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Posts: 1
Registered: ‎01-24-2019

$730 order disappeared, no accountability escalation or resolution possible?

First of all I want to say that BestBuy customer service is an absolute joke, it is nothing but laughable to me at this point if i can even say that. I have never in my life been so irate over a company before. It has been 11 days now since I placed an order for an item totalling over $730 which has apparently been lost in the mail, it has been over 3 days now and the bestbuy call centers which happen to be completely overseas, with no way whatsoever to escalate or transfer out of that one department promised that my claim for a refund on my order would be resolved within 48 hours which has come and gone and still no resolution. Noone is able to do anything nor do they know anything in that department, theres absolutely no accountability so the employees whos employee # and name I got who straight up lied to me on recorded calls have nothing to worry about because who cares what they even say to customers, I can't do a single thing about it. Theres no higher echelon of support, theres no way to get my money back, this is absolutely insane, and I cannot believe how poorly and inefficiently customer support for a company as big as bestbuy is ran. All this tells me is, we got your money, who cares? I will make it a point to show everyone I know friends families and coworkers included how badly this was handled and drive away as much business as possible from bestbuy because the deplorable customer service is an absolute joke. Why is there such an absolute lack of service for a company that sells such big ticket items?

Posts: 1,719
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Registered: ‎10-19-2017

Re: $730 order disappeared, no accountability escalation or resolution possible?

Good afternoon, User875558,


Welcome and thank you for taking the time to reach out to us on the Best Buy forum! If a product goes astray once it has left Best Buy with a carrier, that is indeed disappointing to hear. I’ve had items lost in the mail system myself, so I can understand where you’re coming from with being upset that your highly anticipated item didn’t arrive as expected.


Regarding your feedback that your service over the phone didn’t go as smoothly as we would like, I appreciate you letting us know about that as we are constantly working to try and improve the customer experience. While I cannot change what has gone before, I’ll be very happy to look at your situation further.


So I can do that, can you please send a private message with some additional information? I’ll need your full name, phone number, email address, and order number. Also, to confirm, your current request is to receive a refund instead of the product, correct? While I still need to look into your situation to see what options may be available for you, I just want to make sure I understand your preference. As we care deeply about customer privacy, please be sure to send your information in a private message. You should be able to select that option from my signature below.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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