Best Buy Richfield

Audi was a big help in finding what I needed

Crazy how I never been to this store or in the state it’s from and my card got a blocked transaction when I have the card on me

It's a little rundown and super crowded

I had a very disappointing customer service experience this week with the manager on shift, Matheus. Two months ago my boyfriend, being an employee of Best Buy at the time, purchased a screen protector for my iPhone and got me lifetime warranty on it. I went in this week to get my protector switched out because I was clumsy enough to break it again. One of the Best Buy employees was doing his best to help me and get it switched out at the price match of the protector we purchased, however Matheus refused to honor and price match the cost of my original screen protector. He mentioned he couldn’t do it because my boyfriend was no longer an employee thus the employee discount couldn’t apply. However, I have WITNESSED Best Buy go above and beyond to price match for customers for items in the hundreds of dollars. I was disappointed considering I had JUST purchased over $900 worth of electronics less than 3 weeks ago including an Xbox and 2 high end up head phones as Christmas gifts for my family along with Xbox games. I have these receipts and am willing to show them. To me, being unwilling to price match $31 to honor my life time warranty when I spend alot of my hard earned money at that location and have bought plenty of my electronics from that location, just felt like… a slap in the face. I didn’t cause any scene in store and simply paid for the new screen protector however I do believe constructive criticism is key to better leadership. As a manager, Matheus could benefit from additional extensive training on customer satisfaction and customer loyalty. Currently, I have no desire to continue spending my money at a place that has made me feel they care more about charging me $31 against my lifetime warranty , instead of honoring my satisfaction as a loyal customer. I also would like to mention current employees at Best Buy who witnessed the scenario apologized on behalf of Matheus and communicated even they were surprised Matheus didn’t just honor my lifetime warranty and they also felt he could and should have done more. So, that also just didn’t make me feel good at all. I have thought about it the past 2 days and decided to share my experience and my disappointment with this encounter. With all humility, I say: Do BETTER Matheus, PLEASE. I sincerely hope you improve as a manager and grow in your leadership skills at Best Buy. Thank you for your time.