Best Buy You SUCK at customer service

I wanted to purchase a Sony PS4 Last of Us remastered bundle online and pick it up in a store, however, none were in stock locally. It showed that it was in stock online for shipping. I did not want to ship an item this expensive to my home and have it sitting outside on my porch all day, so I wanted to order it and ship it to my local store. There appeared to be no way to do that online, so I opened a chat session with Best Buy customer service. After explaining what I wanted to do to this person, they proceeded to ask for SKU numbers and zip codes and to just repeat back to me what I had already told them, that it was not in stock locally. I HAD already established that fact. I told her I wanted it shipped to the store and not to my home and she said you cannot do that. <br><br>Later that evening, I decided to check the stores in a different city where I was going over the weekend to see if it was in stock and if so, I would be able pick it up then. I was glad to see that it showed the item as being in stock and I placed an order online and selected a store for pickup. I received an order confirmed email and soon after I received a YOUR ORDER IS READY FOR PICKUP email. I was very happy that things were working out so that I could get the Sony PS4 after all because it was a last minute surprise birthday gift for my child. However, things went horribly bad soon after I read the "your order is ready for pickup" email. I was not available to answer the phone and an employee from the store that I had selected for pickup left a message on our machine stating that the Sony PS4 Last of Us bundle that I had ordered was not available and did I want to get something else instead. My child was the one that played the message back and came running asking if I was buying a PS4. <br><br>Needless to say, I am irate over all of this. I had received an ORDER IS READY FOR PICKUP email, so why did I get that If the order was NOT READY FOR PICKUP?!! Why is one of your store employees calling my house and saying it's not available after I was sent the order is ready for pickup email? I am so angry over that phone call because it ruined the birthday surprise that I had planned for my child. She has been wanting the PS4 since last year and I had purposely made her believe that I wasn't going to get her one. You should realize that people buy things as gifts throughout the year and you should not be calling and leaving messages stating what someone ordered where other family members can hear the message too. Regardless of that, I never should have been getting the phone call in the first place, since I had already received an ORDER IS READY FOR PICKUP email. {removed per forum guidelines} <br><br>You are the most incompetent retail business that I have ever had the displeasure of dealing with. I have ordered from you in the past and the transactions were satisfactory then. The employees at my local store to your credit are knowledgable and friendly, but that is more to do with them, than it is to do with you as an employer. You do not know your own online retail business and you do not offer customers the more secure option of shipping something to their local store instead of to their home. You cannot keep track of the true status of your online transactions. You treat your online customers like they are idiots and do not know how to search for items to see if they are in stock within local stores. Overall, you SUCK at customer service.<br><br>By the way, I'm canceling this order with you. After I got the phone call from your store employee telling me the PS4 was not available, I went online and ordered it from Walmart instead and I'm picking it up at a local store like I wanted. So that's an almost $500 sale that you lost due to your incompetence. <br><br>Best Buy YOU are NOT the best buy and you should STOP using the name! Your name should be IDIOTS R US!

Hello msb1107 –
I would like to apologize for the poor experience you had with your order. It’s very regrettable that we caused your daughter’s birthday surprise to be ruined. I’m sure that was not the stores intention when calling to update you of the status of your order, and that they wanted to get a hold of you before coming into the store to find you couldn’t pick up your product.
I am going to reach out to the store on your behalf to find out what happened to cause this error, and to see what can be done to prevent it in the future, as well as any options we may have to help. Please allow me the weekend to get a response from the store, and when I have any new information I will notify via private message. To view your private messages, sign into the forums and click on the yellow envelope on the top right corner of the page.
Again I apologize for anger this has caused. Please reach out to me with any questions regarding this issue.
Sincerely,

Similar Messages

  • Best Buy needs to reevaluate customer service.

