Best Buy East Colonial

This was hands down one of the worst customer service experiences I’ve ever had with Best Buy, specifically the East Colonial location. Due to an internal issue on Best Buy’s end, my delivery driver was contacted and instructed to return my items. This was not caused by me in any way. Trying to resolve the situation quickly, I called the store and was told that I could come pick up the order myself using my phone number. Before heading over, I called again to confirm the items were still available. The employee who answered the phone was extremely unprofessional, talked over me the entire time, and refused to let me explain the situation. When I asked to speak with someone else who could assist me, he hung up on me. Despite this, I still went to the store. Once there, I was given the runaround by multiple employees. I was told my order was not canceled, yet at the same time I was told they could not release my items to me. No one took responsibility, no one offered a clear explanation, and no one made any real effort to fix a problem that was created entirely by the store. As a former Best Buy employee from another location, I am very familiar with how situations like this are supposed to be handled. I had heard negative things about the East Colonial store before, but experiencing it firsthand was unbelievable. The lack of communication, accountability, and basic respect for customers is unacceptable. I ultimately left without my order and without a resolution. This store has clearly lost focus on customer service, and it shows. I would strongly recommend avoiding the East Colonial Best Buy if you value your time, money, or peace of mind.

Called ahead to verify item x,y, & z were in stock. Confirmed. I head to the store. Customer service rep states yeah neither x,y, or z are in stock. Why would the rep on the phone confirm the inventory in this store? “I don’t know bro, that’s someone in India is something.” A customer service training seems warranted. I asked if possibly a manager should be notified that customers are being falsely told items are in stock. He shrugged….

I was in Best Buy this morning and slightly frazzled as it had already been a rough day. I got more irritated that I was just left standing at one department and nobody came out to help me or to even acknowledge me so I went to another department and waited in line just to have the employee help someone who had just walked up and not me who had been waiting about ten minutes for my turn. I walked up to the greeters and I will tell you that Whitney had a rather irritated me turned around in about 3 minutes. I worked in Quality Assurance for a Tech Repair company and monitored the sales and customer service teams. Number One way to diffuse an upset customer is to listen and let them get all of their grief out of their system. And emphathize. Empathy is beautiful. And this was Whitney this morning. Listened attentively, empathized and then solved my issue by going back to the department I needed to speak to herself. I left very happy and grateful and I want management to know that Whitney needs a raise and a parking spot and a company car.

Thank You Brian for your help made my experience there better.