Best Buy & Geek Squad Policies

[jpope1]

I purchased a Cannon EOS Rebel T21 from Best Buy after a lot of research and pricing. Although Best Buy didn’t carry for the lowest price I decided to purchase from them anyway because of the recognized brand name, their claims of reliable delivery, and easy to access customer service should anything go wrong. I don’t mind paying for a little peace of mind.

After placing the order and purchasing next day delivery I received an email the following day stating the package had been shipped and providing a routing number.

When I attempted to track the package the tracking number provided by Best Buy was listed as incorrect.  I waited a few hours to see if the system just needed time to update however, as time passed the number continued to be useless.

I called Best Buy and they stated UPS would need to follow up on this because the package has been shipped and was now the responsibility of UPS. Fine, I called UPS and was informed that the package could not be tracked because there was no information attached to that tracking number despite them (UPS) generating it. They (UPS) suggested I call back Best Buy because they would need to contact UPS with this information to ensure timely delivery.

I called Best Buy, retold the story to a new representative (Rando?)  who listened and then told me, as I finished the story, that he had had reshipped the item. *SIGH* Why Rando? Why?

I asked him not to do this because my issue was not with the package being shipped, I only wanted to verify the tracking number or have their (Best Buy) representative contact UPS to correct the situation. He then told me he would transfer me to another ‘customer service’ rep who could “better assist” me with the situation. He of course did not introduce us or explain the situation to her before the transfer so I had to start back at square one.

After my explanation the new customer service agent checked several screens for about 10 min and then basically reiterated everything I told her in the beginning of the call then told me she was going to consult with someone who may have more information.

 After holding for another 10 min she returned to say that because the item was reshipped the tracking number would not work and that was why I was having issues looking up the package. As she is telling me this I receive an email saying the item has been reshipped. *SIGH*

See the problem? If not please re-read paragraphs 5 and 6.

I informed the representative that this problem existed prior to the reship and asked that she please provide an answer or solution to my original problem. She couldn’t. I asked her to transfer me to someone who could.

So now I’m talking to Tamara, the supervisor at customer satisfaction or something of that nature. At this point my head is spinning.

She tells me that my package is “lost” and Rando (see paragraph 5) should have never reordered because now we have a whole new can of worms.

ME: Well Tamara, what should I do? I need this package here today, the day you guys told me it would be here. If you can’t get it here today I need to know when it will get here so I can adjust my plans to be home and sign for it. In other words I’m going to need a tracking number.

Tamara: Can’t tell you. I don’t know. We shipped the order again if you don’t want it when you get it you can send it back and we’ll refund the money.

Me: So even though you guys already mailed one camera and have told me that it is in route despite UPS saying otherwise, you mailed another one?

Tamara: Yes

Me: So I’ll get two cameras? Will one be free? Should I be happy for two cameras or sad because the original one was never really coming and you’re telling me that I’m going to have to wait two more days for the ones you guys just shipped?

Tamara: The original camera is now lost and that means that we’ll submit a “Late / Lost Report” and basically UPS will be responsible for that lost item. You will receive the reshipped camera within 2 days.

Me: Is there someone who may be able to give me more information or provide a more convenient solution?

Tamara: No.

Me: What about a supervisor?

Tamara: I am the supervisor. The only one above me is Corporate (The Great Wiz? Who is this Corporate?). Would you like a fax number and address to mail or fax a complaint?

*End Convo*

In general, as of this message I have received no further assistance or communication from Best Buy with this matter.

My suggestion to potential customers, if you’re savvy enough to navigate this message board you’re savvy enough to find the same electronic equipment somewhere else online for cheaper and have it shipped to you quicker. Maybe you’ll be lucky enough to find a company that will be smaller and probably have a real customer service rep that can HELP instead of sending you on a journey to the great and almighty Corporate for simple answers.

If you do buy from Best Buy online add on about 5-7 days to whatever delivery date they tell you and prep for maximum frustration.

