An open letter to the CEO at Best Buy.

When I was a kid besides going to a toy store my favorite trip was when we drove 45 minutes to a Best Buy in Fort Wayne. At the time I would usually buy a videogame for my PlayStation, or a CD. I love the smell of an electronic store. That might be a little weird, but true. When I open a new product one thing I notice is the smell of it. Anyway over the years and most notably since I’ve moved to Louisville Best Buy has become more annoying than helpful. I’m a consumer, but when I go in there no one approaches me. Even writing this I’m conflicted, because I don’t like too much help, but I would like at least for someone to acknowledge me. Especially when I need to or want to purchase something you’d think I could at least get a hi and be treated as a human.

The last three times I’ve entered a Best Buy have all been bad, and have stuck with me. I will start with the first time I went to a store in Clarksville Indiana when I lived downtown Louisville, because it was closest to my location. I was going to buy a Mac Mini which I believe cost around $700. I walked in I said hello to the door security, and asked if he could assist me to the customer service desk since I had never been there? He said he couldn’t that watching the door was his job. I decided to try it myself and with some guessing and good mobility skills made it to the desk. I advised the lady what I wanted and was told we will get it when we get time. Okay I thought that seems reasonable they will help a customer or two and then go get my computer. Nope I waited 50 minutes to receive my Mac and all most missed my bus home.

Second trip I was going to pick up a sling box so I could watch TV anywhere I wanted from my cable package. I went in to the same store to get the same sort of treatment. To get one item it took me 30 minutes this time. Thank god I’m not indecisive, and know what I want. Ironically I took this product back and that was easy. Once I know where the customer service desk is I’m pretty good, because I can get assistance easily.

Well I moved and going to the St. Mathews location was easier for me. Again I had no idea where the desk was, and this time I was not even greeted with a hello by the security. I walked in and went to the right off of instinct, but found no one. I stood and listened for a minute, and walked to a guy describing a printer to another guy. I could tell he was an employee so I thought great I’ll just hang here until there done. Well the guys walked away after about 5 minute to go look at some printers. No one else came over during that time. I decided that I would go back and find the Sonos section myself. I told Robin to go to the left and just really guest where to go. I found some computers and just felt around on the shelves for a bit bored wanting to again spend a few hundred dollars. I walked around searching still for someone and ended up physically running in to someone who stopped in front of me. I said sorry and then quickly asked if he worked there? He said yes and, so I asked to see the Sonos products. He went and got a home video/audio specialist. I finally was able to buy my product and was able to listen to each product but it wasn’t a smooth experience. In no way do I expect anyone to hold my hand when I go somewhere, but I know when I go about anywhere else it’s easy to engage someone in conversation, but at Best Buy I feel I’m on another planet. I wrote about a similar experience at Victoria’s Secret when I first started the blog, but it doesn’t feel good being ignored. Granted at Victoria’s I wasn’t buying anything just need some assistance through there store, but still you could at least say hi to me or us in that situation. Plus maybe I wanted to just buy a thong I heard they can ride up though so I will just settle for a nighty. I’ve thought about taking the Sonos back and buying it on Amazon on principal, but I spent cab money going over there and don’t want to deal with yet another hassle.

My message to Best Buy would be this. Make your stores friendly again. I haven’t felt welcome, and I used to love your store. Next time I will just buy from the internet. My final thought on this is the Apple pay situation. Best Buy, Walmart, and CVS have decided not to do Apple Pay, and go with their own app which doesn’t even use NFC. This is a complete failure, and accomplishes nothing. The app which is called Currency I know it’s cute. There CEO says at the stores cash and gift cards are still 75% of all purchases. Really? Credit cards are dated the radio frequency the cards have can easily be stolen not even when you use them, but it can be read from a reader from you just walking by. I think with them just using a barcode on screen really solves nothing, and isn’t any more secure than what the status quo is now. I think people who are consumers should be treated with respect in the end, and it’s my fault for going back so much, but I wanted to be a kid again and love the experience of buying something after I test it in store. I realize though that this model is failing, or they don’t like me or something. I am not going to blame it on my blindness, because that would be too easy so maybe they just hate gingers. I urge you Best Buy to please change your ginger hating policies.

It is crazy I recently visited a Bose store, and had an incredible experience with trying to be sold something. The lady took me around to all of the products I wanted to see, and I ended up walking away, but it was nice being treated like a customer. Some of my recent store trips to Walgreens, and of course BestBuy haven’t been so enjoyable. I will end with this not to get to political, but the people working these stores really are clueless on the products they sell. I research everything maybe too much, but I love technology. I bought that Sonos system over the Bose, because it has more options for services, but I just love the fact with it I can set an alarm, sleep timer, and have room to room sound if I buy more than one. Maybe I will write more up on Sonos, but they’ve won me over. I used to do Airplay to my Bose system, but it dropped out a lot or wasn’t reliable. I all most went with the Sound touch system, but didn’t want to for my past experience with it. Anyway I think for my second job Best Buy should hire me I will at least talk to people when I hear them walking by and if I don’t talk to you it’s because I didn’t see you make some more noise while walking by.


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