A few months ago, I went into Best Buy because my daughter needed an iPad keyboard case. Since there was a case on sale and it was a brand name that we had trusted over the years, we bought it immediately. A couple of weeks later, however, the case had a crack in the corner, so we had to return to the store for a replacement.
During the second visit, my daughter chose a case of the same brand as last time, but decided on a different colour. Apparently, this colour case was not on sale and was approximately $30.00 more without then discounted model. When we were doing the exchange, I informed the employee about what had happened to the last case, and she immediately obtained approval from a supervisor to provide the added courtesy of allowing my daughter to choose the different coloured replacement at no additional cost. When my daughter and I left the store, it was with a smile on both of our faces.
Our smiles turned into frowns when a few weeks later, the case had yet another crack. Perhaps it was due to a manufacturing issue, as the crack was in the same location as the last one. By this time, my daughter was very upset and annoyed with the brand (note to brands…even 10 year olds have a say in certain purchase decisions).
When we went back to Best Buy once more, we picked out a new case, made by a different company. Although this case was now $10.00 more than the previous case, we reasoned that it would be worth it if it worked properly. At the service desk, I again explained why we were back at the store, and that this is now the third time in less than a month that we were having issues with the original product / brand. Immediately, the employee apologized for what had happened and did an exchange for us, again obtaining management’s approval to exchange the product at no additional cost to us. Once again, when we left the store (a third time), my daughter was happy with her new case, and I was happy with not having to pay again and again for an item.
The Best Buy employees that we encountered were efficient, pleasant, and knowledgeable and clearly attempted to put the customer first. With the increase of online retailers, sales and electronic stores like Best Buy have taken a hit, however, based on my recent experiences with the store’s excellent customer service, I would suggest that there are still numerous benefits to doing business with such a company.
Whether it is the chance to actually experience the product before you buy it, the company’s willingness to price match, and perhaps most importantly, demonstrated commitment to putting the customer first, I believe the company is heading in the right direction.
Best Buy certainly seems to be plugged into customer service….well done!
Best Buy Canada