03-29-2012 01:46 PM
Over a month ago I purchased a microwave online. I picked a delivery date from those listed and received a confirmation of both the purchase and the delivery. I waited for a month until this past Saturday when the microwave was to arrive. I was concerned because I had not received a follow-up email or call to confirm the time of delivery, so at 9 am I called the customer service number on the web site. I was told that they were not sure why I have not received a confirmation email and that I had to call the local store, which did not open until 10am. I waited until 10 and called. I was told that the shipment from the vendor had been delayed and that customer service should have explained the problem.
I returned to customer service ... I call several times, was placed on hold for between 10 and 20 minutes more than once, I was hung up on, I was passed around from person to person, and still no one could give me an answer. Upset, I demanded to speak to a manager. I explained my problem for the fifth time only to be put on hold again. The "manager" still had no answers and could give me no date when my order would ever be filled, if at all. She did however offer me a "digital coupon", to which I said no thanks becasue I would never shop in this store again. Still no answers, no solutions, just placed on hold over and over.
Finally, after being on hold again for more than 30 minutes! I went online and purchased the same item at Amazon. When the "manager" finally came back online I told her to cancel my order, I was fed up and would no longer be a Best Buy customer. Tuesday afternoon I found my new microwave on my front steps TWO DAYS after I placed the order with Amazon. Read today that Best Buy is closing a number of stores. I'm not surprised. BYE BYE Best Buy
03-29-2012 02:37 PM
03-29-2012 03:52 PM
You know what's funny I read the CNN report and BB claims there going to focus on online sales. They are worse with online sales then they are in the store.
They have no clue what INVENTORY MANAGEMENT IS.
03-29-2012 04:52 PM
I can imagine why you’d be upset! I’d be frustrated too if I ordered an appliance online, but later discovered that it wouldn’t be available on the originally quoted date. Your disappointment at being unable to obtain an update on your order is also understandable, especially if you were placed on hold for an extended period of time by multiple parties.
Although it’s disheartening to hear we may have lost you as a customer, I was glad to read that you were able to find a solution. We rely on customer feedback (both positive and negative) to improve our service offerings, so rest assured that the appropriate parties will be notified of your recent experience.
Thank you for taking the time to post.