Following is a copy of the letter I sent to all the executives at BestBuy. Their response: they don't think that anyone did anything fraudulent, so too bad.
Subject: Why I will never again shop at Best Buy, why I will convince many others to do the same, and why Best Buy will ultimately fail as a company
Gentlemen,
Please bear with me. On7/11/03 I purchased merchandise at your store #503 in Atlanta, GA. 8/16/03 I returned this merchandise to your store #264 in Columbia, SC. As the return was made past 30 days, I was given paperwork for a store credit. I was not given a gift card. Approximately the first of October 03 I returned to store #503 with the paperwork I was given to make a purchase. When I went to the checkout counter I was told that I needed a gift card. I explained that I never received one and was sent to customer service. After explaining my situation and standing there for 45 minutes I was told that the credit from store #264 would be revoked and that a new credit and gift card would be issued. After two weeks of hearing nothing I called back and was told that it could take four to six weeks.
After two more weeks of not hearing any word I called the Columbia store to make an inquiry. I was told by management that the credit had been cancelled by store #503 on 10/4/03 and there was nothing more they could do. I was given the name of the Atlanta store manager, Clay Brown. I called to speak with Clay Brown, each time I called he was busy. I left three messages and he never once returned my call. Today, two weeks later, I spoke with regular store personnel, as Brown wasn't in. First I spoke with a Steven, to whom I explained my issue. He took down the information and said he would give me a call. Next I received a call from Justin, who explained to me that the credit had actually been used in their store on 10/4/03 and listed the products purchased.
I explained that this wasn't me, explained how much energy I had wasted on this issue, and wanted to know what would be done. Justin said that he would check into it and give me a return call. Next I received a call from Rudy, with whom I had to once again explain the situation. I was told that the credit had been used and there was nothing else to do.
Now, please explain something to me. If it takes four to six weeks to reissue a card, how was it spent immediately after I went into the store? As I could have never seen this card, it appears to me that someone in the store must have committed fraud.
So now I'm out $84.39, have spent hours trying to navigate your ridiculous customer service and management organization, and have nothing to show for it. ALL THIS FOR AN ERROR ON YOUR BEHALF OF NOT PROVIDING ME WITH A GIFT CARD.
I have been more than reasonable trying to resolve this issue, spending hours of my time with an organization that obviously doesn't care about me. When Best Buy first opened its doors I thoroughly enjoyed the store, providing great service, products, and price. However, in the past two years I have seen a steady decline in the service area. Service has now dropped to the point where I will no longer step foot in your store. Not only this, I will deter many others from using you as well. While my circle of influence may only be 100 people, word of mouth should spread much further. And while I've already so much time invested in this it won't hurt to go to the Better Business Bureau and make a complaint.
I won't put too much time into it, but whatever I can do on the internet to spread the word I'll do, as well as any legal recourse. You have stolen my money and wasted my time. At this point it certainly isn't about the money, it's the principle and about preventing others from having the same bad experience I've had.
BTW, if I was a Best Buy stockholder I would be thoroughly enraged.
Lack of customer service kills, and I would say that the management and customer service at Best Buy is worse than pitiful and on a downslide. Don't believe it? I'm sure K-Mart once thought the same. I've noticed you're not getting the awards and accolades that you were several years ago. Ever wonder why?
Glen
Atlanta, Georgia
U.S.A.
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