09-13-2021 10:21 AM
My wife, Shannon and I went to the Best Buy Store in Charlotte, NC (Rivergate) to purchase a new TV. We placed our order and looked forward to having our TV delivered. We waited a week and finally had to call and found our order was cancelled. We returned to the store and replaced the order for a better TV along with the new Beta package and no sooner than we left the store the order was cancelled again, however the Beta plan was still intact. James and Mark at Best Buy were very patient and empathetic as no one could figure out why this was taking place. We contacted Best Buy Customer Service and Brittany did a 3 way with Citi Bank to see if it was our Credit Card and it was not. The order was approved on Citi Banks end for both cards and was cancelled within 5 mins of being placed on Best Buys end. Brittany escalated our issue and no one addressed the situation. We spoke to several people over the course of 3 months, escalating the issue for a second time and still no response. We were told we could not speak with a Supervisor as no one was available to assist us during the times we called. We finally took the time to stay on the line for 2 hours speaking to 7 different people only to find out our account had a fraud alert and we had no idea why. No one could explain why we were experiencing this issue and no one took the time to investigate. Finally, Cindy, the only supervisor that would talk to us, reviewed the account and connected with the fraud team to insure we would be ok to make our purchase. Aside for the people mentioned in this, my wife and I are extremely disappointed with Best Buy’s customer service and the line of communication throughout the organization connected with this issue. We have supported Best Buy for years and would like to continue. The team at the Rivergate location compensated us for our inconvenience within their means but no one from Best Buy Corporate offered us any compensation for the 3 months my husband and I spent being passed from person to person with no resolution and no clear understanding as to why our orders cancelled time after time. We would like compensation for the time we spent traveling back and forth to the store, on the phone with the reps with Best Buy and Citi Bank, our reputation as loyal customers to both establishments and our overwhelming frustration with the entire ordeal. Please contact us at your earliest convenience, as we look forward to speaking with someone.
09-15-2021 01:40 PM
Good afternoon, CLTaylor,
Welcome to our community forums and thank you for taking the time to let us know about your experience looking into these orders. It's certainly strange to hear that you were encountering this issue for so long and had such a difficult time getting assistance with this. We strive to provide expert service no matter how you get in touch with us so it's disappointing to hear about this. I'd certainly like to make sure we document your experience here at our Corporate Campus so we can work to prevent something like this from happening in the future.
To get started, I'd like to review your case history and will need a bit more information in order to do so. Can you please send me a private message that includes your:
You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you so I can continue to look into this.