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Posts: 1
Registered: ‎11-28-2020

Cancelled order after terrible customer service

[ Edited ]

After 3+ hours on the phone with Best Buy and at least 3 hangups, I cancelled my order. I ordered a Bose Wave SoundTouch IV to be picked up in the Winston Salem NC store yesterday, 27 November. The item was supposed to be available in the store. By closing time, I still had not recieved a pickup time. As of today 12:33 PM EST, I still had not recieved a response. I called the store number, where upon, I was transferred from section to section, put on hold and hung up on at least twice. I called the national number, was handed off from person to person, put on hold and hung up on again. I wasted hours of my time before cancelling my order. I will not deal with Best Buy again.  Order # 

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Posts: 983
Topics: 71
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Registered: ‎10-19-2017

Re: Cancelled order after terrible customer service

Hello, KennyT1,


Welcome to our Best Buy forum community! Getting a Bose Wave SoundTouch IV should be a time of excitement, and we are honored that you decided to place your order with us. That said, the experience you described after placing your order sounds like a far cry from the stress-free shopping we meant to provide. 


I know when I place an order for store pick-up, I'm really excited for that email to arrive confirming my product is ready. I can imagine you feel the same way as well! Due to us receiving more orders around Black Friday, it can take a bit longer for our employees to pull products to be ready to pick-up. However, I can understand how that delay, along with the lack of communication when you tried to check on your order, would be less than ideal. I know I'm not a fan of waiting on hold, only for the call to disconnect with no call-back, so I can understand why that rubbed you the wrong way.


While I wish your shopping experience had gone differently, I'm glad you took the time to share this with us. Our goal is to provide the best customer experience possible; we know the only way we can do that is by learning from the times that we dropped the ball.


You might have noticed that your post was edited, as we don't allow any personal information, such as order numbers, posted on our public page. If you'd like me to take a look into the order and document your feedback at our Corporate Office, please use the "Private Message" option in my signature to send over your full name, phone number and email address.





Elle|Social Media Specialist | Best Buy® Corporate
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