Best Buy ignorant staff + stubborn manager = poor customer service Boston Massachusetts
I went to Best Buy looking for a CD by the artist Corinne Bailey Rae. I couldn't find it on the shelf so I asked a Best Buy associate for help. He went to a computer, looked something up and came back with a CD that said on the cover "Corinne Bailey Rae - Smooth Jazz Tribute"
I didn't know a lot about this artist but it didn't seem right. The cover had a generic clip art graphic on it. I expected a picture of the artist, but I didn't know what it was supposed to look like. So I say to the associate "This is the latest CD by Corinne Bailey Rae?" and he says that it is.
I take it home, open it up, and come to find out that it is *not* a CD by Corinne Bailey Rae - it is a smooth jazz cover album! I went in looking for a multiple Grammy nominee who is a pretty hot new singer, and instead I get elevator music.
I can forgive that as an honest mistake. What made it 100 times worse is that when I tried to exchange the CD, the manager on duty wouldn't do it! He said it was my mistake and I got what I asked for.
I couldn't believe this. I kept my cool and told him that's not what I asked for - I asked for the artist Corinne Bailey Rae, and what I was given was a CD with the title Corinne Bailey Rae - obviously not the same! He just said he was sorry and that there was nothing he could do.
It's not right that the CD associate didn't know the name and album of a recent multiple Grammy nominee. But that's forgiveable. But to be so stubborn when this is so obviously not a scam - and they were the ones in error! They are supposed to be educated in product in order to educate the consumer. When they don't know what's going on, the customer shouldn't be the one left holding the bad. Unbelievable.
I complained online and at the 1 800 number for Best Buy but have yet to hear back.
Ajay
Brookline, Massachusetts
U.S.A.
1 Updates & Rebuttals
Zoochdog
Brookline,Massachusetts,
U.S.A.
Best Buy Boston - Issue Resolved!
#2Author of original report
Sun, July 27, 2008
The 1 800 # was extremely unhelpful, as was the internet complaint form at bestbuy.com. No one ever responded to the internet complaint form. The first call to BB customer service seemed to go okay and I was told in a very nice understanding way that the manager of the store would be notified and would try to resolve the problem.
A week passed and no one had called, so I called back. This time, a different person told me "we handle complaints internally." I said, so I'm not going to get a call? And he said "no sir, they won't contact you."
Wonderful! But I asked him for the name and phone # of the general manager of that store. I called him and he did the exchange without any hassle. He wanted to know who the unhelpful manager on duty was, but unfortunately I didn't have his name. I think the general manager would have disciplined the MOD about this situation, which is nice.
RESOLVED!