Brookfield, WI Incident

Posted Mon August 29, 2011 11:18 pm, by Joshua S. written to Best Buy

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Good Evening,

I am writing to you in regards to an incident that happened at your Brookfield, WI location on Thursday, August 25th. I was notified, via online, that your store received a shipment of HP TouchPads. I immediately traveled 20 miles to that location. When I entered the store, I spoke to your Computer Associate, who was very friendly. He confirmed that they did receive the TouchPads. I informed him that I was interested in purchasing one. He stated that he would check with this manager to find out if they would be selling them that evening. His manager informed him that they would be available the following morning using a ticket system. I asked him to reconfirm with the manager that they would not be selling them that evening, as I didn't want to waste mine or their time waiting in the store. The manager assured him that they would not be placing any on the salesfloor that evening. At that time, I felt this was fair. Upon receiving confirmation that none of the TouchPads would be available that evening, I headed home with plans to arrive at Best Buy the following morning.
On Friday, I arrived at your location around 5:00 am. I guess word got around, since there were multiple customers waiting in line. While talking to the customers, they informed me that they got word from several friends who purchased a TouchPad Thursday evening. At this point, I was pretty upset, because both the associate and the manager stated that they would not be placing any on the floor Thursday evening.
Fortunately I was able to purchase a TouchPad Friday morning. While talking to the manager on duty, Matthew R., he confirmed that the store did sell approximately 20 TourchPads Thursday evening after the Store Manager called and gave direction. That was the same evening I was told that it was okay for me to go home, as I was assured none would be placed on the floor.
I am a loyal customer to Best Buy. I do recognize that the TouchPad is a discontinued device. I am upset that I was lied to that Thursday evening. I find this practice unfair. I woke up at 4:00 am thinking that it was the only opportunity I had to purchase this device, when in reality I could have stayed longer on Thursday night, or they could have sold me one when I originally arrived that evening. I am disappointed that I was lied to by Best Buy. Prior to this incident, I have purchased all of my home entertainment items from Best Buy. I feel that what your Brookfield location did was wrong, and I'm extremely disappointed in the situation. I would appreciate an explanation on why Best Buy gave me wrong information that Thursday evening.

Like I said above, I think the ticket system is fair, but I don't think it's fair that items were sold Thursday evening after I was told they would not be. The Store Manager should not change a practice after communication a different practice to his Assistant Managers and associates.

Review your selling practices with management.

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Re: Brookfield, WI Incident by RedheadwGlasses Posted Thu September 1, 2011 @ 1:02 PM Isn't this thread sort of like the whole "that depends on what you determine the word 'is' is"? Whether it's a lie or not doesn't seem pertinent. The *store* (the employees and a manager representing the store) said one thing and did another. Reply Sure, it's pertinent. Lying is a company deliberately deceiving by Steve OH (IO) Posted Thu September 1, 2011 @ 1:42 PM customers. I would be annoyed by that, too. But as far as we can tell, nobody lied to him. For all we know, the manager had been involved in dialog with corporate on this all day. A decision is made, and that gets passed down the chain. Companies (or governments) change things all the time. Don't store hours change? Don't prices or return policies? I don't see these things as lying, I see them as adapting to circumstances. Reply I wonder if the store manager was getting tired of all the calls from by olie Thu September 1, 2011 @ 9:23 PM Re: Brookfield, WI Incident by McJohn Posted Tue August 30, 2011 @ 8:19 AM The store manager can do anything he deems needed. If he decided to override the associate and the manager and sell some, thats his choice. You werent lied to, they just got overruled later on. You got your item, and considering some people are driving hours away or having online orders cancelled you got lucky only having to go 20 min away. Reply ? by Joshua S. Tue August 30, 2011 @ 7:15 PM OK, at the time by MA Cunningham Wed August 31, 2011 @ 9:00 AM I agree by Lisa H. Wed August 31, 2011 @ 10:02 AM It would have been a lie IF by fairywithfangs Wed August 31, 2011 @ 1:28 PM It seems like you are mostly annoyed because you were "lied to". by Steve OH (IO) Posted Tue August 30, 2011 @ 12:18 AM The good news is that you were not. The CSR gave you honest, factual information on the sell date. His manager confirmed it. Neither of these people lied to you. After you left, the store manager (or probably corporate) made the decision to release the items for sale. Again, there's nothing dishonest about that. Sometimes people or businesses make decisions that cause us a slight inconvenience. You got what you were looking for, and that's what really matters. Reply I was lied to by Joshua S. Tue August 30, 2011 @ 7:17 PM Nobody deliberately gave you a false statement to deceive you, right? by Steve OH (IO) Tue August 30, 2011 @ 7:38 PM I wasn't the only one that was told that they wouldn't be putting them out until the morning by Joshua S. Tue August 30, 2011 @ 9:32 PM I would also like to add... by Joshua S. Tue August 30, 2011 @ 9:34 PM Sir.... by Jay S. Wed August 31, 2011 @ 9:58 AM Let it Go by Becky Wed September 7, 2011 @ 2:32 PM