03-21-2012 04:29 PM
After 15+ years (and untold thousands of dollars spent) as a satisfied Best Buy customer, I've had an experience so frustrating that I'm not sure if I'll ever set foot in another one of their stores. Even as their sales team became less knowledgeable over the years, i.e.; focusing more on trying to sell you an extended warrany than on getting you the product that best fit your needs, I continued to shop there because overall, customer service was generally quite good.
My dealings with BB over the past two days reminded me of the last time I tried to purchase something at Circuit City before they went under a few years ago - incorrect information over the phone and website regarding inventory, followed by more incorrect info from a "customer service" rep after wasting a trip to the store. Then, of course, a txt 2 hours later saying my product was, in fact, in stock. Of course, when I went back to pick it up and have my coupon applied, I was told they can't honor it, as they have to wait two hours after picking up an online order to do any sort of adjustments. Why exactly? "Because that's just how our system works", I was told by the manager. So this of course will require a third trip back, for what should have been a very simple transaction.
I'd like to explain the situation to someone who is in a postition to make sure this is addressed, and doesn't drive more customers away. Can anyone recommend the best way of escalating this? Should a letter be sent to the store manager of the location where all of this happened, or will it get more attention if it's sent to someone in charge of customer service issues at the corporate level?
Thanks in advance for any and all advice.
03-22-2012 07:59 AM
Welcome to the forums!! First, it may take from 3-5 days for a BBy moderator to get back with you. Now for your complaint process. Get a pad and a pen and keep it next to you. Get NAMES/DATES/What was said etc. Next I would copy your post here and paste it to a MS Word document. This will save you time when explaining your issue to other agencies. Just copy and paste it when needed. Google the name and address of the store you purchased the product, His manager, his manager etc. Write/e-mail your concerns to all. Keep copies of all e-mails/letters. After giving them and this forum time to resolve your issues start filing complaints with the BBB and the FTC. Write/e-mail your state agency for consumer issues (again Google to find names/addresses). There are many complaint sites you can post your issues as well (Pissedcustomer/my 3 cents/rip-off report). Many companies monitor such sites for complaints against them. A call to your local TV stations consumer watchdog desk is an option as well...might even get you on TV...your 15min of fame awaits!!! Bottom line....keep detailed records/copies of all correspondence. Be firm but be polite and DO NOT QUIT. I followed the above process. It took me 9 months to finally resolve my issues with the Veterans Administration but in the end I won my case.
03-22-2012 10:53 AM
03-23-2012 11:41 AM
Welcome and I'd be glad to serve as the point of contact for your order situation. I'm sorry that you've had these troubles and I'd like to see how I can further assist, so I'm sending you a private message. To view your private messages, ensure you're logged into our forums and click on the envelope icon in the top right corner. If you have any other questions or comments, feel free to reply to this topic, or if you'd prefer, you may send me a private message by selecting the link beside my name.