Best Buy review: max, customer svc. mgr. at santa rosa, ca store

On 1/29, I attempted to exchange an Armor Edge screen protector under its lifetime warranty. The site didn't have a new one to exchange and offered to have it shipped directly to my home. The rep. took my broken one and said, in writing, that I should expect my replacement by 2/8. Today, on 2/12, I tracked this item through USPS and it showed that there was pre-shipment info but that they had not yet rec'd my replacement. I called corporate and, after a very long wait and some attempts at problem solving, I was told that I could go into my local store and that they would give me an equivalent product to protect my phone. Her records showed that a replacement had been sent.

I repeated my experience with the customer service clerk and she said I need to contact corporate. I told her I had already spoken to them and asked to speak with a manager.

In walks Manager Max with a smirk that said, "oh boy, another stupid customer." I explained my situation and his initial response was a condescending spiel about the incompetence of USPS and UPS. Then he said, "we don't have any replacements to offer you." I was a bit dumbfounded and repeated, "you don't have any covers for an iPhone 11 in stock?" He said, "no, you're not listening to me." I tried again to clarify what he was telling and he kept interrupting to say that I wasn't listening. I said, if I find one, will you approve the exchange? He kept smirking and saying that I wasn't listening to what he was saying and that, according to his search, there are no covers in stock for my phone. He offered to refund my money, which I agreed to.

I walked over to the phone sales area and Kami, who was very professional, asked if she could help me. I asked where I could find a cover for my iPhone 11 and she directed me to 3 choices. I selected one and then realize that I no longer have the card that had been credited. She walked me to Customer Service and very competently reversed the return. I saw Max and informed him that FYI, there are, at least, 3 covers in stock, to which he responded, "I never told you there weren't any." I said that's exactly what you told me and he started mocking me, saying, "ha-ha, I always lie to customers." This guy has no business in customer service, let alone management of that department. He's rude, condescending, and lazy. He could've made this transaction a good one for us both but he didn't want to take the trouble and his ego needed to attempt to make me feel like I was out of line.

We have purchased tens of thousands of dollars in products from you over the years but this interaction will make me think twice before returning to do business with Best Buy in the future. If Max is an example of customer service management, no thank you!

BTW, you might consider replacing Max with Kami who is young, polite, and knowledgeable and much more deserving of praise and position than Max.