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I just had one of the worst experiences of my retail life trying to fix a Best Buy pre-order issue both online and in store.
I pre-ordered an item online after receiving an email from Best Buy saying the item was now available for pre-order. I had a Best Buy gift card and a pre-paid VISA gift card. I wasn't entirely sure of the VISA gift card amount so I entered the Best Buy Gift Card and the VISA Gift Card information. When I hit submit, the order said it had been completed. I expected a further notfication if there was a balance due or an issue with using a pre-paid card. Instead the screen said my item had been successfully pre-ordered. I received a second email shortly after saying there was a problem with my payment information. When I called the Best Buy phone number to resolve it, they instructed me that I could use my credit card to pay the balance if I went to the nearest Best Buy store IN PERSON. So off I went.
Allow for multiple gift cards and/or credit cards to be used in online purchases. Best Buy sells large ticket electronics. I can only imagine how many gift cards are used to make these purchases.
So off to the nearest Best Buy I went. Once the customer support team was able to pull up the order, they were only able to release the "hold" on my order and not accept or change payment information. They said they needed to call their employee help line. They were on hold for 23 MINUTES until I couldn't wait anymore so I suggested I would just cancel my first order and just use my regular credit card to re-order. I wanted to use the prepaid VISA and Best Buy gift cards but it was not worth waiting any longer. However when I went to cancel my order online, I hit the cancel order and literally nothing happened. I was now unable to cancel my order or confirm payment online. I showed the customer service rep that it wasn't letting me cancel so they said they would need to call the help desk. AGAIN. This time we waited until the help desk finally picked up 27 MINUTES later. After a brief discussion with the help desk, the rep was told he needed to be transferred to another help desk to assist with this pre-order. After another 5 minutes on hold, I said I had to leave. I asked him to please just find a way to cancel my order. He was able to cancel my order on his terminal. I then just re-ordered online with my credit card, unable to now use my Best Buy gift card as it would take 48 hours to be credited back.
Hire more people at the Best Buy employee help desk. Or give them more capabilities in store. Two employees spent nearly 50 minutes sitting on hold trying to assist me which meant they couldn't assist anyone else in the store for almost that hour.
And of course I now went past my first hour of free parking. And they don't validate and couldn't even give me a credit for the amount I now had to pay for parking. It was only $2 but it was the point of it all. I've never left more frustrated with a customer service experience in my life.
Here's the situation. I'm at Best Buy, purchasing an item. The cashier asks me, "Please verify this information is correct."
I look at the kiosk, and, of course, my address is wrong. I say to the cashier, "No, it's incorrect. My address is several years out of date."
"Oh, you can change it at bestbuy.com. I can't do it here," says the associate.
I'm a logical person. If there's no way for the cashier to change my address information, then why do they ask me to "verify" it's correct? That makes no sense. There's even an "accept" button on the bottom of the display. No, sir, I do *not* accept this address. It's wrong. But I can't change it. What, exactly, did I verify?
Moving on, I decide to go home and visit bestbuy.com to update my address. Only to find out it's not possible. I'll repeat that: It's not possible to update your own address at your account at bestbuy.com. You can update your shipping address, but this is not the same as your account address.
I guess I should be thankful that Best Buy doesn't have my correct address as it saves my mailbox from being stuffed full of worthless advertisements, but it's still very annoying that every time I make a purchase at a store, I'm asked the same asinine question. And then an incorrect address appears on the screen. "No, it's not correct..."
Then I rage silently to myself. I even asked one associate, "Does it matter if it's correct?" His jaw dropped.
Everytime I go to bestbuy.com I always get a store that is not local as my "preferred store". It's usually a store way out of my zip code. If I select a preferred store when I sign in, why isn't it automatically my store when I log in? Please update your website for Preferred Store to be the default store automatically rather than ALWAYS having to change it.
Example: Being in North Jersey, I should have the Rockaway NJ Store be my closest store, not Whitehall PA. When I sign in, Rockaway is my preferred store, but Whitehall PA is defaulted.
Please fix this! This is pretty annoying to deal with every time you log into the website.
I'd like to suggest that you have higher tiers of elite status? I've spent over $50,000 year to date so far and it doesn't look like that will stop anytime soon. I'd love an Elite Platinum or something like that that gave me even more cool options and perks...just a thought :-)
This is a filter that allows you to see items that have been recently added to BestBuy.com (not the same as release date) so you can see what new products have been added to the website.
This would be a simple implementation as the framework is already there and there is already a simular filter exists for pre-orderable items.
The filter would use data assumed to be already in the item database and can have a 7 day, 30 day, and/or 90 day checkbox option or an order-sort based on when it was added.
I personally would love a feature like this because I like to pre-order games and keep my technology new and such a filter will save me hours of research and searching manually through the website for products.
Vote Me Up!
