Best Buy Executive Vice President Shari L. Ballard Exercises Options for 53,063 Shares

Before you invest in more shares for Best Buy perhaps you should review your "customer care" policy. I purchased a laptop computer for my daughter in Sherman Oaks, Ca. Sunday because she called and said she needed it that day. I live in Nashville, Tn. and I purchased it on line @ Best Buy.com . and paid for it in full with a Visa credit card so that she could pick it up and use it immediately. Your folks at the store in Sherman Oaks refused to let her pick it up or to
even call me to confirm the sale. I called "customer service" in CANADA for God sakes!
and they were adament and hateful about it.And this after I had waited 1 hr. and 35 minutes on the line to talk or try to talk to someone who could clear the pick up. The manager at the store, Sandy,
lost my sale completely because, of course after such treatment to me and my daughter, I cancelled
the entire transaction. In addition, I plan to spread the word all over Tennessee {I have a state
office} about the manner in which we were treated.
Good Luck~!
stinginglizard@bellsouth.net

your "story" sounds completely made up & unrealistic. why do you have to lie and hurt my feelings annette? i was hoping to find something juicy here, but alas another far fetched "i hate best buy for no legitimate reason" sob story

When you buy online the website policy tells you the credit card holder must be present when picking up the item in the store and you need to bring the credit card used for the purchase and an ID. This is to prevent you, the cardholder from fraud.

I hate ignorant people like you who for absolutely no reason seem to think that beacause you are an ignorant hick and cant comprehend basic policies that an entire corporation is out to get you. And because you work at a "state office" im sure that everyone in Tennessee will automatically agree with your opinion of the best electronics retailer in the country (you probably work for the DMV which makes you worse than a walmart employee, whom we all know everyone respects oh so much).

My 12 year old son saved up for a laptop he purchased at Best Buy. They sent it out to have the hard drive replaced three times and it still didn't work. I asked when it would be deemed a lemon. Finally I went through the manufacturer. Because Best Buy did not replace the hard drive with a manufacturer's part, the manufacturer warranty was no longer good. Gateway said if we had serviced it through them, they would have replaced the computer after three strikes. Now nobody will take ownership and my twelve year old is out a computer. Lesson learned- Buy your computer directly from the manufacturer and have it serviced by the maufacturer. I escalated it to the store manager at Best Buy and he tried to tell me the computer had been shipped out to Gateway. I went to their Consumer Relations Department and was given the runaround before they HUNG up on me! Their customer sevice is really bad. They need to learn how to take ownership of a problem instead of making it the consumer's problem.

I am writing to inform you about my bad experiences with Best Buy’s in house TV repair, department. My Performance Service Plan (PSP) was purchased for Philips 42” Plasma TV on 03rd July 2005 at a store in Saugus, MA 01906.

My first interaction for my PSP started during 1st week of September (I don’t remember the exact date) this year, when my TV broke. Following is detailed sequence of events;
•1st Week of September: Informed Best Buy about TV
•09/17/2007: Tops Electronics, an appointed vendor by BEST BUY came to repair my TV. Some parts were required to be replaced as per technician. Please note, I had to take
•10/23/2007: Technician (Different person from first time) came with parts and concluded it’s not going to resolve the issue. They would need to order the whole panel
•10/26/2007: I called up BEST BUY and the authorities had approved to replace the TV
•09/04/2007: I haven’t received the confirmation number, yet.

I have been ill treated, ill informed and every time I call up, I get different information from customer service reps (CSR’s). There’s no consistent flow of information between CSR’s. I was told that Authorization process takes 1-2 days by one CSR, other told me 2-3 days. I spoke to a supervisor and he told me it takes between 3-4 days, Supervisor name would be Sam and I spoke to him between 6:00pm to 6:10pm EST (on Nov 3rd 2007). After talking to him, he gave me the address to file a complaint with BEST BUY customer care, p.o.box, 3687, Greater falls, MT 59403. Does BEST BUY has an office in Montana, for customer care?

My point is to emphasize on customer service metrics and the way system is designed around information flow (Have you ever tried calling 1888BESTBUY? option 2; option 1; ask for TV repair to CSR; you get transferred to in house TV repair department; you are asked to enter your zip code; and then a phone number; and after that very first thing CSR asks you is can I have your phone number, please)

During all this while, I missed inviting my friends to watch red sox play off and finally missing they play in World Series at my home. Tomorrow, I am going to miss Patriots play Colts. I was told by one of CSR’s that I would have my TV by this Sunday (11/04/07). I am not sure if this is case with every replacement order or I am being picked up for experimentation on bad service.

