Best Buy Bucktown

Came in to pick up my online order. Customer service representative was efficient and friendly.

I did not get this manager’s name, but he was bald and had visible tattoos on his arm. I’m mentioning that only so store leadership can identify the correct person. What bothered me most about my visit was not the original issue with the associate, but how this manager handled it. He stepped in, resolved the serial-number issue, and then proceeded to sell me another pair of Meta Ray-Bans for about $450. At that point, I thought the situation was over. At the very end of the transaction, I asked a simple question to confirm that the serial numbers on the new pair matched, given what had just happened. Instead of simply answering, he responded, “I bet you make mistakes at your job.” What made that especially disappointing was the timing. He had no problem completing the sale and taking my money, and only afterward chose to make a personal, sarcastic remark toward me. That is not how a manager should de-escalate a customer-service issue. A manager should be the person who restores confidence in the store, not the person who gets the final insult in after the purchase is complete.

I came to this Best Buy around 10:50 a.m. at the pickup counter to exchange a pair of Meta Ray-Ban glasses, and the experience was incredibly unprofessional. The employee helping me was a young woman behind the pickup counter with very full false eyelashes and glossy red eye makeup. She appeared unable to properly verify the serial numbers and quickly told me they did not match and that she would not process the return. I calmly asked if she was sure the numbers did not match, and she suddenly told me, “Don’t raise your voice at me,” even though I was speaking at a normal, low volume. When I asked for a manager, she then told me not to get “my panties twisted.” After that, she completely ignored me and would no longer acknowledge my requests for a manager. A manager eventually came over, checked the serial numbers, and verified everything quickly and easily. Despite the way I had just been treated, I still chose to purchase another pair of glasses for about $450. At the end of the transaction, because of what had just happened, I asked the manager whether the serial numbers on the new pair had been confirmed to match. Instead of simply answering, he responded, “I bet you make mistakes at your job.” That was completely unnecessary and insulting. I came in for a simple exchange and ended up being accused of raising my voice, told not to get my “panties twisted,” ignored when I asked for management, and then insulted again by the manager after still spending another $450 in the store. I was so caught off guard by the hostility that I did not fully respond in the moment, but this was absolutely unacceptable treatment of a paying customer. I hope the General Manager reviews the surveillance footage from the pickup counter around 10:50 a.m. and addresses the conduct of the employees involved.

Bad Geek Squad service.Best Buy no longer services all that they sell. All 800 numbers are farmed out to foreign call centers. You no longer can call a store. The contractors at call centers promise the world and the stores do not deliver. Hello Costco. No longer a reason to step foot into another Best Buy store. Sad!