Add Product

Search Results:

Reply
New Member
Posts: 4
Registered: ‎04-14-2017

I need to file a complaint

Hello,

 

I need to file a complaint to someone who has some sway at Best Buy. As I type this I have been on the phone with Best Buy support for 1 hour and 45 minutes. That does not count the 15 minutes I was on the phoen with the store supervisor in the Lynwood store whos name is Trevor. Let me explain what is happening so you can get me to the right person.

 

I wanted to purchase a TV - you would think that would be easy but oh no its been a complete nightmare which is still ongoing. Basically I called Best Buy to see what store the TV was available in - they told me and there were only a few left in stock. So I asked - should I buy this online and go pick it up - or should I buy it in person? I had to wait until I was off work. This is where the firs tlie happened. I was told that if I ordered online I could have my sister pick it up in the Lynwood store within an hour. That was a lie. So I hung up and called back just to be sure. I asked the same question got the same answer. So I felt safe. This was a giant mistake becuse this was the second lie. So I placed the order online and it takes an hour to get to the Lynwood store so my sister left and got there in an hour and 10 minutes. Guess what - they inform us its not ready and it could be HOURS before its ready. So I call the store manager, he cant do anything but repeat the policy to me over and over again. So he gives me a phone number to a place that can speed up this "Verification process" for me. This was the third lie. So I call this  number and they proceed to lecture me about how I need to wait for some email saying my purchase is ready. I let them know I called and asked in advance they pretty much said too bad. So I threw a fit and let them know if their company lies to me they need to make good on the lie. Long story short of going back and forth with this person, they say they CANNT speed up the verfication process. Now m ind you - the funds have already been taken from my account. So i am not sure what they are verifying exactly. But it makes me angry because I called in advance to ask about this. Anyway - So I let them know that my sister is sitting up there waiting and that is not our fault its their fault. They dont seem to care there is "Nothing they can do". Well they lied to me to get my money, then they cant give me my money back for 5 days, they wont give me my TV or tell me when I can get it, and my sister is up there waiting after driving an hour to get there. Ridiculous - so I ask for a discount. They offer me half of what I was asking for. I said I will not get off the phone until they escalate this issue and I either wanted the TV immidiately or the money off I was asking for. I was put on hold. Im still on hold. It is now one hour and 50 mintues into this call. I am not sure he is coming back but I am not hanging up and starting over either. Your company is by far the worst company I have ever dealth with and how we have been treated is as if we are worthless and our time means nothing to them once they get our money. Oh and its currently 3 hours after I placed my order and there is no verification my sister is still at the best buy store and I am still on hold. Does it need to be this hard to buy a TV? seriously? This is ridiculous. I want to speak with someone at your store who is responsible for complaints and I want this situation made right. Best Buy has wasted all of our time for HOURS now. Words cannot express how upset I am. My sister doesnt know if she should come home or not we have no ETA and this guy has had me on hold for 30 minutes now. 30 minutes of the now 2 hour call that is still going.  My next stop is the BBB. PLease tell me where I can complain. 

 

Thanks

Michelle

Highlighted
Posts: 2,523
Kudos: 128
Solutions: 95
Registered: ‎12-30-2010

Re: I need to file a complaint

Well Michelle, this is a place to complain, but as you can see, you don't get an immediate response. While the moderators who patrol these public forums sit in the corporate offices, they respond to posts in the order they were placed, and with researching some of the posts it can take days to get that response.

It seems to be the common idea that if you place an order online and are told that it can be picked up within an hour, that you should be able to circumvent all other rules and go straight to the store an hour later to get the product. You're not the first person to think this, and you won't be the last.
Just like others you also seem to believe that Best Buy immediately has your money as soon as you place the order, because your bank has removed the fund from your account. They do not. Your bank has removed the money, and placed it into a "holding" account, waiting for the actual charge to get processed, which happens either when picked up in store, or when shipped.

I don't know why Best Buy would say you have to wait 5 days for them to send a cancel notice to your bank. Perhaps they were referring to your bank's policy of waiting 5-7 days after a pre-authorization has been made, to cancel their hold on your funds abc return the money to your account. This is up to your bank, not Best Buy.

When placing an order online for pick up by someone else, you are supposed to give the email address of that other person who then waits for the confirmation email stating the item is ready for pickup. They then either print out that confirmation and bring it with them to pick up the item. Under normal circumstances, this process can take 1 hour. If the store is busy with customers in store, or if it is short on employees, this process can take longer. This in unforseeable by the personnel on the phones. They are told to state what occurs under normal circumstances.

I'm sorry this has been more than what you expected. Where I work (the competition), this process is very similar to what we do. Best Buy started this before we did and have a better handle on it, but apparently there needs to be better communication.

