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Beware best buy--horrible experience

I vowed to quit shopping at Best Buy right after the most recent iPad launch.

My first iPad was having intermittent issues. I was able to demonstrate them to the Geeksquad employee but I was told they would have to replicate the issues prior to processing my return.

I was asked if I needed to make any other purchases at the store, and when I told them that no, I only needed to swap my iPad, they asked me to "browse the store for an hour or so" while they attempted to replicate the issues I was claiming to have.

This pissed me off because 1) the implication is that I'm lying about the problems. What if they were unable to replicate the issues? Do they then tell me to go F myself? Do they not receive credit for the item from Apple due to their product being faulty? If so, what skin is it off their back if they make the swap? And 2) what company asks a customer to "browse around for an hour" like I don't have anything better to do then walk around their store.

And this happened in San Antonio, too.
 
swllnvag said:
I vowed to quit shopping at Best Buy right after the most recent iPad launch.

My first iPad was having intermittent issues. I was able to demonstrate them to the Geeksquad employee but I was told they would have to replicate the issues prior to processing my return.

I was asked if I needed to make any other purchases at the store, and when I told them that no, I only needed to swap my iPad, they asked me to "browse the store for an hour or so" while they attempted to replicate the issues I was claiming to have.

This pissed me off because 1) the implication is that I'm lying about the problems. What if they were unable to replicate the issues? Do they then tell me to go F myself? Do they not receive credit for the item from Apple due to their product being faulty? If so, what skin is it off their back if they make the swap? And 2) what company asks a customer to "browse around for an hour" like I don't have anything better to do then walk around their store.

And this happened in San Antonio, too.
Click to expand...

I can only assume this story ends with them processing the return just like you wanted?

Good story bro.
 
So what's the end game?
What does the OP want? An apology?

Really?

OK, "On behalf of the employees of Best Buy, I am sorry".

/end thread.
 
Thanks to those who have offered support. To the haters, let me clarify a few things.

1) My long detail was necessary when reporting it to Best Buy. I simply shared exactly what I wrote them. I could have provided a shorter explanation for those of you that want cliff notes but decided to leave it raw and unfiltered.

2) My young professional comment about what I do is in no way meant to offend anyone. I was simply pointing out that I work with customers on the programs I manage every day and if I EVER treated any of them this way, I would be let go immediately.

3) The fact that I finally got what I asked for isn't the point. If you think that, then you're missing the point. The point quite simply is Best Buy's HORRID customer service in this instance. Only after I threatened to not leave the store, call the police and the media, did they finally do something.

The entire point is that I was treated like garbage and not a valued customer.
 
Hey, you got your apology (more heartfelt and sincere than Best Buy would provide). What more do you want?
And if you used the same strategy at Best Buy as you do here (calling those who may disagree with you, "Haters" I can see why it took an hour for you to get your problems resolved.
 
jasonapr78 said:
Thanks to those who have offered support. To the haters, let me clarify a few things.

1) My long detail was necessary when reporting it to Best Buy. I simply shared exactly what I wrote them. I could have provided a shorter explanation for those of you that want cliff notes but decided to leave it raw and unfiltered.

2) My young professional comment about what I do is in no way meant to offend anyone. I was simply pointing out that I work with customers on the programs I manage every day and if I EVER treated any of them this way, I would be let go immediately.

3) The fact that I finally got what I asked for isn't the point. If you think that, then you're missing the point. The point quite simply is Best Buy's HORRID customer service in this instance. Only after I threatened to not leave the store, call the police and the media, did they finally do something.

The entire point is that I was treated like garbage and not a valued customer.
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I ask again, why didn't you just use the gift cards rather than insisting on getting your money back? You spent more money there anyway and still owe some on your other preorders. You'd have saved yourself, and the employees, a ton of hassle.
 
Buckeyestar said:
I ask again, why didn't you just use the gift cards rather than insisting on getting your money back? You spent more money there anyway and still owe some on your other preorders. You'd have saved yourself, and the employees, a ton of hassle.
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Because the gift cards were for my father and his wife's phone and he didn't want them. Neither did I. You're acting like a BB apologist so please tell me how my desire to return the gift cards which I was allowed to do per their policy is in any way an excuse for how I was treated and the fake $100 bill I was given? Obviously had I been able to see the future and know this would have had happened, I wouldn't have bothered trying to return the gift cards at that time.

