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I recently reserved an air conditioner online from Best Buy, intending to purchase it. When I checked the location for pick-up, it showed three units available. I proceeded with the purchase process. However, when I arrived at the pick-up location, I was told at the pick-up counter that the item was not ready and that they were still “investigating” its availability. I mentioned that I had injured myself a few days ago and that I shouldn’t be standing due to pain.

Then, someone who claimed to be the manager asked me to sit in the corner and assured me that they would send the best associate to help me within five minutes. While I was waiting, my friend, who was talking to the manager for advice, was told that the item was out of stock in their warehouse. When I spoke to the manager, I questioned how they were looking for an item that supposedly didn’t exist five minutes earlier. The manager responded in a rude manner, saying, “I didn’t say we had it, I said we were looking for it.”

As I explained that I was well aware of how inventory systems work, the manager started to criticize their own system, claiming that their inventory system is three hours behind. I find it hard to believe that a globally renowned company like Best Buy would have an inventory system that is so outdated. From my understanding, once an item is sold, it is immediately reflected in the system as sold.

As we were about to leave, an employee approached us and offered to help with another product. I responded by saying that I had no personal issue with anyone but just wanted the problem resolved if there was a mistake. I emphasized that if there was an error or a wrong situation, it would be better to say, “Sorry, it shows in the system, but there’s a mistake,” and find a solution, rather than giving lies or unhelpful responses. I then stated that I did not wish to make a purchase under such circumstances and left the store.

I recently had an unfortunate experience with your customer service team and wanted to provide feedback.

During a call labeled “best seller girl – customer service manager,” the representative struggled with communication. As a large company, I expect your representatives to possess excellent communication skills. We reserved items online, and your inventory system showed that three pieces were available. After being informed that the items were being investigated and asked to wait for five minutes, there was no initial issue.

However, after the wait, the representative informed us that the items were out of stock. When we mentioned our online reservation, she said she would check the inventory again. As an inventory manager, I know that if you initially check and find two items in your inventory, this should be immediately reflected in your system. If there is a delay, the representative should promptly inform the customer, apologize, and request more time to resolve the issue.

Proper communication and timely updates are crucial for maintaining customer satisfaction. Unfortunately, the poor service from this representative left a negative impression. One of your other staff members he did attempt to explain the situation, but by then, it was too late, and we decided to leave.

I hope you take this feedback seriously to improve your customer service.

I recently had an exceptional experience at BestBuy Downsview, thanks to the outstanding assistance of the staff. I needed a floor model cooking range and wanted to price match it with an open-box item that was not in stock but available in the marketplace. Additionally, I required a dishwasher from the marketplace with an open-box alternative and consolidated shipping for both items. The complexity of the transaction was seamlessly handled by the team.

Chintan, the team lead, joined the process to train Natan, a newer member of the BestBuy team. Together with Farhad, they provided exceptional customer service, treated me with respect, and made my shopping experience extraordinarily pleasant. The professionalism and friendliness exhibited by Chintan, Natan, and Farhad were unparalleled, setting a high standard that I had not encountered in a long time at any store.

Chintan also took the time to explain the benefits of BestBuy’s extended warranty and offered me an excellent deal on the store warranty. This provided me with complete peace of mind and confidence in purchasing open-box items.

I want to extend my gratitude to the BestBuy Downsview Management team for hiring the right talent, providing excellent training, and maintaining high customer service standards at this location.

Thank you, Chintan, Natan, and Farhad, for your exceptional service!