New Idea

To better serve customer service Best Buy should implement a live chat customer support feature on Bestbuy.com to help handle problems/general questions in regards to orders, adjustments, and price matches.

 

The phone support system is very dated and always problematic due to constant disconnects when transferred and then several reps not understanding what we are trying to explain in certain situations. And in regards to price matches and adjustments it would make the process more smooth, faster, and less painless for the consumer. There are several pros to having a live chat support feature on the bestbuy.com website:

 

  • It would give Best Buy another option to customer support taking some of the burden being completely on the phone reps decreasing wait time to customers.
  • Customers could reference specific pages or policies on bestbuy.com website to the live chat support rep by being able to link the pages in the live chat session.
  • Price matches and price adjustments process would be more efficient and less time consuming by the customer being able to post the best buy item product page and the product page of the store they are price matching much faster and more convenience by being able post the link of those pages inside of the live chat session with the best buy reps.
Status: Acknowledged

We do provide live chat on our website, and these agents can provide policy information and post-purchase price matches.

filmguy450

Unsure Who To Contact

Status: New
by filmguy450 on ‎10-24-2014 07:37 PM - last edited 6 hours ago by Social Media Specialist Social Media Specialist

I was writing a review for the new film "Snowpiercer", directed by Joon-ho Bong. Unfortunately, due to Bong being his last name (he is from South Korea), I was unable to use it in the review, as it was deemed "inappropriate language". I know the reviews get overviewed before being posted on the site, so I find it odd that there's no consideration for the need to use certain words sometimes; aka ocassional a movie's title will have a bad word in it, ie- "(edited per forum guidelines)  Year" (2010) (I had to slightly change the name of this movie because of the exact issue I am discussing), "Hell Ride" (2008), or "Queen Of The Damned" (2002). Included along this line is that some filmmaker's names (be it actor, actress, director, screenwriter, etc.) can have words not everyone deems okay.

 

Joon-ho Bong is a very popular director, and the fact that one can't use his full name (his last name, nonetheless) when reviewing his films is ridiculous. I purpose that the fine folks overseeing the reviews before using putting them on the site can deem what is inaproppriate when viewed in context.

 

Also, the circuitous manner in which I had to go to even find a place to post this (and I am not even sure this is the right place for it) was absurd. Why isn't there a "general issue" contact anywhere?

 

Thanks,

-Bobby

It seems like Radio Shack is the only brick-and-mortar store that still carries any kind of hobbyist electronics, and even then more of their stores are being pushed towards primarily cell phones and toys.  I think it would be great if Best Buy carried a small selection of development boards and prototyping kits as well as some of the basics (soldering irons/solder, wire, breadboards, resistors, capacitors, etc).  I'm mainly thinking of the most popular items in the community, like Arduino/shields, Raspberry Pi, Little Bits, Lego Mindstorm, etc.  Also, an online shop would be nice, especially if orders could be shipped to store.

 

If they had them in stores, it would also be cool for Best Buy to hold community events where someone explains/showcases something that can be made with one of the kits.

Status: Tell Us More

I'm not sure if that's the market we want to go into, but I would like to hear if others have any input on this idea. Make sure you vote for an idea if you like it.

skassa

De-select/ Select checkboxes on Shopping Cart Page

Status: Tell Us More
by skassa on ‎10-24-2014 09:45 AM - last edited on ‎10-24-2014 02:55 PM by Senior Social Media Specialist Senior Social Media Specialist
I (Srinivas {removed per forum guidelines}) am one of Best Buy customer and would like share an idea...Kindly look into this.

My IDEA - De-Select/ Select items at Shopping Cart/ Checkout - Provide checkbox(s) on Cart/ Checkout page to select/de-select items to place order with specific items from shopping cart instead of removing from cart and saving into shopping lists
 
I am trying to make more clear with below example
 
Ex: Lets say, I have added 10 items into shopping cart, now I would like to place an order with only 6 items and I want to keep rest of 4 items in my cart to place as a separate order.
 
