Complaint Review: Best Buy - Mechanicsburg Pennsylvania

The executive department called today after the BBB and the Atorney General's office both sent investigators to our local Best Buy. They are issuing a $200 gift card to make up the difference, which I agreed to, since the person on the phone appologized for the lies the employees said to us, as well as mentioning they will be investigating the manager for his failure to take responsibility for his store. Whether or not they do it is another issue, but that he was kind enough to say it gave me enough hope that not ALL Best Buy employees are rude and ignorant. At least the executive office can admit when they've been wrong. I won't shop there again after I've exhausted my $200 cards though, I'm not going to go through all this again. This is my last post for this thread, thanks to all the people who offered encouragement, although we could've done without the useless posts by the employees (did they not read the above content?)

I would suggest that you call Best Buy's main Corporate switchboard number (not any 1-800#) it's listed on thier webpage under Investor relations.. once your get an operator ask for the "executive resolutions dept" this group handles letter's to the CEO, Media, TV PR etc.. you should have all info avail, copy of reciept, names of people you've spoken with etc.. it will probably take this person 24-72hrs to research into your situation ... This group also has the ability to override a Store General Manager (GM) decision and force an adjustment against the store's P/L Budget if it's they decide it's appropiate thing to do.. you didn't mention much about who the vendor is, or what the actual rebate offer said in writing (-vs- what a sales person actually said) but a best buy employee shouldn't be telling customer's this.. and I would bring it to this group attention.. as far as the final outcome.. This group can bring pressure on the vendor to issue you a check (if that's what the actual rebate paperwork said) and if enough complaints come in to this group from customers about a specific vendor Best Buy has (in the past) stopped carrying a specific vendors product due to high negatives.. they can also address how the employees/store manager handled the situation.. and make changes.. did you read the Rebate form before filling it out & sending it in? if the paperwork clearly stated it was a credit at mounted memories & not a check, You didn't bother to read it ...and just going on what the sales person said.. you case is much weaker and you have to take some responsiblity.. if the paperwork said a refund check.. and you got some credit at an online store.. much differn't case the end result here if the vendor doesn't step up.. Best Buy won't give you the cash back.. you might get a best buy gift card.. the amount is difficult to say either a token amount like $25 a 50/50 split for $100 (it's the vendor not a Best Buy rebate, you didn't read before filling it out.. & the sales person was mis-informed but you do know how to read..) for $100 I would say $200 is doubtful... unless you've average $3k-$5000 a year in purchases over the past 10yrs. or consistantly buy Service plans, or other High Margin items (all this is in your sales profile linked to your creditcard/phone#/address etc) or given that Best Buy has implemented a Voluntary Resignation program for all it's corporate employees before announcing mandatory layoffs later this year.. and is in the process of cutting hours for store employees.. due to the economy.. & Best Buy's biggest competitor Circuit City is in financial trouble.. you might not get anything at all... ethically you have a case.. legally it's weak.. as you did get your $200 coupon from the website... keep us updated on what happens

Unfortunately responses like this are about as helpful as the Best Buy employees that leave them. If you're going to leave a comment, please try to make it pertain to the original post. I'm sure not ALL Best Buys are staffed by morons, but it's probably safe to say over 50% are, which is to say most are, going by the sheer quanitity of similar posts refering to stores all over the country. And since the corporate office supports the failing policies and managers that create this problem, that's why I originally said I won't be shopping there anymore and got ALOT of people to do the same for our local Best Buy store. I just bought a treadmill at Sears with a $50 mail in rebate, and guess what? I got a check in the mail for $50. Will that happen at Best Buy? No, it won't, not even if the employees say it will. Not even if the posted price under the TV says it will. And does it matter if they lied? No, it doesn't, at least not to them. But our state's attorney general's office and the better business bureau is investingating them. So maybe there's a SLIM chance that the employees at this store will learn something...but I won't hold my breath.

Unfortunately responses like this are about as helpful as the Best Buy employees that leave them. If you're going to leave a comment, please try to make it pertain to the original post. I'm sure not ALL Best Buys are staffed by morons, but it's probably safe to say over 50% are, which is to say most are, going by the sheer quanitity of similar posts refering to stores all over the country. And since the corporate office supports the failing policies and managers that create this problem, that's why I originally said I won't be shopping there anymore and got ALOT of people to do the same for our local Best Buy store. I just bought a treadmill at Sears with a $50 mail in rebate, and guess what? I got a check in the mail for $50. Will that happen at Best Buy? No, it won't, not even if the employees say it will. Not even if the posted price under the TV says it will. And does it matter if they lied? No, it doesn't, at least not to them. But our state's attorney general's office and the better business bureau is investingating them. So maybe there's a SLIM chance that the employees at this store will learn something...but I won't hold my breath.

