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New Member
Posts: 3
Registered: ‎12-05-2018

ABSOLUTE WORST SERVICE EVER!

I purchased a PC, Monitor and an Office 365 subscription on November 26th for a total of $1,085.41. In that total, I paid $65.44 to receive the items on Friday 28th of November. The items had free shipping if I could waint until the next week Monday - Wednesday. I chose to pay the shipping to receive it earlier to spend the weekend recovering my files from Carbonite due to my previous PC crashing. I took a vacation day from work on that Friday the 28th so that I could receive the items so that they would not be left outside and to begin setting it up. I received three emails (one for each item) from best buy on 28th of November (the day I took a vacation day from work) stating that the items would not arrive until December 3rd, the next week which was in the original free shipping timeframe. See below:

 

"We're sorry for this inconvenience, Michael

The carrier has indicated that your recently shipped items may not arrive until 12/03/2018. 

For more information and additional options, please see the What You Need to Knowsection below. 

We apologize for the inconvenience and appreciate your patience. Thank you for being a loyal Best Buy® customer. 

Sincerely, 

Your Customer Care Team "

 

 

I was upset that I took off of work and lost my vacation time but understood that Best Buy cannot help the shipping problems but expected to get a refund of the shipping costs of $65.44 since the items would now be delivered during the free shipping timeframe. I though this would be easy to take care of... I was mistaken. Seriously mistaken. I called customer care and asked for the refund. I was told that it wouyld be delivered that day. I explained the three emails that I had received and as well as the tracking information from UPS showing that the items would not arrive. They refused to issue the refund insisting that I would receive it that day. I explained to them that according to the tracking, it was in another state just a few hours before and the delivery trucks were already on the road for the day. There was no way I could receive it the day that I had paid to receive it for. I asked to speak to a supervisor and was giventhe runaround. I insisted to speak with a supervisor. I finally got to speak with one and the supervisor just told me the same thing and said call them back tomorrow and we could discuss. I spend over 40 minutes on the phone on my vacation day just to be told sorry. I asked to speak to someone higher and the supervisor said there was no one higher in the company that I could speak with, I insisted and the supevisor HUNG UP ON ME! I am now out my vacation time (8 hours) and time on the phone just to get hung up on.

 

I received three more emails from UPS on December 3rd, the new delivery day, stating that the packages would arrive on the 4th of December, not the 3rd as the best buy emails stated. See below:

 

UPSUPS My Choice®

Hi Michael, you have a package coming tomorrow.

Scheduled Delivery Date:Tuesday, 12/04/2018
Estimated Delivery Time:02:45 PM - 06:45 PM

 

 

I waited until the items were delivered on the 4th of December and called the Best Buy Customer service number on December the 5th to request once agan a refund of the shipping charges. The customer service rep was very friendly but could not undestand what I was trying to tell him. He was struggling with the proper words in English. It was apparent that he was not comfortable with his English. He was very polite and proper but his inability to comprehend the problem prolonged the call. I was patient adn understanding. He had to leave the call several times, I am guessing for assistance, but returned and stated that I would be geting a $38 refund. I asked why was I not getting the full refund. Before he could answer, I received an email at that moment stating that I was getting a credit of $65.44. I was pleased and thanked the rep. I thought this ordeal was over but I was mistaken. A few hours later, I was balancing my checking account and noticed there was an issue. Rather than BESTBUY.COM crediting me the $65.44, I was charged another $65.44! I now need a credit of $130.88! To make matters worse, the checking account is set up just for online payments and there is a good change that another payment will possibly bounce tonight due to the taking of $65.44 rather than depositing the $65.44. I am now out $283.52 in vacation time, spent almost two hours on two seperate phone calls only to be hung up on one of those by a supervisor ans now need to be credited the $130.88 for shipping and waiting to see if the checking account bounces. THIS HAS TO BE THE ABSOLUTE WORST CUSTOMER SERVICE OF ANY COMPANY I HAVE PURCHASED FROM!

 

I urge the managers in BestBuy to listen to the calls and make your own assesment of what the proper way to handle a customer is. I am positive you did'nt mean for this to happen this way. The question now is what are you going to do about this? I hope you make changes in the way you handle customers so that no one has to go through this again. I do expect a call from someone concerning this matter please.   

   

New Member
Posts: 3
Registered: ‎12-05-2018

Re: ABSOLUTE WORST SERVICE EVER!

Yes Best Buy, you bounced my account and no one has responded to this complaint or on facebook chat.

 

 

 

 

Member
Posts: 12
Registered: ‎11-26-2018

Re: ABSOLUTE WORST SERVICE EVER!

Wow, that’s pretty pathetic of Best Buy. File a chargeback on the duplicate amount. In doing so, and subsequent overdraft fees will be waived. Banks cannot profit from fraud. Discuss that with your banker.

Then file another chargeback for the original purchase, requesting the shipping be refunded. It’s important to file both chargebacks separately, as they have different reason codes. The duplicate charge is absolutely unauthorized. You won’t lose your money to overdraft fees.
Best Buy Employee
Posts: 552
Registered: ‎01-09-2015

Re: ABSOLUTE WORST SERVICE EVER!

I agree that there was a big opportunity to handle this entire situation better. My recommendation for the quickest resolution would be to contact 1-888-BestBuy again and explain the situation so that they can correct it. If you do not like that idea, you are welcome to wait on a response to your post here or on Facebook. As the holiday traffic has created a backlog it will most likely take a few days for them to respond. With decades of experience in store, I would recommend not taking Obey’s nuclear option response. In the long run, it is only going to slow down the process as it will add extra days and end up looped back to the same team that can correct it here. This is clearly a mistake that Best Buy would want to fix, save chargebacks for a time when the seller is unwilling to do anything for you.
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***
Member
Posts: 12
Registered: ‎11-26-2018

Re: ABSOLUTE WORST SERVICE EVER!

Is it nuclear no. Is a snowballing mass of overdraft fees a huge concern for the OP, yes. BBY is going to undo this snowball of overdraft fees, unlikely. My method ensures he doesn’t eat a ton of overdraft fees.
Best Buy Employee
Posts: 552
Registered: ‎01-09-2015

Re: ABSOLUTE WORST SERVICE EVER!

And takes longer and ends up in the same hands either of the other two methods I listed does. I’m trying to lessen the time that this mistake is affecting the OP, it is a clear error and easy to fix.
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***
Member
Posts: 12
Registered: ‎11-26-2018

Re: ABSOLUTE WORST SERVICE EVER!

If he files a chargeback, he has the money next day as a provisional credit, until BBY responds to the chargeback. Then the snowball of overdraft fees stops there.
New Member
Posts: 3
Registered: ‎12-05-2018

Re: ABSOLUTE WORST SERVICE EVER!

I had to send my bank a copy of the email showing where best buy was supposed to credit my account or they would hold the overdraft fee against me on my account. They refunded the fee. I called customer care and they would refund me a total of $130.88 ut it would be two weeks up to a billing cycle before I receive a credit on my checking account. So now, Best Buy is holding up $130.88 instead of $65.44 from my account for up to 30 days. The credit has yet to show up. They took it out instantly yet make me wait up to a full billing cycle to get redunded. No mention of the lost time on three different calls, getting hung up on and not being reimbursed for my time off work. Also, the facebook complaint on messenger has yet to respond to anything. I said i was in line to be responded to... that was five days ago and several times putting in the request to be spoken to on their facebook messenger. They are obviously picking and choosing which ones to respond to if they are even responding at all...