On July 17 I left film to be transferred to DVD. I was told it would be 2 to 3 weeks. At the end of the three weeks I called and was told someone would return my call. Two more weeks went by and no one called. I called again and the photo person apologized, he had been assured someone would return my previous call. He said he called the lab and was told the transfers had been put in the mail the week before and they would be in the store any day. Another week and a half went by so I called again. It was now Aug. 28. Again, I was told they hadn’t come back. I called the lab and asked them to put a tracer on the transfers. The transfers had been accepted by Best Buy on Aug. 9 and signed by an employee. I called Best Buy back and told them my order was in the store and I wanted to pick it up that day. I was told they couldn’t be found. I asked that the person who signed for them be asked. He didn’t know where they were. I asked to speak to the manager. I gave him the whole story and said I wanted them found and I wanted to pick them up today. The first thing he said to me was, “You are being very demanding.” Demanding? After calling for three weeks and being told my order wasn’t back when in fact it was there the whole time and now no one knew where it was, I did not think I was being demanding. The second thing he said to me was, “Well, you aren’t being very nice.” Does Best Buy have a store policy that if the customer elevates to a specific level of agitation the store can refuse service? This sure seemed to be the store manager’s goal. When I didn’t elevate to a more agitated level he transferred me. I gave my story again and the person said he was a TV salesman (more of the store manager’s attempt to elevate my level of agitation?) but he would put the supervisor of the department on the phone. I went through my store again and the supervisor told me in a very unfriendly tone that he had 4 people turning the store upside down and he would call me back in an hour if that would be okay. Within 15 minutes he called to say my order had been found, would I like to pick it up today and there would be no charge. I said I expected to pay, I just wanted it found so I could pick it up. Neither the store manager nor the supervisor said they were sorry about this, apologized, nothing. Their attitude was that I was being unreasonable in wanting my order found and to pick it up that day after learning from the lab it had been returned to the store three weeks before and being told by Best Buy each time I called that it had not been returned. The lady in Customer Service apologized to me twice when I picked up my order, but she was the only one who did.
0 comments