"They do know what is going on with these so called 'rebates' as well as the wonderful 'warranties'" Best Buy does not do their own rebates. if a manufacturer does a rebate that is a whole other story. Best Buy's protection plans are not warranties, maybe that is why you are so against them, because you dont know anything about them. I do agree that on some things it is better to risk it failing, like on a video game or on a cheap boom box. but on things like camera's and laptops they are great. Also we are NOT ON COMMISSION. "shove down unsuspecting customers throats." nobody is forced to buy the protection plans. They are simply OFFERED "We did not even have the receipt any more. I took it back and they exchanged" that is not their policy, in fact their policy is 15 days now, not even 30. it sounds to me like it was a nice manager that decided to exchange it. That would be done some Best Buy managers too. "which they still sell to this day because it is a Magnavox" they still sell it because the product hasn't been updated in years, thats a bad thing, and magnavox products are cheap Chinese ones that have been re branded many different times. we have those too at best buy, they are called Dynex and Insignia. but our are updated like other good brands "not all Walmarts have terrible customer service" not all Best Buys have terrible customer service "I have had much better experience with Walmart's electronics than with Best Buy." bad luck "There were 4 employees there..." REALLY? 4 employees in the whole store? WOW and you were the only one in the whole store, right. at least you can get your groceries at walmart too! that will save you gas money!

Aaron, you don't seem to be getting the point. I don't care if the salespeople were misinformed and in turn misinform the customers. That is still the responsibility of Best Buy to correct. Do you understand the idea of personal responsibility? It was talked about on a daily basis during the past 2 years when the news talked about the election. If the salesperson and the managers are just college dropouts who don't know about rebates, guess what? It's their job to know what they're talking about, and if you think otherwise, you're just wrong. If the store manager didn't inform the associates about how rebates work, it's still the responsibility of Best Buy to make it right. If it's not, then we can turn our attention to holding these employees personally responsible, but I don't think anyone wants that. That could quickly turn to personaly loss of property, health, and any other undesireable consequences when customers get pissed off enough at incompetant sales associates.

They do know what is going on with these so called "rebates" as well as the wonderful "warranties" they shove down unsuspecting customers throats. It is no different than a waitress at a resturant and working for their tip. The employees make a commision of the wonderful warranties they sell. They will try and convince a customer to buy a warranty on the most idiotic things that do not need one. Why do they not need one because most of the items they try and sell them on never break down. They tried to sell me a warranty on a $30 cd player. I bought it about 8 yrs ago and it is still working just fine! They know all about the so called "rebates" but it ulitmately is up to us to read it before we leave the store and decide if we want it. I stopped buying anything with a rebate after the last time I had bought a computer at Best Buy and although I finally got the rebate it took an incrediable amount of fighting, writing and calling in order for them to get it. I know many people just gave up. As far as buying electronics at Walmart.........I have bought countless things at Walmart from phones to tv's. I have two very nice Phillips tv's with surround sound. They are probably 5 years old and we have never have one moment of trouble. Last year our dvd/vcr broke. It was about two years old. We did not even have the reciept any more. I took it back and they exchanged it with the same unit, which they still sell to this day because it is a Magnavox. So, not all Walmarts have terrible customer service. I have had much better expierence with Walmart's electronics than with Best Buy. I went in this Christmas To Best Buy because I wanted a gift for my husband. There were 4 employees there as I asked them some questions about the product. They all looked like zombies and only one took me over to where the product was. I then asked more questions about the product and the employee just said "Maybe" and walked away. So I was left the area scratching my head. I then went over to the floor manager who did get on her walkie talkie and find the answer I needed, but I did tell her of the 4 employees who acted as though I was interupting their conversations with each other. You would think since all we hear about is "how horrible the slow Christmas Shopping Season was" that they would actually want to sell something, but I was wrong. I will say this, I am done with Best Buy. The employees act as though we are a bother to them. The know nothing about the products and I actually do get better service at Walmart. So utimately it is still up to us individually to find out what they are selling and what offers they are pushing. Do not wait till you are out the door to be mad. Take responsiblity before you leave that store, which could mean you do not buy it. If it is not the offer they SAID it is and they will not stand behind it, then WALK OUT and buy your product else where! Yes, I know it takes more time, but until Best Buy realizes we are done with their lies then they will not change their ways. Responsibilty as the consumer is the key. Ask questions and don't buy it if the "rebate" is not what they promised. Stand up and say "No", until they begin seeing people saying "No, I want what you promised" they will not change.

