BestBuy.Com

[rick0928]

I posted a message 12 days ago about my horrible experience with bestbuy.com and their customer service.   Three days later I received a response from Ryan stated that Melissa from the Social Media Team would reach out to me.   It's been 9 days and still nothing.   I have since sent a private message to Ryan.

I've been waiting 19 days for a customer service supervisor to call me back (after being told they would call me in 2 hours) and now I'm waiting 9 days after a moderator said I would hear from the Social Media Team.   Either no one in Best Buy cares anything about following through with what they say or they are so innundated with irate customers that they can't handle it.

Has anyone else experienced similar problems with the Social Media Team or is it just me?

[RelicDavo]

Yes, I most certainly have. Now I've only been waiting a day, but I've been waiting for weeks for an order that was supposed to have been shipped out almost a month ago. I've also been waiting for days for a call back from a "supervisor". I've just accepted the fact that Best Buy has ruined my Christmas.

[hockeycanuckjc Trusted Contributor]

I'm going to be nice about this as possible, but many of you are not understanding the true reason why you are experiencing a huge delay for a response. This is Holiday 2011, a very very busy time for Best Buy and there are so many inquiries on the forums , and on Facebook, and on Twitter, they are doing their best humanly possible to get to everyone in a timely manner, But this is not the cause because of this shopping season, patience is really the key here unfortunately , I can also understand why you are upset and I can't do anything to change this, but leave this message and explain to you why they are busy.

Sorry, I wish I could come up with a better answer for this, but it does not get any more direct then this. 

I'm not scripted either as a matter of fact, it sometimes hurts me to type out long paragraphs and I have to slow it down or my wrist gets a little pain. (for being 32 years old I sure have a lot of problems LOL)

With that said,  Sorry to hear of your frustrations, but I want to wish you and your family a Merry Christmas, items or not in your possession and hoping you get a resolution to this soon.

(P.S during the normal days of the year you don't get this delay)

[pap202000]

I'm sorry, but rick0928 states he's been waiting 19 DAYS for someone to contact him?  How is that acceptable customer service in any form or fashion?  Listing Christmas as an excuse is a copout.  Best Buy knows this time of year is busy, maybe they should properly staff for the increased call demand during the season?  Temp agencies are extremely easy to use, the employees work for a relatively low cost, and heck, Best Buy could even get some positive PR by hiring temp workers for the holiday season!

Nah, that might hurt the stock price, better to provide terrible customer service and save a few pennies.

[gregb]

While the holiday excuse is a good one. If they hadn't advertised specials on products they couldn't possibly deliver, while taking customers money and holding it as long as possible without delivering on those products, I would think that the call volume would be way down. The long and short of it, Best Bust misrepresented their advertising and based on the fact that they had had problems last year, they knew exactly what they were doing and it was a planned effort to try and look good on paper at the expense of their customers. Ether that or the management are complete brainless boobs, either way the buyer loses. They need to be investigated for fraudulent business practices, something smells fishy and I think it's Best Bust.

[TheVila]

It took Melissa 12 days to reply to me and when i finally got a reply it was the standard copy paste response.

[rick0928]

I'm able to say that Melissa did contact me today and her response was not a cut and paste one.   Unfortunately for Melissa and other good employees, management does not provide enough resources so they wind up being inundated with disgruntled customers.   I also do not buy the earlier post that we need to understand it's a busy time of the year and that's why there are delays.   A delay is saying the order will ship in 1 day and it ships in 2 or 3 - not 8.   A delay is taking a day for a supervisor to call back (when customer was told 2 hours) - not 19 days with still no response.

I flew recently on a major airline and my flight was delay by over 3 hours due to a mechanical problem.   Two days later (without any complaint from me), I received a nice e-mail from a Customer Service Executive apologizing for the inconvenience and saying they hoped I would continue as a customer and gave me 5,000 frequent flyers miles.   You can be sure I wll remain a customer due to this awesome way of apologizing and compensating for a delay they caused.

I believe Melissa wants to help customers with problems and is currently overwhelmed due to management's failure to provide sufficient staffing.   I am continuing my dialog with Melissa through private messages but wanted everyone to know she seems to be sincere.