The current functionality is that, I need to remove items from cart which are not required as part of current order and again I need to add those removed items to cart to place as a separate order
 
My Idea is that, instead of removing item(s) from Cart...provide facility to customer on shopping cart/ checkout to de-select items which are not required to place order at that time and de-selected item(s) should be available in cart (should not be removed cart). Its easy to place another order with rest of  items instead of removing and adding again to cart
 
To do this, my opinion is to provide checkboxes (select/ de-select) at Cart/ Checkout page. And when customer goes to cart page...by default all items should be selected ...If customer wants to de-select and place order with specific items can do without deleting any items from shopping cart
 
I did not see this feature in any of online shopping websites
 
Thanks,
Srinivas {removed per forum guidelines}
{removed per forum guidelines}
Status: Tell Us More

Would anyone else like to see this as an option? Make sure you vote for an idea if you like it.

BHCharlotte

Sonos Stand WSS2 in Black

Status: Tell Us More
by BHCharlotte on ‎10-23-2014 09:49 AM
Available in black and white at Sonos web site. These stands are fabulous but at Best Buy they are only available in white... Any chance that Best Buy can make them available in Black?
Status: Tell Us More

Would anyone else like to see us carry this in black? Make sure you vote for an idea if you like it.

Since the 20% GCU discount on new games does not apply to digital purchases, how about giving GCU members 20% back in reward points for digital purchases?  It keeps people buying games (or other merchandise) from Best Buy and doesn't leave them out of the rewards system for being a GCU member.  In a way, it kind of reminds me of the Shop Your Way rewards system they have at Sears/K-Mart, which is very popular amongst gamers, only it allows people to purchase their games the way they want.

Status: Tell Us More

Would anyone else like to see 20% back in rewards points when making digital purchases? Make sure you vote for an idea if you like it.

I_M_Patient

A customer contact suggestion for Iphone 6 Plus (submitted to H. Joly on October 21)

Status: Tell Us More
by I_M_Patient on ‎10-23-2014 06:03 PM - last edited on ‎10-24-2014 02:41 PM by Senior Social Media Specialist Senior Social Media Specialist

Monsieur Joly,

 

I expect you have legions of customers who are both eager and impatient to purchase the new Iphone 6 Plus.  Undoubtedly, Best Buy is doing its utmost to secure this product as soon as possible.

 

In conversations, with your team at headquarters and in the retail stores, I sensed frustration at being between the "Scylla and Charybdis” of your supplier and frustrated customers.  Admittedly, I am of the latter. 

 

There may be a silver lining to this cloud that would benefit both Best Buy and its customers.  For significantly less cost than the manpower required to answer phones, forums, and at the local level, sales inquiries; you could implement a text/email program that would NOT reserve phones but could keep those of us who intend to buy from Best Buy (and not Apple, etc.) informed of its availability.

 

UPS and many others—both large and small companies, provide this type of service.  It does not provide certainty, but it does provide information.  Importantly, it transforms the perception that Best Buy’s is a spectator in this process to a proactive communicator.  Additionally, it reinforces a positive bond between the customer and Best Buy (we are in this together).  Lastly, by creating a very simple interface that links to cell phones/twitter/email you are expanding your customer reach and building out your database.

 

To recapitulate, I respectfully suggest that you (even at this late hour) add a contact function that a prospective customer can input his or her cell number/twitter/email and indicate a frequency of updates (daily, real time, weekly) on the home page of your website/ mobile phone app.

 

Highest regards,

 

James {removed per forum guidelines}

Status: Tell Us More

We do already have a partnership with IFTTT where they will send a user notifications when the status of a product changes, a certain type of product becomes available, etc... Is this what you were looking for or does this need to be a Best Buy specific application?

Any chance you can do bigger packs that have more then 25 discs in them? I love the price but would love to see an offer from Dynex competitive to what other manufacturers of blank media have at BBY, 

Status: Tell Us More

Would anyone else like to see Dynex do this? Remember to vote for an idea if you like it.