    First, let me start by saying that I have always bought all my major appliances and electronics from Best Buy, but that may change soon. On November 30, 2014 I ordered a Whirlpool Convection over the range microwave and a French door Samsung refrigerator. We had the microwave delivered to our house and it arrived on December 9, 2014 with a dent in it. So we returned it to the Avon, IN store where they reordered it delivered to the store so that it wouldn't be damaged. The new one arrived and we got it home to find it also damaged, so we returned it to the store and asked for a refund as we did not have time to deal with it at that moment.<br>Our refrigerator was delivered on Saturday, December 13th. We were first emailed that it would be delivered between 11:30am and 1:30pm, then got a call saying 12:30-2:30pm. When it did not come by 2:30 we called and they said that they always showed it as being delivered between 2:30-4:30pm. The refrigerator was delivered at 6:00pm with no apology. When I called customer service about this the lady told me that yeah in the last year Best a Buy had been going downhill and she wasn't sure why, is that really what you want your reps telling your customers? Then 4 - 6 days later the refrigerator stopped working while my husband and I were out of town on vacation. Our grown daughter found it after it had not been working for a couple of days, everything was spoiled by the time she found it. She called customer service and tried a couple of recommendations but it didn't work and the technician recommended that we request a replacement. I immediately called customer service on December 19th and was told they would deliver a new one on the 20th. My daughter waited and never got a call, so around noon she called and they told her they couldn't possibly deliver it as they did not have it in stock. NICE! I then tried calling customer service several times and kept getting cutoff, so gave up as I was traveling. On the 23rd I spent over a hour and numerous attempts to talk to customer service, I kept getting cutoff and then having to start over the whole process. Finally I got a gentleman who was extremely helpful and my refrigerator is now scheduled to be delivered the 29th between 1:30-3:30, do I really expect it to show - NO! I then asked the gentleman to reorder the microwave that was previously returned at the original $399 price, he was checking but didn't see a problem with that. Guess what, he cut me off when he put me on hold. So here I go again, next customer service person verifies refrigerator is to be delivered on the 29th, nope I still won't believe it until I see it. When I ask about reordering the microwave for the sale price, they said no, even though I had went through the whole story with them. THIS IS ABSOLUTELY ridiculous, I am asking for a $50 price discount for all the troubles I went through and my business isn't worth it to Best Buy. I did not buy it since they couldn't give me the $50 off and I can buy it anywhere at the same price, I will take my business elsewhere. I think you all need to revisit your customer service and what you want to do to retain a valuable customer. If the refrigerator doesn't show up on time tomorrow I won't be here and I will use social media to tell my story.

    Hello Zebo welcome to the forums!
    I'm sorry to hear that you had a bad experience about your delivery of your appliances. Kitchen appliances are a big purchase and it sounds bad when one gets a damaged unit. Please note that your posting will serve as receipt of a Best Buy staff acknowleding your troubles, and as long as you are subscribed to this thread, if you encounter any further troubles, please post back here and let them know, you will continue to receive email notifications when a BBY Staff responds to your inquiry.
    Best Buy is a little bit backed up right now considering the end of the holiday season so you may encounter a delay in an official reply from them.
    Your patience is greatly appreciated and I'm hoping for the best on your replacement delivery on your kitchen wares
    *******DISCLAIMER********
    I am not an employee of BBY in any shape or form. All information presented in my replies or postings is my own opinion. It is up to you , the end user to determine the ultimate validity of any information presented on these forums.

  • Best Buy Elite Plus-Worst Customer Service Department EVER.

    I just spent the last 2 hours on the phone with 2 different people in the Elite Plus customer service department.  I explained the problem (wrong shipping method generated on an expedited order), the solution (annotate unshipped part of order to ensure that this does not happen again, attempt to make amends for improper shipping label) and the evidence of the error.  The first representative, after assuring me that although the mess up occured, the order would still arrive in accordance with best buy policy, stated that the only way to ensure that shipping would not mess up would be to upgrade to express shipping for $18.  After being told that I was unhappy with her solution and would like to speak to someone else, it took almost 15 minutes to get her to agree that this was what she wanted to do.  It then took another 15 minutes of wait time until another representative could be retrieved.   The second rep stated that she would have to call UPS to find out why the error occured.  I pointed out that the error could be seen on the order details.  The order had 3 parts, the 1st shipped expedited via UPS 2nd day air, the 2nd shipped standard via UPS ground and the 3rd was still waiting for release. Obviously, according to Best Buy, the customer is always wrong.  I will have to wait until the "back office" verifies that I am not lying and that my access to best buy's files is better than customer service, so that I can receive a phone call to try to solve the issue.  Nice to see that loyalty to the Best Buy franchise is such a valued commodity to the company.  I will have to make sure that I share this experience with all my friends and family, and to make sure that I take my business to a company that can fix simple errors without being dismissive and insulting.  

