BestBuy.Com

[Matman1215]

Has anyone else been receiving horrible customer service from Best Buy recently? I placed an order online on 11/29. The store I chose to pick this order up at said the item was in stock. I received an email saying that it was no longer in stock and to call 888-BEST-BUY. I've called this number 5 different times now and have been on hold for over 4 hours combined. Today, after holding for 49 minutes and 5 seconds, I was told that no one is available and to call back at another time. I checked online inventory at this store yesterday (11/30) and they had it in stock. I went to the store and it was sitting right on the shelf. I went to customer service and gave me order number and was told there was nothing they could do because bestbuy.com and the actual store are two different things. I purchased the item regardless, but I was unable to use my $35 in Reward Zone points because I technically already paid and used them for the item I purchased on 11/29. This is absolutely ridiculous and horrible customer service. I have spent thousands upon thousands of dollars in Best Buy lately (hence the $35 in Reward Zone certificates) and this is the service I receive? I wish their major competitor were still open, they would have my business. Apparently since they closed, Best Buy feels that customer service is no longer a priority. I would love to actual speak to someone from customer service, but I don't feel like that is going to happen anytime soon given the waits on the phone.

[Donahue4477]

Wow it' nice to know I'm not the only person that ordered online and had issues with contacting 888-Best-Buy.  I purchased a TV stand on 11/26/09 and was told it would be delivered 12/1/09.  After my delivery date was still showing pending I attempted to call them 5 times with the longest hold time of 52 minutes.  I resulted in going into the store where they honored the ad price however would need to charge me again for the TV stand and requested I call 888-Best-Buy to cancel my online order.   This is despite the fact they had several customers in store with the same issues and they themselves were unable to contact anyone at 888-Best-Buy.  After a last attempt effort to call now for the 6th time I was told they are having computer issues and would not be able to connect me to department that handles online cancellations.  This company has ridiculous expectations to think consumers have ample time to hold for what they claim is "Immediate Service" to handle online orders.  I'm with you it is too their bad competitors have gone out of business. I would feel better knowing my hard earned money that keeps their doors open was going to a company that actually offered CUSTOMER SERVICE.  Good luck with trying to reach someone and if you do I hope you give them an earful....I plan to.

[w33zy]

Yeah same situation.  HORRIBLE CUSTOMER SERVICE via 888-BESTBUY for my online order.  I'm still regretting using BestBuy.com for my purchase.

I decided to order a TV online and do store pickup during the busy holiday weekend.  Naturaly, the model showed available at my store of choice and later was unavailable.

So, per the email response I contacted 888-BESTBUY to check another store or inquire about modifying my order.  This process took over 2 hours to complete!  First woman I spoke to after 35 minutes on hold said she couldn't modify my order, only such-n-such department could.  So I held for another 50 minutes.

Second representative canceled my order but then explained that my BestBuy credit card would not be re-credited for 10-15 days.

Which is funny because - Per "Thank you for your order email":

Before going to the store, please wait to receive your store pickup notification e-mail. This e-mail arrives within 45 minutes* on average, and confirms that your product is in stock and available for pickup. If you used a credit card, your card will not be charged until we confirm store availability.

[ufx]

At least I don't feel alone 2 days ago I placed my order to be picked up...I did not receive the 2nd email. So I call customer service. I am put on hold for 35 minutes and they tell me to call the store I call the store and they just say that they are very busy and that if I needed the product in such a hurry I should have gone to the store to buy it in person..WOW !!!! Anyhow I find the product at xxxxx with free shipping and 25% lower price..... I call Customer Service again ( another 28 minutes) and they tell me that I can not cancel the order since it is "almost ready"/...I went to the store and had to wait in line 25 minutes. They tell me that they have the order but it is not ready yet. They get the product from the SHELF, and I inmediatly returned it for a refund, In total: 2 days+ 1 hour on the phone+trip to the store+25 min in line to get what::::NOTHING...... I learned....USE BEST BUY AS A LAST RESORT AND NEVER BUY ON LINE WITH THEM.......