Dval

Redo the recommendation emails

Status: Tell Us More
by Dval on ‎10-20-2014 05:34 PM

If you're a MyBB member and have made purchases, then you've gotten the emails a week or two later telling you to check out other related titles or to build your better experience.  Unfortunately, rarely are these any helpful.  The TV ones are decent as they recommend HDMI cables, surge protection, screen cleaners, GSI services, and the like.  Definitely good to have if you don't already.  However, a lot are terrible.  For my PS3 game purchases, it's recommending Google Play and WoW cards.  When I buy anime, it tells me that I might enjoy Saw and other bad movies (or at least ones that don't have any related genre).

 

My suggestion?  Have these emails tied to your purchase history to more accurately reflect items purchased on the same day/purchase (If I bought 4 HDMI cables, please don't tell me I might need more unless I bought 5+ HD sources).  For music, movies, and games, have the system recommend similar titles based off of genre, producer, studio, etc... 

 

Emails can pile up quick and I read through most all of them, but I usually delete these ones within 1-2 seconds because of how non-helpful they are.  Would love to see them change!

Status: Tell Us More

I'm confident this is already our goal, and it's disappointing to hear we are meeting these goals. Has anyone else had similar experiences with these emails? Remember to vote for an idea if you like it.

There is no way to compare ear bud sound quality side by side without buying them first.  The reviews are not all that helpful, sound quality can be more of a personal preference.  Also, I think customers would spend more on ear buds if they knew the sound was significantly better.  There is nothing worse than spending $100 on a ear buds to find out that they sound terrible.  I'm not sure how you could set up a demo area like the over/on the ear demo space, but if you could, it'd be a huge competitive advantage.

Status: Acknowledged

Yes, due to health concerns we will never have earbuds that can be tried out prior to purchase.

Keen

Add more detail to myBB pages

Status: We Did It!
by Keen on ‎09-26-2014 01:26 PM

Today the myrz.com website was shut down.  Now everything is folded into bestbuy.com.  However, in the new My Best Buy pages, the Point History page lacks the fine details the old myrz.com Points and Purchases page had.

 

Please add to the new Point History page:

 

  1. Expanded details for each transaction that show what we purchased.
  2. What the Order Number (and in store receipt equivalent) for each purchase is.
  3. The ability to print out these details, so we can essentially print out replacement receipts for our past purchases.

These are all features that existed on the myrz.com site.

 

Also add a new page that lists all My Best Buy promotions that are currently happening.  This was another feature of the myrz.com site.

Status: We Did It!

I did hear back on this and was informed that these features were added back on 10/1/2014. Thanks for the feedback.

As a consumer and frequent Best Buy customer I think it would be fair if BB could update their product inventory more frequently. In the search for the newest, most advanced, and safest products, BB is slacking, unless of course it is a new electronic device. When it comes to TV stands and accessories they only provide a limited, outdated, and overpriced selection of products. In my recent search for a shelf I found this Peerless Shelf as the cheapest product Best Buy online sells. This shelf is been discontinued, and is no longer being made. This tactic BB is using is outright decietful! 

 

Instead BB should update ALL of their products, like Video Games, Televisions, Computers, Phones, and Tablets, when the newest products become available. Or do not sell the product at all. Now I am forced to either use my BB rewards points for one measly, outdated, and discontinued shelf, or go to Amazon and buy a shelf made buy the same company with updated engineering, saftey features, and more shelving. Most of the shelves are also

 

Guess I will save my $15 in rewards for some candy and soda in the store and take my cash to Amazon. 

 

P.S. I am no English major, but this spell check does not work well.

P.S.S. Spending more money on products should not justify an extended warranty. 

 

 

Status: Acknowledged

Thanks for the suggestion. I can assure you we are always working to have the most updated inventory possible.

