BestBuy.Com

[andgar2127]

Hello,

                 I purchased a referbished HP laptop on the 8th, paid for the fastest shipping that cost me 34.99 and stated it would be here on either the 9th or the 10th, check my status today (the last optional day of it supposing to be here) and see that my order is still in the "processing" stage. After contacting bestbuy via phone I was disconnected twice, transfered to a line that picked up spoke two words and hung up, and lastly spoke to a lady that told me to just wait for the product to arrive (which nobody has an idea of what that time frame is) and to call back to see if I could be refunded for shipping. I had to make plans to be available on the promised delivery days and now those sacrifices were for nothing. Nobody I spoke to was able to even tell me the status of my purchase other than it is still being processed. I also read ON THE BEST BUY WEBSITE that they do not charge my credit card until the item has been shipped and they HAVE already charged me which is the second thing they have LIED about yet can't produce an ounce of concern for. I feel like they are pretty much telling me that I am not important enough to even give an explanation to let alone pay any attention to. The fact that I gave my trust and money to this company and they have decided to treat me as less than significant makes me want to go to the Better Business Bureau as well as as many competitors that I can even imagine have to compete with best buy and not only spread the word of this type of customer service but spread it to all of my friends, associates, co-workers, family members, and other forums I can find. I would appreciate some kind of communication when situations are handled improperly but they have given me nothing and promised me lies.

[andgar2127]

I checked the website order status yet again since I was unable to get anywhere with anybody over the phone and it showed that it shipped and gave a tracking number. I clicked on the tracking number to go to the UPS site and see where it is and UPS is not familiar with that tracking number at all. I called back in to the best buy customer service line and ask for a correct tracking number and she just advised me that it has been shipped and is supposed to arrive tomorrow. I again asked for the tracking number and she said she would have to get in touch with the shipping department. I asked to be transferred to the shipping department and she said she could not transfer me. I hung up on her and called back in to the customer service line and the woman that answered was very impatient with me and kept advising I speak with the online ordering people. I advised her that that is exactly who I just got done speaking with and I need the shipping department. She replied with "We don't have a shipping department" and then repeated that I had to speak with online ordering department. I told her that I do not want to speak with that department again and she advised again (talking over me) that I needed to talk to that department and transferred me as I was still trying to get through to her.

This is the garbage service that you provide best buy. THIS is the customer service that you have working for you and representing you. It may be that you are a global giant in what you do but you EXIST because of your customers and the amount of disrespect and dishonesty that your employees have is gargantuan in size. The only reason I am even posting this is in hopes that others will see it along with all the other horrible experiences people have had with you and finally decide to boycot you and slander your name everywhere they go. I have given up in expecting anything in return for the way you have handled my purchase and can only hope that it arrives some time soon. I wish the man that ran this company could have been conferenced in on the phone call I just had with your representative and see that he allows such lack of concern or lack of responsibility to happen with your customers. I pray you go the way of Circuit City and suffer due to financial unrest and almost complete migration of customer to competitors. You have destroyed any hope I could have even dreamed to have that things would be taken care of if I call just 'one' more time and try to receive simple information such as a correct tracking number without any lies or attitudes from YOUR employees. You have eradicated any idea of me returning to you for any purchase of any kind as I will remember how you handled my previous encounter with you and the many that I have read on your OWN forums.

Thank you for the grief and stress of your unprofessional behavior and level of customer service. I hope only the worst for you.

[Dorothy-BBY Community Supervisor]

Good afternoon andgar2127 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your continued patience until he can touch base with you.

[hockeycanuckjc Trusted Contributor]

andgar2127,

If the item just recently shipped, it is on the truck for it to leave. Tracking numbers once issued in the system take up to 6 hours to become active in the UPS system. Most often after midnight from the location its leaving, the number is active and you can track it.

[Allan-BBY Community Connector]

Hi andgar2127,

I can certainly understand wanting to get this laptop as soon as possible, and given that you paid for next day air shipping I can definitely understand you being upset after not receiving this laptop when you expected. I would also like to say that I was truly concerned by the service you received when calling us to find out the status of this order.

As with any online retailer, when a customer pays for next day air shipping for something they have ordered it doesn’t necessarily mean they will receive it the next day. The customer should receive the item they purchased the day after the order was processed, and picked up by the package carrier. It usually takes a day or two to process an order, but it can be longer than that if there are unforeseen circumstances that arise that prevent the order from being processed normally (i.e. the item is on backorder).

I did look into your order. I show you ordered this laptop on 11/8/2010, the order was fully processed on 11/10/2010, and it was delivered to you yesterday 11/11/2010. With that said I am disappointed with the service you received while trying to find out the most accurate status of this order, and I would like to see if there is something I can do to resolve this for you. I am sending you a private message to discuss this; to check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[fco310]

I hope you at least refunded his shipping.  As I am sure BB didn't pay it since it was late.  You shouldn't have to pay for poor service.