If ever there was a place that needs self checkout stations!!!! This weekend I needed two simple items and I thought I would give Best Buy another chance. I had sworn off of them a couple of years ago because of their lousy customer experience with long lines at the checkout counters.

I breezed into a local Best Buy and quickly selected the two items that I needed. Easy enough. I headed for the front and the cash wrap.

Then I saw it!

Stretching all across the front of the store was a line of 30-35 people waiting to checkout. Wow! I was simply stunned that this many people were willing to waste their time on a nice Saturday afternoon. I looked to the checkout counters and saw just two flustered clerks. I had heard that Best Buy had solved their slow cash register computer problems but it appeared that this was not the case.

I quickly looked around trying to determine if there was a panic amongst the staff that would indicate that more help was coming. No, employees seemed to be going about their business as if nothing was wrong. This appeared to be a normal situation. I dropped my selections and headed for the door. I didn't and probably never will have the time or inclination to stand in line for 30-40 minutes to checkout at Best Buy.

If ever there was a place that could benefit from self checkout systems it seems this is it. Why should people buying small inexpensive items like batteries and CDs be in the same checkout lines as those buying computers, DVD players and TVs? Let the small sales happen with self checkout and the larger ticket items be handled by cashiers.

Best Buy like many retailers tries to sell extended care warranties at checkout. I suspect that the longer anyone stands in line the less likely they are to want to purchase any type of extra at checkout. "Ring my stuff and let me outta here." Somebody do a study please.

While I understand that not all employees are cross trained to run a cash register it still seems incredible that so many people are ready to "help" you find the products that you want while so few help you to actually make the purchase. Even if there were understandable temporal circumstances what could possibly have been more important for the store manager to do than get on a register or at least talk to the customers in line.

Sorry, Best Buy. You have lost me as a customer forever. Yes, when you are such a major retailer you only get two chances with me. You are supposed to have your act together. That's how you got to be a major retailer.

I rant, therefore I am.....a blogger.

Comments

[Steve Portigal]

I totally agree with your choice to get outa Dodge. Why do you think everyone else was willing to stand in line? At what point do they have a noticeable impact on business and have a financial incentive to do better?

[Patrick]

What do you expect? It's razor thin margins with employees who have no real allegience to their employer--you're going to get crappy service.

Low prices AND good service? Sure, it's not too much to expect but in today's Wal-Mart society it's going to be a rarity.

And all this focus on buzz and hype is part of the problem . . .

[david]

the problem is (all together now) that they JUST DON'T CARE. Not one bit. At all. Not the employees, not the store mangers, not the senior mangers. Not at all.

[Ross]

This is NOT a problem on just the weekens, being a stay-@-home dad I have been @ Best Buy a various times and their registers are always a MESS!