Since it has been a day since your post, I can only hope your sister was eventually able to leave with your purchase.

----------------------------------------------------------------------------------------------
Before posting I try to research everything first or use my own experiences. I do not now nor have I ever worked for Best Buy. After a year and a half hiatus, I'm back working for the competition.
If you respond to a post of mine, I will read it. I may or may not post in the thread again, but rest assured I will read your response Smiley Happy
New Member
Posts: 4
Registered: ‎04-14-2017

Re: I need to file a complaint

Hello,

 

I have to say that when I call to ask a store their policy I expect to hear the truth. Had the person I called told me the turth - that I cannot pick my item up in one hour, I would have made a different decision and I would have gone down tehre myself with my card and made my purchase. Companies that take no responsibility for their mistakes are not good companies and they certainly do not show "excellence in customer service". After I wrote this I was insulted by the Lynnwood store manager, hung up on and treated more porrly that I can express. Needless to say I cancelled my order 5 HOURS LATER and now have no money no TV and a wasted Friday night. Worst company in the world. I have complaints in to the general manager and corportate offices. This entire situation was so completely unacceptable I cant even see straight. I am still angry about it as you can see.

 

Best Regards,

Michelle

Posts: 6,798
Topics: 174
Kudos: 343
Solutions: 262
Registered: ‎09-29-2008

Re: I need to file a complaint

[ Edited ]

Hello Michelle,

 

Your message has reached the right place; our Community forum team is based at Best Buy's corporate headquarters.

 

BestBuy.com's option for Store Pickup is almost always a terrific and convenient option. I was mightily discouraged to read of your experience however and I apologize for our having disappointed you.

 

Walrus offers some excellent insight into the behind the scenes process of in-store pick up. As it states on our website (see link above), "Place your order and wait to receive a "Ready for pickup" e-mail. (This is a separate e-mail from your order confirmation.)" You should have been informed of this from the beginning and I'm sorry you were not. Additionally, the authorization process that Walrus mentions applies to all orders and, while most process very promptly, on some rare occasions, the procedure can take longer.

 

On reviewing your order, I note it has been cancelled.

 

Please know I'm grateful you wrote to us and for your feedback on this experience.

 

Sincerely,

John|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎04-14-2017

Re: I need to file a complaint

[ Edited ]

I appreciate your reply, I am not arguing with your policy. Every store has a right to have their policies, but when I call to ask a policy and get lied to, and then it costs me 5 hours of my time, 4 hours of my sisters time where she sits at a Best Buy Store for hours, then a store manager insults me and hangs up on me after talking over me for the entire conversation - not to mention being left on hold for 1.5 hours by someone in your call center... this is more than aissue of policy. 

 

This is an issue of terrible custoemr service. Feel free to reference my case number {removed per forum guidelines}.

 

I cancelled my order after speaking with the Lynnwood store manager. Whos should never be in customer service under any circumstances. I wish you could listen to that call. After my sister sat at Best Buy for 3 hours she finally left and by that time I got escalated to someone who called the store for me - spoke to someone named Elliott who said we could pick up the TV - I had my sister turn around to go get it - and then the store manager said no we could not get the TV.... Seriously? Then he talked over me, insulted me, raised his voice at me, and then hung up on me. This is not an issue of policy - its an issue of terrible cusotmer service. You do not blame the custoemr for your own mistakes. Customer Service 101. If your company misinformed me that is fine - that happens. But a good company takes responsibility for that and makes it right with the customer. Wouldnt you agree?

 

Best Regards,

Michelle

 

 

Posts: 6,798
Topics: 174
Kudos: 343
Solutions: 262
Registered: ‎09-29-2008

Re: I need to file a complaint

Hello Michelle,

 

I apologize for the discontinuities between your previous message and my first reply. It appears we were composing our messages at the same time.

 

There is never a circumstance where our store associates or managers should ever be anything but respectful and I regret you encountered such unprofessional behavior. Certianly what you experienced is not the stellar experience to which we aspire.

 

I will ensure your remarks are made available in full to our corporate teams. Best Buy cannot hope to improve in meaningful ways without the valued input of our customers. 

 

Thank you once again for writing to us.

 

Sincerely,

John|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎04-14-2017

Re: I need to file a complaint

[ Edited ]

Thank you, I appreciate your corporate team knowing the extent of this istuation. I am happy to speak to anyone directly and will provide my phone number privately at your request to do so. I emailed a full description of this situation to the General Store Manager Jason {removed per forum guidelines} as well as to online.communities@bestbuy.com. If you would like a copy of that I am happy to either post it or email it to you privately. It is very long so I dont want to post a nocel on this site unless that is what you would like me to do.

 

Best Regards,

Michelle