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New Member
Posts: 3
Registered: ‎08-06-2021

Visited Store, Lost Phone, Horrible Customer Service

I visited the Eaton Centre Best Buy from out of town (I live one hour away), on August 03rd, 2021. I had purchased that morning a new Huawei for my partner (no SIN card yet), and was buying a pair of AirPods from Best Buy for them. After purchasing the AirPods, getting in the car, and leaving I realized I left the new Huawei in the store. I understand this is completely my fault. 

I tried to call the store to learn you cannot contact them directly, nor can you reach a human via the phone directory or is there a line to reach the store for lost items or in-store experience. I reached out via the Customer Service chat and had the worst experience. I said I'd left a new phone in Best Buy and urgently wanted to contact the store.

I was told "We have no access to contact the store too", and then when I asked to speak to a supervior who could maybe escalate to the store, I was told "All our supervisors are only for online shopping, no one has access to the store." In my absolute disbelief (and still no apology or apparent concern for my very expensive lost item), I said there must be some way to contact the store. The reply was "We operate from East Asia, we have no access to contact the store." When I asked then to be forwarded to a supervisor for a shopping complaint, the customer service agent said I'd wait 2-3 minutes on hold. 

After 21 minutes I reached out because no one had contacted me, and they said they "recieved permission to escalate this to the store". To which I asked why I was told they couldn't contact the store, and why I was told originally I couldn't reach a supervisor. They argued and said they'd never sent that, even though in the conversation we were still in, those explicit words were said. 

At this point, I know my cell-phone is long gone. I was told however that I would recieve a call back and though it would be a max 48hr turn around, the supervisor is supposedly marking it as urgent. 72 hours later I got a phone call confirming my cell phone was indeed not with the staff. I explained my upsetting customer service experience, and got little apologies, but instead was asked to wait so they can "double check my phone isn't there", when I said I didn't need to wait, I'm sure someone would've noticed it in three days, I was told to "have faith in humanity" 

The whole experience was condescending, and quite frankly alarming, and though initially losing the cell phone was my fault- it would've been nice within a reasonable time frame to be able to ask a staff member to take a look for it, especially after I spent 1 hour and $250 on gear. 


Posts: 9,923
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Registered: ‎11-10-2008

Re: Visited Store, Lost Phone, Horrible Customer Service

You can also request the footage that day of the camera in the area you left it from a supervisor there has to be a record of you being there as receipts are time and date stamped with the area you visited to pay for your items. I'm sure this can help in this matter.

 

I have forgotten things many times at the store, including my debit card on accident and my wallet so I know how frustrating it is.

 

A mod may be able to chime in as well.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
Recognized Member
Posts: 222
Registered: ‎07-16-2014

Re: Visited Store, Lost Phone, Horrible Customer Service

I'm sorry if this is out of line, but once you realized you left the phone at the store, why didn't you turn around and just go back? I understand, an hour drive is an inconvenience, but it's also not an extreme... heck, I think the average commute time to work in US is about an hour. Don't get me wrong, I know there might be a thousand reasons why it was not possible for you, I'm just saying that's something that I would have done for sure. Do you think you left the phone on the counter somewhere? The fact that it's now gone with not trace also makes little sense, as the other poster mentioned, there are cameras everywhere, so they should be able to check on it. But yes, there is no easy way to contact the store directly.

Valued Contributor
Posts: 2,446
Registered: ‎02-07-2011

Re: Visited Store, Lost Phone, Horrible Customer Service

Sometimes this works also. Emailing the store directly. Some stores are better at answering then others.

https://forums.bestbuy.com/t5/Best-Buy-Store-Purchase/How-to-Contact-Store-Management-via-Email/td-p...

New Member
Posts: 3
Registered: ‎08-06-2021

Re: Visited Store, Lost Phone, Horrible Customer Service

Sorry for any confusion, as soon as I got home (which is really 1hr 30) I realized it was missing - so it would’ve been a two hour round trip & I called right away assuming I’d be able to contact them faster. A phone left at a table in downtown Toronto is swiped in minutes, so there is no point to ask for cameras, etc. as I understand it’s my fault. The frustration was the complete impossibility to contact the store, the employee saying I couldn’t reach a supervisor or the store (when both were possible). The customer service was beyond horrible. Had I been told when I reached out to customer service I could email the store, I 100% would’ve.
Posts: 18,315
Topics: 2,994
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Registered: ‎09-29-2008

Re: Visited Store, Lost Phone, Horrible Customer Service

Welcome to our community, SydneyS.

 

As time has marched on, I've become more and more attached to my phone as it fulfills a lot of niches for me. I was resistant to upgrading my cellphone for along time, but it's endeared itself to me over time for its many uses. I can't imagine being without it now, so I understand your urgency in locating yours again.

 

With apologies, this Community is intended for our U.S. customers. Please contact Best Buy Canada for further assistance with your concerns.

 

Thank you for writing to us.

John|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: 3
Registered: ‎08-06-2021

Re: Visited Store, Lost Phone, Horrible Customer Service

This is an unfortunately prime example of what I was talking about - if you have any advice as to how I could contact a Canadian forum / something more responsive than the customer service chat, I’d be appreciated.
Best Buy Employee
Posts: 2,403
Registered: ‎01-09-2015

Re: Visited Store, Lost Phone, Horrible Customer Service

That link offers up 3 options: call, email, or chat.  Best Buy Canada doesn't seem to have a forum, and the support or suggestions you get here will be limited.  Best Buy Canada is a separate entity with policies that align with Canadian requirements, hence the limited suggestions.  One thing not mentioned is that they have a twitter account for assistance which you may try, it is @BestBuyCanHelp.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 9,923
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Registered: ‎11-10-2008

Re: Visited Store, Lost Phone, Horrible Customer Service

As jdogg mentioned and also an official BBY Mod this would be the final answer that they would have for you on the forums as these forums are primarily for the USA. I'm sorry you feel frustrated but BBY Canada does have their own format of support.

 

They used to have a forum called Plugin which was similar to what is here but it was discontinued in favor of another way of facilitating support for customers on Social Media.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***