Best Buy Clearwater Florida

My children pooled their funds to buy us a 42" plasma TV. Cost was about $1,200. When we opened it Christmas morning, the screen was badly cracked. The next day we returned to Best Buy expecting an exchange, only to be informed there was nothing that could be done. They were quick to come up with reasons it was our fault and never provided any options other than, "If you are not

Here is the story thru a letter I wrote to Best Buy CEO. I am doubtful this will accomplish anything since no one I have spoken to seems to be concerned.

December 26, 2007


Brad Anderson, CEO
Best Buy Co., Inc.
Corporate Headquarters
P.O. Box 9312
Minneapolis, MN 55440-9312

Mr. Anderson:

Christmas, 2007, my two children combined their resources to purchase a plasma television for my wife and me. The cost was just over $1,000. I know what your annual salary is and I'm doubtful that $1,000. means the same to you as it does to my children who have a combined annual income of less than $40,000. When the purchase was made, they declined the extended warranty for an additional $250. They also chose to take procession of the unit since it could not have been delivered prior to Jan. 2. Naturally, they wanted to surprise us on Christmas morning. The 42 television was placed in a late model pick-up and brought home. My son rode in the back just to insure an uneventful trip. Ill spare you all the details and skip to Christmas morning when we cut the straps and removed the box. The screen was cracked all around the border and extended into the center of the television.
Our children were more disappointed then we were. I assured them that we would be able to return the unit on Wednesday and exchange it.

We returned the product on Wednesday. After a lengthy inspection, the young clerk came out to say that they would not be able to do anything about the damage and that if I had any questions, I could call corporate. I hadnt expected a response of that nature and asked for details. The young lady said she could not provide them but again repeated that I could call corporate. We requested to speak with the manager. After awhile, a young man came out without an introduction and promptly announced that after inspection, they determined they could not replace the television. When I asked for specific reasons, he refused to provide them. I indicated I would like specific details so I could have accurate information if I had to speak with another person at corporate. He held firm at which time I removed the top of the box and revealed the product. I again requested he show me what they were looking at that brought them to that decision. Reluctantly, he pointed to what they thought were some carpet fibers near the top and concluded that this television had likely been dropped on the front.

At this point, my son became a bit upset and told the Manager that was crazy and that if it had been dropped it was by someone other than us. We're sorry, he said, there is nothing we can do. If you feel this is not fair, please call corporate.

I contacted corporate and spoke with a very kind and professional woman named Anna. I explained the situation, and then she placed me on hold so she could contact the store for details. Upon her return in about 5 minutes, I was told that the Store Manager did not believe the store was at fault. He pointed out that my son had refused delivery and also an extended warranty which would have resolved the issue. He also noted that the TV. had been placed in a truck without padding, so they could not be responsible. Anna apologized but said there was nothing more she could do. I asked her what if any options I had. After being placed on hold again for a short while, she returned to inform me that the Manager would be willing to sell us another television at a discounted price.

This is where my two cents comes in Mr. Anderson. I am very disappointed for my children especially. They worked hard to accumulate the funds needed to buy that television. My son was extremely careful in transporting. As for the no padding comment, the ride in this truck is most likely smoother than the delivery truck and the television was padded inside the box quite well. In retrospect, he wished he would have had the store open the box for inspection prior to departure. It was observed that the person moving the product from the warehouse handled it less carefully than at any time after the purchase.

I was disappointed in the way the situation was handled by the Manager and the comments suggesting we may have dropped it on the carpet. I was especially surprised at the lack of empowerment the employees demonstrated. When questions became pointed, they bailed out and defaulted to corporate. I would have expected the Manager to first of all, involve us in the inspection process. After the decision was made, what about something like, Mr. Barber, Im terribly sorry. This is an unfortunate situation, however, we are not going to be able to replace the television for this reason I understand how you are feeling but let me explain our options in this matter. (Repair, discount replacement or whatever) Here is a customer that just spent over $1,000. with you, opened the box to discover it was broken, and the customer is told very pointedly, there is nothing we can do and if you have any further questions, call corporate.

I can imagine your stores are faced with tremendous challenges and pressure on a regular basis regarding return policies, especially around the Holidays. However, it seems if you are serious about being concerned with customer loyalty, your employees should be empowered to make judgment calls. Perhaps a quick search on my sons purchasing activity would have informed them that for a young man, he was a pretty good customer with numerous purchases over the past few years. Perhaps if employees knew the decision rested with them, they would have asked a few questions about the whole situation in an attempt to gather facts instead of so quickly coming up with reasons why they were not at fault.

From what I have read Mr. Anderson, your bonus is determined by the customer-loyalty scores, employee turnover, and customer-centricity store revenue. So basically, if Best Buys customers are unhappy, you dont get as big a bonus.

We have quite a large extended family here in the Clearwater area and we all do frequent business with Best Buy. I have not heard of a single negative comment about your company until recently when a friend shared the story about purchasing a TV and the warranty plan. Shortly thereafter, there was a problem with the TVs audio, so she called Best Buy to have them come out and look at it. Their technicians werent able to come out for nearly two weeks It seems that theyre booked solid until then. After this eye opening experience, I began researching and discovered that there are numerous unhappy former customers of Best Buy. You should take the time to read them.

I thank you Mr. Anderson, for the time you took to read this If you actually read it. My guess is that I will never know. Im not looking for any compensation here we'll resolve it ourselves by vowing not to shop Best Buy any longer and explain to our family and friends why we made that decision. If the information regarding your bonus is correct, you may be a few dollars short next year.

Ken
Tarpon Springs, Florida
U.S.A.

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