BestBuy.Com

[ShipItAlready]

Hello all. This is a copy of the e-mail I sent to customer service a few minutes ago... perhaps I'll have more luck if this gets publicized. If not, I'll start contacting regional managers until something happens, because if Best Buy thinks they can jerk me around endlessly, they have another thing coming.

"To Whomever It May Concern,
   I've done my best to not be angry with the customer service department, but I've lost my patience. This will now be the 7th time I've contacted customer service (2 by e-mail, 5 by phone). At this point, fulfilling my order simply isn't good enough, because I've had to talk to customer service every day for the last week... now I expect Best Buy to make up for this absurd amount of frustration with a gift card or considerable future discount. I'll start the story from the beginning.
   I ordered this game over a week ago (11/30/2009) and after a couple of days when it hadn't shipped, I e-mailed customer service asking what was going on. I get an e-mail back saying it's backlogged and to call customer service if I have a problm with receiving it in 2-3 weeks. I call customer service and they tell me it has actually already shipped and my tracker just wasn't updated. Next day, when it still says "in process" on my order page, I call again, and this time I am told it is "being released to you" and will ship tomorrow. When it doesn't ship the next day. I call again and am again told it is being released and will ship on the next day.
   Then I call again when it hasn't shipped and am told that it is still in process, no one knows what's going on with the warehouse, and my order can't even be changed to "pickup at a store" because of the nature of it being in process. I was then given the number for the shipping people, despite it not being my job to track down your orders, and I then called the number I was given. I was told that they simply "could not find the game on the shelf" even though it was listed as being in stock and that's why it hadn't shipped yet. I was then asked to leave my number and was promised a manager would call me back in a few minutes. It's now the next day and I still haven't received a call.
   To summarize, not only do I want my order, which has been impossible to get any information about or be shipped as it was suppose to be, but I also expect some sort of consolidation for this entire fiasco.
   I've been a loyal customer of Best Buy for years, but have never ordered online before... I only hope you can show me it wasn't a mistake. I ordered another game off Ama zon (appearently the forums won't even let me list the name of a competitor... hence the space) last night on Super Savings Shipping, which means it's projected to take 2-3 weeks to be received... it shipped five hours after my order and will be here tomorrow. So, I ask you, please settle things with my order and find a way to make this right with me.

Cheers"

[ShipItAlready]

I see representatives posting and messaging other users... but no response here? I was hoping the online staff might be more helpful than the phone staff, but maybe I was wrong. It appears no customer service from Best Buy has a clue what's going on or how to get me what I actually bought... absolutely ridiculous. Time to start contacting managers and corporate relations staff, because I'm not going to just go away and wait. I'll even go to the Better Business Bureau or talk to newspapers and customer satisfaction sites if it comes to that. I've tried to be nice, patient, and understanding that it's a busy time of year, but enough's enough.

[jack001]

Keep us updated, I want to see what else you'll be able to do..

My story is similar to yours, except I ordered a TV (a high value item!) and it was two months ago...

[Atomic]

This year I decided to do all my shopping online. I  placed an order on 11/30/2009 as well and it is still marked as 'InProcess'. I've tried contacting Customer Service via email and this is the response I am sent:

Best Buy Customer,

This message was automatically generated in an attempt to answer your question as quickly as possible.

If you are contacting us to cancel, or modify your BestBuy.com order, please call us at 1-888-BEST BUY. (1-888-237-8289)

Thank You.
Best Buy Customer Care

There was absolutely no information regarding my order in that response and I still have not received a follow up 3 days later. It shows only an attempt to keep their average response times low. Judging by your response ShipItAlready it appears calling them would do me no good.

I've order thousands of dollars worth of items online for this holiday season. Bestbuy.com is the only one that has not processed and shipped the item the next day. It is listed as available 'Online Only', and unfortunately exclusive to Best Buy at this time, so I cannot just go purchase it in store or somewhere else. Even the large ticket items I have ordered from other sites after placing this order have already arrived at my home!

As a courtesy I would really like the shipping bumped up to overnight to make up for the delay.

[ShipItAlready]

I'm sorry to hear so many people are having similar problems... Especially with big ticket items like TVs and computers... it really is absurd. I've finally gotten my ordered shipped however, no thanks to Customer Support. I had to contact a manager, who then put me in touch with the Vice President of Customer Care for Best Buy, who personally took care of my order and saw to it that it was shipped. I haven't received any discounts / gift card / or anything to make up for all this crap, but at least it finally got shipped. I won't be ordering from Best Buy Online ever again, but it won't stop me from buying in an actual store if they have a sale or something I like... as long as I can see the item and pick it up right then, alright.

To anyone still having problems, here's my advice. If the people on the phone can't help you within 1 or 2 calls, they can't help you period. You'll have to take matters into your own hands and start moving your way up the food chain until you reach someone with actual authority. You can contact a local store manager and tell them you're having problems and see if they'll help you, if not, try a regional manager or corporate staff member. I worked with the phone service so long because I was trying to be understanding given the time of year and what not, but after awhile, you just have to move on to bigger fish. If you aren't proactive about it, they're going to just work on orders that have people complaining and you'll get pushed to the bottom of the queue and forgotten. Don't just get stepped on my brothers.

[Dorothy-BBY Community Supervisor]

Hello ShipItAlready -

Welcome to the forums!  Our team is diligently attempting to address each and every concern in the order they are recieved, and I do apologize about the delay.  Aaron, from our Community Connector team, will be reaching out to you regarding your recent order.  You can expect to hear from him in no longer than 3 -5 business days. 

Thank you!

[Aaron-GS Community Connector]

Greetings,

I can imagine how anxious you must feel for your order to arrive, especially if delivery has taken longer than you originally anticipated.  Please keep in mind, however, that the order processing and delivery timeframes listed on Bestbuy.com are only estimates and may be subject to change based on product availability.  For more information I would strongly encourage you to check out the following links:

What do your availability messages (usually ships in 1 business day, 5-7 days) mean for my product?

BestBuy.com Shipping & Delivery Basics

I have sent you some additional details, so please keep an eye on your private messages.  You can check your private messages by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.