01-25-2023 02:01 AM
Here's my story, I bought a Sony Camera FX3 with 18-month financing, and upon receiving it I noticed that there was damage to the display screen, so I go to the local Best Buy and ask for an exchange, the guy there takes the return and places a new camera order to be delivered to my house in the next week.
The day that the replacement was supposed to arrive, the FedEx delivery person never knocked on the door, so I check the tracking to when they will attempt a second delivery, and I notice that the package is on its way to Kentucky, I called FedEx and they told me that Best Buy changed the address of the item and that I could not do anything about it and to call Best Buy, so I call Best Buy and they tell me that I should be getting the item the next day (which I know I won't cause It's heading to Kentucky, I live in Florida)
So the next day of course it gets delivered to Kentucky, and lo and behold, they delivered to their warehouse and marked it as if I had received the item, WHICH I DID NOT (it's all in the tracking) so AGAIN I call back and the rep says that he will place another order and to pick up at a store near my house. Ten minutes later, I get an email saying that the order was canceled, so I call AGAIN, and tell them the whole story, this time the rep says that she will escalate the issue and I'll be contacted in 24-48 hours. 48 hours go by and I haven't received any solution, so I call AGAIN, this time this rep tells me the same thing, that I will be contacted in 24-48 hours, I tell him to let me speak to his supervisor, and he refuses and tells me to wait the 24-48 hours.
Then today I finally get an answer to all this problem, where they told me that they refunded me the money (thing that I never wanted cause I wanted to use the limited-time offer of 18-month financing) and to make it worse, THEY CHARGED ME A $600 RESTOCKING FEE!
So I call back AGAIN, wait 20 minutes to get my call answer, when I finally get someone I tell her the whole story and that I want to speak to the supervisor, and she hangs up on me.... I call AGAIN, tell this other rep the whole story and that I want to speak to a supervisor, he transfers me to a department that has nothing to do with my issue, so then she says that she's going to transfer me somewhere else, and then after a 30 minute wait, I get hung up on.
This is by far the worst phone customer service I ever received, the only reason I bought with Bets Buy was cause of the 18-month financing, and now they charged me $600 for their mistake, and I can not speak to anyone that is willing to fix this issue.
01-25-2023 02:35 PM
Welcome to the Best Buy Forums! We appreciate you reaching out to us here and sharing this, though I'm concerned to hear about your experience. I certainly understand your frustration given the issues with the replacement order for you camera, and especially being charged a restocking fee afterwards. I'd be happy to take a look into this and see what we can do to help. To get started, can you send me a private message that includes your full name, email address, and phone number?
01-26-2023 12:43 PM