Makan DiawandoDate: April 6, 2025To:Customer Service DepartmentBest Buy Corporate Headquarters7601 Penn Avenue SouthRichfield, MN 55423Subject: Formal Complaint Regarding Poor Customer Experience at Best Buy Store #820To Best Buy Customer Service,I am writing to formally express my deep dissatisfaction with the way I was treated by your staff, particularly the store manager, Greg Smith, at Best Buy Store #820, located at 769 Donald Lynch Blvd, Marlborough, MA, regarding a purchase I made in December 2024.On December 20, 2024, a sales associate named Dakota Russell informed me that I would receive a $150 rebate certificate with the purchase of a Samsung Galaxy Book 4. Based on that promise, I agreed to proceed with the purchase. However, at checkout, Dakota informed me that the rebate would be emailed to me and could be applied to a future purchase. Due to dissatisfaction with the terms, I asked to cancel the transaction and exited the store.Several days later, I went back and completed the purchase using the 24-month interest-free financing option. As of April 2025, I still have not received the $150 rebate I was promised. I went back to the store and spoke with Dakota, who recognized me and checked my account. He then informed me that I was not eligible for the rebate, citing a "miscommunication" on his part, stating the promotion was either $150 off in the form of a Certificate or the 24-month interest-free option—not both. He referred me to Best Buy Customer Service and provided a phone number.I immediately called Customer Service and was assisted by an agent named Belle, who was incredibly helpful and professional. She requested to speak with Dakota. After multiple exchanges between Dakota and Belle, he refused to honor the discount. Belle then asked to speak with the store manager, Greg Smith. Unfortunately, my interaction with Greg Smith was extremely disappointing. Rather than helping resolve the issue, he was unprofessional and rude. When I explained that I felt misled and that this situation could potentially warrant legal consideration, Greg abruptly stopped the conversation and asked me to leave the store. His behavior was completely unacceptable and only worsened my frustration.Additionally, I found Best Buy’s financing process to be misleading. To qualify for financing, customers are required to apply for a Best Buy Credit Card. Best Buy intentionally declined your application for the regular card, and you are automatically enrolled in the Gold Card, which comes with a $59 annual fee. This critical detail was never clearly communicated, and I felt misled yet again.The only positive experience I had throughout this ordeal was with your Customer Service representative Belle, who spent 56 minutes with me on the phone and was able to resolve the issue. Her professionalism was a stark contrast to the in-store treatment I received.I believe I was treated unfairly and misled by multiple representatives at this store. As a result, I will no longer be shopping at Best Buy Store #820, and I am seriously reconsidering my relationship with Best Buy altogether. I am requesting a formal apology from the company, and I urge you to talk the employees involved—especially store manager Greg Smith. The behavior was unwarranted and occurred during my call with Belle, the customer service representative.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Makan DiawandoShrewsbury, MA 0145