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braddick said:
Hey, you got your apology (more heartfelt and sincere than Best Buy would provide). What more do you want?
And if you used the same strategy at Best Buy as you do here (calling those who may disagree with you, "Haters" I can see why it took an hour for you to get your problems resolved.
Click to expand...

Haters isn't a term for those who disagree it's for those who offer no actual useful information or advice but only come on here to argue against those who have a legitimate gripe. Just because they resolved my situation does not in ANY WAY excuse their treatment of a customer. If you were a business owner and you treated your customers like this you'd be out of business.
 
jasonapr78 said:
Because the gift cards were for my father and his wife's phone and he didn't want them. Neither did I. You're acting like a BB apologist so please tell me how my desire to return the gift cards which I was allowed to do per their policy is in any way an excuse for how I was treated and the fake $100 bill I was given? Obviously had I been able to see the future and know this would have had happened, I wouldn't have bothered trying to return the gift cards at that time.
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Sure you were totally within your right to return them. But you spent more money there later and still have to pay off the other preorder. Any sane person would just have used the cards for one of those purchases. Best Buy apologist? Lol, I guess that makes you the drama queen then.
 
Buckeyestar said:
Sure you were totally within your right to return them. But you spent more money there later and still have to pay off the other preorder. Any sane person would just have used the cards for one of those purchases. Best Buy apologist? Lol, I guess that makes you the drama queen then.
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Your opinions are your own. Had you experienced what I went through you'd be here too. Instead you resort to elementary name calling. You sure seem quick to defend Best Buy was simply my point. I wonder if you would be if this happened to you? I'm gonna guess no.
 
jasonapr78 said:
Your opinions are your own. Had you experienced what I went through you'd be here too. Instead you resort to elementary name calling. You sure seem quick to defend Best Buy was simply my point. I wonder if you would be if this happened to you? I'm gonna guess no.
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I didn't start the name calling. I'm not defending Best Buy. I just can't fathom why you couldn't just spend the cards. You created a hassle where none ended to be. What happened after is irrelevant to my query. Why couldn't you spend the cards?
 
jasonapr78 said:
This is long but below is the written complaint I have filed against my local Best Buy store (#1459) on the Best Buy forums until I can reach their 1-888 number on Monday morning when they open. I will also share this experience with as many people on as many sites as possible.

Good evening!



I am filing a complaint here and will follow-up with a phone call on Monday when the call center is open. My complaint is being filed against Store #1459 which is the Alamo Ranch Best Buy located at 5419 W Loop 1604 N San Antonio, TX 78253.



I reserved four iphones in total (two separate order numbers with one being for two 16GB AT&T Black iphone 5s and the other for two 32GB AT&T Black iphone 5s) on Sunday, September 16th at 5:12 and 5:21pm CST. As part of the pre-order requirement, I purchased four $50 Best Buy giftcards (one per phone). Upon receving the e-mails at 11:44pm CST on Thursday, September 20th that I WOULD NOT be receiving my phones on launch day, my family and I set out to find our phones elsewhere. My father was successful this morning (Saturday, September 22nd) in obtaining his 16GB Black iphone 5s for himself and his wife. As a result, I went to the Best Buy store mentioned above to cancel the pre-order and return the gift cards for that order (two $50 gift cards). This is where the nightmare began.



