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New Member
Posts: 4
Registered: ‎01-07-2018

Terrible customer service

I had initially ordered a microwave from Best Buy online shortly before Christmas with a delivery date scheduled for December 29 I called the Best Buy store on the 27th to make sure that the item was going to be at our store on the 29th and was guaranteed by one of the geek squad people that it indeed would be there so on December 29 I went to our local Best Buy store to pick up my microwave it didn’t take long before I realized that the microwave was not there they had no clue where it was so at that point I left the store about five days later I get an email saying that I had used a credit card that was wrong and my Purchased was canceled OK that was fine I understood that I used the wrong credit card for that purchase but it took over a week for someone to let me know that that credit card was invalid and I couldn’t use it so I again thought I would re-order the microwave with a different credit card which I did I did that on January 3 with a pick up for today Saturday, January 6 I checked my email a day ago and show that the microwave was in processing and would be delivered to my best buy store today. This morning I receive an updated email that told me that the microwave was not available and that it might be available by February 5 so I mediately tried to cancel the order because I’m not waiting till February 5 for a $90 microwave and it will not allow me to cancel the order it says you cannot do a cancellation at this time your order is in process. so I I don’t have a microwave it’s taking a month to get a microwave. The things that are concerning here are number one initially no one told me the credit card wouldn’t work I should’ve known about that immediately when the order was placed not over a week later number two don’t have a status shows it’s in processing when really you don’t even have the microwave that’s a lie that’s a lie to a consumer who is waiting to get a product and number three the fact that I cannot cancel it right now and go by that microwave at some other store which is what I’m going to do is pathetic I paid for it the monies been taken out of my bank account and now I have to wait until February 5 to see if you guys can for fill the order seriously horrible horrible horrible customer service horrible
Posts: 4,320
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: Terrible customer service

Greetings Freitag3,

 

Welcome to the Best Buy Support Online Forum Community! Thank you for choosing Best Buy for your appliance needs for your new microwave. I’m sorry to hear that your original order was cancelled, and your current once is delayed. I was able to locate your cancelled order, and your current order using the details you shared upon joining our forum community. I’d be happy to help you answer your questions regarding them, and provide some more insight into your order issues.

 

While reviewing your initial order I can see that it was delayed due an inventory issue, but once it was available we were unable charge you since your financial institution declined the charge on 1/3. You should’ve received an email shared in our Conditions of Use to let you know about that issue. I’m sorry if you didn’t get it, or didn’t notice it until after your order cancelled. Can you please ensure you’ve added BestBuyInfo@emailinfo.bestbuy.com as a contact in your inbox? This will ensure our communications aren’t routed to a spam/junk or ad/promotions folders.

 

I took a peek into your current order, and your new expected get it by date is 1/11 as I can see the inventory is available to fulfill your order. I’m sincerely sorry if the generic delayed email you received sparked additional concern. Can you please confirm if you’d like to still cancel your order? Per our Cancel Your Order Help Guide that should be an option at this time. I'm sorry that individuals you spoke to over phone advised you otherwise. I look forward to your reply!

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-07-2018

Re: Terrible customer service

If it is scheduled for delivery on the 11th that is fine. I can pick it up at the 76th street store on Saturday the 13th. Thank you for checking
Posts: 4,320
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: Terrible customer service

Hello Freitag3,

 

You’re very welcome! Please make sure you wait to receive an “It’s Ready” email prior to heading to your local Best Buy in Southridge.

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 4,320
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: Terrible customer service

Good Morning Freitag3,

 

I took a peek into your order this morning, and it doesn’t appear it’ll be available for pick-up as expected today. Did you want to cancel your order since it hasn’t progressed, or would you like to see if progresses? I look forward to your reply!

 

Kindly,

 

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-07-2018

Re: Terrible customer service

Yes, at this point please cancell my order and issue a refund directly deposited back into my bank account. I will order one from another source. Thank you.

Posts: 4,320
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: Terrible customer service

Hi Freitag3,

 

Thank you for confirming that you’d like to cancel your order at this time! I was able cancel your order per your request. You may have received an email noting this change to your order.

 

Additionally, I’d like to clarify that you weren’t charged for your purchase yet, and the entry on your end would’ve only been an authorization. Authorizations, and how they appear on your end are up to your financial institution. You’re welcome to review our Cancel Your Order Help Guide which shares how your financial institution will remove that authorization for you.

 

Please let me know if you have any additional questions!

 

Kindly, 

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!