Best Buy — Local services in Norwood Park Township

TL;DR - Manager didn't believe me and didn't follow through on their word

Never thought I'd find myself writing a bad review, but here we are. I recently placed an order for store pickup for a new Xbox Elite Series 2 controller (about $200). The pickup process was great. I was excited to open up my brand new premium controller and test it out when I got home, however, when I opened the package, the controller in the box was some dingy, used, off brand controller that I don't even think would have worked for a xbox.

Obviously I was extremely disappointed, as I had just spent $200 on a product and received and entirely different product that I had no use for. With that said, I understand that things happen. I assumed that someone had given me an open box item on accident when I had ordered brand new. I made sure to call the store immediately and explain the situation. I was led to believe that I'd be able to exchange it no problem- which I think anyone in this situation would expect to be the case.

The next morning I took an early lunch at work to go and get this situation sorted. While inconvenient for me to travel back to the store, it was fine since again, I understand that things happen and I really wanted my controller. When I get there, I explained to the cashier (who was very nice and helpful) the situation and she explained that she had to get her manager. Again, no problem. The manager comes out and proceeds to tell me that basically it was impossible for this to happen because the boxes are sealed. Mind you, the "seals" on these boxes are about equivalent to 2 pieces of scotch tape. The manager then proceeds to tell me that he would have to check the store footage before he could make a decision and would get back to me before he leaves at 4. If he found whatever it was he was looking for in the footage that he would let me exchange it. Otherwise I would just have to be out $200 due to Bestbuy's inventory mismanagement (my word's, not theirs).

The manager did give me a corporate customer service number to call just in case. So kudos there. In any case this is obviously incredibly frustrating, but again I understand that some due diligence may be necessary. I decided to just buy a new elite series 2 controller in that moment, go home, and wait for him to get back to me about the exchange.

Lo and behold, he never got back to me. His mind seemed made up from the jump. I wonder if he even bothered to check the footage. Thankfully corporate customer service was able to remedy the situation, but this customer service in the store was terrible. Someone absolutely ripped Bestbuy off with the product switch, but it most definitely was not me. The manager not believing me and then not following through on his word made it even worse. I've always made a point to purchase my larger electronics purchases from bestbuy, but I think I'll be looking elsewhere...

Unfortunately I have to write this review, I love writing reviews with great feedback rarely do I ever like to give a negative response but this is twice I have ran into an issue at this store. I had an unfortunate situation during xmas time where my apple care was not included with my purchase instead i was bundled with internet security instead of the apple care even though I have the apple care card with me I am having trouble getting in to repair it with best buy. I have been waiting since this whole pandemic to speak with a manager to see about an alternative and what they can do to help me since the employee I initially purchased my products with did not know what was going on or how to even process my pick up order. He was trying to ring me up for other orders with completely different names even though i had my order receipt. I had my 5 yr old with me so I really just wanted to get out of there, it turned into a 45 min ordeal. I just reached out to the store to speak with a manger today and I was greeted on the other line by an employee named adrian or adriel I couldnt really understand him. I asked to speak with a manager and he said noone could help me at the moment to explain to him my situation...so I did. He took my information down and proceeded to tell me "well your not going to like this but at this point there is nothing we can do so".........before I even get to speak to a manager he just decided to take it upon himself to dismiss my situation. He also blamed me for the incident saying I should have been aware I wasn't charged for the apple care...........I have to say I have had my share of customer service nightmares but this for sure is in the top 3. I worked retail management for 6 years and this is completely unacceptable. I have been screamed at by customers and even called names and would still hold my composure and professionalism because that is what customer service is based on your ability to be professional at ll times and customer satisfaction. I was very polite with him up until this point. It is absolutely the stores responsibility to have TRAINED AND ABLE employees on their floor especially during holiday season. I really did feel bad for the gentleman that I initially had my issue with picking up my order because not event the associates around him would help him, it was a very uneasy and embarrassing to say the least to watch him struggle as he was. Best Buy shame on you for this representation and shame on you for allowing a employee such as adrian/adriel to address your customers in such a manner. I will be waiting eagerly for a call back from one of...

When I arrived at the store, I was greeted by a man, he asked me "What brings you in today?" I said I'm just browsing. He then asked me "What are you looking to get help with specifically?" I then said I'm just browsing, not sure what I want, I just want to browse. He then told me "You can't browse, if you're not buying something you can leave, you can browse in the mall if you want to." I then said, are you serious? That makes no sense, I want to speak to a manager, What is your name? He said " I am the manager and my name is Steve!" I was like okay well Steve I've been shopping with Best Buy for Years, and I've never had anyone treat me with the level of disrespect you are giving me! He then told me " Well if you're not buying you can leave, I will escort you out! If you don't want to leave I will call security!" I said well Steve I'm going to browse, you can call security if you want. He then said "are you going to buy something?" I said maybe who knows, he then said "I will escort you around the store." I said I'm good, I don't need your help. He then said "how do you think you will get help?" I said I will get help when or if I need help. He then proceeded to follow me around the store and harass me and patronize me. I did not feel welcomed one bit from the start. I was followed the whole time, I really can't comprehend why this Manager would act like this and treat his customers this way to be honest. I'm Truely upset, this really makes no sense. He told me he was the general Manager. As he followed me I took a photo of him, and a video as well. I asked him to tell me again why he is following me, he then said he won't repeat himself, I asked him to tell me again why I can't browse the store? He then tried to backtrack what he originally said to me. The problem is this General Manager should be held accountable for his actions, I want to open an investigation on him. I'm looking for a call from corporate and will email and or call them until I get a resolution. If not, I'm done with this company. Managers Name that treated me terribly Steve Rzab. I will post this review on google and yelp as...