Best Buy Complaint - The Customer Is Lying... That's Our Motto
DOVER, DELAWARE -- I just bought a Macbook. Got home, next day looking though my apps for the iworks I purchased with the computer. No where to be found. Called the local store I purchased it in to ask how to find it. Guess what... Its not on the computer. Ohhh. The employee asked if I paid for it to be installed. No. The salesman(apple guy) told me they would install it with the optimization. Guess what, they didn't and to boot... they didn't bother to give me the software back. Long story short when I talked to the store employee he told me to "check my car, maybe it fell out of my bag"... In addition, they check their stock and it isn't there and oh the girl who rang me up over 24 hours ago remembers giving it to me???
I didn't get the software and didn't question it because they said they were going to install it. So, throughout my conversations with the employee, the manager and even customer service it became clear that there philosophy is that the customer is lying and trying get something for free. But, "not in my case".. Although, I should have checked to make sure it was there before I left the store. I was told I signed a paper saying it was there. Heres the thing, I wasn't told what the form was for, to look to see if all was there or given a copy of the paper I signed. In the end, the are "willing" to install the software for me If I drive an hour to the store, wait another 2 hours to get it installed and drive another hour home. They couldn't send it in the mail because "things get lost". No- what came out was that people "say the didn't get what we sent". Give me a break... Send it so it has to be signed for or better yet if Fed Ex and UPS are so bad send it return receipt.
All in all " they are doing me a favor by believing what I say and are willing to install it. All I can say is.. Best Buys new slogan should be- We automatically think our customers are lying. Great customer service! But you know what they say... Those who expect that others lie and steal and cheat... are the ones who are lying, stealing and cheating. Retail 101.
I understand that there are people who try to "pull" one over. However, this whole thing could have left a much better taste in my mouth had they approached it with an attitude of respect for the customer. They should train their employees in such a manner. Had this been the case, the issue could have been resolved within the store. Obviously something happened to the software. Mistakes happen. Coming to a resolution before being put on hold 3 times, and 3 phone calls would have been much nicer.
At this point, I am just disgusted. Before this I had a good view of Best Buy with no problems encountered. My father in law just bought a camera that I recommended he get and to get it at best buy. My boyfriend was planning on buying all his TV's for his rental houses- about 28! Not now.