I wonder if there’s a policy around returning bad service at BEST BUY, in place, today.

"Before you invest in more shares for Best Buy perhaps you should review your "customer care" policy. I purchased a laptop computer for my daughter in Sherman Oaks, Ca. Sunday because she called and said she needed it that day. I live in Nashville, Tn. and I purchased it on line @ Best Buy.com . and paid for it in full with a Visa credit card so that she could pick it up and use it immediately. Your folks at the store in Sherman Oaks refused to let her pick it up or to
even call me to confirm the sale. I called "customer service" in CANADA for God sakes!
and they were adament and hateful about it.And this after I had waited 1 hr. and 35 minutes on the line to talk or try to talk to someone who could clear the pick up. The manager at the store, Sandy,
lost my sale completely because, of course after such treatment to me and my daughter, I cancelled
the entire transaction. In addition, I plan to spread the word all over Tennessee {I have a state
office} about the manner in which we were treated.
Good Luck~!
stinginglizard@bellsouth.net "

<br>
<br>

The Best Buy website clearly states that the card holder must be present for you to pick up your merchandise. Who's being dumb here? READ. Knowing that you "have a state office" explains a lot of things about our country's problems.

[tell your company to be prepared for the worst when your non intelligent employees who have no knowlegde of electronics and try to screw the general public out of extra funds they dont need to spend in your idiotic store, they will have a lot of you to lay off when my lawyer wins his case against your retarded fucking store....
]

actually dumbass a dmv worker makes a hell of a lot more money than a walmart or bestbuy employee so how about cutting them some slack or would that already be taken from whats missing in your pants...

Okay tboner. I guess I better update my resume. Not! By the way, you have a choice where you shop. Go buy your CE somewhere else dumbass.

Vish wrote:

I am writing to inform you about my bad experiences with Best Buy’s in house TV repair, department. My Performance Service Plan (PSP) was purchased for Philips 42” Plasma TV on 03rd July 2005 at a store in Saugus, MA 01906.
My first interaction for my PSP started during 1st week of September (I don’t remember the exact date) this year, when my TV broke. Following is detailed sequence of events;
•1st Week of September: Informed Best Buy about TV
•09/17/2007: Tops Electronics, an appointed vendor by BEST BUY came to repair my TV. Some parts were required to be replaced as per technician. Please note, I had to take
•10/23/2007: Technician (Different person from first time) came with parts and concluded it’s not going to resolve the issue. They would need to order the whole panel
•10/26/2007: I called up BEST BUY and the authorities had approved to replace the TV
•09/04/2007: I haven’t received the confirmation number, yet.
I have been ill treated, ill informed and every time I call up, I get different information from customer service reps (CSR’s). There’s no consistent flow of information between CSR’s. I was told that Authorization process takes 1-2 days by one CSR, other told me 2-3 days. I spoke to a supervisor and he told me it takes between 3-4 days, Supervisor name would be Sam and I spoke to him between 6:00pm to 6:10pm EST (on Nov 3rd 2007). After talking to him, he gave me the address to file a complaint with BEST BUY customer care, p.o.box, 3687, Greater falls, MT 59403. Does BEST BUY has an office in Montana, for customer care?
My point is to emphasize on customer service metrics and the way system is designed around information flow (Have you ever tried calling 1888BESTBUY? option 2; option 1; ask for TV repair to CSR; you get transferred to in house TV repair department; you are asked to enter your zip code; and then a phone number; and after that very first thing CSR asks you is can I have your phone number, please)
During all this while, I missed inviting my friends to watch red sox play off and finally missing they play in World Series at my home. Tomorrow, I am going to miss Patriots play Colts. I was told by one of CSR’s that I would have my TV by this Sunday (11/04/07). I am not sure if this is case with every replacement order or I am being picked up for experimentation on bad service.
I wonder if there’s a policy around returning bad service at BEST BUY, in place, today.

I too have had bad responses from customer service. My new fridge leaks water out the dispenser, and they can't figure out how to fix it but need to come out one more time (this will be the 4th) before they can replace the lemon. Every time they show up I have to take off of work with no pay cause they don't work on Saturday. I'm sick of how often they say my name in a converstaion, just patronizing me. I will never buy another appliance or major item from them ever!

DO NOT EVER BUY FROM BUY.COM !!!!!!! They will take your money and you will not get what you ordered!

Please see the attached email below. It was submitted to me today. This gift card was declined when it was delivered to my brother. He went to the local Best Buy store and tried to use it but the cashier said it didn't work and didn't have any credit on it.

I am highly upset. IT'S THE CHRISTMAS SEASON!!!

