Best Buy - Reward Zone Card Review

Overall 2.86 of 5 view all 7 reviews

ginajones76
Catonsville, MD

Best Buy Hanover, MD terrible Customer Service

an aggressive saver

Pros

great customer service, Great Customer Service at another Store

Cons

Mostly rude, a hassle, horrible customer service, incompetant

AUG

2008

Best Buy - Reward Zone Card —

Today again against my better judgement I decided to shop at the Best Buy in Hanover, MD for a new Scanner for my Computer. I had a 10% Rewards Zone Coupon to use, I was standing there looking at Scanners "confused" and 3 salesmen walked past me w/o saying a word to me, one even said "Excuse me!" to reach in front of me to grab something off the wall. After picking out my scanner I started to read the back of the box to see if I needed to purchase ink or a printer cable. Another customer that was looking at scanners as well asked me if I needed help, I told him that I wasn't sure what was included in the box so he showed me on the back where it said I only needed a printer cable and then walked me over a few lanes and showed me my options where I picked out a 9ft cable. We then joked about it being to bad he doesn't work there and joked about how it seems like there are tons of employees there but never available to help! I made my way to the front of the store to check out and was somewhat nicely greeted by the cashier. She rang me up very quickly, scanned the coupon (never asked me if I would like the extended warenty) and sent me on my way by quickly asking the next person in line if she could help them before I could even get my credit card back in purse and out of the way. When I started to walk out into the parking lot I looked at the sales slip and it didn't look like it took the 10% off, I didn't notice while she was ringing because she was moving me on my way so fast you would have thought the place was on fire! So I went back in and questioned her, she told me to go wait at the Customer Service counter and she would be over in a minute. When she came over she quickly skimmed the back of the coupon and said (in a snippy as a matter of fact tone) that it didn't take the 10% off because scanners were not listed on the coupon and the coupon was only for items specificly listed on the coupon. I took the coupon out of her hand and read the entire coupon to her and showed her where it specifically said "Scanners $99" (mine was $99) She then roller her eyes and said she didn't know and called over the Supervisor who was equally annoyed that I was questioning the sale. The Supervisor read the coupon over and looked at the Scanner I purchased and said that what I purchased wasn't considered a Scanner, it was considered a printer (I purchased a 4 in1) and that the coupon was only for the scanners that they have in the computer department that only scan items. I told her that they don't have any scanners over there that "only" scan items, that all the scanners over there scan & print at the least and that based on her example wouldn't they be a printer as well? Based on the look on her face I obviously hit a nerve, she then read the back of the coupon again and said, oh, these are the scanners for the digital cameras that "only" scan pictures, we only have a few in stock. At this point I figured she wasn't budging on anything or even going to admit there might have been an error so I figured I would humor her as well as myself. So I said, hmmmm that doesn't make sense a scanner that "only" scans pictures? What do you do with the picture after you scan it if it doesn't "print" the picture? She told me that she doesn't work in that department so she isn't familiar with them, obviously she isn't familiar with them because who in their right mind would buy such a stupid item or what company would make such a stupid item that only scanned things and did nothing else with them (but I didn't say that to her) I then took the coupon out of her hand and read the back again, and asked her, if the scanner that this coupon is talking about is supposed to be in the digital camera department then why is it listed under "Computers" instead of under the section of the coupon labeled "Digital Cameras & Accessories" she then snapped at me and said (exact words) If you have an issue or problem with the way the coupon is printed then you can contact the Best Buy 888 number and leave a message on the automated line, I can't control the way the coupons are printed! And then walked away from the cashier and myself. After that I left and on the way home was really getting annoyed with the situation so I stopped at another local Best Buy and asked to speak to the Store Manager I exlpained the whole situation to him and puzzled he said that the coupon should have worked on the scanner so he asked to look at the sales slip. When I showed him the sales slip he pointed out that it did take off the 10% but it took it off on the printer cable instead of the scanner! He said that what happened was both items were included on the back of the coupon and instead of taking it off of the most expensive item it took it off the lowest priced item, which made sense! He was beside himself that then Supervisor at the Hanover location did not pick up on this and was so rude and made up excuses the way she did. He returned both items to my card and then repurchased them seperately and sure enough the coupon rang up on the Scanner as well as the printer cable. Also for my troubles he gave me an additional 10% off both items and a $25 gift card. Almost every time I have shopped at the Hanover MD location I have been disapointed. The store is very nice, the lay out is better then most, they always have what I am looking for in stock but the Customer Service is horrible, there are plenty of Associates on the floor but they always seem to be busy doing something or talking to each other. Sometimes they are busy stocking the shelves when there are customers looking around for help and they don't stop to ask if they need help, you have to go ask them for help and then they look around to see if they can find someone else to help you. If you know what you are looking for and don't need any additional help it is a great place to shop but if you need help with your purchase go some place else! Also, you would think that they never give the cashiers a break. They are always complaining about who didn't show up for their shift and that they need a break. The way the check out lines are in this location are different then most, instead of them being in straight lanes like a grocery store they are lined straight down the wall in 2 rows so when they compliain they are literaly yelling over to the next cashier that is about 20ft away so everyone in that area can hear it!