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Posts: 1
Registered: ‎11-18-2022

Nightmare with customer service

I purchased a computer for my son that was scheduled to be delivered on 10/18. We received multiple messages prior saying that we had to have someone 18 years or older home to sign for the delivery. Delivery day came and I had my adult daughter stay there all day waiting. I even placed a note on the door letting the delivery guy know that we were in the middle of construction and to please knock loud, if we were unavailable to please leave it across the street and I left their name and address. When I returned home that evening there was no computer. My daughter said no one knocked on the door all day. I talked to all of my neighbors and there was nothing delivered there either. I received an email saying my computer was delivered and it showed a picture of it on my front porch. I have multiple issues with that! Why say I need to sign and then just leave it? How do I know he didn't take the picture and then take the computer with them? That was a $2000 computer? Who just leaves it sitting on the front porch!?!? It's not like it's in discrete packaging! Anyway, I called best buy first thing the next day. They apologized and ordered a replacement immediately. I was told it would arrive in 2 days. Welln2 days came and the delivery date kept getting pushed father and farther out. I talked to customer service again and apparently it was because they didn't have any in stock. I found a local best buy that had one and switched to in store pickup...guess what? The pickup date kept changing as well. So I called best buy again. This time I was told that it was under review and it would cancel the following day because it had taken so long. The lady offered to refund it. At this point I was very frustrated so I just refunded it. She said she made a note on my account so when the money was received back into my PayPal account I could call and place a new order and she would honor the price I originally paid. Well I never received a refund either! After a couple days or so, it was a Friday so I waited a few extra days, there was no refund so I called again. The new lady said the last lady didn't put in the right form to get a refund and that she could do it now but it would take 14 days to refund! At this point we're well into November and I just want the computer! I demanded to speak to a manager but apparently there were non available. She told me she talked to one and there was nothing they could do. I even tried to just get another computer and was told that wasn't an option either. I told her I would wait for a manager and she said I couldn't hold up the phone line waiting. After about 15 mins of me getting more frustrated because I felt like she was being rude and lying about the manager she said that the manager agreed to call me. Well here we are days later and you guessed it, no call. I don't know what to do at this point! This experience has made me never want to shop best buy again because this is the worst customer experience I've had in a really long time! How do I talk to a manager and get this resolved? I feel like at this point I need to get legal advice. I just want the computer for my son! I'll take any suggestions!
Posts: 112
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Registered: ‎12-07-2021

Re: Nightmare with customer service

Hi there, Sarahskivs,

 

Welcome to Best Buy Forums! Thanks for reaching out, although I wish it were under better circumstances. This certainly sounds like a frustrating situation, and is far from the experience we strive to give our customers. 

 

I would love to look into this closer and assist where possible. To get started, kindly send me a private message by clicking the blue button near my signature. Please include your full name, phone number, and email address, along with your order number.

 

Looking forward to connecting with you soon!

Ravi|Social Media Specialist | Best Buy® Corporate
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