When contacting Best Buy, they state they repeatedly stated that they have nothing to do with this order and that I would have to contact Card Ways for a resolution. If you see the receipt below, it says "Thank you for shopping at bestbuy.com ." And it says at the end of the order, "Thank You, Best Buy." So how is Best Buy not involved?

I tried to contact Card Ways and they haven't answered their lines or responded to my emails. I found this out when I repeatedly tried having my order tracked through them. The company whose phones automatically disconnect, who doesn't respond to email inquiries and whom I called today and got the automated message, "There is no one available to take your call at this time. You may either hold or leave a message and someone will contact you as soon as possible." Why would I hold for no one if there isn't anyone available? I left a message. Hopefully that will work.

I WANT A RESOLUTION NOW!!!! I have been in phone confrontations with unsympathetic Best Buy representatives at the store as well as at the consumer relations department, especially the "supervisor," Troy. He was highly unprofressional and his repeated and only solution was to find a resolution with Card Ways. Even though I repeatedly informed him of my issues with reaching them. So his solution was my problem.

I'm surprised at how uncooperative or helpful Best Buy was. I'm not asking for corporate secrets or more than what's owed me. All they have to do is verify my receipt which I have diligently tried to show them and give me my $100 gift card. Why is it my fault that Best Buy decided to affiliate with Card Ways and why am I doing the leg work in tracking down a solution from this company, who doesn't have a reliable automated phone system?

My Christmas and my brother's Christmas has been thoroughly ruined by Best Buy's inability to resolve an issue that occurred due to their affiliation with an inadequate business. I am in misery over this situation

I expect either some type of resolution in an effort to reach some form of customer satisfaction at this point. I'm mad, not only with Card Ways, but with Best Buy as well. Hence, why I wrote this email to both companies. If I hear nothing from either one, I will be seeking an attorney to file a civil suit against both parties, and I promise I will be getting more than my $114.71 purchase back to me.

~Melinda Lee




CustomerCare@cardways.com wrote:

Dear Melinda,

Your order has been shipped. Thank you for shopping at Bestbuy.com . Below is a receipt of your order for your records.

We look forward to seeing you again soon!

Order Confirmation

Invoice No.: QZ000333W5

__________

Card Price (Qty.= 1):$ 104.50
Sales Tax:$ 0.00
Postage:$ 10.21
Sub-Total:$ 114.71


Payment: Credit Card
Total Amount Paid:$ 114.71

__________

For more details on this order, visit http://www.cardways.com/OrderInfo/QZ000333W5

Thank you,

Bestbuy

For questions or problems with your order, call or email our Customer Care department at:

Customer Care: 1-800-605-9722

customercare@cardways.com

Have suggestions or feedback? We welcome your thoughts. Please click here to submit your comments.

I purchased a TomTomOne 1st edition the day after Thanksgiving for a Christmas gift for my husband. It was a good sale - so I thought. The charger quit working after 3 weeks, only was used about 3 times. I took everything back to the store, the 1st edition was discontinued, hence the 'great' buy. They had no more in stock. Gave me 2 options, upgrade to the 3rd Edition for $80 dollars or get refund (which leaves us without a system). In other words, the store will not help us with a buy from their store after a month without putting out more money. I called customer service only to be told the same thing, I asked to speak with his supervisor. The supervisor came on and told me the same thing - he was not very nice. I asked for his supervisor, he said I coud go no higher than himself. I asked what his name was and all he would say was Tony, no last name(refused to give it to me). I asked for his supervisor's name and he 'refused' to give it to me. Said he was not obligated to give out that information. Sure, I can probably go thru the manufacture but since I made the purchase from Best Buy, one would think they could get me a $20 charger without all of this. As far as they are concerned, the warranty means NOTHING to them and their customer service STINKS.

Don't even bother attempting to deal with 'customer service'.
I recently ordered photo's from their online photo shop and selected to have it for instore pickup - boy that was a huge mistake!
First of all - Their online process isn't even adhered to by their stores. The stores are suppose to email the customer once their photo's arrive. Did I get an email? hell no. I had to call the store a few times to find out that yes - the photos have arrived.
Second - when I get to the instore pickup line (brilliant logistics for the instore pickup and return line - see below) to pick up my photo's guess what? the staff doesn't even know where they keep the photo's! after 10 minutes of searching they finally find my photo's - but when I open it up - they are missing some of the larger photo's - they tell me to call the online photoshop supplier. smart. nice. good customer service.
Third - when I call the online supplier - they confirm that the photo's were shipped as ordered but may have been seperated because one was larger than the others. They call the Best Buy store on kingsway in Burnaby where I arranged to pick it up - 2 hours later - they call me back to say its there.

