12-06-2018 12:09 AM
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.
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:
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.
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