BestBuy.Com

[stingray2001]

Costumer service for on-line orders has been instructed not to allow customers by any means cancel an order once it has been placed!..My expanse was this...I placed an order on line on a Sunday. About an hour later I tried to cancel my order, I was told I could not because it had not been proceed and would have to wait for it to get processed.

I then received an email stating my order had been processed. I then called to cancel (this is still the same day, Sunday) was then told I could not cancel my order because it HAD been processed. So which is correct, it would seem neither. I called back again asking for a supervisor I was told none where on the floor, but Jenny the rep would be glad to make things right. When I told her my story, she was very sorry for my inconvenience, and told me that it was no problem and told me she could cancel the order and I would get a confirmation tomorrow (Monday) After I got off the phone with her something didn't feel right, so I checked online and my order was still there.

So once again I called customer service and asked if he (now Matt) could check my order and confirm it had been cancelled. He said no it hadn't and couldn't. Now you tell me how within a few hours without having been shipped you can't cancel an order! I had been deceived by Jenny, thinking she could simply blow me off! By making sure it would be too late to cancel my order.

This time I demanded to talk with a supervisor , again was told none was currently available. After some prodding Matt, I found out there was no supervisor on the floor ( never was) and they were told to tell anyone asking, to say one was not available to keep me at bay.

I am now stuck with the order (which was there plan all along, making it impossible to CANCELLE AN ORDER ONCE IT IS PLACED. Now I have to wait for the package to arrive, and then attempt to send it back or hope a store will take it back, but that's rolling the dice as well.

This company has no customer service. BUYER BEWARE. They are just order takers.  I am cutting up my card, Best Buy won't get another penny from me and I will make sure I let as many people know about Best Buy. You buy it online you'd better be ready to jump through hoops trying to return it.

Bad business. and I will be sharing this with the Better Business Bureau  www.bbb.org

[Dorothy-BBY Community Supervisor]

Hello stingray2001 -

Kyle, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your continued patience!

[stingray2001]

Reply to this!!!!!!!!!!

November 24, 2009

Re: Complaint

The company you have complained about is outside our service area.  We have forwarded your complaint to the Better Business Bureau listed below, which serves the area in which the company is located:

Better Business Bureau

2706 Gannon Road

Saint Paul, MN  55116-2600

Phone: 6516991111

Fax: 6516997665

Email: ask@thefirstbbb.org

Website: www.mnd.bbb.org

Thank you for contacting us about this company.  Please contact us again if we can assist you in the future.

Sincerely,

Latrisha Foster

Customer Service Representative

BBB of the Southland, Inc.

[dmash]

Best Buy found it necessary to deny me(stingray2001) access because I became to vocal about my experience, but I feel it is important to finish the story.

The following day (Monday) I call Best Buy to try and resolve my issue, I hope now there might be a supervisor available for me to speak to.

This took three attempts to reach someone.

The first...The switch board operator transfers me to the on-line customer care, I tell them I'd like to speak to a supervisor...I am told they will transfer me and then hang up!

The second...Again I am transferred to on-line customer care, this time I'm not even transferred to a supervisor, customer care just hangs up on me!

The third...This time it really gets good...I tell the switch board operator to connect me with corporate customer relations. The operator tells me she can't, because they won't allow her to.  Best Buy does not want complaints sent to corporate. I tell the operator that I don't want to be sent to on-line customer care because they just hung up on me twice! The operator told me that was the only thing she could do. I then asked if she could stay on the line with me and help get to a supervisor. I was told NO, that she could get in trouble for doing so.

I then had no choice but to go back to on-line customer care. This time I was transferred to what they say was corporate customer relations. There I asked for the persons last name, so if I had to continue this at a later date, I'd have their full name. I was told he could not give me his last name for privacy reasons. What privacy reasons, so I can't follow up if I can't get this resolved.

Bottom line I was still told I would have to except the order. and try and return it at the store.

NEVER AGAIN!!!! 

[Kyle-BBY Community Connector]

Hello stingray2001/dmash,

I was quite disheartened to read about the frustrations you experienced with your BestBuy.com order.  I am the type of shopper that goes back and forth in the aisle for 20 minutes pondering over whether or not to make a purchase so I can understand how you might have second guessed your order.

While we definitely do allow you to cancel a BestBuy.com order once it is placed, there is a one hour time frame in which you must do so before the order starts processing and the appropriate forms of payment are charged.  After that point you would need to wait for the product to arrive and then either mail it back to BestBuy.com or bring it in to your local Best Buy® store to return it.  See here for more details on that order return process.

Our phone support teams are provided with the necessary resources and training to assist in situations like this so the representatives with whom you spoke should have been able to offer you a resolution.  I apologize if that was not the case.  You can be assured though, that your feedback is very valuable to us and we can use it to ensure that our phone support teams are meeting our customers’ needs effectively.

I would be more than happy to address any additional concerns you might have because it is evident that this situation was quite upsetting for you.  I would very much hate to see this damage our relationship with a good customer and I am sending you a private message to invite further conversation if you are interested.  To check your private message, make sure you are logged in to the forum and then click the envelope icon in the upper right hand corner of the site.

Regards,

[dmash]

Kyle, You state policy was adhered to. I did not miss anything and policy was carried out (ship at any cost!). I called within your so called hour window, and was told (as I stated in my complaint) my order could not be canceled because the order was being put through the system and until it was processed, I could not cancel it! No one at any time explained to me that I would only have an hour to cancel, nor did on-line customer care offer to cancel the order at anytime. Well I take that back, Jenny told me she had canceled the order, but then again she lied to me! As Matt was so kind to point out. For argument sake, I have never heard of an hour window to cancel anything after ordering, be it online or over the phone, who would lock a customer into 60 minutes window to change their mind. (specially on a Sunday) I placed an order with Dell and they canceled an order for me even after my order was in production. Now that is what I call customer service. I have had many experiences with customer service as well as having had the honor of providing customer service myself. At no time did any one person at Best Buy offer this to me. Needless to say, no thank you for the offer of $25 gift card, it is now Dell or Amzon that will get the order for my new 55" LED/LCDTV., Sony Sound Bar with Subwoofer, Yamaha Receiver, Sony Blu-ray Disc Player and 4 new HDMI cables. As well as any future Blu-ray DVDs, or electronics of any kind. Having discussed this matter with others, I have herd similar complaints about customer service with Best Buy. Not, Stingray you have it all wrong. To this date Best Buy has not taken responsibly for this situation nor is going to. In my option if best buy does not start really taking care of their customers, there won't be any more to deal with. Sincerely, (stingray2001/dmash)

[Kyle-BBY Community Connector]

dmash,

The reasoning behind that window is that we leave some time for you to rethink the purchase before accepting the payment and starting the whole order process.  We don't want to postpone your product delivery any longer than that and want to get it to you as soon as possible.  However, that's not to say that you are stuck with the product at that point though because you do still have options to return it for a full refund upon its arrival.  Per that one-hour time frame, we weren’t able to cancel your order but I apologize for any miscommunication that took place when you contacted our phone support team.

I wouldn’t be able to speak to specifically to Dell’s order processing but, from what I understand, many of their computers are custom made so they probably spend a little more time on their facilities, which then might allow more leeway with order cancellations.  We just want to get the product you paid for into your hands as soon as possible after that order gets to us.

I am sending you another private message to address more of your specific purchase details so please feel free to check that when you get a chance. 

Thank you,