Best Buy Store Purchase

[DustinB2]

Placed an order on your site. It was said to come with a bonus item valued at $19.99 Item showed in cart at checkout. Paid and order shipped and arrived with no bonus. No bonus shown anywhere on the invoice either. Went back to the product page and tried adding the item to the cart, and yeah the bonus item showed up again in the cart. There was no wording claiming the bonus to be limited in any way, or wording saying while supplies last. Nothing. I feel mislead here. You advertised something you didn't provide that added value to the order and was the only reason I bought from you all in the first place. I contacted Twitter support multiple times and have had no response either. I'm not calling you guys because the last time I had to do that it was a waking nightmare.

You guys seem to be all about being tech savvy and all up about e-commerce. So then, where is all the digital online support? Why is there no customer service e-mail? Why is there no live chat option for customer service? I've visited sites that make a lot less money and are way smaller than Best Buy and they have these features, so what gives? I'm definitely not buying anything from Best Buy again anytime soon. This experience has been trash.

[hockeycanuckjc Community Veteran]

If this was a digital item , you would see this in your account and it would say " We've emailed you instructions on how to get this item"

Did your item you purchase reflect the bonus item in the cart? If So Best Buy can help with this. Due to the volume of posts, you may encounter a slight delay in a response. If you need immediate support you can try the chat service or phone lines when they open in the morning.

[DustinB2]

I appreciate your trying to help (it's more than Best Buy has done), but no it was a physical item. Yes it was in the cart before I hit paypal checkout. Somehow I doubt Best Buy can or wants to help with anything. I see newer questions than mine getting answered and addressed by their Twitter support daily. Also I see a few new responses by agents to on here. Apparently they can only answer a few a day? Do they pull the names of people they're going to help from a hat? For me Best Buy has consistently had the worst customer service of any retailer I have used so far. Target, Wal-Mart, Amazon, Mom & Pop online stores, even auction sites like eBay have all been faster to respond and fix any issues.

[Kayla-BBY Social Media Specialist]

Hi, DustinB2,

Thanks for sharing your experience with us here on the Best Buy Forum. Fulfillment issues are far from ideal, so I certainly understand where you're coming from with your concerns. It's my understanding that customers are typically assisted in the order they reach out, so I'm sorry for any miss there. Moving forward, I hear that you prefer avoiding the phone and feel there should be alternative support options. While there is not a general customer service email, Best Buy does offer customer support via Chat for many issues. We are also available to support via this Forum, Twitter (@BestBuySupport), and Facebook. For other information about contacting Best Buy, please take a look at the Contact Best Buy page here. 

With all that said, I'd love to look into your particular order situation in greater detail to see what options may be available going forward. To get started, I'll need some additional information from you. Please send confirmation of your full name, phone number, email address, and order number to me via private message. If logged into the forum from a PC, you should see the "Private Message" option next to my signature below this post. 

Thanks,

[DustinB2]

@Kayla-BBY I sent the reply on the 6th. Please let me know when it has been read

[Kayla-BBY Social Media Specialist]

Hey, DustinB2,

I've received your message and sent a reply. I look forward to speaking with you more about you unique situation. 

Thanks,