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| - Let me save your time for anyone contemplating to shop at Best Buy. They have time and time again provided nothing other than atrocious customer service. Every single one of the employees currently on payroll should be sent to extensive customer service classes because it is clear that none of them have any sort of customer relation whatsoever.
Speaking to this specific Arrowhead location:
I had purchased a laptop sleeve online on bestbuy.com and had set for the order to be picked up in store at Arrowhead, which is the only location near me that had the particular item in-stock. My fiancé drove down there once we received the email and text notifying me that the item I ordered (and fully pre-paid for) is ready for pick-up.
The moment my fiancé entered the store and stood in line to pick up the item, he already knew that they had (which is still mind-blowing to me) prepared the wrong item. I ordered an Isaac Mizrahi SOLID PINK 13" laptop sleeve. The item THEY prepared for me: an iPad flower-patterned case. The moment my fiancé got to the counter, he told them right off the bat that they have the wrong item. The interaction (below):
(Handed staff his ID and gave them his name)
Fiancé: That's the wrong item.
Staff: No, that's the right item.
Fiancé: No, that's the wrong item because that is an iPad case and not a laptop sleeve. I have the confirmation number right here if you want to take a look at it.
Staff: Oh, you're right, that is not the right item.
Several moments passed...
Staff: We must have had a trainee get it and they must have grabbed the wrong item.
***It bears no significance to us as your customers whether the staff who grabbed the item I ordered was a seasoned employee or an employee that has only been there for a day. The point is, YOUR staff had grabbed the wrong item, which again I can't even begin to comprehend how this was even possible given the STARK differences between the two, and telling me that a trainee must have messed it up is in no way a compensation to me for the inconvenience I have incurred as a result of your inability to properly train your clearly inadequate staff.
Manager came by.
Manager: Oh! They must have grabbed the wrong item.
He walked away to grab the item himself...which he took over 15 minutes to do so even though it was clearly stated that they had the time readily available in store for purchase (again, inadequate staff even in a managerial position).
He came back and handed my fiancé the item.
Manager: Here's the item. I'm sorry for the wait.
Manager walked away. Item was scanned and handed to my fiancé by the original staff he dealt with at the counter. Not one word was uttered to my fiancé throughout this.
***My fiancé called me when he got to the car and told me everything that happened to which I told him to go back into the store and hand the manager himself back the item I ordered and told him that I no longer wanted this item because he has clearly wasted our time and I do not wish to spend not even a cent of my money to a business that could care less that they have caused such an inconvenience to a paying customer whom are the reasons retail companies anywhere are still in business: Consumers' hard-earned money.
Fiancé: I want to return this item.
Manager: Why do you want to return it?
Fiancé: Because my fiancée is pissed off at you guys for messing up the order. My fiancée doesn't want to shop here anymore.
Manager: Why?
Fiancé: Because of your mess-up.
(Manager gave him an "apology" with clear LACK of remorse)
Manager: I'm sorry for that. I hope to keep your service.
Fiancé: She won't. She will probably never shop here again.
Manager: If she wants to do that, that's fine.
***NO attempts were made whatsoever to keep the sale. The man blatantly could not give two shits about the whole mess-up.
At this point, my fiancé walked out of the store clearly appalled at the atrocious customer service especially being that the person he dealt with held the title of "MANAGER."
Like my fiancé told the manager, I will never again give your company my service. Retail companies are highly dependent on consumers and the money they bring in to stores. Maybe you should look at other stores (e.g., Target) and study why they thrive while your stores have continued in its path of sharp decline = HORRID CUSTOMER SERVICE AND INCOMPETENT STAFF (MANAGEMENT, especially).
Ever heard of ACCOUNTABILITY? Look it up. I hope your staff knows how to correctly search for that term in the dictionary. Also, maybe you should stop hiring individuals who can't even match up a description and picture of an item ordered by a customer with the item in their hand.
Item I ordered: http://www.bestbuy.com/site/isaac-mizrahi-solid-laptop-sleeve-pink/7191028.p?id=1219257122139&sk Id=7191028
Item THEY prepared: http://www.bestbuy.com/site/isaac-mizrahi-new-york-folio-case-for-apple-ipad-air-2-pink/1755298.p?id=1219510814602&skuId=1755298
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