    Hello jymie71,
    I was disappointed to read about your call-in experience to discuss the issues with your BestBuy.com order. We strive to provide a superior level of service and it's clear -- based on what you describe -- that we did not live up to your expectations.  I regret the apparent confusion and inefficiency that you encountered.
    In looking into your concern, I note that you called us again yesterday and accepted an accommodation for the shipping issue. Further, I'm happy to report that your shipment should arrive today.  
    I'm very disappointed to read that this situation may influence your future shopping destination. It's my hope that you'll give Best Buy another chance to win you over one day soon.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • How did you fixed your headphone jack breaking since verizon sucks at customer service

    My headphone jack literally just stopped working. All the stuff I have read online is showing that most LG G2 users have this exact problem. I would like to know how to get mine fixed since verizon is sending me on a rat race to find out what to do.

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  • Press 1 if you think Verizon Customer Service is Awful

    I consider myself Verizon's idea of the "perfect" customer. 
    First, I have the FIOS Bundle package (phone, internet, TV) with all the bells and whistles, including all the movie channels and sports packages. 
    And, until very recently, I was a longtime Verizon wireless customer.
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    Really!! That's funny because I didn't have to go online to confirm my cell phone plan (formerly with Verizon), and I sure {edited} don't need to go online to any of the other bills that have for electricity, gas, water.  Apparently, FIOS is so incredible you can only do it online.  The customer person says, "It's like a digital fingerprint!!"  Oh, really! Gosh, thanks!
    So I realize nothing will come of this rant, but you {word filter avoidance}  who run this company should really {please keep your posts courteous}  try calling your own company's customer service lines to see what it's like.
    And while I'm at it, as a former Verizon shareholder you really made an idiot move by not coming to some sort of agreement with Apple to be the exclusive carrier of the iPhone.  I give you kudos for investing so heavily in fiber so many years ago, but your customer service is awful.  Just awful.
    Message Edited by KaLin on 01-14-2009 11:48 AM

    1,1,1,1,1,1,1,1,1 !!!!! 
    Your post on the forum is DEAD ON !!!  I've spent two days trying to deal with Verizon. The customer service is NON EXISTANT !!!  It took 6 hours (at my work) trying to find somone who even remotely knew where and how to begin to help. Unfortunately, (status quo) I was put on hold and we were disconnected.  Gee, I'm not too ticked off at this point, I've only been disconnected like 20 times since.
    After going home, and spending another 2 1/2 hours on the phone with Verizon, the issues with the services I chose are straightened out. I think???
    Now .......I'm trying to activate the bundle online.  WHAT A JOKE !!!!  Their stupid www.verizon.net/fiosbundleterms website doesn't work. After reading other posts, it appears mailing it in doesn't work either.
    I'm so sorry I ever switched from COMCAST. At least their customer service system worked. I am regretting the day when I have real problems, like with the equipment, etc. Hats off to the COMCAST customer service !!!
    Dear Verizon,
    If you even care to read these forums you will do SOMETHING about your customer service issues. It's apalling. I spit on you.  Please tell me what you spent the MILLIONS of dollars on.
    signed,
    a very ticked off customer.....
    (and it's only been 2 weeks since the install)

  • Do you have online customer service?

    I like to talk with someone online regarding to my quetion. I remember I did before.
    would you please let me know where is the window or button which I can find the online consultant?
    Thx
    Sky

    Please file here: contact customer service
    TIME ZONE - US EASTERN. LOCATION - PHILADELPHIA, PA, USA.
    I recommend that you always run the latest Skype version: Windows & Mac
    If my advice helped to fix your issue please mark it as a solution to help others.
    Please note that I generally don't respond to unsolicited Private Messages. Thank you.

  • Why offer a great product when you have horrible customer service dept?

