08-07-2020 12:21 PM - last edited on 08-07-2020 12:42 PM by John-BBY
In May (14th) I noticed a confirmation email from Best Buy for an order I did not place. I reached out immediately upon seeing the order (less than 2 hours after the order was placed) and the Best Buy customer service agent was unable to cancel the order, despite acknowledging that they had not sent it out yet. I asked the Best Buy agent if I could have UPS cancel the shipment, which she stated was acceptable. I had UPS return the package to the Best Buy warehouse, which was completed Wednesday, May 20th. Best Buy customer service agents have confirmed over and over again that the order shows as returned, but that the warehouse team has not "verified" the return. This has been the same answer every time I call, and each agent promises me that they will address this and I will receive a call back. I believe I have called over 10 times since May and never once has an agent called me back. I'm also unable to escalate this issue, having tried each time to talk to someone who can ACTUALLY do something. Included above are 3 of the reference IDs that I was able to find, but I wasn't always given a reference ID during my calls.
It has now been 79 days since Best Buy received the returned order. The timeframe you list on your website for returns is 15 business days, and the refund may take awhile to appear on the card. It has been 2 full billing cycles, and Best Buy customer service continues to repeat the SAME spiel over and over each time I call. I just don't know what to do anymore? Why does Best Buy get to hold onto my money while someone in their warehouse finds this mysterious box?
PLEASE PLEASE PLEASE HELP ME!
Solved! Go to Solution.
08-08-2020 01:00 PM
Thanks for sharing your experience and bringing this to our attention. I know I would have questions in such a situation too. I’ll be happy to look into this in greater detail to see what may be possible to help going forward.
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08-10-2020 04:27 PM
Kayla got the problem solved 2 days sooner than she estimated, and there is hope in the world again. Best Buy - you seriously need to evaluate your outsourced call center. After months of calling them, I was no closer to a solution. Get people like Kayla on the job. The call center is completely incapable of doing anything except reading from a script.
08-11-2020 09:49 AM
Thank you for your kind words. It’s my pleasure to help, so I’m glad you brought your situation to our attention and gave me the opportunity to help. What you describe from your calls to our customer support team isn’t what we want for any customer, and I’m truly sorry for that experience.
Please be assured that our conversation, your situation, your feedback, and your insights have been recorded here at the Corporate level. While privacy concerns prevent us from sharing specific actions taken as a result of customer feedback, it can be used for coaching and training opportunities as we work to improve for the future. Going forward, don’t hesitate to reach out to us here on the forum if you have any other questions or concerns. We’ll be here!
All the best,