Complaint Review: Best Buy

The following email highlights the problems I have been having with Best Buy. This is the 2nd time I've contacted them with my concerns and I get nothing but standard customer service avoidance and deterance.

They seem nice and friendly and welcome all concerns and questions but just put up a giant wall and say too bad, you've spent more than $1,000 on a computer and we sold you bad parts and we're not going to have anything to do with them. It seems like they don't care what happens after they've got your money and you've broken the package's seal.

Sincerely,

J,

This would be Best Buy's last word on this issue.

Best wishes from Best Buy,
Rexi and the Consumer Relations Team

TRACKING NUMBER: A00001737281-00006603774

-----Original Message-----


Sent: 12 Mar 03 00:59:58
To: cr@bestbuy.com
Cc:
Subject: Re: Re: CR PC Upgrade Center

I don't mean to sound concerned, but your lack of response to my last email strikes as rather cold.

That's unfortunate. Can I please have the contact information or email address of someone who can help me?

I'm not a big fan of being paraphased, "Again, we would like to
apologize if you were recommended the wrong product." No. I WAS SOLD the wrong product. There was no recommending. The associate took the memory off the shelf and rang it up. I never touched the memeory. I didn't debate the purchase. I trusted the blue shirt. Was that incorrect of me? I trusted the sales associate's knowledge and concern for my computer speed and processing capacity and 8 months later I continue to run into loopholes, deadends and curt emails designed to deter me from ever shopping in your stores again.

I'm not crazy. I'm just upset at what I perceive as a lack of customer concern and satisfaction. It makes me think that nobody cares about me at Best Buy.

Thanks,

J
--- cr@bestbuy.com wrote:
> J

> Again, we would like to apologize if you were recommended the wrong product. However Best Buy will not allow the return of a product through the mail. It would need to be made in person.
>
> Best wishes from Best Buy,
> Rexi and the Consumer Relations Team
>
> TRACKING NUMBER: A00001737281-00006558554
>
> -----Original Message-----
>
>
> Sent: 07 Mar 03 03:06:49
> To: cr@bestbuy.com
> Cc:
> Subject: Re: CR PC Upgrade Center
>
You might have missed my original problem. The memory is not compatable with the system I was sold. I was told it was. I moved away from the area, to the remote reaches of Northern California. I have no car. THe nearest store is several hours away.

Do you have a manager's email or can this be forwarded? I was SOLD a product that would work with my system that i bought through your store. I spent over $1200 on my computer. The memory was only $40.

Please help remedy the situation, make an exception, etc. I have been a loyal customer in the past and plan on continuing my patronage in the future.
>
> J>
> --- cr@bestbuy.com wrote:
> > J
> >
Thank you for contacting Best Buy about your computer memory stick. I'm Rexi with Consumer Relations.

We're sorry to hear that you feel that our associate recommended
the wrong product for your needs. We are unable to process returns sent via the mail at any of our retail locations. We require a signature on all store returns, so the customer must be present for the transaction.

Thank you for sharing your comments with Best Buy. Please do not
hesitate to contact us with additional questions or concerns.


> > Best wishes from Best Buy,
> > Rexi and the Consumer Relations Team
> > TRACKING NUMBER: A00001737281-00006536830
> > -----Original Message-----

Sent: 05 Mar 03 02:26:10
To: cr@bestbuy.com
The following email was received from:

Store Number: 438
Product Brand: HP Pavilion 512
Product Model Number: RK-Byte SDRAM 128MB
Comments: I purchased a computer in San Diego. I moved. This computer is for school. I was sold a 128mb stick of SDRAM by one of your computer associates who assured me this would work in my computer. It does not. My computer is still not whole. I have tried to solve this problem before but to no avail. I contacted HP and they told me this was your problem. I would either like my money refunded or the correct memory exchanged. I cannot visit a store since I have moved away from san diego and am more than 2 hours from a store here (eureka, CA) without access to an automobile. PLease help. END OF COMMENTS

Jasen
Eureka, California
U.S.A.

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