I have been through a circus with Best Buy customer service.
I placed a same day delivery order yesterday. It never came. Called last night and was put on a hour and fifteen minute waitlist to speak to somebody. Somebody called me back at 10pm. They kept saying it will be delivered. I had to explain it was 10pm there is no way. She finally said it would be delivered the next day, to which I promptly asked for my delivery chage to be refunded. I expressed to her I am an essential working in healthcare and will not be home during delivery time that day and she said I would not need to be.
Fast forward to today. Around 2pm, my doorbell camera went off. The delivery lady was there. Cool. I had somebody go over to my house while I was at work to put the package inside, but it wasn't there. I called, was put on a wait hold for over an hour. They said it was returned because it needed a signature. The lady the previous day said it did not. I specifically asked that question. The website also says no signature needed for same day delivery. Awesome, so where is my computer? Nobody knows. Had to call back because I got an email about a refund. I never asked for a refund, nobody called me about a refund. Was put on a two hour hold. Got through to somebody, they put me on another hold and after 22 additional minutes, I was hung up on. So I had to start over, again. Called, another two and a half hour hold now. So at this point, I've been on hold collectively about 5.5 hours. Somebody finally got through, I talked to her for a while, she couldn't figure out how to interject the refund. I explained I can't just buy another computer without at least that money being in my account. I need my computer for work as I am in healthcare and travel to patients houses, and then conduct telehealth video conferences. She couldn't figure it out, transfered me, that guy was just in sales and couldn't do anything, he transfered me. Waiting ANOTHER HOUR AND A HALF and right when the lady answered, I was disconnected. The guy just before her said they have my number and if I get hung up on again they would call back. Well that didn't happen. So, I had to call AGAIN. This time, they said the wait was over THREE HOURS.
So here I am, going on 8 hours of waiting to speak to somebody to help me. When all is said and done and my computer and/or money is located, what is Best Buy going to do for me for this INSANE inconvenience? I can't do cubrside pickup as I am working. So how will I be helped? This is the most ludicrous retail experience I have ever had. There is no online chat, no email, we are forced to be on hold for HOURS.