Of course she isn't and like I said the guy back in TVs likely was not either. If there understanding of the rebate was $200 cash they would continue to say this. If you had the paper why didn't you read the rebate? The same reason the kids at the store didn't. They believed what they had heard and didn't bother to verify. And since it was a Samsung rebate why didn't you buy the TV where it was cheaper and take the rebate? Best Buy is "not allowed" to do mail in rebates. Any you get there are not theirs because they had issues paying a few years back and got in hot water. Also had you read the rebate you could have returned the TV unopened and had a manager wave the restocking fee. I doubt the kids making 6-10 dollars an hour worked together to rip people off. They were as misinformed as you were. Rebates are hard to understand and get back which is the reason rebates are offered. They can offer a bigger discount since a certain percentage will not send it in and another percentage will do it wrong and get denied.

Apparently one of the many papers we had to sign had information about the rebate in the fine print at the bottom. When we were handed this paper, my wife asked the girl at the check out counter again if this was going to be a check in the mail, and how long we would have to wait once the bar code and info was submitted in the mail, and she said yes, a check in the mail, in 6-8 weeks, so we signed. The sales people are aware of exactly how the "rebate" works, but they lied because it's not such a good deal without the $200 off. In fact, the same TV was cheaper elsewhere, but with the 200 advertised off, Best Buy was the best place to get it. Samsung is only part of the problem. But the salepeople lied directly to us, I think intentionally, but that's irrelevent. Either way, customers are being misinformed, and the customers are paying the price, which is good business for Best Buy, yes, but not ethical. I'm definately not mad at the wrong people. Don't leave rebuttals that are ignorant of the facts please. This is only one of hundreds of similar stories online at this very moment where salespeople are aware of how it works and tell customers something completely different to close the sale. It is the responsibility of the salesperson to know the information and not to lie to the customers. I've sold electronics at Best Buy, Sears, and a local independant chain here in PA, and I've seen how it can work correctly and incorrectly. But I've never outright lied to a customer like this, it's simply wrong any way you cut it. I see how far downhill they've come in the 5 years since I worked there. It's pathetic.

Since this was a manufacturer's rebate(since best buy doesn't do mail in rebates) the issue should be with them. My guess is they advertised it wrong and Best Buy simply followed their advertising. Also from the other posts it sounds like multiple people are having an issue. You need to contact the TV company and go from there. Best Buy may have had bad customer service in this situation but the fault of the issue still is not theirs.

I only mention Wal-mart because they have a terrible reputation for product knowlege and service when it comes to electronics, but from my own experience, they've been more helpful and knowlegable than my experiences with Best Buy employees. Hopefully you're one of the handful who take pride in their job, but the majority do not at the store mentioned above, and based on the 1,000+ reports here about Best Buy across the nation, I would say my local store is pretty typical. Even other employees admit to that in other reports, so I wanted to say thank you to them for trying to do what's right, even if your sales are lower than those employees who lie and cheat customers to get ahead.

I only mention Wal-mart because they have a terrible reputation for product knowlege and service when it comes to electronics, but from my own experience, they've been more helpful and knowlegable than my experiences with Best Buy employees. Hopefully you're one of the handful who take pride in their job, but the majority do not at the store mentioned above, and based on the 1,000+ reports here about Best Buy across the nation, I would say my local store is pretty typical. Even other employees admit to that in other reports, so I wanted to say thank you to them for trying to do what's right, even if your sales are lower than those employees who lie and cheat customers to get ahead.

I only mention Wal-mart because they have a terrible reputation for product knowlege and service when it comes to electronics, but from my own experience, they've been more helpful and knowlegable than my experiences with Best Buy employees. Hopefully you're one of the handful who take pride in their job, but the majority do not at the store mentioned above, and based on the 1,000+ reports here about Best Buy across the nation, I would say my local store is pretty typical. Even other employees admit to that in other reports, so I wanted to say thank you to them for trying to do what's right, even if your sales are lower than those employees who lie and cheat customers to get ahead.

