Before Christmas, I was shopping for a car stereo system for my girlfriend. Money was tight, so to compensate, I decided that I would purchase the head unit for Christmas and purchase the parts needed for installation afterwards when money was available.
I initially went in and spoke with a customer service representative who showed me, on a computer, what parts I would need and quoted me on the total cost of the purchase. This individual stated that the head unit would cost 170 dollars and the additional parts and labor costs would be around 160 dollars.
I was satisfied with the prices and decided to purchase the head unit then from Best Buy. The sales representative then informed me that they did not have the particular unit in stock and that they had a truck coming in during that night and they would have the item in stock before Christmas. I asked the sales representative if it would be alright if I purchased the stereo now and came to pick it up when they received their shipment. He stated that they could do this and began to ring up the item.
Another sales representative whom overheard the interaction and stated that the first individual was wrong and that they would not have the item in until three days following Christmas. I then asked this individual if they knew if any other store locations in the area had the stereo or if there was anything else they could do for me. This sales representative stated simply "we can't do anything for you."
Dissatisfied with this outcome, I stayed up all night searching for the item on the internet. I found the item on many websites but none could deliver the item in time for the holidays.in a last attempt, around eight o'clock in the morning, I called the nearest Best Buys to the Canton location.
It turned out that the Best Buy in Youngstown, Ohio in fact had five of the particular items in stock. I requested that they hold the item and drove two hours away from Canton to pick it up.
Following Christmas on January the 4th, I decided to return to the Best Buy in Canton, Ohio to purchase the parts and set up an appointment to have the complete stereo system installed into my girlfriends car. Whe were helped by a customer service representative named Josh who had an aggressive demeaner, and was extremely rude throughout the interaction.
I asked Josh if he could show me the parts I needed to purchase and, if he could set up an appointment to install them. Josh walked away from myself and my girlfriend and walked down towards the installation garage without saying anything.
Josh then returned and stated that they had the parts and the cost would be around 180 dollars for installation and parts. I told Josh that this was a different figure than originally quoted and requested that he showed me that parts on the computer as did the previous representative and refresh my memory on what I needed.
Josh walked away from us once again towards the garage stating that, "it would be sweet". Upon returning, Josh stated that I needed all the parts that he had already went back and checked on and that the cost was the same.
Once again I requested that he simply show me what I was purchasing. Josh then stated that, "he was not showing me on the computer". Frustrated with this conversation I asked Josh to speak with a manager. Josh then stated that, "he was not going to get me a manager either, " and walked away.
Me and my girlfriend then located a manager by ourselves and expressed are disgust of how we were treated. The manager offered only excuses for his employees behavior, but finally offered to actually show me the parts I was purchasing and explain the costs. During which time, Josh stated that, "the computer won't show the parts, " (which it did), and continuosly walked by us cutting his eyes at me in an aggressive manner and directing laughter towards me as he passed.
Finally when I felt satisfied with the explaination I decided to purchase the parts. The manager who I was speaking with personally rang me out, however the total cost of the transaction turned out to be 270 dollars, nearly 100 dollars more than what the services had been priced two times prior.
I expressed my concern with the manager and he stated that he could not sell the items at the price of the original two quotes, but would cut thirty dollars off the cost. He even stated that they would install the stereo at that time. Tired and frustrated with this companies neglegance I payed the price and told them that we first had to retreive my girlfriends car and return. The manager stated that this would be alright as long as we were back within thirty minutes.
Therefore, me and my girlfriend drove the fifteen minutes to my house and hurried back to the Best Buy garage. We left the parts in the car as instructed and entered the garage to speak with the individuals who were going to perform the installation. The gentleman in the garage then went outside to check the parts and returned stating that one of the parts sold to us was not the correct part and that they did not have any instock and would not be able to install the stereo system today.
Around this time Josh, the sales representative entered the garage and glared at me. I then stated to my girlfriend that, "after spending three hours trying to get them to show me the parts go figure they sell us the wrong ones." I then adressed Josh, who was smirking at me, sarcastically stating that, "you are very good at your job."
Josh then threw the package he was carrying to the floor, approached me as though he were going to hit me and said, "well, you're a F*ING MORON."
Me and my girlfriend then went and found another manager to report yet again another instance of ridiculously poor customer service. It so happens that the person we found was Bob, a district manager of Best Buy who offered no amends for his employees actions, or even conducted himself in a way in which indicated that he cared about our business. He simply wanted me to write a statement concerning the altercation. Due to his lack of empathy, among the many other things, I requested that my money be refunded and left the store.
Brian
Canton, Ohio
U.S.A.
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