Will NEVER EVER shop at this location, we are CANCELLING our Best Buy CC and we are looking into filing a formal complaint with Best Buy Head Office and explain our situation to everyone.
We bought a $1, 300 computer online and picked it up at the Bramalea location on Wednesday July 20th. It had a manufacturer’s defect, a blue line running vertically along the screen. We went on Sunday July 24th to exchange it at the Bramalea location, unfortunately they were out of stock and and let us know that this location (Heartland) had some on hand, since this is a manufacturers defect and that we are well within the 14 day exchange period that we should head over and exchange our computer there.
We went on Monday morning, to the Hearland location, only to be told by one CSR (who wasn't wearing a name tag) that they weren't doing anything for us, we asked him to speak to a manager. That associate walked away and never came back. Another CSR (again no name tag) was lingering around he spoke to us, he said he was a senior (whatever that meant) and that yes it was a defect that couldn’t be fixed and that yes we’d need it exchanged and not to worry we’d be happy by the time we left.
Nothing was happening, they said they needed a box and since we don’t have it they weren’t doing anything here, we were told previously that this was a non-issue, the laptop had a manufacturers defect and we were well within our 14 day period.
Over 30 minutes passed, my husband was on the phone and asked to speak to the CSR we were dealing with (we were repeatedly asking for the manager who never came over during this time). He did not want to take the phone because he said that my husband must be angry. He eventually took the phone and my husband asked him what the problem was and I know he used a few expletives. It was after that conversation that the manager (if you can call him that) finally came over, he had a name tag on, ROCKY.
He had been standing a right across from us a few metres away the WHOLE time and never bothered to come over. He sauntered over and asked "what’s the problem", I was furious and said hasn’t anyone here explained anything to you. He gave us the same nonsense story about needing a box – that was irrelevant. They will not re-box and sell an item that is defective; they will send it back to the vendor for credit or repair. This is common sense.
My husband spoke to him to ask him what was really happening here and how this makes no sense with Best Buy’s exchange period. To which all Rocky’s big help and response was ‘do you work here? ” do you work here? ” That’s all he would say. I said I wasn’t leaving to go to another store until there was a resolution there or at another location. All they did was dial the number to the Bramalea store (Rocky did, to which he dialled incorrectly and I had to dial it again and then he immediately scurried away so as to not speak to us or anyone at the other store). I explained our situation to the CSR at the Bramalea location and she immediately transferred me to the manager, Dilldeep. He listened to what was happening and what I was being told. He checked their system and said that the laptop we bought was coming in this afternoon. He took my name and number and called me as soon as it came in. We went to Bramalea and had an awesome experience with Dilldeep (a real manager, who managed an issue that presented itself) and Natalie and CSR who has customer service skills. They repeatedly apologized for the behaviour of their colleagues at the Hearland location and said that customers are important and without us there wouldn’t be a need for their jobs because there is so much competition for our dollars at other stores.
The Hearland location is so ill equipped with regards to customer service. They were behaving as though every Best Buy is an independent store like ‘Bob’s No Frills’ and very hostile right away. It was very apparent that Rocky was just making up excuses, it took him a bit over half hour to just come speak to us and he was just metres in front of us the whole time, he couldn’t dial the phone number correctly and then he just left before resolving anything or contributing anything despite confusion, anger, animosity and stuff he just made up to just show off and feel like he is actually ‘managing’ something.
If customer service skills are too expensive to teach to this bunch, how about giving them some acting classes so that at least maybe they can hide their obvious BS and they’ll at least have something to potentially contribute to this world because right now they are a miserable FAIL.
Businesses should never ever forget that bad news/complaints travel much further and faster than anything good.