I only mention Wal-mart because they have a terrible reputation for product knowlege and service when it comes to electronics, but from my own experience, they've been more helpful and knowlegable than my experiences with Best Buy employees. Hopefully you're one of the handful who take pride in their job, but the majority do not at the store mentioned above, and based on the 1,000+ reports here about Best Buy across the nation, I would say my local store is pretty typical. Even other employees admit to that in other reports, so I wanted to say thank you to them for trying to do what's right, even if your sales are lower than those employees who lie and cheat customers to get ahead.

BUT walmart DOESNT have better customer service haha THAT is funny

It's amazing how many people this is happening to, but the management just keeps telling me it's "my problem" and I'm just going to have to "deal with it" and that it is "my mistake, not theirs." The management at this Best Buy store and the salesperson who sold the TV should be fired, nothing less. I don't need proof to know what was said, I heard it, my wife heard it, and others we know personally were told the same thing (not to mention other reports online). Even if it is the case that they had insufficient training and weren't aware that the rebate was really a $200 coupon, how is that the customer's problem? The store should eat the $200 for every customer that was lied to, whether or not the lie was intentional or a result of poor training. Either way, it's on Best Buy to make it right, and since they're not making it right, the result is very poor if not criminal customer service. The editors at our local papers have picked up the story, so hopefully the word will get out and people will choose to shop elsewhere in the future. When Wal-mart has better customer service than you, you know you have a problem...

And what did your receipts state? I see online that Amazon.com had the same problem with this promotion - they reported that the final price was $200 less after rebate but you're right, it wasn't. The other company has a 1-800 number setup to discuss this promotion. I'm guessing that you aren't the only one upset by it. So yes, this was a ripoff because the store staff didn't know better, but in order to get them to change their ways, you'll need to sue them, but without written proof, they'll deny they told you that you would get a check.

I expected an employee to try to say I didn't understand, but a co-worker of mine had the exact same situation with them when they bought a TV a week after I did. The salesperson told them that the TV would be $999 after the $200 mail in rebate (original price $1199). They were told very clearly, as I was, that the rebate would be a check in the mail. Seems to be a common practice in many Best Buy's, and I'm proud to have turned well over 100 people away from buying there this Christmas season this this occured. I hope ripping me off for $200 was worth it, you've lost tens of thousands as a result.

Best Buy has not done mail in rebates in years. they give you all the savings up front. there are rebates from some manufacterers, but those are from them, not best buy however you may very well have been mislead by them, or you just didnt understand

First off, I don't blame you for being upset. I would recommend getting in touch with Best Buy consumer relations for Best Buy stores. Yes, it's a separate department and if you are persistent you will get a better response than going into the store. But overall, everyone who shops at Best Buy or anywhere else, let me give you some friendly advice so you can make the most out of your experience and make it beneficial for you: 1) If you have a problem be prepared to be patient and persistent. Eventually you will talk to someone that can help you out. I know it's not ideal but when most of the employees at Best Buy are making well under $30k per year, don't expect a la carte service. Remember, you get more bees with honey so try and be as pleasant as possible. It's okay to feel frustrated by try not to take it out on those that are making $9-10 per hour. 2) Do as much research as possible before ordering especially if you are ordering high dollar amount items. There's nothing wrong with taking your time and asking questions although try to do some research on your own before going into a store or calling 888-Best Buy. In my book, a knowledgable consumer is a good consumer. 3) Be weary of the Geek Squad services and protection plans. Some stores and Geek Squad reps will do everything possible to deny your claim. Also, many of the Geek Squad services are over-priced. Unless you have a thick wallet, again try to educate yourself or check installation prices at Best Buy competitors. But if you feel overwhelmed and can afford it, the Geek Squad can be right for you. Also, if you do get a protection plan, try to get one for at least 4 years. If you are buying on-line or over the phone and the rep cannot sell you a 4 year plan, go into the store. I'm not upselling, just telling you this is generally a much better deal. 4) Remember this: Best Buy is in business to make money and Best Buy isn't making as much money as you think. To some extent yes they do pull bait and switches to get you into the store. But again if you are patient and have done your homework you can actually find some great deals and make it work for you. 5) Finally, just remember that Best Buy employees are usually college-age kids making a little more than minimum wage. That's not to say that we are all bad apples or that we are just trying to deceive customers. Not at all. But do be prepared just in case you hear something that's too good to be true or you do happen to run into someone that does not have your best interest at heart. Bottom line for best results is have a good attitude and be knowledgable. Good deals and experiences are out there but a lot of that will depend on you.