Upon arriving at the store, a mobile employee approached me and asked what I needed help with and I told him I was cancelling one of my iphone 5 pre-orders and returning the associated gift cards because the phones were already purchased at an Apple store. He took my name down and I waited in line. Approximately 45 minutes later, I was finally called to a station to cancel the pre-order. The woman that took my information was curt, rude and unapologetic. When she finally cancelled the pre-order she went to hand me the order form sheet back and I told her I didn't need it. She insisted that I did need it for the remaining phone and I told her I had another order form for the other order I wasn't cancelling yet (two 32GB Black AT&T iphone 5s). She then looked at me and rudely questioned how I could have ordered four phones because the policy was to only allow two phones per person. I explained to her that one of the associates (male acting as if he was the mobile manager since he was telling the others what to do and acting in a supervisory manner) that helped me place my pre-order said they would allow me to order four (for all four people on my account) since I was buying two different models (two 16GB Black AT&T iphone 5s and two 32GB Black AT&T iphone 5s) and although I couldn't have any of my other three family members with me, I could have gotten them on the phone. He said not to worry and took care of it. She then said something that wasn't audible to me to one of the other mobile employees and I then asked her if there was a problem? I told her it shouldn't matter since Best Buy didn't come through with my phones anyway and I had already gotten two of the four I needed. She rudely said there wasn't a problem and I then asked her to process the return of the two gift cards associated with the cancelled pre-order (16GB Black AT&T iphone 5s). Upon asking her this, she quickly responded with "you can't return those" and I pointed out the language on the pre-order form that stated "Preorder cancellations will not affect your gift card and can be redeemed or returned for a full credit at any Best Buy retail location." She then told me I needed to wait until she took care of a customer she had already been working with and was in the middle of a transaction with. The "customer" she was referring to was another Best Buy employee (presumably off the clock but I do not know and she was still in uniform) and then I asked her why they even called me up if that was the case? She told me she was told that all I needed was a pre-order cancellation and I responded that she was correct and that included the return of my gift cards which I explained to the man that took my information down when I told him why I was there upon getting in line. She then told me she needed the register for that (only one at the mobile area in the Best Buy store) and I would have to wait. She did not apologize or even act like she cared at all. The fact I was there seemed to bother her despite this being her job. When she finished setting up the Best Buy employee's new Black Sprint iphone 5, she fiddled with the register for a few minutes before talking to another mobile employee. Several minutes passed and she finally told me to meet her at the Geek Squad counter across the store. She then walked over to two other employees (one I later found out was the store manager) and after a few minute conversation, she proceeded to vanish behind the Geek Squad doors in the back. A couple minutes later, she finally walked out with a return receipt for the gift cards and a $100 bill. I didn't understand why she gave me cash when I had originally paid with my debit card but I then left the store to head home.



Upon getting to my truck, I realized I had forgotten to purchase my GE water filter for my fridge so I put the folder with my receipts and order form in my truck and walked back into the store. A couple minutes had elapsed at this point and I quickly picked up my filter and proceeded to the check-out. I decided to use the $100 bill that I had just been given to pay for the $44.99 filter so I could break it. The woman marked the bill with a marker a few times before leaving the counter and going across the way to another cashier and took his marker and marked the bill again. She then left and walked over to the store manager. After a few minutes, she walked back to me and told me my bill was FAKE!! I just laughed a bit and immediately pointed over to the Geek Squad counter and told her that I had just been given that bill by a mobile employee who was processing my gift card return as part of my iphone 5 pre-order cancellation. The manager walked over and talked to her again and then left. A few minutes later he returned and told me he contacted Best Buy corporate and there was nothing he could do! At this point, frustration started to mount and I became upset. I calmly told him that was not an appropriate answer and that I wanted to see the store's General Manger. He informed me that he was the store manager. I told him that they needed to make this right and that I was not leaving the store until I had my money. I explained to him that he could pull up the security footage and verify that the mobile employee who processed my return handed me a $100 bill at the Geek Squad counter. He then told me there was no way he could be sure that the $100 bill I tried to pay with was the one I was supposedly given. Now I was beyond angry. I told him he was now calling me a liar. He could have cared less. He was arrogant, rude and the absolute opposite of what any manager should be for a company that deals with customer service and supposedly prides itself with doing things for their customers, etc. I then told him I would call the police and the press if I had to and again stated that I was not leaving the store until I received my money. He told me "go ahead" in an extremely rude and disrespectful manner. I then rushed over to the mobile center and interrupted the woman that had processed my earlier return. I explained the situation to her and told her she needed to talk to her manager and validate my story that she had given me a $100 bill for the return. Keep in mind this is the same guy who she talked to ealier about how to process the return so he knew I was telling the truth the entire time. She walked over to him and they both disappeared behind the Geek Squad doors and I never saw them again. About 10 minutes later, a different employee walked out and handed me five $20 bills. He apologized and then rang me up for my filter.



