Best Buy & Geek Squad Policies

[rffontaine]

Hello,

Just wanted to share my recent experience with Best Buy's customer service. Long story short, I purchased some software online using my Best Buy credit card on Dec 2, 2011 and then canceled the order the next day. It was a pre-order, so nothing was ever shipped and I never received anything. My card balance was never credited the amount of the purchase. I called the customer service line beginning last week to inquiry as to when my card balance would be corrected. I was initially given an "authorization number" for what I have no idea because it wasn't explained to me. I called back again in a couple of days to check status and was told it would take only 24 to 48 hours for the credit to show up. Nothing ever happened.

I called for the 5th time yesterday and was continously placed on hold without being asked and then transferred back and forth between the card's (HSBC) service line and Best Buy's, each one saying that it would be handled by the other dept. I literally was transferred 8 times and talked to about 10 people. After the last person I spoke with said it takes 30 days(!!!) for a credit to appear back on my balance, I was placed on hold and then hung up on. 

I just called once again, placed on hold and then promptly hung up on (again). 

I would like to know a) why Best Buy even bothers with a customer service dept. because they are obviously insufficiently trained and b) why it would take 30 days for a credit on my card to show up, meanwhile I'm having to make payments on something I didn't even receive?? 

I just want the credit back on my card so I don't owe for something that I did not purchase. It should not be this complicated. I suppose it remains to be seen if I ever get my money back. Regardless of outcome,  I'm done with Best Buy after I close my card account. 

[rffontaine]

UPDATE: I just placed another call to Best Buy support. I was transferred to the HSBC line and asked to speak with a supervisor. The supervisor told me what everyone else at HSBC told me, that I have to talk to Best Buy. I asked her to conference call me in to a supervisor there. She did not. She just blind-transferred me into the main queue. "Crystal" picked up and seemed actually quite helpful, advising me that she would connect me to a supervisor, but eventually she just blind-transferred me yet again to HSBC. I spoke with yet another HSBC rep who advised me that Best Buy is supposed to call them with the customer in a conference call, to have the charges reversed. He told me I should just call the Best Buy number again and have them conference call them back or he can transfer me himself. Once again, hung up on while on hold. This is unbelievable incompetence. I was hoping I wouldn't be forced to open a case with the BBB, but that's my next stop.

[rffontaine]

UPDATE: Emailed Best Buy the first post yesterday at 2 pm cst, no response as of yet.

[Schuetze]

I understand your frustration. Best Buy claims to have Exceptional Customer Service, I'm not sure if anyone believes that I don't. I ordered a camera online. A few days later I get a note its backordered and will ship in 7-10 days. Today on the 18 th day they send me a note that I'll get a partial refund and that the item isn't available. The digital imaging section is cluless and they apologize and that's it. What an incredible operation. Amazon how I love thee.

[tommylvnv]

Best Buy claims to have the best customer service guarantee. I wanted to share my recent experience with Best Buy's customer service on 12/14/11 6:30 pm @ 6950 Arroyo Crossing Parkway  Las Vegas, NV 89113. I went to the store to asked both salespersons do you have the HP Touchpad in stock and they said “NO” and did not bother to check the system. Then I asked  them to call the Maryland Pkwy store to check inventory  before I make a trip over there. They both said it is out of stock at all the BBS and will not stock it again because it is a discontinue items. They did not even bother to make a call to other BB store to check inventory. I asked  at least a dozen of times for them to help me call the Maryland  store to check inventory but they refused to do so. I think the reasons why they refused to call because  “ why call when I already know so attitude” and that they are right and I am wrong. The salesperson had a bad attitude and was arrogant, very rude. ... Ignoring his own way, he insisted it was out of stock and then said he is the  electronic sales manager. After being refused to be help, I walk to the cashiers to ask her would she help me on calling to the Maryland store to check the inventory. Surprisingly she check her store inventory and confirmed that there were 13 HP touchpad units available in stock and in her own store. The electronic sales manager and his staff  should  be ashamed of themselves for giving me the wrong info, and being rude when I asked about how they price match local retail competitor's store.

I then asked for STORE manager and complained about worst customer service experience I have ever had. She didn't even apologize and said she had no idea why her staff did that and she would talk to them. She quickly want to brush me off thinking I am just another JOE having another complaining to make. She then asked me if still want to buy the HP touchpad at the full price. Why on earth would I want to purchase anything from BBS after a bad experience I went through. After leaving the store I called customer service to complain and gave them my phone number and name but as I am sure I will never going to hear from them again.

[rffontaine]

UPDATE: Still no response from customer service via email I sent on Tues 12/13. Will be opening a case with BBB today.

[rffontaine]

Yeah, I should have known better than to apply for a BB credit card. This is the second time I've been burned by Best Buy.

[Xanthis]

tommylvnv...  Please stay in your own thread, it doesn't make things go faster for you to receive help from a community member, and it makes things harder on the person whos post you are hijacking to get help as well.  Someone will be around to help you in 3 -  business days.

[rffontaine]

Called again Friday, Dec. 16th. After waiting on hold for 15 minutes, the person who answered hung up on me after I explained that I need a cancellation authorized on my card. 

It is clear that both calling and emailing are getting nowhere. I guess I shouldn't be surprised that Best Buy hasn't responded to this thread. 

[rffontaine]

I see a lot of Best Buy replies to threads here today. Why not mine?