07-27-2019 04:27 PM
Yesterday, I ordered a small TV for our guest room because we have company coming today. I intended to pick it up in store as I've done many times, but at checkout I saw that you offered free next day delivery and chose that. I completed the order and got all the usual texts and emails. At 11:47PM yesterday, I was notified that my order would be delayed, but not given any reason why nor was I told when I might expect it.
So I called customer service this morning. I was on hold for 41 minutes and then opted to have someone call me back. I waited an hour and a half for a call back--which still hasn't happened. Then I called customer service again (from my husband's phone in case they tried to call mine). I was on hold for 2 hours and 39 minutes before finally speaking to someone who put me on hold for another 10 minutes. That person transferred me to someone else who had me on hold for another 17 minutes, before putting me on with a supervisor.
I was told by the supervisor that the reason for the delay is "a known issue" with FedEx not picking up orders on time, and was told repeatedly that "it's not our fault." I get that. But it's not my fault either. Your website said free next day delivery. I thought it would save me some time today. Wow was I wrong! Just do something to make me feel like a valued customer instead of telling me you "can't" ( Read: WON'T) do anything.
In total, I spent 4 hours, 6 minutes and 33 seconds on the phone just trying to get some customer care.
All I got was excuses.
I would have been annoyed by, but content with, being told that we would not receive the TV before Monday IF my call been answered in a reasonable time. But at this point I feel that your customer service call center has done more harm to your business than it's worth. There is absolutely no excuse for hold times that long. And, no, I still haven't received that call back I've been waiting for.
I have been a BBY stockholder since the first day I walked into one of your stores, but this is the end. I only buy stock in companies I do business with, and Best Buy will no longer be one of those.
07-30-2019 12:36 PM
Good afternoon, Yvillone,
Thank you for taking the time to join our community forums and letting us know about your experience with this order. I know when I order something I usually expect it to arrive at the estimated arrival date so I can imagine how you would feel receiving this delay notice. We do our best get to every customer as quickly as possible and I apologize that you spent so much time on the phone trying to get more information. I'm disappointed to hear that this may impact future purchases with us. I hope we can welcome you back one day and provide you the expert service we strive for every day. If you need any assistance at that time please don't hesitate to let us know, we'll be happy to help as much as we can.
08-02-2019 03:33 PM
08-04-2019 02:40 PM
08-06-2019 05:07 PM
07-13-2021 05:56 AM
Do you think that's bad? I'm currently been waiting for at least 7 hours and 40 minutes. I called earlier so I could fix the problem I've been waiting for. in total, I've been waiting for at least 9 hours. I don't know what to do but wait, man...