BestBuy.Com

[rwholst]

I'm hoping someone who can help will read this and be able to get me some answers.

12/17/11 - I ordered a TV using my rewards points and paid the $10 with my Credit Card.

12/19/11 - I received an order saying my order was canceled due to unverifiable information

12/19/11 - I called and spent 1 hour on the phone trying to talk to a supervisor which they refused to let me do. The opened a case # {removed per forum guidelines} to try and figure out why the order was canceled but the told me someone would call me and let me know. I explained I was ordering a Christmas present and wanted to use the rewards points but they said it would take 2 weeks for me to get my points back! So now I was stuck in limbo with no options but to wait

12/22/11 - I had to place a separate order for Work which had nothing to do with the first order and all seemed well.

12/23/11 - I received an email stating the order was canceled due to due to unverifiable information.
12/23/11 - I spoke to a supervisor and she said the ONLY thing I could o is call back and ask for the "Customer Relations" department.
12/23/11 - After 3 calls I was able to get to the "Customer Relations" department. The first two time I was routed to a sales department even though I specifically asked for Customer Relations. I had to open another case #  {removed per forum guidelines}
12/23/11 - After 45 minutes I was told they still do not know why my initial order was canceled but it was probably my credit card company denying the order.
12/23/11 - Called the CC company and they assured me that they let the $10 go through and there was no flag or any reason charges from Best Buy would not go through

01/03/12- Tried to get to the Customer Relations department again and the woman who was routing me insisted that I had to speak to the BestBuy.com people and transferred me without even listening to me talk. I was then told that my original case from the 19th was CLOSED as it was resolved but yet they could not tell me why the order was canceled!!!!!

So here is where I am now!

• I have no idea why my orders are being canceled, neither does Best Buy

• I STILL do not have my rewards points back.

• I am unable to place new orders and no one knows why.

• I have spent over 5 hours on the phone with Best Buy and have made ZERO progress resolving the issue!!!

I'm left wondering why I don't just walk away and spend my money with the competition as it would seem that the Best Buy customer server does not care!

Please prove me wrong Best Buy,
Rich

[Ryan-BBY Senior Social Media Specialist]

Hello rwholst -

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

[Sean-BBY Senior Social Media Specialist]

Hi rwholst,

Thanks so much for reaching out to us about the experience you went through regarding your BestBuy.com purchase.  I cannot imagine how upsetting that this would have been for you, seeing as you had to call in so many times and no one was able to provide a solid resolution.

I was able to look into all of the cases that were made for you recently and it looks like since posting, you spoke with some member within our Consumer Relations department.  It looks like they were able to resolve the concern of not being able to purchase on BestBuy.com (as I can see an order has been made recently), and also that your points were returned to your Reward Zone account.  If you don’t see the points on your account right now, please let me know so I can look into it.  As far as to why orders weren’t going through, I am showing the same thing that you were told; we were unable to verify your information.  Sometimes this is related to the credit card information; however it could also be information that was put in on the order that had some mix up.

I am glad to see that there was some resolution for this; however that doesn’t make up for the fact that you had to go through all of this in the first place.  I cannot express enough how sorry I am for this inconvenience and I appreciate you sharing this with us.  If you have any other questions, please let me know.

Regards,

[rwholst]

Well, after several wonder conversations with the Customer Relations department I still have NO ANSWER as to why this was happening.

I requested a call back from a manager which I received as a voicemail.

I have returned the call 5 times now over the span of a month and still have not been able to get a hold of this "manager".

I am befuddled as to why Best Buy has been treating a VERY loyal customer like this.

I have decided to no longer do my shopping at Best Buy and will encourage my circle of friends to do the same as I share my story of distrust and headache that  Best Buy has refused to address.