01-04-2023 11:34 AM
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.
01-04-2023 04:37 PM
Welcome to our Forums. We appreciate you taking the time to contact us here. I know that it is upsetting to see a charge for an item that you have never received. Typically Best Buy places a hold on the funds when the item is ordered. It is not technically charged until the item is delivered or picked up. I am very happy to look into that for you and see if this is the case. Would you please Private Message with your name, phone number, and email so I can pull up the order and look at what options we may have for this.
|Meghan|Social Media Specialist | Best Buy® Corporate|
As of March 20th, our Forums will no longer be available, for future support please reach out to us on Social Media or bestbuy.com/support.
01-04-2023 06:59 PM
To update my previous post, this evening I went to my local Best Buy to explain to them what happened and to seek their assistance. This was actually suggested to me by the customer service rep who I spoke with this morning. The salesperson at the local store told me that they cannot resolve shipping issues for purchases made at other stores. This salesperson told me that customer service had actually misled me and I would have to call customer service again and hope that I am able to speak with another agent who could possibly help me with this issue. This would be unbelievable to me, if it wasn't actually happening to me. Because I am a glutton for punishment, I called customer support again this evening and I requested a refund. This time, the customer service agent told me that they were going to ask their supervisor for approval to give the refund and I was very encouraged that finally this would be resolved. Unfortunately, when she returned from hold, she told me that "the system" will not allow her to grant a refund and I would have to go directly to the store where I made the purchase - 4 hours away - to resolve the issue. This customer service agent also told me I could call the store direclty - but the number she gave me is the publicly listed number that would just re-route my call back to the central call center. So, to recount, on December 28, 2022 Best Buy charged me for an item, they were supposed to ship, the charge was processed but as of today I still have not received this item and Best Buy customer service has confirmed to me, with each call during the past three days that this item never shipped but that there is nothing they can do to resolve this situation. - they cannot coordinate shipment and they cannot process a refund. I also cannot call this store directly which would likely be the easiest solution. I have considered calling the number of a neigboring retailer at the same shopping center and asking if someone there would walk over to the Best Buy and ask a salesperson to call me.....and it is truly beyond belief that Best Buy has created a structure where a customer would have to go to these lengths to resolve what should be a very simply matter to fix.
01-05-2023 01:54 PM
Further update to my previous posts because at this point, I think it is important for others to be aware of this experience. Yesterday I sent a private message to the Forum Moderator who responded to my original post and I have not received any response - also, it does not appear that the moderator has even read my message yet. I also want to make clear that Best Buy did in fact charge my credit card for this item and it is not a hold, so the moderator is incorrect about this assumption in the message.
I have never experienced such a bizarre, callous and careless interaction with a retail company in my entire life. I am evaluating various options but it is just unreal to me that a company like this would take $200 from a customer without giving them a product and then treat them with disdain when they ask for assistance to resolve it.