This whole incident took well over an hour and I was embarassed and treated like absolute dirt by two of your employees (one employee and one store manager). I have been a Premier member a number of times (not currently) and have spent countless THOUSANDS at your stores. I have purchased appliances, stereo equipment, gaming systems, games, TVs, CDs, cables, phones, lenses, etc. This experience has left me with such a sour taste and bitter feeling that I doubt I will EVER set foot in a Best Buy again. For a company trying to redefine itself in a changing economic environment with the collapse of Circuit City and growing online sales, brick and mortar companies like Best Buy should treat their customers like gems because it's the customers who pay Best Buy's employee's salaries, their executive's salaries and bonuses and the stockholder's share prices. I'm a young professional who runs literally multi-million and billion dollars programs every day and I can't even imagine treating someone like this. It is also a shame that Best Buy has been selling (confirmed with several stores) iphone 5s to walk-in customers when they haven't even fulfilled their commitment to pre-orders. I understood when I placed the pre-order on my phones that I was not guaranteed phones on launch day. But I also was told pre-orders would all get their phones first before any walk-ins. What I wasn't told was that this was by store. Best Buy is a large company and you mean to tell me your logistics chain is so poorly managed that you can send out an automated e-mail telling me I won't get my iphones at launch day at nearly midnight my time but yet you can't generate an e-mail telling me that my phone is ready to be picked up at a different store that got more allocation than they had pre-orders for a certain model? That's rediculous. This is the 21st century and supply chain problems need to be addressed at your company ASAP along with customer service. I will likely have no choice but to return to a store to cancel my second pre-order because I will most likely get my two 32GB Black AT&T iphone 5s from and Apple store or an AT&T store LONG before you are able to fill my pre-order. They really should be called reservations because they are not actually pre-orders if you can't fill them but yet sell to walk-in customers. Lastly, the part in the e-mail I received from "Shawn Score" telling me I wouldn't get my phones on launch day that stated "However, there is no doubt that the fact you pre-ordered a phone from Best Buy means you will be able to buy it before any consumer trying to find one on their own." is a complete and blatant lie. How many people have walked-in to a Best Buy and bought an iphone 5 BEFORE a customer that had pre-ordered one? Many have bought phones from AT&T, Verizon, Sprint, Radio Shack, Walmart, Sams Club and Apple stores. Please don't state something so obviously wrong and incorrect. It's also bad business to see your employees with iphone 5s and even having them set-up while in uniform (whether on the clock or not) in front of customer's whose pre-orders have not yet been filled because it lends itself to have customers question whether employees are keeping phones for themselves, family or friends. I will be sharing my experience with many online forums besides this one. I'm not expecting much from Best Buy because I am just one customer that you obviously care nothing about so you will likely read this, roll your eyes and do nothing for a customer who has been loyal for a number of years spending thousands of dollars at your stores. It's a shame how I was treated and even worse that I have to waste more time detailing this horrendous experience.
Click to expand...

why not use the GCs for the water filter you needed? If it was for your father and his wife you were still spending that money so it wouldn't have made a difference as you would have had to replace it.
 
jasonbro said:
I can only assume this story ends with them processing the return just like you wanted?

Good story bro.
Click to expand...

Doesn't negate the poor customer service. There's no need to refute the claims of a customer, whether legitimate or not (mine were). Best Buy does not manufacture the product I was trying to have replaced so I don't understand their interest in verifying my claims.

I was polite in telling them that I did not want to "walk around" their store for an hour and my swap was processed only after the employee spoke with a manager, telling me they were "making an exception" for me. It's beyond me how they're doing me any favors by not having me wait around for them to test the product.
 
Buckeyestar said:
I didn't start the name calling. I'm not defending Best Buy. I just can't fathom why you couldn't just spend the cards. You created a hassle where none ended to be. What happened after is irrelevant to my query. Why couldn't you spend the cards?
Click to expand...

I created a hassle where none "ended" to be? I think you meant needed to be. If I had not chosen to use the cash to break the $100 bill that I don't normally carry around with me, I would never have known the bill was fake. When some other place would have told me it was a fake days later, I would have been screwed and there is nothing I would have been able to do. You are COMPLETELY missing the point. The point isn't about anything other than HORRIBLE customer service. Can you truly not understand such a simple point from my example? If not, then oh well. Moving on.

