Dear Best Buy,
I wanted to let you know about the regrettable experience with your stores I had this past weekend.
My husband and I were in the market for a converter cord that would connect my Macbook with a projector for a high school reunion slide show. The reunion was Sunday at 4:00. We have a BestBuy gift card burning a hole in our pockets, so we tried you first.
On Saturday afternoon, we logged onto BestBuy.com and were thrilled to find the option of locating in-stock items by store. We searched for the item we needed, confirmed which one store in the Eastern suburbs had it in stock, and immediately packed up the family for a quick trip to BestBuy. Easy peasy.
After a sob-filled ride to your store during which my son, who hates his car seat, cried the entire time, (I realize this is in no way your fault, just want to give you a detailed picture here), and a treacherous walk through an icy, busy parking lot, we finally entered the automatic sliding doors of the BestBuy in Woodbury…
only to find an empty shelf where our product should have been. We asked a sales person on the floor, because clearly there had been a mistake. No, no mistake, said the employee, rather unapologetically. They must have scanned in the merchandise recently delivered but not had a chance to put it out on the floor yet. Come back tomorrow, he said.
We looked at our baby. Looked at our watches. Looked out toward the parking lot. Looked back at the employee. Then we went and consoled ourselves over Caribou Coffee.
It is now Sunday. We have been to church. We have righted our bitter hearts and are ready to start anew with you, BestBuy. There is optimism in our outlook. Plus, we have to have the cord and be in downtown Minneapolis by 4:00 or we’re screwed. So there’s that.
This time, I get smart. I want to leave nothing up to the black hole of information that is the internet, so I pick up my phone and call.
[This is the conversation as verbatim as I can humanly remember it.]
“Thank you for calling BestBuy in Woodbury, how can I help you?”
“Hi. Yesterday I confirmed that something was in stock on the BestBuy website and when I came in to actually purchase it, it would seem that the site had lied. The employee told me to come back today to try again, but before I drive all the way over there, I would like you to confirm that the item is actually on the floor, not just in stock according to your system.”
“Uhm, ok, what’s the item?”
“A mini-display port to VGA adapter.”
“Ok, can you hold one moment?”
[Cue hold music]
“Ma’am? Yes, we have that on the shelf. Would you like me to put one on hold for you?”
“That would be perfect.“
“Ok, and you said the mini-display port to VGA, not DVI, correct?”
“Alright, I confirmed that we have both out but I wanted to make sure to put the right one on hold. What’s your name?”
“Ok, a mini-display port to VGA adapter will be behind the customer service counter when you come in.”
“Wonderful. Thank you for your help.”
Now, replay the scene with the crying and the driving and the parking lot crossing.
We once again enter the automatic sliding doors, but this time we make a bee line for the customer service area because, you know, we called ahead.
“O. The guy said that you hung up on him too quick to know what you needed. We don’t have that item.” Said the plain faced, accusatory customer service representative.
“I’m sorry? He said what? He confirmed with me twice what product I needed. TWICE. I would like to speak with him, is he still working?”
“Uhhh, let me go ask him something.”
[Walks away from the counter while my husband goes to check the shelf where there is, in fact, NO VGA ADAPTER.]
“Ok so the guy you talked to on the phone made a mistake and we don’t have that item on the shelf.”
“You’re kidding, right?” I thought, “I hung up the phone under the assumption that I would waltz in here and buy a product and you’re now telling me that not only did the internet lie to me yesterday, but a bona-fide human being lied to me today? REALLY?”
I was given nothing more than a half-hearted apology from the employee who still seemed to think that I did not give enough information when I called.
We turned on our heels, trekked back through the perilous parking lot, got in our car, and drove to the Apple store in Roseville, where we walked in and out with the adapter in hand in less than 5 minutes.
It would take persuasion of epic proportions for me to ever walk into your automatic sliding doors again, BestBuy.
Anybody want a gift card?
This has been a part of the Writer’s Workshop hosted by Mama’s Losin’ It. Click here to see more.