    I have never dealt with an organization that didn't keep a call log of a simple issue that was never handled properly & that ultimately had me cut my ties with them. I was a excellent customer with a monthly payment of nearly $200. I guess I should've paid $100 more to be treated better. I love the products that they have to offer but if I have to go through so much grief, to get my order right then I'd be an idiot for staying with them, when it could happen again. You guys do not know how to handle, coordinate & facilitate your customers' issues. You reps. are horribly trained & do not know what they are doing. Can you believe that they had no record of any complaints by me when on several occasions & through many different means, I had made such complaints. It's so bad that I was suppose to get my service on a Saturday & today, Thursday, I am still without service. NO MORE! THE TIES ARE CUT! NO MORE HEADACHES!

    I have great service.  Did u try factory reset?

  • Get ready Verizon , I am telling everyone in my GOVT field to leave you for bad customer service on taking away unlimited or making a fair plan for todays world

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    1 Hour of streaming music in HD quality from you tube and you will have already used a few hundred MEGS, add a nextflix HD movie and boom you are over a GIG
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    Are you going to complain about the SAME thing in 100 thread. Go tell your government friends. That won't do anything. If you're leaving what does it matter to you what Verizon does? Oh by the way and tell me where you are going to get 200 GB a month for $30?

  • TS2972 I have tried all of these suggestions and still nothing happens after I turn on Home Sharing on both computers. PLEASE HELP!!!! And why does Apple make you pay for customer service? Does anyone else find that totally irrational?

    Can anyone explain why I can't get Home Sharing to work? I've tried every suggestion I can find and nothing works.

    Scan the Support Community sites. Apple TV losing connection is prevalent. The many postings point out the problem occurs with Apple TV1,2and 3; with different brands of router including Airport Extreme; from current and past versions of iTunes; after varying periods of working well.....minutes, hours, days; losing connection with Home Sharing and loosing Airplay; whether the router and Apple TV are in same room or separated by distance; after trying innumerable posted 'fixes'; after exchanging for a new Apple TV.
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  • Best Buy Just Lost a Long Time Customer

    I am sharing this with the community and Best Buy to showcase the epitome of poor customer service as it relates to a "one-size-fits-all" policy, to warn others, and to tell Best Buy that they've lost a good customer.
    On Black Friday, I purchased a new LG 55" LED TV on bestbuy.com.  The TV was to be placed in my gameroom which was being remodeled.  Like a good boy, I also purchased the geeksquad protection program just in case something were to happen in the future.  The television arrived a week later on 12/6.  Being that I was not ready to install the TV, it sat in the same place that the drivers placed it until 2 days ago when I opened it for installation.
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    Hello mw7778, 
    I can think of very little more upsetting than having an exciting new purchase be damaged when I opened the box. I apologize for your having to cope with such unfortunate circumstances.
    With regret, what you've been informed heretofore is true. Outside of the return period, which was extended to January 15, 2015 for Holiday purchases, we are unable to offer a return or exchange for your TV. Geek Squad Protection coverage does not extend to the kind of damage that you describe. Geek Squad should be able to provide repairs, but they would be at your expense. I'm sorry that I do not have better news.
    While I understand your reasons, I'm disheartened that this experience may influence your future shopping destination. It is my hope that you will give Best Buy another chance one day.
    I'm grateful that you wrote to us about your experience and for your feedback on our Return & Exchange Promise.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • VOD doesn't work properly and customer service sucks!!!

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    Hi chucky,
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  • Unfortunately we were unable to approve your order in the Adobe Store.   If you have any questions, please contact our Customer Service Department:

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  • The Best Customer Service EVER!

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     "Thank You Kristin / Verizon Customer Service for the most pleasant and complete customer service assistance I have ever experienced! EVER!
    I am a frequent and generally satisfied caller to Verizon customer service. I have had the full range of not so accurate to more than willing to help reps over the years, but this last call (my 3rd today actually on 3 separate issues), on a late Saturday afternoon, with forever long hold times, was exceptional. So exceptional, that I undauntedly plodded through at least 20 webpages trying to post something about it.
    Your pleasant demeanor, in spite of all the complainers you must get, the extra effort you put in to checking on facts, the time you took to call our other family share lines to verify functionality, and your positive company service commitment shined through like you actually, really, enjoy helping people out.
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    [Edited to comply with Terms of Service -employee number removed but available internally]