I don't like how we have to retype our gift card number plus pin each time we want to use our gift cards for online purchases. Can you guys make a feature that will allow us to add our gift card balance like my best buy certificates automatically to our online purchases at checkout?

Status: Tell Us More

Overall I do like this idea. I am concerned about problems that might arise by situations where a customer has given a gift card associated with their account to someone else. Would anyone else like to see this idea put into place? Remember to vote for an idea if you like it.

bobberuchi

Digital Download Delivery Kiosk

Status: Tell Us More
by on ‎10-01-2014 01:16 PM

I try to avoid digital downloads of games/software.  In large part becuase sometimes the servers are very slow.  It can take a very long time.  Sometimes the download was corrupt and it goes belly up after a couple hours etc...

 

I have a good internet connection, but sometimes I simply takes a long time from a lot of factors.  I can download a 5 GB game directly to my Xbox in less than 30 minutes direclty from MS.  Cannot do that when downloading from BB or GameStop.

 

What I would suggest is that Best Buy stores have a Digital Download Kiosk. 

 

Customers can buy a game in the store and download it directly to a USB Drive or an SD card.  Along with the intall files it also sends a .txt file containing the Activation Code, which is also printed on the receipt and or sent in an email.

 

This could have other benefits such as extra sales of large USB Drive and SD cards.  Point of Purchase as it were.

 

Customers could have a hard copy back up of their software

 

A kiosk could be linked to Best Buys Servers via a T3 or faster for very fast transfers

A kiosk could be loaded up with thousands of titles for download.  

Best Buy could see increased sales of older games without taking up shelf space.

 

A Customer could purchase a number of games on line and then come into the store and get them all at once.

 

Now I don't know if you can install a game to PS or Xbox from a jump drive.  If you cannot then this would diminish the value.

Status: Tell Us More

I like this idea. What are others thoughts on this idea? Make sure you vote for an idea if you like it.

scotsrule08

Best Buy Supporting Apple Pay

Status: Tell Us More
by scotsrule08 on ‎09-12-2014 11:35 AM
Today I was informed that Best Buy will not support Apple Pay at its retail locations. I am disappointed with your decision to not take Apple Pay. Please reconsider this, as the people who will use Apple Pay are the customers that we need. (Younger tech-centric crowd) These are the people that are ready to start shopping locally to have things instantly instead of waiting on shipping from online retailers. Now they just have another excuse to not come to our stores. Even if we just got them to come in once to buy something and use Apple Pay, I believe that they would see the 'New Best Buy' and realize that we are a valuable resource for their future purchases.<br><br>Goal of this. Enable Apple Pay at Best Buy locations. It is just prolonging the enevitable, wireless payments.
Status: Tell Us More

Does anyone else want to see us implement Apple Pay in our stores? Remember to vote for an idea if you like it.

During the Destiny release week BB offered a Gamer`s Club Unlocked subscription(GCU) for free with purchase of any PS4/Xbox One console. The promo was advertised very well thru BB.com and in the weekly ad but the in-store implementation left alot to be desired. Staff didn`t know how to correctly add it to the transaction & customers who weren`t aware of the promo weren`t advised when the on screen prompt came up either. This same situation happened when BB offered GCU for $60 several times earlier in the yr customers were better informed than the staff who even wrongly told customers the deal was over or promoted the $800 package instead.

There`s still two pretty big console releases coming this yr the Xbox One COD and Sunset Overdrive bundles not to mention some they may not be announced yet. I`d like to see BB make good and redo the deal while being better prepared when the deal goes live that way the boards are littered with upset customers that didn`t recieve the best customer experience BB wants to provide.

