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New Member
Posts: 4
Registered: ‎09-21-2018

What great customer service looks like

Good evening:

 

First i would like to say that the representative who helped me with my purchase is pleasant and knowledgeable.  The issue is that he is not "empowered" to make the decision I am seeking. As a result I am reaching out to this outlet...

 

I am clearly in a cylce of "when it rains it pours' literally. My refrigerator began to sound like a helicopter and was on its last leg. I did my research and with the help of your employees I made a decision. I purchased an"open box" refrigerator. The purchase was made during your Labor Day Sale..as stated I did my research. The refrigerator was to be delivered this Saturday the 22nd and never left the warehouse.

 

 

Unfortunately a few days later while sitting on my bed we experienced heavy rain, thunder and lightning. The verdict  was not what I was expecting...I need an ENTIRE new roof. I am iike most people in that my budget is limitted. I cancelled the refrigerator order on Thursday, September 20th. I went back to the store today to purchase the exact same refrigerator and was told that I could not have the same price and there is nothing that can be done.  

 

Please know that I facilitate Customer Service training on a regular basis.Much of my personal training took place at The Ritz-Carlton. I KNOW what great customer service looks like. I also know that there is someone somewhere that can make the REASONABLE decison to charge me the same price I paid yesterday for a refrigerator I purchased today.   Because it was an "open box" item I did not want to take the chance of losing it as I am currently without a refrigerator.  

 

Please demonstrate the customer service that I am CONFIDENT you provide your customers. I eagerly await your response and the refund of the difference I have been charged for ONE days difference,

 

Regards,

 

Delta04

Posts: 8,367
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Registered: ‎11-10-2008

Re: What great customer service looks like

It's always nice to have customer service and I am very much a firm believer of the "Customer is always right" phrase because CSR's are there to help customers in any issue they have.

 

With exceptions to some rules, Best Buy's terms and conditions do have some limitations.

 

If your item was purchased as part of a limited day sale only, 1 day sale , they cannot honor it.

 

The same goes for if you use a coupon that is consumable for a sale. Once the discount is applied and the code is gone, it cannot be brought back.

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New Member
Posts: 4
Registered: ‎09-21-2018

Re: What great customer service looks like

No I do noy find your response helpful and no this was not a one day sale; I will reach out to the corporate office and seek the assistance of a reasonalble individual that is empowered to demononstrate what customer serevice REALLY is!

New Member
Posts: 4
Registered: ‎09-21-2018

Re: What great customer service SHOULD looks like

No I do noy find your response helpful and no this was not a one day sale; I will reach out to the corporate office and seek the assistance of a reasonalble individual that is empowered to demononstrate what customer serevice REALLY is!

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New Member
Posts: 4
Registered: ‎09-21-2018

Re: What great customer service SHOULD looks like

MY POINT was this was NOt a one day sale I purchased the fridge aat one price had to cancel on Thursday due to unforseen circumstacnce called back on Friday and the same proice was refused...this is POOR customer seervice! I need someone with authority and who cares about customers to make a reasonable decision.

Posts: 4,377
Topics: 26
Kudos: 361
Solutions: 237
Registered: ‎12-23-2016

Re: What great customer service SHOULD looks like

Hi Delta04,

 

Welcome to the Best Buy Community forums. I’m sorry for the delay in my response. We’ve been very busy recently and it is taking longer than I’d like to get back to everyone.

 

I always buy open box appliances because it is a great way to save money while getting a great product. Prices on open box items are based on the current sale price, and when prices go up, open box prices go up as well. Under our Price Match Guarantee we are unable to match previous pricing, and we do not ever match open box prices.

 

Because the original order was cancelled we would not be able to get you the refrigerator at the price you initially paid. That said, I’d be happy to look into this for you to see if we can find a fridge that may fit your needs and budget.

 

Please reach out to me through a private message by using the link in my signature below this post. I’d need your name, email address, phone number and order number. Based on that I’ll take a look and see if we have any open box inventory in your area that may work for you.

 

Any details about what you’re looking for in a fridge, and your budget, would be helpful.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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