Best Buy & Geek Squad Policies

[notmeps]

I really thought a company of this level would have customer service down to a science but I wouldnt be hard pressed to say that a 15 year old selling tickets at sea world probably has the same skills as any BBY rep.

-4/1/10 purchased tv from store in Beaverton Oregon

-4/6/10 drivers would not work with me on a delivery time and said that I had to work around thier schedule

-4/8/10 recieved job offer in Califonia-was told by customer service rep that I could have the TV shipped to the new address after the move, no problem, wrong

-4/25/10 visit BBY store in Temecula CA to see about getting my TV or my money back. I was informed that they could do nothing since the TV was bought in Oregon and that I needed to return to that store to straighten it out

-After 2 years of BBY holding onto my money I was finally able to return to the Beaverton store to get everything sorted out on 3/27/12-yes I said 2 years with MY money and no TV

-While at the store the manager I talked to said he would have his store manager look into it but was afraid that since the transaction was almost 2 years old they were probably not going to be able to do anything about it.

-3/29/12 I get a call from that manager stating that yes it was thier mistake and that I had an in store credit for the amount of my original purchase since that TV was obviously discontinued. finally some good news

-3/30/12 I find a new TV at the store in Beaverton I would like, a little more than what I planned on spending but fine since they finally found my money. Im told that the TV is out of stock but the store in Tualitan has one and can be shipped to the Beaverton store on 4/3/12 and the salesman/manager told me he would personally call me when it came in.

-4/3/12 comes and no phone call

-4/4/12 I call the Beaverton store and I am told that the TV is not at the store and it should be on the truck for 4/5/12

-4/5/12 no phone call

-4/6/12 I call the Beaverton store and after being on hold for 15 min I am told by the customer service rep that all the guys in inventory are busy and that when it slows down a bit she will call me back. I was never called back

-4/7/12 I call the Beaverton store at 11am, cust rep tells me that he will check inventory, on hold for 20 min now. He returns just to tell me that the salesman/manager will call me back. ?OK? Its now 8pm, yes 9hrs later and no phone call. I call the store once again and I am told the manager is busy with a customer and will call me back asap. He finally calls back and I am too upset to even answer the phone. He left a voice mail stating that the Tualitan store cannot find my TV in thier inventory and that the TV is discontinued.

So yes, BBY now has more of my money and I still have no TV. Anyone care to tell me WTH is going on at BBY? I have spent thousands here but I will be taking my business else where from now on.

[Ryan-BBY Senior Social Media Specialist]

Hello notmeps -

Justin from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Justin-BBY Community Connector]

Hi notmeps, 

Welcome to the forums!

Wow, that's a horrible situation and I'm so very sorry that you've had to wait 2 years for a TV that you still don't have. I would not be able to stand not having a TV, especially one that I've already paid for and should have been delivered years ago. I'll do what I can to sort this out. 

I see that you've already called in about this situation and I've shared your expressed issue with the Beaverton, OR store's management to get their take on what's going on. Once I have updates for you, I'll let you know as soon as possible via private message, which you can access by logging into your account and clicking the envelope atop the page. 

Sincerely, 

[Justin-BBY Community Connector]

Good afternoon notmeps, 

It appears that you have a delivery set up for tomorrow, 4/11, for your new TV. If you haven't already, you should be receiving a confirmation notice this evening and again tomorrow before the delivery team arrives. I hope this resolves your issue and if there's anything else you'd like to share, feel free to respond. 

Regards, 

[Justin-BBY Community Connector]

Hello notmeps, 

I see that your service was completed, and I'm just touching base with you to ensure everything went smoothly. I hope all is well and if you need anything else, let us know. 

Best regards,