    Unfortunately, I completely disagree. 
    On 10/2/2011 my wife, mother-in-law, brother-in-law, and I, went to one of your stores in Western New York.  We needed to take my wife off her family plan with her brother and mother for which she was primary/owner, add her to my plan, and then make her brother the new primary/owner of the plan with his mother.  My wife first purchased a new phone, paid for it, and then asked if she had any remaining balance on her account with her brother and mother so that our accounts would be clean after making the ownership change.  The rep said yes and then began to attempt the account changes.  After two hours of trying to do this, we were informed by the store rep (receipt says Donovan) that we would need to come back the next day or call because they couldn’t complete the changes for technical reasons.  The next day (10/3/11), my brother-in-law and I returned and again tried to complete the transaction in-store but to no avail.   We were told we needed to call the liability department and they would handle the switching of accounts.  We did this right away in the parking lot outside the store and the rep on the phone took our info and eventually said we were all set. 
    A week later we get a bill dated 10/3/11 in my wife’s name saying she owes $164.47.  We are confused by this considering the rep at the store said she had no remaining balance.  Moreover, we were told it would be a month before our new bills would come.  Thinking this was a mistake we waited a couple of weeks to see if our new bills game, during which my wife and I move to Virginia.  Last week I received my bill which included my wife’s number and seemed to be accurate, so we assumed her brother would soon receive his which would include his mother but not my wife.  Instead, he does not receive one and Verizon’s debt collection dept. begins to call my mother-in-law repeatedly, despite the fact that she has NOTHING to do with this.  Strangely, no call from Verizon was placed to my wife, brother-in-law, or me.
    Yesterday (11/10/11), I call Verizon and am told my wife needs to call but that it looks like the accounts were never switched despite us being told they were.  My wife calls that evening and spends two hours explaining the situation to more than 5 different people who offer zero solution.  After finally reaching a supervisor Shelly in the Liability dept., we are told the only way to resolve this is for us to pay the $164.47 balance and re-do the entire account switching process because they have no record of our previous transactions.  We are condescended to, basically accused of making this up (despite the fact that my wife’s number was switched to my account) and shown absolutely NO appreciation for our time and frustration.  To top it off, my wife’s call is dropped while on hold with Shelly.  We call back customer service and after having to explaining the entire situation again, finally reach someone who says Shelly will call us back… she never has.
    Out of options, we will now have to go into a Verizon store this weekend and try yet again to resolve this problem caused entirely by the incompetence of your staff.  I have never experienced customer service this poor in my life, and if not locked into numerous contracts because of our family, we would leave your company immediately.  Until our contracts expire, we all will share our story with anyone who will listen whether in-person and on the internet.  This incident has ruined what had been before a very enjoyable experience with Verizon.
    Thanks for nothing.

  • Where is the customer service? Can not use my subscribtion on the second computer, it does not download keeps seeying buy buy buy

    Where is the customer service? Can not use my subscribtion on the second computer, it does not download keeps seeying buy buy buy

    Where is the customer service? Can not use my subscribtion on the second computer, it does not download keeps seeying buy buy buy

  • Best Buy is a mess, or worse.

