If you follow my tweets you may have noticed that I have been in contact with Best Buy about a certain oven I want. It is a Frigidaire Model # FEF368GC in Stainless Steel.
We first went to HH Gregg and got some pricing. They have that oven in stock. But we thought we could get a better price for the set at Best Buy.
Went to Best Buy and sure enough, better pricing. But, they don't have that oven. They have it in Black, Bisque, White and Silver Mist. NO Stainless. So I twittered @twelpforce for some help. They said I would have to contact the store to see if it can be special ordered. This was last night.
I called first this morning at 10 am. (I called Best Buy store # 490) I was not connected to anyone and the line just rang and rang and rang. So I called back, 4 more times. Same thing. Just rings and rings. So I called again and pressed 3 for the Geek Squad. Got to a live person and they connected me to appliances. The phone just rang and rang and rang. So I called back. Same thing for a half hour! NO ONE ANSWERED THE PHONE! So I tweeted @twelpforce again. Sure enough, they got through to the store. I tried again. NO ANSWER. I finally got through to a LIVE person after 40 minutes. (which I am seething about because that is just POOR customer service! Wait! That's not even customer service! How do they operate a business if no one answers the phone?)
The lady takes my information and the model number of the oven and says she will look into it and will call me back. She calls back and says this is not something they can special order. So I tweet that we are going to HH Gregg. @twelpforce tweets me back and asks if @coral_bestbuy can help. She just tweets the same thing that was twittered at the beginning. "Check w/local store on ordering this item"
So, Best Buy just lost a $2500 sale and we are now going to HH Gregg.
See, this whole thing pains me because we actually like Best Buy and their warranties. We were really hoping that they would pull through for us on this item. But, no such luck. So Saturday morning, I'm pulling into HH Gregg and buying my kitchen set. With cash - cause that's how we roll.
Wow. It's almost like BB said, "Oh, no thanks. We've got enough money." LOL...
ReplyDelete40 minutes!!!!! If I have to wait that long in the Dr.s office it says to me that their time is more important than mine. To wait that long for Best Buy is absolutely ridiculous! How frustrating.
ReplyDeleteSorry to jump in so late. I'm afraid I don't see a problem here. Best Buy and other big box discounters don't operate "by phone". Traditional appliance stores like HHGreg do, and charge more money for that. That isn't Best Buy's business model; BB deals with customers in-person, by web, or through their national 800 number.
ReplyDeleteI think everyone just has to specialize to survive these days.
I hope the new kitchen is wonderful!
I worked at best buy, and I know exactly where you're coming from. I know exactly how bby operates and the customer service is very poor. And please, we have Customer service operators standing by the phone who are suppose to answer, HHGregg Is a store that cares more about the customer. There is no such thing as a retailer that operates over the phone either. That would be more like amazon or something but you will most likely always get better cs at hhgregg since they train their associates to be that way, to be much different to bby and others. I never recieved training at bby, they hire you and throw you on the sales floor and expect you to learn by just watching others work. Management is ridiculous. Plus you shouldve asked hhgregg to price match, they will do it.
ReplyDeleteThis is to the buddy above me and everyone else that has read that comment. You are sadly mistaken that BB does not train their associates. I happen to work at BB and have been for a while. It is mandatory that you take the learning lounges to keep your job. The learning lounge is a whole website made specifically for the employees to take tests, quizzes, PDF's, and videos to learn about everything that is old and outdated and the new and improved. Now, HH Gregg has just opened up in the same city as our store so we are learning ore about them. They have no competition with us. Their employees are required to take 200 hours of training before they start. BB requires you to take the necessary elearnings, based on where you were placed, before you go on the floor. Then you continue to take the elearnings with practically every product that comes out. Plus they are now starting to certify everyone in the store for everything in the store, so there is no separation on the sales floor. HH Gregg, haha, 200 hours? That's a joke. 200 hours is just learning the basics of technology. I'm pretty sure any people can agree with me on that considering how fast technology changes.
ReplyDeleteMam, for your poor customer service that got is a huge upset to me. Those are the stores that need to get their act together. I am just a sales associate, but in our store it doesn't matter where you are or what your doing the customer comes first. Our store is actually one of the small frame stores so I think of us a "mom and pop store". Reason why is because everyone works together hard to get things done and give the best customer service. That store that you went to is able to get whatever appliance you want through special order. They are the ones that cause bad reviews about us. I am so sorry about that experience. Be aware that if you got the protection that HH Gregg offers it is through a 3rd party, not like Best Buy's Geek Squad which is part of our store. If you go into HH Gregg saying that you are protected on your item and its broke so you need it fixed. They will say sorry we don't deal with that. Here's the number to the (third party) people that can help you. Then your on another phone war with people and trying to get things done. Best Buy's is so easy you bring it in or if you got the 5 year we come in and get it for you and we fix it and if we can't fix it we give you a brand new comparable one. Plus, you mentioned us about you liking our protection plan. Well, your completely right on that our plan is unbeatable. I personally am actually going to a Black Tie Protection Seminar in Tampa this Tuesday just to get re-learned on everything and maybe learn some new things we may start to offer. Which by the way Tampa is not right down the rode from me. It's a couple hours away. I am driving that far spending my own gas money to get there just so I am more knowledgeable for you and every other customer. I am definitely not the only person at Best Buy that cares for the customer this much. We are full of associates that go way beyond the call of duty to make you happy. HH Gregg works of commission, we do not. HH Gregg's associates care more about selling the highest item for the highest price possible. Why? Well, the bigger the sale the more in their pocket. I am not here saying this either to persuade you to eave HH Gregg and come to Best Buy, but just to inform facts that are true. I do agree that I was leaning towards Best Buy more, but that solely because it is a better company hands down.
FYI to someone that wants to comment back to what I have commented. I might not be able to comment back right away. Reason is tomorrow night I will not be home online wasting my time. I will be volunteering for Best Buy at a high school. Why are we there? Well, if we have 10 volunteers there we donate 1,000 dollars to the school for nothing. Just look at the statistics of how much Best Buy gives back to you and the community compared to any other retailer alike.
Low Price Guarantee
ReplyDeleteWith our 110% Price Guarantee, you won't pay more for the great service you get at hhgregg. If you know of a lower price on anything we sell, we'll give you the lower price, plus another 10% of the difference back - on the spot.
BBY cares about NODOBY but stock holders, anything apart from that is NONSENSE!!! They do not know nothing about their products (hardly to get by) secondly they have NO drive to help anyone.
ReplyDeleteIt's all about stick holders & nothing more!! Buy where you can find the best price & forget about anything else as they could careless about you.
did you ask could hhgregg match the price of bestbuy's stove even though it was not the same color? bestbuy is not a good store anymore they are falling off the map slowly but shortly.
ReplyDelete