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Posts: 4
Registered: ‎04-29-2019
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Online/Instore Service Complaint

To whom it may concern -

 

Just not my day to try and get a laptop today...Started with trying to make an order at the start of the flash sale going on today but my credit card company declined my card. I waited until morning to try again, didn't work. I called my credit card company and got routed through 7 different departments to finally have someone tell me it is a Best Buy issue and the credit card complany resolved all issues on their end charges.

 

I tried again for the 5th time on BestBuy.com to buy the item I wanted, it failed. I tried again and it said I have reached the maximum limit of orders for this item. There was only one left in stock so I was trying to make sure I got it. I called Best Buy and they said they can't hold items and given the number for customer serivce, end of that call. Then had to call back to customer service. First person said it should work, but I explained. They transferred me and they couldn't help. Then transferred me to Sales and they said they can't sell Apple products over the phone. I asked if there was a tech support that should help me, but appearent an electronic company doesn;t have that within their customer service....They told me to go in the store to resolve, thanks.

 

Went to the store. After waiting a good 10 minutes to be helped while 6 employees were standing around chatting. I finally got help. He got the product I needed and I tried to explain my wife is a teacher to get the apple care price adjustment and he shared it was $249 (the last time I was at the apple store it was $249 and they knocked it down $66). I showed the employee the proof of receipt from the last time but no avail for the extra discount.

 

Then the employee proceeded to sell me on the Best Buy credit card to save an additional 10% in cash back for my first purchase and he raved over the no annual fees and cash back. I waited around gave my information and then after all that time the bank declined the card but offered me one with an annual fee. Such a joke, there is no way I should be getting declined for that card. After an hour in the stores and over an hour and half on the phone I got stuck with the price of everything and nothing went my way.

 

I don't know what they means or who can help, but this was one of my worst Best Buy experiences ever. You have a customer looking to buy a more expensive item from your store you would think you would meet the need and not just make excuses and apologize over and over.

Posts: 229
Topics: 18
Kudos: 64
Solutions: 18
Registered: ‎10-03-2017

Re: Online/Instore Service Complaint

[ Edited ]

Hi there, schmidty47!

 

Welcome to our Community!

 

Having payment issues is never fun, so I can understand your disappointment in not being able to place an order with us online. I would like to go line-by-line and address all of your concerns, in hopes that it will provide you with some clarification with regards to your experience. It sounds like you've been given the run around by both Best Buy as well as your credit card company, which is definitely not what we like to hear. In regards to your payment issues, in the event of any issues processing your payment, we would need to recommend that you work with your credit card company towards a resolution. I understand that your credit card company had told you differently, but there is regrettably little that Best Buy would be able to do if your credit card is refusing the charges of your purchase with us. 

 

Regarding your concerns about placing an order on the phone with us, it is true that we are unable to process orders over the phone for most Apple products. I do apologize for the confusion here and if this was not made clear to you during your call. There is not an exception that can be made to this process, and this isn’t something that a tech support team would be able to change or assist with.

 

As for your concerns regarding the Apple educator discount, that is a program that only Apple themselves offer, and we are not able to match those discounts. Best Buy does offer a Student Deals program, although that program is only open to students at this time.

 

Lastly, our My Best Buy Credit Card does offer some great perks for our customers. I understand you were initially approved for the credit card with an annual fee. A decision like this would have been made by Citi, the card’s issuer, and not by Best Buy. Should you have any questions regarding your credit card application, I would recommend contacting Citi directly for more assistance.

 

I hope this helps to better understand this experience, and ask that should you have any additional questions or concerns that we could assist with, please let us know! 

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-29-2019

Re: Online/Instore Service Complaint

In summary,

 

* Credit card company's fault

* Apple contract

* Apple's Problem

* Citi's problem

 

Nice accountaibility, nothing changed.

 

I think I am good taking a break from shopping at Best Buy for awhile.

Posts: 229
Topics: 18
Kudos: 64
Solutions: 18
Registered: ‎10-03-2017

Re: Online/Instore Service Complaint

schmidty47,

 

I hope that you can understand that I was not trying to make it seem like we aren't taking any responsibility here, but we are here to do what we can to assist our customers. Regrettably, as much as we would love to try and assist you with your concerns, it is true that the issues that you have faced in this experience are a bit out of our hands. We do appreciate you taking the time to connect with us and provide us with your feedback, as we are always looking for new ways to improve.

 

While I cannot guarantee a specific outcome, I would like to take a look into your purchase that you did make in the store and see if there is anything I can do to help other than what we have already discussed in this post. If you will please send me a private message that includes the following, I’ll do my best to help:

  • Your full name
  • Your phone number
  • Your email address
  • Your order number

To send me a private message, please click the button labeled "Private Message" in my signature below.

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 229
Topics: 18
Kudos: 64
Solutions: 18
Registered: ‎10-03-2017

Re: Online/Instore Service Complaint

schmidty47,

 

With apologies, your latest post was received after I had submitted my reply. If your My Best Buy account was attached to the in-store purchase, you should see the purchase on your online account, although it can take some time for it to appear in your purchases section. An in-store purchase does not typically become available to view immediately after a purchase, so we recommend hanging tight until it appears on your online account. 

 

As I mentioned in my last comment, I would like to take a look into this purchase and see if there is anything we can do to help, and I'd be happy to also check on your concerns regarding the attachment to your My Best Buy account, to save you from having to give us a call for more assistance.

 

Please send me a private message on here at your earliest convenience, and I would be happy to help! 

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎04-29-2019

Re: Online/Instore Service Complaint

Thanks Vince and Sean for assisting and reaching out.