Best Buy — Local services in Aurora

I was recently in your store and had a rather tumultuous encounter with your new Assistant Store Manager, Greg Lensie. I am sure you will hear Greg's side of the story. Here is the background, according to my father, a new Vizio 58" Class V-Series LED 4K UHD was purchased from your store, late last night. My father drives a GMC Envoy, the TV fits perfectly in the back. Today, upon taking out of the box, my mother noticed a crack in the bottom mid-right of the TV. They promptly returned it to the box and drove to your store. My parents don't speak English, they were not afforded a Spanish-speaking employee to help them out. Here are my following issues:

The GSP that was sold to my parents is essentially useless. The basic GSP sold with these TVs does not cover any damages. It does seem to cover items that may break down the line, but when an item comes damaged out of the box it is deemed unreturnable, and $600 is wasted.

Upon my arrival, when I inquired about damages coming from warehouses, Greg decided to let me know in the time he has been with Best Buy he has not seen a TV come out of the box with any damage. He did in fact fail to mention that he has never worked in warehouses or the installation. He has however worked in Computer, Tablet, and Gaming; Home Theater, Appliances, and Digital Imaging both of these did not involve removing TVs out of their boxes. He did mention that never do TVs come broken from a factory, however, a simple google search shows that this is in fact a common thing, especially with Vizio TVs, coming damaged out of the box.

After several inquiries, a visibly annoyed Greg told me if I became more aggressive, the conversation would end. To paint you a picture, I am 5'2 and 135lbs soaking wet, there's no threat on my end.

My final issue is the lies when it was clear that the issue of an out-of-the-box damaged TV was not going to be fixed I asked if they could just take it. He said yes, for a $20.00 fee. Not only did my father spend $600 on a damaged item, spent time dealing with this, but was asked to pay $20 to take it off his hands or my father could take it home. When I advised that would not be happening he said "I will have to call the cops. It is illegal. I can tell you it is illegal because I was a cop." Greg was never a cop, he was Military Police Office for the Army, even he must know the difference. I am married to a marine officer, I know and understand the difference from MP and civil cops. It is also to be noted according to C.R.S. Title 18. Criminal Code § 18-4-511 (4), the offense is a petty crime with a fine of $20-500, Beth McCann's office won't waste her time with these offenses. Why he felt the need to lie about his career in two different instances is beyond me.

It is completely ridiculous how Best Buy's policy is not to help the customer with out-of-the-box damaged goods and how Greg was added salt to the wound by asking for a $20 recycling fee. He was unable to de-escalate a situation without the need to lie; he states he has interpersonal communication as well as humility, compassion, and understanding, yet none of these attributes were displayed when he failed to get any Spanish-speaking employees, acknowledge that items can and do come damaged from the warehouses, and when he lied about his career.

I do want to keep an open relationship with Best Buy, I have been a customer for over 10 years, with both business and personal purchases. Perhaps the mistake was purchasing from Tower Road and not Southlands,...

Came in later at night and received attitude and terrible customer service....at the CUSTOMER SERVICE counter. The employee who eventually ended up handling my simple request made me wait 5 minutes while he flirted with the hispanic female also behind the counter. Despite making direct eye contact with both of them they continued to flirt and do nothing. This employee also obviously didnt know what he was doing as the other guy behind the counter had to walk him through everything. Upon completing my transaction the guy made some smart remark as i walked away. IN addition i called back and had to wait 11 minutes to speak to someone, was disconnected the first time then had to wait another 11 minutes to speak to someone upon which i was told by Jeff that the manager Jenifer would not speak to me as she was "TOO BUSY" though i had been in that store not long ago and almost no one was there. THis is around 8 o clock - there were about 10 cars in the parking lot. Jeff was also EXTREMELY RUDE BOTH times and had an overall terrible attitude and essentially screened my call because he would not connect me to a manager and kept asking me the same question over and over again. HE ACTUALLY DID THOSE BOTH TIMES. This is what you guys PAY THIS JEFF guy to do all night? I actually have a 20 minute long recording of this call if i can get an email from you all to send it to. HORRIBLE CUSTOMER SERVICE. All this stemmed from me trying to return a logitech headset that broke after 2 weeks and was a few days outside return possible. The GM would not accept the return or trade in despite their being no visible damage. Im now having to deal with logitech and spending a great a deal of time dealing with a $35 headset. This is beyond frustrating to me and i will NEVER EVER be doing business at best buy again which i was already hesitant to do in the first place. Terrible return policies and terrible customer service man. So rarely have i been SO COMPLETELY frustrated at this level. Thank god logitech is going to help me because your company clearly does not care. Why do you have a GM that cant take returns at her discretion? Why do you have a manger that does not manage (Jennifer).

Update: It has been another 2+ weeks since this happened and i have been going back and forth with logitech (which is horribly slow for customer service) and best buy has yet to do anything but send me back replies about their company policy. This company has 0 customer service and this is not an exageration. There is no corporate number. There is no other number you can contact about the store except some complaint hotline. If youre purchasing expensive electronics i highly encourage you to purchase them through Amazon or another retailer that offers better customer service. Im just glad this lesson only...

I made on online purchase for a soundbar / subwoofer combo which was discounted as “Open Box Excellent.” I have generally had good luck purchasing open box items from Best Buy in the past, but this one was a disaster, only made worse by lack of customer service by my local store.

Per Best Buy’s description this item was: “Works and looks like new. Restored to factory settings. Includes all original parts, packaging and accessories (or suitable replacement).” As you can see in the photos, what I received wasn’t even close. I can’t actually believe this was sold / shipped by Best Buy.

After unboxing only the soundbar, it was clear this wasn’t “excellent” condition and the original packaging was nowhere to be found. I didn’t even finish unboxing everything because I could see broken pieces in the bottom of the box and I wanted Best Buy to be able to see the shipment “as received.”

I went to my local store to make an exchange. The customer service desk said exchange wasn’t possible because there were no more “Open Box Excellent” items available in the system. I made the point that the only different between “Open Box Excellent” and New should be the box was no longer factory sealed. So a New item would be a reasonable and acceptable replacement. I was told that I would need to call Best Buy corporate support to resolve the issue. Why? I was standing in a Best Buy store.

After three calls to Best Buy getting me only partial solutions such as issuing a credit that store employees could see, but not apply to a new order because “it hadn’t processed,” I unfortunately had to stoop to using “I need to speak to a manager.” After wasting almost two hours of my time trying to resolve the issues, within FIVE MINUTES, the manager said they could do a price adjustment to the New purchase to match my original order and everything was resolved. Why couldn’t this solution have been offered the minute I walked up to the customer service counter? I felt the first line employees are instructed to push the problem back on the customer even when it was such a clear-cut disaster as this order.

I will say that at all times the employee I spoke with was polite, calm and professional, but they seemed to be powerless to take action and make things right. Why does a customer have to be a bit of a jerk and ask to speak to a manager to before common sense comes into the solution?

So a couple stars that the issue was resolved to my satisfaction but this should have taken minutes with one person and not hours with multiple people and multiple phone calls. When you ship a customer a pile of broken equipment, please just make it right without turning it into...