Best Buy Canada

Hello,

I have been a local Best Buy customer for more than two decades.
We just had the most bizarre customer service experience ever at our local Best Buy in West LA. It was such a horribly negative customer service experience that we are still in the worst mood and feel that we never want to shop there again. Keep in mind, we own numerous Best Buy home appliances (washer, dryer, refrigerator, dishwaster, tvs, etc.) and usually purchase the extended warranties!

Yesterday, we went into our local Best Buy to purchase an open box available at the West LA Store a few blocks from our home. When we got there we were told we needed an appt, which was no problem. Since we didn't have one we were asked to just wait patiently in a cue and when we got inside our Sales Rep Aaron said unfortunately he couldn't find the open box tv we were interested in. He kindly recommended to us to go home and purchase it online and come back the next morning for a curbside pick up and they would hook up the tv for us so we could make sure it was working well and there was no damage to the screen. We have Mazda Miatas so don't own a vehicle big enough to transport a large 65" flat screen, so we wanted to make sure the tv was in good condition or suffer the added expense of a LYFT XL from the store at pick up & back to the store at return (which is an added expense obviously which isn't refundable should we have to return the open box tv should it be damaged).

So we did just as instructed, we purchased the open box tv online as Sales Rep Aaron had recommended and today when we went back at 10am when the store opened. We tried calling first, but no one is answering the store calls during COVID-19. It was the worst experience, we still can't quite believe how we were treated - it was so bizarre & incredibly bad feeling, we were treated almost like criminals! And this is after spending almost $1000 at this Best Buy!

They found the tv today, but refused to hook it up and even refused to allow us into the store to take a look at it even though we had an appt. for curbside pickup. We were told that if we had not purchased the tv in the store (like we had attempted to just the day before) they could have hooked it up for us. When we asked for a consultant appt. they said there were none available and suggested we go online to book an appt (of course there were none available until next week), and the Sales Manager REFUSED to allow us to wait in cue as we had done just the day before.

During the 2 hours we were there absolutely NO ONE showed up for their ONLINE APPTS. and despite having no appts. and no patrons besides us that needed assistance, the Sales Manager Ivan refused to help us or allow us to wait for an open appt. and never allowed us entry into the store. The Sales Manager Ivan even let someone else in who didn't have an online appt. while we were waiting for our LYFT to arrive to help get the flat screen home. When we asked why he had accommodated this woman without an appt. and refused to allow us to come into the store, he had no excuses.

We really don't know what to make of this. It is so sad as we've always been loyal Best Buy customers. Unfortunately, the only explanation is that we were subject to discrimination because of our sexual orientation as a lesbian couple. We hope to pursue a formal compliant with Best Buy corporate so that this Sales Manager and his staff have to take implicit bias and anti-discrimination training. NEVER SHOP AT THE WEST LA BEST BUY - IT IS THE WORST CUSTOMER SERVICE EXPERIENCE EVER. If we could give negative stars we would.