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Posts: 1
Registered: ‎01-15-2021

Escalation and Formal Complaint

[ Edited ]

Reference confirmation #{removed per forum guidelines}

 

 

Background:

I ordered an Iphone 11 12/29 online for instore pickup next day at the West LA location. After this order sat in a "preparing order for pickup" status for the following day, I was alerted the following night that the order was canceled. No reason given.

 

I went to the West LA location in person 12/31 to inquire and purchase the phone. The sales person said it was not in stock even though the website said it was. I therefore ordered it to delivered (after he tried to upsell me to a $850 iPhone 12 with incorrect quotes - I double checked his monthly payment math on my phone and he was downplaying the increase in cost for an iPhone 12 saying it was only $3 more per month than the $650 IPhone 11).

 

I got an email 1/2/2021 that the phone had shipped.... to the wrong location, in CT (I live in CA). Apparently the sales person was so busy trying to upsell, he couldn't execute the primary sale correctly. I called immediately to try and reroute the phone, but they were unable to reroute or even send a new phone over to the correct address.  THEY COULDNT FIGURE OUT HOW TO SUCCESSFULLY HELP ME SPEND $650 WITH THEM... They provided the option to cancel the order which I did. 

 

2 weeks later: I still have not recieved an email confirmation, call back, refund. NOTHING

 

I have called nearly a dozen times between 1/2 and 1/15 to the location and online support to request verification of the refund before the return period is over on 1/17 and have only gotten verbal confirmation that it is approved and in process with the back office... I have spoken to 20-30 support folks, been transferred at least 2 times each call, and spent upwards of 20-30 HOURS on hold. This last time I was on the line for 3 hours today 1/15/2021 first with John for 30 min before the call was dropped when he transferred me to "Digital Services" to get email verification sent to me, then for 2.5 hrs with Andrea employee #{removed per forum guidelines}- she just dropped my call while I was waiting to speak to a supervisor. NO CALL BACK. I've also spoken with Jaime, Ric, Fernando, Jose, Glad... and those are just the names I recently started documenting. What a joke Best Buy is - even after the thousands I've spent there just this year. 

 

On top of it, Verizon charged me for the first monthly payment for this device I never recieved. I need someone to escalate this to ASAP because this is the worst customer experience I've ever had - and can be assured that I will go elsewhere going forward. Please contact me directly and quickly.

Posts: 6,434
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Registered: ‎08-21-2017

Re: Escalation and Formal Complaint

Good afternoon, ahuribal,

 

Thank you for taking the time to reach out to us here on our community forums. Buying a new phone is a big deal so I can understand how frustrating it would to spend so much time trying to get this refunded. While my team has a limited ability to provide assistance with mobile purchases and plans, I would like to see what I can do to best assist you moving forward.

 

I appreciate you providing a summary of events and would like to review your case history to see what steps previous have taken so far. I will need to gather a bit more information to do so. Can you please send me a private message that includes your:

 

Full name
Email address

Phone number

Order number

 

You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you so I can explore what options I have available to help. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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