In the wake of founder Richard Schulze’s sudden departure from Best Buy last week, I shopped there this weekend.
After doing my research online—with the usual frustration that I couldn’t match top reviewed products from CNET within the Best Buy site search—I settled on a new camera that was on sale. I put it into my shopping cart, intending to buy online and pick-up in store. But then I had a change of heart, and abandoned the shopping cart in favor of the in-store experience, just to make sure I wasn’t missing anything. I still tend to kick it old school when shopping for major purchases, thinking that the sales reps will know a lot more than I do.
The sales rep not only didn’t try to upsell me on anything, but he didn’t even know about some of the upsell opportunities I had found through my research. He followed me around like an eager Labrador puppy, trying to be helpful, as I snapped up accessories that I wanted, but he was ultimately pretty clueless and unable to answer questions.
Then I noticed that the online sale price was lower than the price listed in store. I showed the salesperson where I had bookmarked the sale price on my Android phone.
“Oh, yeah, we’ll match that,” I’m assured.
“Match it? It’s yours. This is your site, Best Buy.”
“Oh, yeah, and I mean we’ll match the online company’s pricing.”
The store was his employer. The website was practically a foreign entity.
That’s a problem.
While unable to help me find accessories to improve my camera experience, the salesperson was, however, very well trained in selling the extended warranty.
That’s a problem. (Talk about kicking it old school!)
I got an auto email precisely 24 hours after I had abandoned my original shopping cart, asking if they could help me. Not aware of a transaction made in store. Two separate systems.
That’s a problem.
No follow up from Best Buy to help me use my new technology. No links to videos or other cool helpful content.
In the end, Best Buy got the sale, but it’s probably for the last time, after a good decade of complete customer loyalty.
Next time: Amazon.