The 24/7 Elite customer service line is not helping anyone and only frustrating customers The line is limited to My Best Buy program questions only, which include the following as stated;
* Points Balance
* Reward History (Last 5+ transactions)
* Certificate Status
* Attach Missing Points
* Points needed to next certificate
* Spend needed to reach next tier level
Who has urgent questions about points balances, certificate status or spending amounts at 3:00am in the morning? All of these issues can be resolved during the day. The forums and moderators are already an excellent option to resolve anything related to these issues.
If keeping the 24/7 hotline and spending resources to maintain it then make it worthwhile so customers really appreciate it. Time sensitive items such as; Price Matching (we do shop at 3am in the morning!), questions on products or shipping/order status inquiries should be accessible.
If not able to provide help for these issues then get rid of the whole thing and replace it with a new perk that is actually usable to customers.
I'm not sure maybe I'm wrong. I would like to see if there are any figures showing how many customers have been helped by the 24/7 hotline. I'm assuming it is very costly to keep up such a service. I would hate hotline reps losing their position but move them to something else or give them access to resolve issues that really matter and/or are time sensitive.
I've noticed that Amazon & Target deliver pre-ordered CDs/DVDs/Blu-Rays on the release date (assuming that the pre-order sale occured far enough in advance to acommodate the actual shipping time). I've pre-ordered movies weeks in advance on Best Buy and they never ship until the release day. I'm an elite plus member, so at least I get my stuff by Thursday (for a Tuesday release), but you'd definitely be more competitive if you delivered on the release date.
Adapt Technologies, LLC is an American made manufacturer of LED lighting located in the Philadelphia area. I would like to see about having our T8 lamps installed in Best Buy stores. Please put me in touch with someone I can talk to about this. Thanks. Bob Stecker - Sales Support Specialist - Adapt Technologies
This is the third time this has happened, and Best Buy has lost a LOT of money from me. I work in a business and I have been buying computer related items, and a LOT of them. I see what I want on your website, but when I look to see if it is available at my local "27858" zip code store, it won't let me see unless I "create an account". I do not want to create another account to get bombarded with emails. So, I go straight to Amazon and opt to wait a day to get it delivered. When I want to know something, I want to know it right then. All other sites allow me to change stores without a hassle.
Then to top it off, I can't find an email to send in a recommendation, I see ideax. To post there I have to set up an account. Wow! So I set an account up and then I have to choose an avatar? I am out. Sorry Best Buy, I don't know what college educated guru you hired to create this fiasco, but you need to hire an experienced business person to work this end of your business. Unfortunately, the same team that came up with the idea that forces you to create an account to do anything on your site, is probably the same team that will read and delete this email. SMH.....
I've purchased several Apple devices from Best Buy and I noticed a lot of stores write all over the boxes (as shown below). There should be some sort of company-wide initiative to stop this, because, especially around gifting times, it's an eye sore and to be honest on a premium product it just makes it look cheap (not to mention everyones handwriting styles vary and that one is clearly terrible). There's probably a cleaner, more presentable way to do it, in the form of some sticker that's easily removed (like address labels, not like those yellows ones that they put on CDs that tear into micropieces and leave behind residue).
Best Buy should consider secure smartphone charging stations as a customer amenity. The smartphone "power gap" is real. Snap, tweet, pin, igram, Facebook, Vimeo, youtube, games and shows all on a smartphones make it so. Incremental traffic, longer dwell times and bigger baskets may be a by product and those are good things.
There is something I want to buy but Best Buy doesn't carry it. There are lots of similar items at the store and at bestbuy.com but none that actually do what the product I want does. I asked the chat person and the VERY BEST they could do is tell me Best Buy doesn't carry the product or a product that does what I want.
It would be really nice if there was a spot somewhere that Best Buy could listen to customer requests and someone who would at least be able to look and respond and say "yes this would be a great item to carry" or "no, this would not be a good item for us to carry". At least we would feel like we are a part of the family.
Some open box items don't have a "justified" markdown on them. As an example, if I'm looking at an open box Apple Watch they're 9% off for something that someone could have had for 14, 30 or 45 days and could have very well sweat in, etc. Looking around at all my local stores, all seem to have a fair number of these available on hand, presumably because for $30, most people opt to probably buy it new and sealed, just because people's hygiene standards and activity levels are different.
Although I'm using a Watch as an example, this could apply to other things around the store such as Monitors/TV's (where you have to wonder how long they were used/left on for); laptops (where you wonder about how many battery cycles have been used); etc. Adding double or triple points to these, where in most cases you're [barely if not] just saving sales tax would be an added incentive to purchase these and add more confidence to the purchase.
Double points could apply for certified condition items and triple points for excellent condition items; items below excellent condition usually get a pretty fair markdown but if you wanted to be nice these could get triple points as well.