    Best Buy is a mess, or worse.  I just signed up for Amazon Prime.  Here’s why:
    I purchased a laptop that arrived with a non-functioning touchpad.  I simply wanted to exchange this broken computer for a working model.  Best Buy could not accomplish this, and showed some abysmal customer service in the process.  I thought somebody at Best Buy should know.  Below are the details.
    I ordered an HP Envy Touchsmart Sleekbook with a 1TB HD and 8GB memory (SKU 9268057) on 1 January 2014 through BestBuy.com. The computer's specs were good and the price was great ($399), so I pulled the trigger on the purchase.
    The computer arrived quickly and as promised, but after a 10-15 minutes of use, the touchpad “click” would stick down and the computer would be remain constantly left-clicking.  In other words, the computer was not useable.
    I visited the Best Buy store in Reston, VA (store 297) and showed the problem to the Geek Squad.  They said the computer could be sent for repair (approximately 3 weeks), or I could exchange it for a new one.  Opting for the exchange, I took the computer to the customer service counter.  I was then told that the computer was an online only item and I would have to call 1-888-Best-Buy to exchange it.
    Issue #1 – I bought the computer from Best Buy and wanted to exchange the computer at Best Buy.  As a customer, I simply do not care if your internal inventory systems list an item as online only.  If visiting Best Buy to exchange a Best Buy item, I expect my very basic request to be honored.
    But fair enough, I understand.  I called the number, navigated a horribly designed IVR, then waited on hold for 30 minutes.  Apparently, I was transferred to Tech Support in error.  Tech Support said I'd have to be transferred again and wait on hold again.  I said that waiting another 30 minutes was unacceptable and asked that I be transferred directly to a person who could help.  At this point, the person in Tech Support hung up on me.
    Issue #2 – Despite my being courteous and polite on the phone, the inconvenience of my request caused this person in tech support to commit an indefensible disservice to a paying customer.  I can think of few things in this world that surpass the rudeness, gall, and unprofessionalism of hanging up on a customer. How little training are these people receiving that they would hang up on anybody, much less a customer?
    I called 1-888-Best-Buy again, waiting on hold for 30 minutes a second time. This person was more helpful. A shipping label was promptly emailed to me and I sent back the computer.  A few days later, I noticed that my credit card was refunded for the computer, but this was extremely odd given that I wanted an exchange for the exact same computer.
    Issue #4 – The Best Buy return forms need to be vastly clearer.  A customer needs to be able to indicate that the product is being exchanged, not returned.  I placed a handwritten note on the form, but apparently nobody at the return center bothered to read the note.
    I called 1-888-Best-Buy a third time.  This time, I spoke with a very nice lady who was (frankly and unfortunately) clueless.  She said that since the money was back on my credit card, I could simply buy the computer again.  I explained to her approximately a dozen times that I wanted an exchange and that if I repurchased the computer again, I would not receive the sale price because the computer was no longer on sale (I believe that the price was then $699).  In other words, the failure of Best Buy to correctly process the exchange would cost me an extra $300 if I was to repurchase the computer.  The customer service agent could not resolve the problem and then transferred me to a new person.
    Issue #5 – From my first phone conversation with a customer service agent, I was given an RA number.  Subsequently, I was told by everybody with whom I spoke that they could not look up my order or exchange via the RA number.  Why does Best Buy give an RA number if it is subsequently useless?  This is a giant waste of your customers’ time.
    I explained the situation a second time to the new customer service representative.  He understood the issue and was very helpful in resolving the issue.  After a few minutes of investigating, he came back on the line and said that the computer was no longer available, but that he would complete the exchange with a like product (HP Envy with 1TB HD and 8GB memory).  This resolution was exceptionally fair and met my expectations (the new computer had a price of $999, after all).
    When this new computer arrived, I realized that it was similar but had some substantial and material differences.  The keyboard is not backlit, the screen has very poor resolution (I’ve spent hours trying to resolve this issue to no avail), the touchpad is difficult to use and unresponsive, the monitor does not open beyond 90 degrees (Okay, maybe 95 degrees…but this makes the computer impossible to use on a desk, or more importantly, on a lap.  Seriously, why would HP design a computer like this??  You have to stoop down to see the monitor because it simply does not open wide enough), and the laptop body is horribly designed with all of the weight on the back, leaving the computer constantly unbalanced and the touchscreen 50% useless).  As I discovered, these differences all boiled down to a very small detail:  The original HP I purchased was a Sleekbook, while the new laptop is not.  One small word, one big difference.
