I purchased a speaker in store, for delivery to a third party on December 28. The speaker was not in stock at the store, but the salesperson told me that they would set it up for delivery. The salesperson took the address and informed me that it would be delivered on December 30. It still has not arrived as of today. In the meantime, Best Buy has charged my credit card. I have called Best Buy customer service each of the past three days (since January 2) to request assistance with a resolution. I have been unable to call the store where I purchased the item directly during this time because Best Buy corporate has implemented a customer service process where it re-routes all calls made to store locations, to a central call service facility - which is off shore and operated by a third party contractor according to the customer service rep who I spoke with today. Each of the customer service reps that I spoke with told me that the store in question made an error and failed to create an order number and as a result the product had not yet shipped and it would never ship unless that store created an order number. I also should not have been charged since the item never shipped. However, each customer service rep also told me that they cannot authorize refunds or initiate shipments and that my only remedy would be to speak with the store directly. Unfortunately, the store is 4 hours from where I live because I purchased it while traveling away from home for the holidays and so I am not able to drive there in person anytime soon. Instead, the customer service reps each told me that they would email the store (because not even customer support reps can call a store directly), and request that the store call me back. To date, I have not received any call from the store. When I called customer service today and asked them again for a refund or for assistance to coordinate shipment of the product, the rep told me that it is "my problem" and that it is up to me to resolve it directly with the store because she does not have any way to directly contact with the store. When I told the customer service rep that I would be less likely to purchase products from Best Buy in the future, she responded that she understood if I would not want to continue to be a Best Buy customer.....she ended the call by informing me that it is up to me to attempt to address this direclty with the store and then asking me if there is anything else that I needed. Although it was frustrating to hear this, in a way, I appreciate the blunt honesty of a customer service rep actually admitting that they have no authority to actually resolve an issue and that either she personally and/or Best Buy as a culture does not value customers or care about how Best Buy has taken my money without delivering a product - or care about any future recurring business. Although I will always cherish the experience of dealing with Best Buy customer support as a cautionary tale and a lesson learned, unfortunately, after three days of speaking with customer support I am still in the same predicament where Best Buy has charged me for a product that they have not delivered and that as of today, and as confirmed by their own customer service department - they do not intend to make an effort to give to me. If it is not obvious from what I have shared so far, this has been a terrible experience and while I will continue to attempt to either get a refund or obtain the product I purchased, I will definitely avoid doing business with Best Buy in the future. Fortunately there are many other options for purchasing electronics.
MeghanM-BBY