Also, is there a chance other consoles could also be included like the New/old 3DS, PS Vita, PS3, 360 & Wii-U. If you can score the console purchase you also score the warranty and add ons that come with new console purchases. And since GCU is BB only no other retailer can match the deal.
Status: Tell Us More

I am confident our store employees were made aware of this promotion, and if they were having issues setting up the purchase correctly they should have support to resolve those issues. Would anyone else like us to re-launch this promotion with upcoming releases? Remember to vote for an idea if you like it.

srlepapa

Don't Keep "One Day Sales" a Secret

Status: Tell Us More
by srlepapa on ‎09-27-2014 12:42 AM

If you want to really have a positive response to your "One Day Sales" you might consider promoting them a bit differently so as to inform the perspective buyer of the sale before the day of the sale instead of the day of the sale. More than once I have checked my email to see that Best Buy has offered a "One Day Sale" and it was yesterday or a couple of days ago, that doesn't make the customer, me, real happy to know that I have possibly missed out on a sale item that I have been wanting to purchase. In fact, it really makes me rather frustrated to find out that Best Buy is waiting to the last possible moment to tell me of a sale. Why? So they won't sell as much? I really don't know. I see no purpose to not promoting your "One Day Sales" earlier other than a great opportunity to irritate your customer base. Job well done! Mission accomplished! "New Idea", bring on the "You Missed the Secret Sale" and don't list the date.

Status: Tell Us More

I hear what you're saying and would like to hear from others on this one. Make sure you vote for an idea if you like it.

Pretty sure $10 offers are done for the 2014 release slate but 2015 should provide a new set of amazing titles. MKX should be either added to the $10 pre-order/purchase list or a $10 instant giftcard promo. Several of the last MK games had good BB promos attached would love to see the trend continue.

April 14 2015 Finish Him/Finish Her
Status: Tell Us More

Would anyone else like to see this happen? Remember to vote for an idea if you like it.

Having the ability to return items for an extended period during the holidays is great & always welcome. But this presents another issue that was certainly correct for elite/elte plus members. Price matching BB prices during the same time frame. It would make things a whole lot simplier to be able to price match an item I buy @ BB on Dec 12 when it goes on sale @ BB on Jan. 8 vs having to return/rebuy the item instead. I know from reading alot of customer feedback about being refused a price match so they simply returned the open item for a full refund then proceeded to buy a brand new one on sale.

This can`t be good since BB now has to sell the open box item at a loss no matter what condition it`s in b/c it`s not "new". Customers are too smart & it`s not worth the hassle to make them jump thru extra hoops especially during the most aggressive/competitive time of year for retailers.

The 2nd change would be allowing competitor post purchase price matching during the same time frame. Last year, Walmart made big press by stating they wanted to win the holidays & they went all out to reach that goal matching everybody. I`d like to see BB match the current major online retailers/local B&M retailers post purchase during the extended holiday return period that way I can lock up most of my purchases headache free. I understand price matching during Black Friday(Brown Thurs) thru Cyber Monday on`t happen which is fine but I`m sure you`l see plenty of sales in Dec and purchases using giftcards in January which all adds up too.

Status: Tell Us More

Thanks for the suggestion. I don't believe we have actually announced whether we would be having an extended holiday return or exchange period this holiday season, but my guess is we will be. Who knows maybe this year’s holiday return or exchange policy will include this suggestion. Would anyone else like to see this added this year? Remember to vote for an idea if you like it.

Keen

Better handling of pre-orders

Status: Tell Us More
by Keen on ‎09-10-2014 02:48 PM

Pre-orders are currently a pain, and there are several things that could be done to make them better.

 

1. Set a pricing policy for pre-orders.  Something like "you'll pay the lowest price from when you place the pre-order to when it ships".  Then make the changes on BestBuy.com's back end to make the policy work reliably.

 

2. Under an account's Orders page, add an 'Open Orders' or 'Pre-orders' filter, so we can easily find and manage all our open pre-orders.

 

3. Adjust the Price Match policy.  Currently, we can only PM when placing an order.  For a pre-order, this means we're expected to cancel the existing order and place a new order with the PM in place.  Make it easier for orders that haven't shipped yet to be PMed.

Status: Tell Us More

Does anyone else have anything to add to this idea? Make sure you vote for an idea if you like it.

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