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I am writing to you today in regards to the recent
experience my son and I had at the Best Buy, Rockville, MD location store while
having installation of the rear and side view cameras done along with the
First of all, after having the cameras and remote start
installation done last Friday in November this year (my car was at the shop for
seven hours), I had to come back to the store the very next day as my son and I
realized the next morning that the front passenger seat door cannot be open
from inside. We knew right away that it was obviously an issue with
installation as we had no such problem with the car in the past.
So, we came back to the store on Saturday morning where we
were greeted by the person standing in the middle of the doors chewing the food
with his mouse open. We found it to be very offensive and an inappropriate. The
first thought comes to mind - is this how employees at that store are trained
to greet the costumers? Are not they allowed to have break and lunch?
Second, that same person, who had no name tag (at least it
was not visible to us) asked us if we need help and we asked to talk to the
manager. It took a while before Joe Baez came to greet us. We had explained
that we came back after realizing that installation was not done properly and
we are not able to open the door from inside. He told us that Nate Metcalf, the
person who had done the work had family emergency and did not come to work. He
suggested we come back and I gave him my number asking to pass onto Nate that I
need to bring my car back.
I got a call from Nate on Sunday (yesterday) morning. He
asked me if I can come at 7:00 pm. I explained to him that I cannot come at
that time as my son and I already had plans for that evening. This year is especially difficult to us as I
lost my husband to ALS last year and am a widow and a single mother now.
Nate then suggested 12:00 pm.
When I had entered the store little bit after 12:00 pm
yesterday I was greeted by the same person, chewing with his mouse wide open
asking if I need help. At that time I had the car fixed by Nate and had decided
to take upon Joe's offer to ask for a discount for inconvenience which he had
mentioned on Saturday he will be able to grand after Nate is done with
correcting the mistake. It made sense to me, so I came back to the store.
When Joe saw me, he acted as he had never seen me before. He
was acting unprofessional, inappropriate and disrespectful. I asked him if the
reason he is treating me that way is because I am a woman he replied he feels I
am harassing him. I cannot understand why he would get such impression. I came
back to take upon his offer and he acted as he never heard of it and does not
understand what I want from him. Then he went to Nate. I came from the customer
side and had witnessed him whispering with Nate after which he reluctantly gave
me $53.00 discount which I felt was not enough to justify the treatment I had
received at the store along with the service. In addition, he asked why I chose
this particular store and wished I never came.
I also noticed that Nate's license, which is displayed by
the window at costumer's side in the shop had expired in 2017. When I asked him
if he has a current license, I had received a very unclear answer which sounded
as he has it, but he had not received it yet. It sounded very strange as we are
entering 2019 and the expiration date was listed as in the middle of 2017. I
wish I had noticed it earlier. How is it possible that Nate allowed to work
under expired license?
One thing I have to say is though Nate did a mistake, he
obviously is a hard worker who knows his stuff, but clearly overworked and
needs at least another person at the shop. I had noticed that he did not even
had a chance to eat which made me feel very sorry for him as a human been.
This was a very disturbing experience. I was living in this
area for over 21 years and though I was aware of the Best Buy's reputation I
thought I should give this chain a benefit of the doubt. Unfortunately, it was
big mistake on my part.
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