Best Buy Complaint - Never Got The Laptop I went In To Buy Because I wouldn't Purchase Plan
MIDDLETOWN, NEW YORK -- I am writing to tell you about my horrendous
experience I had in the Best Buy, Galleria Drive, Middletowwn NY on 12/5/05. I want you to keep in mind that I am a long-time customer (or was) of Best Buy, have a Best Buy credit card with a balance on it & made MANY purchases there in the past years. I did believe that Best Buy offered the best deals & never had any problems with staff there except to find them helpful.I made
many, if not the majority, of my christmas purchases right there! Today changed all that. I went in to purchase a laptop advertised on sale after rebates for $649.99/Toshiba, Dec 5-11th circular and they state minumum 10 per store!. I arrived at about 1PM on the first day of the sale. I
was met by a salesman, who shook my hand & told me he didnt work on commission. I asked about the laptop & he immediately started to tell me about Napster, Anti-virus software, service plans etc before he even checked on availability! He came back & told me they were all sold out! Can you imagine that? Sold them all out in no time at all.On my way out I noticed a similar one for about $200 more, similar, just not as good a deal & inquired about availability on that one. He came back & said the computer shows 3 somewhere in the store & he just needs some time to find it. Once again, he tried to sell me all this extra stuff, which, after
listening for a second time, I nicely declined & said I was interested in the laptop ONLY!! He walked away and the next half hour(you read that right!) was spent sending at least 2 other sales people to strong-arm me into additional purchases which I kept declining. He kept coming back to me
himself as well & saying he was still looking but I should reconsider my decision as Toshibas are crappy computers (I swear this is true! I wonder
how Toshiba would feel about this?) He had 2 friends buy them & they didn''t last long. Without the additional coverage I would basically be screwed. He tried to convince me I was buying a piece of crap that wouldnt last & in fact, quite frankly, they "often come out of the box broke", his words! I should have left the store & walked out by now but I was interested in the deal. At this point (I STILL DID NOT HAVE THE MERCHANDISE I REQUESTED!) I said to him "surely BEST BUY would honor taking back defective merchandise out of the box! I never heard of a store not taking back defective
merchandise. By the way, this was to be a christmas gift to my son. He informed me that without the service plan, if my son opened up the laptop christmas day & it didn''t work, dont bother bringing it back to Best Buy! He told me Best Buys policy is that I have to return defective merchandise within 14 days of purchase or I would be stuck with a 50% re-stocking fee!! By the way, there is not 1 sign posted ANYWHERE to inform the consumer of this policy.At this point,I decided it was time to leave as it did not look as if I would ever get that laptop! But I wanted the store supervisor to know how I was just treated. The store manager did in fact show up & approached me & I tried to tell him what happened & how upset I was by the situation & that I felt this was a terrible way to treat a customer. He
defended his staff, saying it was their job to inform me of everything that was available & he was pretty annoyed with me for being angry! He wasnt listening to what I told him his staff was doing. I feel that I had every right to my feelings & He was somwhat lacking in any skills whatsoever to resolve the situation. In fact, he just added to it. At one point the supervisor did say that Best Buy ALWAYS checks out their merchandise, free
of charge, before you leave the store. I wonder why The salesman did not bother to tell me about that? I went home some 45 mins after I entered the store empty handed, discouraged &
wondering how, in this great country of ours, we have stooped to such lows in merchandising that the staff would literally feel the need to harass
shoppers, withhold merchandise, use what borders on "threats" to try to sell service plans & other items to customers. Was there a bigger profit in a $99 service plan than the $649 laptop? I am bewildered by the experience & discouraged by it. I did make a call to the corporate headquarters when I got home to file a complaint as well as file this letter online. here was their response to me:
Thank you for contacting Best Buy about your recent store experience. I'm
Dean with Customer Care.
We realize it can be frustrating when you do not receive the service you
expect, and we are disappointed we did not meet your expectations when you
were shopping for a Toshiba notebook at our Middletown store. Best Buy takes
great pride in providing a positive store experience for our customers, and
we have shared your comments with the management teams from the appropriate
departments who will review the situation for improvement opportunities.
Please be certain Best Buy will continue to focus on satisfying our
customers every chance we get.
Thank you for sharing your comments with Best Buy. Please don't hesitate to
contact us with additional questions or concerns.
Best wishes from Best Buy,
Dean and the Customer Care Team
TRACKING NUMBER: A00003552580-00012750105
Now this response makes me madder than ever! I don't think they read one word I wrote & i was insulted by the response. I think Best Buy should take some heat for this. Their response was inappropriate & did not address any of the serious issues I raised. I think the company should ban theses practices NOW and should answer for their employees behaivor!!!