Fry's Electronics Complaint

Fry's Electronics Complaint

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Horrible Customer Service In-store - TV and Blu-ray


I went to the Fry's located off of Executive and Northwest in Dallas, TX in search of a new TV. I have never purchased a television before and had a lot of questions. I noticed almost immediately that the young Hispanic salesmen would not make eye contact or would go out of their way NOT to be available to help me when I would walk up to them. Twice, I had to take televisions off of the shelf, go to their main station and ask about the features on them as the stickers on the shelf did not include the information I needed. (I am a young female, so this became cumbersome very quickly.) Twice I was finally able to get the attention of a young salesman. His demeanor was that I was keeping him from something/someone else and once he was done answering my questions, he would disappear. The last time he assured me that if I needed anything, to come and get him. (This was maybe an hour or so into my time there of a total of three hours; I did not see him again at all.) I ended up using the infrared scanner or my iPhone to get information online about the televisions. Eventually, I was greeted by an older gentleman who was a lot better. He told me again to come and get him when I was ready. When I went to find him, he saw me, didn't acknowledge me and walked off with another customer. I understand if he was already helping someone but he could have at least motioned to me that he would be right back. An African-American woman who appeared to be a manager saw this exchange and asked me if I needed help. She was very friendly and patient. She finished up the transaction after giving me a lot of help with choosing the TV and what to look for in a Blu-ray player. She is the only reason I purchased at all. When I got home, I couldn't bring myself to take the TV out of the box. I thought about how hard I work for the money I make and how I really couldn't enjoy the products I purchased knowing how rude and disrespectful the sales staff was (with the exception of the manager). It left such a bad taste in my mouth. I have worked in management for several years for a popular furniture retailer and I know that this staff at Fry's doesn't yet realize that ultimately, everyone loses when you have a job serving the public, but try to be selective in who you want to serve. Cherry-picking customers never works in the long run. I returned the TV and Blu-ray today. Even then, I had another young male who barely acknowledged me, didn't ask or seem to care about my reason for the return. He did not attempt to try to salvage the sale or see what he could do to provide me with a better experience. I will be shopping Best Buy next. Hopefully the experience will be better.


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