Bad Policies and Poor In-store Service (again)

Question

In the past In-store pick up was a convenience. Most people I know shop in store rather than order online and pick up in store. My disability makes it easier to order online and pickup in store, if there is no free shipping. Everyone has a sob story but my disability is not something correctable by any means. Anyway, I have had a couple documented problems with this store before. This is not my first complaint. My main issue is with store policy but the CSR at this store make it personal, I feel. Simple issues like: I order a video game in my name with payment in my name. I put my wfie as the person to pick up order. Opportunity arises for my to pick it up but the store denies me even though my name and account information matches my physical credentials 100%. This scenario happens over and over in different combinations. Every time it is resolved I am assured it will never happen again. Today was a slightly different scenario but I reacted like it was the same situation. FYI, "I have been a great professional CSR for many years. I am an expert problem solver. Turning the worst customer into a satisfied customer was the reason I chose the field." Not all the staff at this store is incompetent. I have met one manager that made me want to shop there and I wish I knew her name. Every time I traded games and electronics in the past the associates were great. Off track a little sorry. SO, I called the 800 number to get a resolution and the first rep was not a help. The second CSR, Jeanine I believe, was able to communicate what the actual problem was. I felt like she cared about my problem and explained the policy clearly and what caused the problem with this particular instore pickup. The outcome was no different than before but it took a professional customer service rep to deescalate the problem. Like I said before, "everyone has a sob story." A good CSR shows the same courtesy to everyone but also recognize a "true story." I reached a resolution on the phone with the CSR. While I was finishing up my wife comes out with the order. Which brings me back to the in store Customer Service Representatives or Associates whichever term you prefer. My wife comes out of the store disturbed by what a blonde haired CSR was saying about me causing a disturbance. I feel stupid revealing my personal problems to a couple of high schoolers but I chose to reveal my disability. I admit I was visibly angered by the CSR at in store pick up. My tone was very angry but my volume was respectful. I was far from belligerent and if these people can't handle something this simple they need to move to a different position. I look like a big mean man but you can't judge a book by its cover. Yes I wanted to "hulk out" but I stayed respectful. I walked out the store to call phone support. If I wanted to cause a scene I would have stayed in that situation and escalated it further. I know what a good youtube freak out looks like. Instead I cried and called phone support. FYI my wife says I yell at home when I consider it normal conversation haha. I could care less what people say about me but when you upset my wife I feel like a complaint needs to be filed. Cliff Notes:
1. Best Buy needs to enhance or clearly state store policy to improve convenience for customers..
2. CSR's at this brick and mortar need better training and maybe sensativity training?
3. Not all shifts are dysfunctional
4. Respect all people no matter their appearance. Human kindness goes a long way. OFFTOPIC
I avoid this B&M thanks to CSR. This it the only Best Buy within 80 to 100 mile radius so not like I can just go the the good one across town. I think this is a prime market that isn't fully tapped because of this reason. I am sure there are tons of complaints that are never really heard. I can not say it any more simple. Best Buy is losing revenue at a brick and mortar in a market where 80-90% of customers shop in store. The potential revenue loss here should raise red flags if customer service is not a high priority. I have helped run a smaller businesses with 50 or less employees in the service industry. Reputation is the most important in our market. CSR is the second most important because it's literally the face of the company. The Best Buy Store in Valdosta GA on Norman DR fails miserably at both these aspects. I spent $1400 at Gamestop last month but Best Buy is the superior retailer. That's not an opinion it's fact when comparing all aspects. Except one. GameStop has a less than desirable store located in the same area as the Best Buy but I can go across town to the good GameStop. My theory is Best Buy is in prime real estate like the GameStop. Like most places the best staff probably works during the prime shift and I shop during off hours. Higher traffic areas tend to have a higher turn around which means lack of training. The other GameStop can't afford to slack during off hours so their entire staff is trained at the same high standard to avoid loss of revenue.

Answer 1

Hello painkillah1,
Store pickup is a great option for many, especially with the option of listing a family member or friend on the order for pickup. Only you or the designated pickup person may pick up the order, per our Store Pickup page on BestBuy.com. I am truly sorry if you had trouble picking up the order yourself if you had all matching information.
I can imagine you and your wife were quite appalled if your wife heard any disrespectful comments coming from the associate that assisted you. Of course, we should always be sure we are maintaining a respectful and courteous environment, and I apologize if this is not what you or your wife encountered when you visited the Valdosta, GA store to pick up your order.
Using the information you registered with the forum, I was able to see you spoke with a couple different phone agents regarding this issue, and I’m glad to see you were offered a resolution. Please know that I will also be noting your feedback from your post in great detail so that we may use it to improve our methods and training in the future. If you should have any other questions or need further assistance, please let us know!
Respectfully,