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New Member
Posts: 2
Registered: ‎10-08-2018

Customer Complaint

[ Edited ]

I am extremely frustrated with your company. I purchased a Galaxy 9 Note that came with a free 32" TV yesterday October 7, 2018. I purchased it online and when I got the email of the confirmation of the order I noticed it stated that I was to pick it up. I changed it on the TV on who is going to pick it up and when I changed on the phone about who is going to pick it up it wouldn't let me. I then spoke with a representative of Best Buy via chat. They asked me many questions to confirm who I was and said they switched the name on who will pick it up. By the way it was my husband who was picking it up. So I got an email saying it was ready to pick up. So he goes down there to pick it up and is able to get the TV. He was waiting on the cell phone, but they said he couldn't pick it up because it didn't switch over to his name. They said it was a company wide issue with this phone when you switched it over to who is picking it up. They then said to me via the phone that it could take anywhere from 1.5 hours to a few days for me to get my phone. But I got an email saying it was ready to pick up. If I would have canceled it it would have messed up me getting a new phone anyway because it would reverse my ATT upgrade. So while my husband went to pick up my phone I had deleted a bunch of apps because I thought I was going to be getting my new phone that said was ready. What a lousy birthday. I wanted this phone. I chose your store because I like Best Buy. Now I am not certain I will use your company again. I am without a phone now because of your glitch. Your sales people were not helpful at all. I was talking to one girl then she gave the phone to another guy in mid sentence which is very rude. I would like to have my phone and be somewhat compensated for this inconvenience. Having my husband have to wait at the store for over an hour. Taking money from my debit card already for the phone and not having it. So very frustrated. My case number is {removed per forum guidelines}.

I wrote the above letter last night. I have more to add. My husband called the store today to check on the status of my phone and they girl said she has no idea when I am going to get my phone. Not one answer that could help me with getting my phone. Horrible service with your company. I just want my phone and my TV. Also I got an email saying my husband picked up the TV which is not true. It's a bundle package and he cannot pick it up until I have my phone. It also says its ready for pick up when I look at the order. Please let me know when I am to pick up my phone. Is it going to take a year? No one is being honest. Can you just release my phone for pick up?? I also don't like the way I have to contact corporate. There is no number to put in your incident number to check on your status. Oh by the way this is your Westminster store. My husband spoke with an Operations Manager Grace T. she had no idea when I was getting my phone. Please answer. 

Thank you, 

Rebecca {removed per forum guidelines}
New Member
Posts: 2
Registered: ‎10-08-2018

Re: Customer Complaint

Is there anyway else of getting a status update on my incident number. Why am I having to post on a forum and not talk to an actual person. I posted this six hours ago and no response. I want my phone. 

Posts: 3,954
Topics: 23
Kudos: 253
Solutions: 222
Registered: ‎12-23-2016

Re: Customer Complaint

Hi Rebecca,


The Note 9 is a great phone and I know how anxious you must be to get it.


I’d be happy to take a look into this to see if I’m able to get you an update on the status. At the very least I’d also like to look into the issue with the update on the designated pickup person as well.


Please reach out to me through a private message, by using the link in my signature below this post, with your name, email address, phone number and order number.


Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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