Best Buy Complaint - Customer service/shoddy practice
MELBOURNE, FLORIDA -- Below is a copy of the complaint letter which was sent to the GM of Best Buy. As of this posting I am yet to get a response.
Re: Gateway laptop model # NV5378u
Good afternoon Ole Goode,
On Friday June 18, 2010, I bought a Gateway laptop model # NV5378u for $479.99 using my debit card at Best Buy located 1900 Evans Rd Melbourne FL, 32904
Monday June 21, 2010, I realized that the same laptop was available online for $429.99 and in store pick up was allowed. I returned to the store with my original receipt and a printout from the Best Buy website. I was being helped by two very nice customer service reps. One of whose name is **. They were able to get the process started for me and I was told after some inquires on the customer service reps end that the adjustment should not be a problem as they do have the items in stock and in store pick up is allowed.
Here is where I became very disappointed with the store. ** needed a manager’s override to finish processing the transaction. Tom Leony, (**’s manager) came over and was given a detailed explanation from Raphael as to what was being done and why. Mr. Leony very flippantly flicked the printout back in Raphael’s face, said, “It’s an outlet item”, and walked away. Not once did Mr. Leony address me as the customer to even try to explain what all this meant. He left Raphael to handle it. ** followed Mr. Leony and tried to get an explanation from him as to why this transaction is not allowed. After a few minutes of going back and forth with Mr. Leony, Raphael told me that Mr. Leony would not allow him to process the transaction as the item is an outlet item which means it’s refurbished. I was taken aback as there is nowhere in the Gateway laptop’s description that says REFURBISHED.
I did some research on Bestbuy.com and I have attached some printouts for you to review. The first is the Gateway laptop, which I purchased, and you can see there is no indication of this item being refurbished. If the item was indeed a refurbished item, then I believe that this would fall under the category of “deceptive sales practices,” since by omission of this detail, a reasonable person would be led to believe that he/she was purchasing a brand new item.
The second is a printout of your refurbished laptops, which are clearly marked refurbished.
To resolve the problem, I would like you to honor the adjustment and refund my $50.00. In addition, you should have some in store customer training for personnel regarding customer service. Also, to remind workers that the customers are the one who are keeping the company in business.
I look forward to hearing from you and to a resolution of this problem. I will wait for 48hrs for a response before seeking help from the stores Regional Manager and or the Better Business Bureau of South East Florida.
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