    I then went back to the Best Buy store in Reston, VA and explained the situation.  My request was to exchange the HP Envy that I now possessed for the same model that I originally purchased (the HP Envy Sleekbook).  The lady at the customer service desk said that she could not perform the exchange.  Her rationale was that the exchange could not be made if the new computer would cost more than the original computer that I purchased.  I explained that I was now in possession of a $999 computer and was wanting to leave the store with a $699 computer.  This would net Bet Buy $200.  Regardless of that fact, however, my request to her was very basic:  I purchased an HP Envy Sleekbook, the first exchange did not work, and I still expected to receive an HP Envy Sleekbook.  She then went to find her supervisor.
    Issue #6 – Why can Best Buy employees not make a decision?  Can Best Buy please empower somebody?  Waiting around at the counter while employees search for a supervisor is unacceptable in 2014.  If you need an example, visiting an Apple store would be hugely beneficial.
    The supervisor, James {Removed per Forum Guidelines}, then arrived.  I explained the situation a second time.  James verified that the computer I originally purchased was indeed available at a nearby store.  But, he would have to charge me an extra $300 for the exchange.  Thinking that this was preposterous, I asked him to explain.  He said that he could not verify the price that I originally paid on January 1st.  Conveniently, I had a smartphone in my pocket and offered to show him the receipt from my purchase.
    As I did with the first employee, I explained again my very simple request to exchange the HP Envy Sleekbook that I originally purchased for a functional version of the same.  He said that this was impossible because I was shipped an HP Envy Sleekbook as an exchange.  I explained that this like-item exchange was the decision of Best Buy and that I had no control over what I was shipped by Best Buy when they were choosing an equivalent product.  Nonetheless, all of those facts notwithstanding, I was now in possession of a $999 product and wanted to exchange it for a $699 product.  THIS WOULD NET BEST BUY $200!  James {Remvoed per Forum Guidelines} was unwilling to hear any of this, said I would either have to either keep the HP Envy Sleekbook or pay $300 extra to leave the store with the computer that I originally purchased for $399.  These were the options, take it or leave it.
    Here’s the bottom line:  Best Buy won mightily.  Best Buy got its way.  I did not.  I admit it, Best Buy is the victor.  Congratulations.
    I could continue to fight for an exchange, but in Best Buy’s victory, the archaic process and automaton employees have worn me down.  I’ve now given up.  I’ll keep this sub-par, hardly useable computer.  I’ll also hate it.  I’ll also scorn Best Buy when I log on every morning and every evening.
    I’m not without options, though.  As a matter of fact, I’ve now joined Amazon Prime.  The Amazon service is amazing and I encourage every Best Buy customer to do the same.  You order heavily discounted products, you have the help of many customer reviews, and the products arrive at your door the next day.  I’ve already spoken to Amazon’s customer service team, and the experience was first class.  Since my Best Buy experience, I’ve already ordered an iPad and Nikon D3200 for my wife’s Valentine’s Day present.
    Best Buy could have had these sales.  James {Removed per Forum Guidelines} and the Reston store won the battle, though.  The price of losing the battle is that I have to keep a $999 laptop.  The price of the victory for Best Buy, though, is that a lifetime of sales will now be channeled through Amazon Prime.
    I expect Best Buy to do nothing after receiving this note.  But, my ideal resolution:  Please have the manager of your Reston store, along with James {Removed per Forum Guidelines}, write me a letter of apology.  It would be wonderful, and go a long way towards resolving the situation, if both the manager and James {Removed per Forum Guidelines} would acknowledge that when given the opportunity to do the right thing, they instead chose to hide behind inflexible and inappropriate company policy.  When given the opportunity to surprise and delight a customer, they instead chose to not lift a finger to make things right.  When given the opportunity to win a loyal customer, they instead chose the easy path that resulted in alienating a customer.
    All customers have a choice.  My choice is now Amazon Prime.

    Hello cathacker,
    Buying a new computer should be fun and exciting and not fraught with problems after the fact. I deeply regret the numerous obstacles to receiving a successful exchange for your defective machine and for any resulting inconvenience.
    The problems that you encountered are not helpful or endearing in the remotest measure. Having to cope with an unprofessional telephone representative is not the least of the unfortunate circumstances you describe, and for that above all I offer you my own personal apology. There is never a circumstance where behavior of that kind is appropriate and you shouldn't have had to cope with it.
    I was gratified to read that your subsequent call to arrange an exchange through BestBuy.com was successful and netted a comparable computer for the same financial outlay. I was disheartened to hear that, while the offer met your expectations, the hardware did not.  I know that your objective was to exchange the substituted device when you revisited the Reston store, but were you offered a refund during your conversation?
    In any case, it's clear that the Reston store and BestBuy.com created a disappointing situation for you with this purchase. Certainly, this was not our goal. While I understand your decision to pursue a relationship with one of our competitors, it remains my hope that you will one day give Best Buy another chance to win you over.
    Please know that i'm grateful for your eloquent remarks and for taking the time to compose and present them, both here and on our Facebook page.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

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