There are people referencing BestBuy as WorstBuy, never quite understand why, until I had my owner experience dealing with BestBuy customer service.
About three weeks ago, there was a promotion at Bestbuy.com: you buy 2 blu-ray DVD and get a free $15 gift card. I made my purchase and selected pick up at BestBuy store. When I picked up the two DVDs, a CSR at the pickup counter asked me for my credit card, and I gave the card to him, and at the same time I asked: may I apply a $10 manufacture coupon? (this is not BestBuy coupon!). He said:”Sure.” But he did not know how to apply it to an online order. He asked someone, and then worked at the cash register for a moment, then gave me the two DVD and two receipts. He explained to me that he had to do a return and re-buy to apply the coupon. To me, that doesn’t really matter, so I took my DVDs and went home.
But several days later, I received my $15 gift card, and noticed that I was charged $15 dollar. I checked my online order again, it shows one DVD purchase was returned, and the cost of the gift card is not showing $0 as before but $15. I realized that must be because the return and re-buy messed thing up, the online system didn’t know that I was just trying to apply a manufacture coupon, but not a real return. I thought that I could easily explain it with a CSR at store, and get $15 refund.
Last evening I went to the store I picked up my DVDs, and brought with me all the print out about the promotion and receipts. The guy there said he understood what happened but don’t know what to do. He left to ask someone looked like a manager, then he came back said that I have to call 1-888-bestbuy, since it is an online order.
I was frustrated, why they couldn’t resolve it in store? isn’t BestBuy.com and BestBuy store the same company? Why they allowed me to pickup at store and charged my credit card at store, but won’t deal with any problem in store?
Anyway I went back home and called the 1-888-bestbuy. Since I could not show the documents I have over the phone, I told the CSR this is a little bit complex, and then trying to explain him, but before I finished, he hung up the phone!
I called again, this time a lady picked up the phone. Afraid of getting hung-up again, I didn’t tell her this is going to be a little bit complex, I just asked her to check my order. Afer her pullout my order, I explained to her. Then thing getting frustrating again, she insisted on that the promotion is a bundle deal, that I must buy two DVDs online to get the $15 gift card. I told her that was what I did, I bought two DVDs, and I didn’t want to return a DVD, but BestBuy billing system does not allow applying a manufacture coupon to my online order, even though BestBuy accepting manufacture coupon. Although the online order shows a return, but it’s not really returned, I had all the receipts to show that. And she verified that. I told her that I understand why my purchase ended like that. The computer system is not perfect, some cases it won‘t handle, that’s why bestbuy having customer support. I asked to talk with a supervisor, she won’t do it, and getting impatient and wanted to end the conversation. I told her that I will complain to BestBuy headquarter.
When I look up for headquarter information, I found this forum. So I just want to vent my frustration first here.
$15 is not a lot of money, but it is so frustrating that both in store and online CSR are so incompetent and could not make decision based on facts. All they want to do is to dismiss a customer as soon as possible. And the online CSR was so rude to hang up.
I am not going to buy anything again at BestBuy, just don’t want to deal with their customer service again.
@Dorothy_BestBuy
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