Personally, I’ll never buy from Best Buy again. I’d rather give my money to a company that lives up to its promises to customers, or at least cares enough to correct mistakes and satisfy the customer when they fail.

[jpope1]

Talked to UPS again and according to them the item hasn't actually been picked up by UPS yet. That's why the tracking number isn't working.

When Best Buy sends you a tracking number, as with most business shipping, that number is generated when they print the delivery label.

The number isn't valid until the driver scans the label when he or she picks it up.

Despite sending me an email on 11/22 at 9:56pm stating the item had been shipped this was not true. The item had been prepped for shipment but UPS had not received it yet and as far as anyone knows, UPS or Best Buy, it still hasn't been picked up hence, my tracking number is still not working.

The problem contines.

The only thing I could be garunteed was that the item would NOT be arriving today.

Why did it take me making all these calls to identify the problem? Isn't that what customer service reps should be doing?

Is my camera getting here anytime soon? Three days into a next day order and the camera hasn't been shipped yet.

[cr_client]

How can you be three days into a "next-day order" if the e-mail about shipping was received at 9:56 PM yesterday?

Any time "next day shipping" is selected, there is ALWAYS a cut-off for next-day delivery. I would NEVER expect an item that was ordered long after business hours to actually get shipped that same day and arrive the next day. For most online stores the cutoff for next-day shipping is early-to-mid afternoon, to allow time to process the payment and pick the item and box it up for shipping before the UPS/FedEx pickup is made. Even A*zon doesn't do next-day shipping after a certain time of day.

If the item was ordered last night after the last UPS pickup of the day, it will get picked up this afternoon/evening and be on its way. If a next-day option was selected, it should arrive tomorrow.

The only guaranteed way to get an item the same day you purchase it is to buy it in a Brick & Mortar store. Based on the shipping e-mail, your order probably wouldn't have even been ready for in-store pickup until the next morning.

There are a lot of inconsistencies in this story, especially the alleged 3-day time frame. If the item was ordered on a weekend, then, well, UPS doesn't usually pick up or deliver on Sundays.

[jpope1]

The order was placed on 11/19 around 3pm. I gave a grace period to Best Buy with the assumption that since it was after 12pm on Friday perhaps the order would be counted as placed on the next business day. If you're confused that would be Monday, as in Yesterday.

I would never expect to receive a package the same day I ordered it, that's impossible.

It had been in the "In process" status since the order was placed on 11/19.

According to BB the item finished processing and was shipped out yesterday with an expected arrival date of today. In reality that didn't happen.

If you need me to clear up anymore details just let me know before you take on a condescending tone with someone who's only looking for answers and trying to help other people who may be experiencing similar problems.

Peace

[Jacob-BBY Community Web Planner]

jpope1,

It is definitely unfortunate that your BestBuy.com order for a new DSLR did not go as planned.  Upon research, I see that both the original and reshipment have shipped and the reshipment is actually out for delivery right now.  While the agent was trying to create a quick resolution to the original issue, I do feel that the reshipment was processed too early and did not allow enough time to confirm shipment of the original.

I see that your DSLR did arrive last Wednesday - a day later than estimated.  Our warehouses will generate the UPS label and it is at that time that you will get a shipment confirmation, with the tracking number.  You're correct that it will not show in UPS's systems until it is scanned by them.  But, it is actually rather common this time of year for a warehouse to be slightly backed up.  In this case, while your item was boxed and labeled on time, it didn't actually make it out of the door on time.  Unfortunately, this will happen from time to time and it is something that our customer service should have explained when you initially called.

There are other circumstances that could have been outside of Best Buy's control here, too.  For example, there could have been a shortage of UPS trailers waiting for pickup at the warehouse due to weather or other issues.

I have requested an intercept with UPS on the reshipment that is currently out for delivery.  However, since I am requesting it so late, it will probably get delivered.  If it does, please return it to us with the included return label or by returning it to one of our store's.

Best regards,