Great - so i go to pick up my photo's later in January. These guys must be serious genius's in logistics because they had the instore pickup line lumped in with the returns line! Yes - brilliant. Make the customer who has already paid, is ready to pick up their merchandise wait in the same line as the people who are returning their products. yes. I can see the benefit to that. Obviously I want to spend 2 hr in the return line to do a 5 minute pick up.

When I finally get to the counter to pick up my photo's - guess what? its not there! they lost it! Brilliant - duh! Sorry - we can't find it. How hard is it to pick up photo's??

So great - already peeved beyond anything - I send an email detailing my thoughts and the course of events and how great their planning is, I also attach a copy of the online invoice to the email to their customer service group. A day later - i get a response "please provide the order number". Yes. I know - they do hire people who can read and know who to use email. So I respond with the order number - a day later they respond - this is an online order from the photoshop - please contact them. Can we say Monkey ASS BACKWARDS? Did they not read the original email indicating that the photoshop confirmed delivery and that the store lost it?

Forget it - don't bother purchasing from these guys. its a joke - they take their customers for granted and assume that, among other things, time is cheap and we, as customers have nothing better to do but wait in line to pick up an order that was purchased online. Obviously, creating 2 lines - one for instore pickup and one for returns - is just too much thought for these guys! and of course, when the instore pickup line is not busy - then the available counter person can help process returns - thats just rocket science to these guys.

How can a simple process as instore pickup of photo's - be sooooo friggin complicated, difficult and obtuse? obviously - its your best buy!

Hi all,

I've been reading some of these awful customer experiences and I feel your pain.
Sharing your experiences here is great, and gets word out into the community. However, Topix, nor Best Buy read your posts or even care that they are here.

I am founder of WillYouGoBack.com . Our site is completely devoted to customer service experiences in the retail industry. If you post an experience on WillYouGoBack.com not only will it be read by the administrator of the site, but it will also GET FORWARDED TO THE Public Relations, Media Relations, and Corporate offices of the Retailer in question.

Check it out, get your voice heard!

I won't belabor this thread with the details; but when a store manager and customer service reps at corporate all tell a customer with 15+ years of loyal buying they cannot return something for an IN STORE CREDIT!!! to go away due to a Jan 31 deadline to reurn a gift (that I cannot possibly use due to some very practical reason), that cuts it for me.

I am done with them. They have lost an entire family of customers that went to them with blind trust for anything electronic, music, appliance, camera related... this is gone over a $225 item.

I have been a long standing customer with Best Buy for many years. I have bought every computer I have ever owned and up until now, have never had any reason to complain. They have always been my first and foremost resource for any electronic equipment. As someone who worked in retail, I know that customer service is not set in stone and that every situation is different. That being said, I spent $750 2 days ago on a new Itouch and a printer. I ended up with an extra cable. My brother had also sent me an Easter present of a WII game that I did not like. I took the cable back with the receipt, and they gave me a credit. They ABSOLUTELY REFUSED TO TAKE THE UNOPENED, UNUSED GAME BACK, and to allow me to GIVE THEM MORE MONEY FOR A MORE EXPENSIVE ONE. Are you kidding me??!! I have swapped DVDs without a receipt previously and now they won't even take the opportunity to make more money? They certainly are able to pull up my history and see all my purchases but because they could not locate a computer entry for this game, they refused to take it back????? I understand people steal stuff and try to return it, but they certainly can see how many $$$ I have spent without returns and not even attempt to work with me. I really should box up that printer and the Ipod and return the whole thing because if that is what kind of service they are going to give on a $25 unopened, unused game, I shudder to think as to how i would be treated with a more severe problem with a machine. All that collected data doesn't apparently matter when the customer has a problem. They have lost a very good customer. I can understand if i was looking for a refund, unfortch, I know that people steal stuff and try to return them. I wanted to give them money for a better game. I have never posted a complaint online, nor have i ever called customer service on a company but yet they were so rude and uncompromising that it has stuck with me. Shopper loyalty and experience apparently is not an issue for Best Buy. Where does it say on the receipt that you can't exchange an item for something of greater value when it is UNOPENED AND UNSED????!!!

What you morons at best buy dont realize is that over half of your staff are dumb ass ignorant minorities straight out of the ghetto with less than a high school education.. the return policy is a scam , your company sucks, there is no corporate contacts to write for regional managers to be involved in any purchase problems and most of the employess are trained to be so rude that if they ever were met in person someone would punch their lights out!!! rude aholes

Please read my recent post about this