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New Member
Posts: 1
Registered: ‎01-06-2020

Poor Customer Service

We were in store over the weekend and had a great experience purchasing HDMI cords and a splitter for a TV project we are installing in an emergency services conference room for a remodel. We decided we wanted to order the TV’s and mounting brackets online to ensure we got exactly what we were looking for. Today I went online to purchase the TV’s. I purchased two Samsung 65” TV’s and mounting brackets to go with them. While checking out I realized the delivery option wouldn’t work well for us as in emergency services you just never know when you’ll have the next call or staff available without putting on an extra person only for an order arrival, so we decided to do a store pickup. All was paid for and good to go, until I received the receipt and realized due to purchasing it on our company card it was in our directors name. So I called the store and was advised to make to make the adjustment online within 30 minutes so I did so. Received notification that 1 TV and both mounting brackets were ready to be picked up. I thought hmmm I don’t want to make an extra trip as it’s one hour one way. I called back to the store and spoke with a male and asked if both TV’s would be ready to go as I only see the one showing ready. I was assured yes both would be ready and it won’t be a problem. So I hopped in my vehicle and made the trip to Oakdale, MN. I arrived checked in, all went well and was told to pull my vehicle up front to load the TVs. I pulled up front and one TV comes out with an employee. He then tells me there was an issue with the second one and I needed to return inside the store to handle it. I approach the pickup area again and am informed that I’m in waiting for the “fraud check” because of switching the pickup person. I advised I had called up and was told there would be no problem. He goes back and calls the fraud dept and comes back to inform me I can have it delivered next Tuesday in a time window, wait and allow him to submit a ticket, cancel the order and pay for it myself, or come back another day to get it. All answers we not acceptable to me, so he goes back on the phone and then informs me it was after 7pm and the fraud dept was closed so he had no other options for me. I at this point had, had enough and requested the order be cancelled. Has anyone else experienced this type of service of being assured it was good and then learning nope you cant have you order?! I’m purely disappointed in the service.
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Posts: 6,834
Topics: 109
Kudos: 571
Solutions: 380
Registered: ‎12-23-2016

Re: Poor Customer Service

Hello, svaa,

 

Welcome to the Best Buy Community forums. I'm sorry about the issues you ran into with that television order.

 

We should not have told you that both televisions would be ready because of the possibility of something like this happening. We aren't able to speed things like authorizations along when a verification issue like this pops up, and we should have let you know that.

 

Under our Privacy Policy, we would need to speak with the person whose name is on the order to look into this to assist. If your director can register an account and reach out, just as you did, I'll be happy to check this order out to see if I can help.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
New Member
Posts: 1
Registered: ‎01-07-2020

Re: Poor Customer Service

I have been advised by my Assistant Director that I need to respond to this message. Everything he has described above is accurate and I find this situation to be unacceptable. Please advise if you need any further information from me as the Director.
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Posts: 6,834
Topics: 109
Kudos: 571
Solutions: 380
Registered: ‎12-23-2016

Re: Poor Customer Service

Hi, svaaadmin,

 

Thanks very much for taking the time to register an account with us.

 

Please send in a private message, through the link in my signature, with your name, email address, phone number, and order number, along with a brief description of the issue you're having, and your desired resolution.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!