You might be wondering why I'm writing this here on my blog rather than telling Best Buy directly about their crappy customer service. Two reasons: #1 on Best Buy's website the way to contact them is on the phone and I'm more well-spoken in text than on the phone (I tend to lose my temper and start swearing like a drunken sailor from frustration) and #2 because a public forum (blog, magazine, newspaper, etc.) is a powerful weapon against bad customer service (here's
proof). So here we go...
My dad was given an iPod for Christmas, and he's slowly buying accessories for it. He's decided that he wants to listen to it through speakers rather than through earphones. So while he was out running errands today he went to Best Buy. He's not knowledgeable about technology or electronics so he has to rely on the help of those who are, like the Best Buy employees. So he found an employee and told me that this was this conversation he had:
Dad: I want to listen to my iPod through speakers.
Employee: Okay, I can help you with that. Here's what you need.
So my dad bought a $50+tax docking station to hook his iPod to a sound or entertainment system. The problem with this is that he doesn't have a sound or entertainment system. He was looking for portable speakers. I know that some people are going to blame my dad: "Well why didn't he just ask for speakers?" But the employee should have asked a couple questions. It would have taken less than 60 seconds to figure out what my dad actually was looking for with one question: Are you looking for a docking station to connect the iPod to an existing system or do you need speakers for the iPod? I've worked in customer service before and I know that not every customer knows exactly what they need, so it's best to ask questions. But this employee didn't ask my dad any questions to find out what he was really looking for and needing. All they were concerned about was getting as much of my dad's money as they could as quickly as possible with the least amount of work.
After he got home, he showed me what he had bought. I pointed out that what he had purchased wasn't going to work for him and he needed to return it. So we went to Best Buy together this time so that I could make sure that he got what he needed. This time we went to a different Best Buy that is closer to our home and we were hoping the customer service would be better. So we walked in and the employee right inside the door put the little sticker on the box and pointed us towards the customer service counter. I mean, he literally just pointed and said "Back there." The customer service counter shares a u-shaped counter with the Geek Squad and the in-store pick-up. There's signs in the air in the general vicinity but unless you spot the 8.5x11 sign, you'll end up in the wrong line. We almost did; I didn't spot the sign until my dad had already gotten into the wrong line.
So when we walked up to the desk, an employee turned his back on us and walked off. He had seen us; he'd made eye contact with me before turning away. He went into a back room, then came back out and acted surprised that someone was standing there. And this exchange happened:
Employee: Oh! Can I help you? (walks about two feet out of the back room)
Dad: I bought the wrong thing so I need to get the right thing. (Places docking station box on counter with receipt)
Employee: Sure, we can do that. Hang on just a second.
And he walked back into the back room again. After about 30 seconds, a different employee came out...
Employee #2: Hi, how can I help you?
Dad: I bought the wrong thing so I need the right thing. I wanted a station thing...
Me: You need portable speakers.
Dad: Yeah, speakers.
Employee #2: Okay, do you want to just return it or exchange it or what?
Dad: Exchanging it would be okay.
Employee #2: Okay. Just go get what you really want and I'll keep this up here.
I don't understand why the first employee walked away the first time into the back room without acknowledging our presence. Then when he did acknowledge us he acted surprised that we were standing there. That's just odd. Then the second employee wasn't particularly helpful or nice. She wasn't outright rude but she did look at us as though we had extra heads growing from our shoulders. We weren't rude, antagonistic or dressed oddly so there was no justifiable reason for her to give us that expression.
So we went over to the iPod accessories to find some speakers. There was an employee already helping a customer in that section. I had to reach around them to pull items from the rack and said excuse me, both the customer and employee gave me dirty looks. I know Best Buy can't do anything about the customer, but the employee was rude to give me a look like I'd shoved a dog turd under his nose. Then the employee finished helping the customer before my dad and I had finished looking at the speakers. Instead of asking us if we needed help or were finding everything we needed, he gave us another dog-turd expression and walked off. We took my dad's selection (only $9.99+tax) back to customer service and Employee #2 finished the transaction. But of course there was a bump in the road again.
Employee #2: So we owe you $42.96. I'll put that all on a gift card. Or I can give you $3.69 in cash and the rest on the gift card.
Dad: No, that's okay. Just put the 40-whatever on the card.
Employee #2: Huh? So it's okay to put it on the card or what?
Dad: Just put it all on the gift card.
I have no idea why the employee got so confused. I was standing right there, and my dad plain-as-day said to put it on the card. No accent, no mumbling, no loud noise to interfere with what he was saying. So after he got the gift card, we browsed around the cds for a few minutes (Which was a whole 'nother crappy experience, why does everyone treat country and Celtic music listeners as thought we're second rate humans? We'd buy more stuff if you gave us more options! Duh!). My dad picked out a couple cds and we went to the registers.
There was one cashier and a line of five customers ahead of us and I think two, maybe three, behind. Two customers had gotten in the wrong line because they were making a return and had also received the vague "back there" point from the door employee. So it wasn't just us. And the cashier also did a vague gesture in the direction of customer service for the first gentleman who was in the wrong line. He ended up in the Geek Squad line. The second wrong-line customer made it to customer service after realizing he was in the wrong line on his own. Then another employee came over to run a register and announced in a loud voice "I can take the next customer" then in a soft, hardly audible voice "as long as it's credit or debit." What's the point of opening a register that can't help ALL customers? Not cool Best Buy, not cool.
Somehow my dad managed to buy the cds without incident but the whole over all experience left me irritated. I can see why I've read articles about how Best Buy is tanking. Their customer service is mediocre at best. And of course there's the fact that if the employee from my dad's original trip to Best Buy had truly done their job, there wouldn't have been the second trip back. Next time I need something that I could get at Best Buy, I'll think twice before shopping there again.