Best Buy

1/12/24 12:30 pm my wife and I went into store #251 to buy a Lively smart 3 phone. Sirena helped us, but her customer service was lacking. Her interest wasn't in helping us. It took 2 hours for her to get the phone set up, but was having trouble calling it in. I said if there was a problem just put everything back as it was and cancel the sale. She handed the phone to me and said it's ready. I ask if she could show my wife how to use the phone, her comment was there is a book you can read. When we got home the phone is not set up. It reads (set up failed). I spoke to the Manager on my way out and he wanted us to spend more time to see Geek Squad. He wasn't interested in hearing about poor customer service. I will take the phone back tomorrow, and hope the service is better.

To Whom It May Concern, I Monica Jones visited Best Buy #251 @ 8290 W Bell Rd Glendale, AZ 85308 on 9/4/21 at approximately 12:22-12:24 PM. As I entered the establishment I was pleasantly greeted by an associate at the entrance area. I went to the Geek Squad counter and they directed me to customer service. The associate that assisted me at customer service was pleasant and helpful.

I went to the printer area and was assisted by another associate who was helpful, knowledgeable and pleasant.

I went to customer service with the printer that I wanted to purchase. I had a $139.99 credit too use. The printer costed $129.99; a four year warranty $34.99 which equals $164.98; before taxes, minus the $139.99 credit equals $24.99. I was charged $4.60 for tax on $24.99. The associate that assisted me was pleasant and helpful. I checked out and was thanked for shopping with Best Buy.

I went back into the store minutes later; because I could not and did not understand how or why I was charged $4.60 for tax on $24.99. The tax in Glendale, AZ is 9.2 or 9.6% which does not equal $4.60. The associate at the customer service area could not figure it out either. He then called a supervisor to assist.

As the supervisor approached he looked upset, angry and his demeanor displayed that he did not want to be bothered. He did not greet me, smile nor did he introduce himself. The associate at the customer service area explained the issue. The associate and I had our calculators out and Dave the supervisor told us to input the numbers, which did not match. Neither the associate nor I understood his calculations. I commented that it does not add up. I asked Dave if he could explain; because the associate and I were confused. Dave Schmidt (Specialty Sales Manager) turned toward me and handed me my receipt and said in a sarcastic tone, its simple math and walked away. I followed him and said, "Could you please break down how I was charged $4.60 for tax." His tone was loud, hostel, angry and demeaning. He said, "I don't have time to explain how simple math works to you." He walked away again. I followed him and asked for his name. He went to the podium and grabbed his business card, handed it to me and said loudly and aggressively to call the 1800 number and they will be able to explain simple math. He immediately walked off.

While waiting for the associate at the door to become free to ask the managers name. Dave went to the associates that assisted me and called him for assistance, to discuss me He was looking at me when I asked the associate at the podium, for the manager name. I commented to the associate that I needed to make sure he handed me the correct business card. I thanked the associate and left the establishment.

While in the parking lot, I looked at the business card that I was given and there was not a 1-800 number on the card.

I worked and still employed for multiple companies evaluating their customer service. I must say this is the first time I have felt humiliated, disrespected and made to feel unintelligent or as if I had Dyscalculia.

I do not know if he acted this way because I was a woman or a woman of color. I have never been treated like this by anyone in my life. I have been working twelve years evaluating establishment's customer service. This is the first time I have experienced anything like this. He needs to be fired or reprimanded in some way and I need to be compensated for the disrespect and humiliation that I endured from Dave Schmidt on September 4, 2021. It's the principle of it, there is no way he should have the right to treat or make anyone feel the way he made me feel. Dave Schmidt should have taken the time to explain the receipt, regardless of how long it took. His demeanor and tone should have been pleasant, helpful and inviting not intimidating, disrespectful, demeaning and hurtful. Dave tone, demeanor and actions were unacceptable.

Please help me resolve this issue. I hope you will look back at your camera footage. I entered at approximately 12:22-12:24 PM. I was wearing a work out outfit, two mask, and shades; I was carrying a printer into the establishment. I had on striped color half work out bottoms and a work out tank top with green on the upper trim and tennis shoes, my purses was strapped across me. I am 5'6", female, black hair with bronze highlights in a bun ponytail and shaved low on the sides and 50 years of age.

I will also attach my receipt and Dave Schmidt business Card that I was given.

Thank you for taking the time to read my complaint. Please inform me on how we are going to rectify this concern, problem/complaint.

Thank you,

Monica Jones
9/4/2021

I had the geek squad install an amplifier in my GMC Sierra with a Bose system. The $3000 JL Audio subwoofer system I have sounds terrible. My subwoofer is receiving all the wrong frequencies. Initially the tech told me it was my amplifier because he had never heard of the brand name FOCAL. Okay, so I returned the amp and purchased a JL Audio amp. The system still sounds terrible. The ground wire the tech installed is half hazard. No paint was cleared from the metal before adding the ground and he used self tapping screw that's looks to be about the size of a 22 GA wire. 1200 watts is not getting thru that tiny screw. Secondly I suspect he connected the (LOC) line out converter to the wires off the door speakers which again is incorrect. The signal from the wires at the door speakers are after the Bose amp has already altered the signal for what best suits the door speakers. Meaning my subwoofer is not getting the correct frequencies to create the correct bass lines. He should have either attached the LOC to the full range signal from the stock deck or from the subwoofer signal coming off the Bose amp. This tech was not trained properly at all. Ground wire attachment is elementary and should be one of the first things they learn. I went to Audio Express and had to pay more money to have them fix the ground wire connection.