There was a reason I was reluctant to spend the extra money and make my purchase with Best Buy over Amazon, but I still did because of previous experience with Mobile Installation. And while Mobile Installation did not fail me during this order, Best Buy and the Store Pick-up Experience certainly did. Over the years of visiting Best Buy, the quality has certainly declined and my visit just a few days ago renewed that thought.
I had attempted to call the store for a half hour, but the phone was never answered. When I went to the Store Pick-Up, I found out why, as this Best Buy now change the check out to only 2 associates. One of these associates was busy with a long line of customers attempting to check out as she was the only cashier. The other who was supposed to be attending to the Store Pick-up line could not be found and other associates "were not trained to help." As I waited, so did several other callers like myself just an hour prior. Finally, an associate came over to assist and every time the phone rang, she would place the phone on call forward. Where that call went after, I do not know, but I can tell you that soon after, the phone kept ringing and the associate continued to do the same by placing her phone on forward. Is that customer service? No wonder my call went unanswered.
As for my store pick-up, I was informed via email it could take as little as 45 minutes to pick up. And while I understand there are circumstances to make it take longer, it is obvious that associates here at Best Buy are not attentive to their jobs. Not only with my experience with the store pick-up associate, but the stock room associate who came out with several online orders like mine that had been waiting in the back after being picked, but were never logged into the system. After the associate asked the stock room to find my order, miraculously I received an email stating my pick-up was ready and the stock room associate came to the front with the several other online orders for the day. Why did this occur? That I do not know. But what I do know is that I will certainly not be returning to Best Buy again and will continue shopping with Amazon and P.C. Richard instead.
As for Best Buy's response? Here it is:
"Thank you for contacting Best Buy.
We value your patronage, and it is alarming to hear of your disappointment. The level of service you received is unusual, as we are accustomed to providing the highest quality customer service at all times.
I apologize we did not meet your expectations with Best Buy strives to make each experience you have with us positive and as fun as possible, and we are disappointed if we don't live up to that expectation. Best Buy relies on feedback, both positive and negative, to help us find areas for improvement.
We do hope you will still allow us the opportunity to continue to serve you in the future."
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