A Letter to My Third Least-Favorite Retailer

Dear Best Buy:

Last year, for the first time in over a decade, I entered your store and made a purchase. I had decided not to shop at Best Buy after disastrous customer service in the past, but my wife insisted that your company would have the best buy on TVs and, well, you did. Through a series of coincidences, I also came in to possession of a $100 Best Buy gift card and a coupon for 40% the purchase of a GPS. This coupon, incidentally, I discovered while geocaching with a friend in Frontenac State Park. There was an entire book of Best Buy GPS coupons, along with a flyer explaining that Best Buy was working with the State Park system to encourage geocaching (and requesting that each individual only take one coupon).

Needless to say, I was exciting. I enjoy geocaching but, lacking a GPS, I either have to go with a friend that does have a GPS or try to locate the caches via print-outs (not terribly successful).

So, in September, I went in to the Eagan Best Buy. Neither of the two employees who I spoke with that day even knew what geocaching was. They were thus unable to answer my questions about the various GPSs. I asked if they could show me how one particular model worked and, after pressing random buttons for five minutes, the employee said: “Well, these are new, so we haven’t been trained on them yet”. I left without buying anything.

I searched online for the models that I felt would work best and then visited the Maple Grove location. The employee who approached me also had no idea what geocaching was. I showed him print-outs of the two GPSs I liked best and told me that the store did not have them in stock. I asked him if another store in the area had one of the GPSs, and he shrugged his shoulders. So I asked him to show me a comparable model. He claimed ignorance and told me to wait for another employee. He went over to that employee (who was busy with other customers) and told him to help me next. After waiting ten minutes, I left the store empty-handed once again.

A few days later, my wife, who decided to buy a GPS for me for Christmas, visited the Mall of America location. They didn’t have the GPSs, either, and they were incapable of suggesting a similar model to my wife, saying that since the GPSs were new, they’d had little training on how to use them.

Two weeks before Christmas, I stopped at the Roseville location. The employee informed me that his store did not have either of the GPSs (which I found at Best Buy’s website) either. He knew how to look up the availability and told me that no store in the region had the GPSs in stock. (I could have ordered the GPSs on-line, but the coupon was only good for in-store purchases.) I asked him if he could suggest a comparable model, but, after playing around with a few GPSs for 15 minutes, declared that he lacked sufficient training. So I spent a half hour looking at the GPSs myself. Finally, I went up to the employee and said: “If you can show me how this GPS works, I will buy it.” He was unable how to show me how to perform even the simplest function. (To me, this is akin to asking a phone salesperson how to make a phone call on a particular phone, and having them say they don’t know how.) So then I said: “Listen, if you can find any employee in this store who knows how to use this GPS, I will buy it right now.” He walked up to a couple of employees and cursorily asked them if they knew how to use GPSs, but they both shook their heads ‘no’ and continued on with their conversations.

Figuring that the Roseville store was unusual in this regard, I returned to the Eagan store. Again, no one knew how the GPS I had selected functioned. The day before Christmas, I stopped at the Apple Valley location, but, again, no employee knew even the most basic workings of a GPS.

On January 1st, the coupon expired. My wife and I visited the Apple Valley Best Buy and used our $100 gift card on various trivial items.

I am completely astonished that I did not purchase a GPS. With my gift card and coupon, a $500 GPS would have only cost me $200 out-of-pocket. I really wanted one. And yet, no employee – at five different locations – was able to competently demonstrate this device.

I hope this letter serves to make you aware of the need to train your employees on the use of the items they sell. Particularly in tougher financial times, customers are not likely to make six trips to five different locations to purchase an item they don’t really need.

As for me, I am considering swearing off Best Buy once again, having been stridently reminded of the poor service I experienced there in the past. If you can offer any help in the area of acquiring a GPS, I’d appreciate it.

Thanks for your time.