BestBuy.Com

[fontso]

I usually don't write on community boards and prefer to resolve order issues with one-one-one

with a customer service person.  But escalating to a community board appears to be the

only way to get some direct interaction with a Best Buy rep.

1) I ordered a simple $40 PC power supply on 3/19/2012

2) Immendiately got confirmation email on 3/20/2012 informing me of BBY Order # and

Order in process of being fulfilled. Estimated arrival date: 03/27/2012 - 03/30/2012

3) Checked website for status order DAILY between 3/25-4/6 (today). Same status:

-Order in process of being fulfilled; Usually ships in 1 - 2 days

-Credit card payment info posted

-Item can't be canceled.

4) Growing impatient. No shipping info available. ...

4/5/2012 Called Questions About Your Order? Call us at 1-888-BEST BUY (1-888-237-8289).

But, no way to reach a customer rep.  

-Order in process of being fulfilled

- Answer prompt loop ends with NO WAY to talk to customer rep.

Best Buy's ORDER PROCESS IS BROKEN!

All i want is my order fulfilled as confirmed / promised in your email. 

NO FALSE AUTO RESPONSES PLEASE!

[Ryan-BBY Senior Social Media Specialist]

Hello fontso -

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

[fontso]

If you don't get timely results, get help from the Better Business Bureau.

https://www.bbb.org/consumer-complaints/file-a-complaint/get-started

Everything you submit will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business’s response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

[fontso]

Sorry Ryan I didn't hear from you.  Nice try though. You and the rest of the customer service team just takes too long to respond.

:

Received this email CANCELED order message instead:

There's been a change to the status of your order.
Your order has been canceled because we are unable to verify your address.
The credit card (or other payment method) used for this order has been credited. If you used a gift card and no longer have it, please call us toll-free at 1-888-BEST BUY (1-888-237-8289) and we'll send you a replacement.
If you used a Reward Certificate for this order, points will be reissued to your Reward Zone Program account within 3-5 days.
Item details are listed below.
Thank you. Best Buy Customer Service

So the ORDER SYSTEM is BROKEN!

In filling out inital order 4 weeks ago., I leave my contact info - email and phone number.  All indication from email confirmation and checks on your website and phone system clearly indicates the order was taken and confirmed.  If Best Buy needed to clarify address info, they should have emailed me or called.  But nothing.  Instead 4 weeks later, I get a CANCELED order email.  How the heck can Best Buy get away with something like that.  It's bad business.  It's misleading.  it's criminal! False advertising and inabilty to deliver.  It's time to shut down this business.

[Jesse-BBY Community Connector]

Hello fontso-

I hope this finds you doing well and having a great day!  I apologize for the lateness in my response and I appreciate all of your patience with us.

I am sorry to hear about the initial problems with your order that ended up having to be canceled.  I see that the reason this was canceled is because the address that was provided at the time was a P.O. Box which was undeliverable in our system.  While we can ship some things to a P.O. Box, most items need an actual physical address in order to have a completed delivery.

I do see that you were able to replace the order and that has been successfully delivered.  If you have any further questions, or need assistance at all, please don’t hesitate to let us know.

Respectfully,