on my way now that I have a power cord. Just then another guy walked up and wanted to know what was going on. I explained the entire story and then informed him that I want to exchange the steering wheel like I was told I had to do. He informed me that his “tech” guys would need to test the original wheel first and that it would take a really long time, and that I should just take the power cord and my original steering wheel and be on my way. I then asked to speak to a manager. The guy responded in a very matter of fact and rude tone with, I AM THE MANAGER!” At that point, I could not take it anymore and figured that I better be going because I would end up letting them get the best of me and I would do or say something that I would really regret later. So I took down their names, grabbed my power cord and the original steering wheel and left the Best Buy.
That was my last experience with Best Buy. I will not spend one more dollar with that company. I will not spend thousands more on a new TV, I will not spend thousands more on gift certificates for my employees. I will not buy another DVD or CD from them ever again. However, what I will do is - spread the word to as many people as I can about my very last experience with Best Buy. I will also be contacting the BBB.
I plan on contacting Best Buy’s upper-management to let them know that every minute they keep those two employed at that Best Buy, they will continue to lose loyal customers.
If any of you have advice on how to handle this complaint with upper-management, please feel free to email me at BestBuyH8tr@yahoo.com. I would appreciate any advice offered.