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Built said:
To the OP: I agree with you. If I had been humiliated and treated like a criminal, as were you, I would be furious.
Click to expand...

Thanks I appreciate it.

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Maverick713 said:
why not use the GCs for the water filter you needed? If it was for your father and his wife you were still spending that money so it wouldn't have made a difference as you would have had to replace it.
Click to expand...

I decided to use the fake bill I had been given so I could break the $100 because I don't normally carry cash let alone $100 bills. Not every place can break $100 bills. But again, that's not the point of this.
 
jasonapr78 said:
I created a hassle where none "ended" to be? I think you meant needed to be. If I had not chosen to use the cash to break the $100 bill that I don't normally carry around with me, I would never have known the bill was fake. When some other place would have told me it was a fake days later, I would have been screwed and there is nothing I would have been able to do. You are COMPLETELY missing the point. The point isn't about anything other than HORRIBLE customer service. Can you truly not understand such a simple point from my example? If not, then oh well. Moving on.
Click to expand...

Yes, I made a typo.

Sounds to me like YOU are completely missing the point. If you'd just chosen to spend the cards from the canceled preorders rather than get your money back then there never would have have been a $100 bill involved at all and you would have never had the experience in the first place.
 
Buckeyestar said:
Yes, I made a typo.

Sounds to me like YOU are completely missing the point. If you'd just chosen to spend the cards from the canceled preorders rather than get your money back then there never would have have been a $100 bill involved at all and you would have never had the experience in the first place.
Click to expand...

I am so glad to know that you would have forseen that you would be given cash and not a debit return and that you would have been given a fake $100 bill. I guess you shouldn't be on here because you obviously never have anything bad happen to you because you ALWAYS know what will happen? Care to share the winning power ball numbers for all of us PRIOR to the drawing?
 
That's a tough situation but I wouldn't call it a nightmare.

The store was packed and busy and you didn't get your butt kissed by the employees. They helped you and you got your refund when the register was available.

If I rang someone out and gave them a $100 bill and they left the store and came back in and then bought something with a $100 bill and it was fake I would be suspicious of the customer. I wouldn't just assume it was the same $100. That has scam written all over it. What if you DID use a different $100 bill?

In the end you did get your money back.

It is a bad retail experience but they didn't do anything horribly wrong in my opinion.
 
ThePreditor said:
TL : DR:

Step one: Don't shop at Best Buy
Step two: Learn how to write more concise stories.
Click to expand...

I already posted why it was so long. Don't read it then. It included all details necessary for the Best Buy complaint. No need for you to post what you did.
 
jasonapr78 said:
I am so glad to know that you would have forseen that you would be given cash and not a debit return and that you would have been given a fake $100 bill. I guess you shouldn't be on here because you obviously never have anything bad happen to you because you ALWAYS know what will happen? Care to share the winning power ball numbers for all of us PRIOR to the drawing?
Click to expand...

It's just not sinking in is it? What I'm trying to say is that any normal person, knowing they were going to spend more money there, would just use the gift cards rather than asking for their money back and then spending that money in the same store. It would have been far simpler. The fake bill has nothing to do with it.

You really are getting all puffed up over my question without actually answering it.
 
jasonapr78 said:
I am so glad to know that you would have forseen that you would be given cash and not a debit return and that you would have been given a fake $100 bill. I guess you shouldn't be on here because you obviously never have anything bad happen to you because you ALWAYS know what will happen? Care to share the winning power ball numbers for all of us PRIOR to the drawing?
Click to expand...

You're doing well here. Welcome to MacRumors. May your stay be fruitful and enjoyable.
 
jasonapr78 said:
I already posted why it was so long. Don't read it then. It included all details necessary for the Best Buy complaint. No need for you to post what you did.
Click to expand...

First, I'm sorry people on this board jump at the chance to slam posters so easily. We live in such a "chippy" environment these days it's ridiculous. The internet, and forums like this, make it so easy to bash without being accountable. I bet 95% of the people who make rude comments on this forum would pee their pants in public before they would say some of the same things to people in "real life"...

Second, it was extremely painful reading your post because of the way it was constructed. My concern for you is that, because it was so long and such a huge block of text, the "complaint-readers" at Best Buy won't get through it either, which won't help prevent something like this from happening again.
 
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