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Registered: ‎12-01-2019
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Complaint for bby.com

[ Edited ]

I'll start by saying I'm not the type to put things on social media but there is no way to email someone and I cant stop thinking about my interaction with .com employee over the phone so here it is.

I had to call .com because for some reason my credit card wouldn't go thought and the bank said the issue was with .com

First, the purchase took 1hr 8mins and 41 secs for 4 items. I URGE A MANAGER LISTEN TO THE CALL.

I'll go ahead and jump to the part of the conversation that bothered me the most. My order is for store pick up and 1 of the items is a gift for my mother who will be picking it up in a different city. When I said our last names he asked "are you Mexican". I responded by saying I thought that was an odd question to ask but if he was asking if I was born in Mexico then the answer is no and neither was my mother. Now, I love my heritage, my family and our history but I dont believe it's best buys business. With the society we live in today and considering the hate and derogatory words used these days I'm not sure what to think.

I cant help but think;

Maybe that's why I have to wait over a week for an item that's in stock at my local best buy.

Maybe that's why it took over an hour for 4 items.

Maybe thats why he aggressively tried to not allow me to use a store credit for part of the purchase.

Maybe that's why I had to ask for a supervisor (which he did not get) for him to allow me to use it.

I just dont know
I think a manager should listen to it and tell me
{removed per forum guidelines}

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Registered: ‎11-23-2018

Re: Complaint for bby.com

Hello, Deelop,

 

Thanks for joining us here ion the Best Buy Forums. These are certainly not the circumstances that we wish would have caused you to connect with us here, but welcome to this community!

 

We take great pride in our diversity here at Best Buy, both of our employees and our customers, so you have our sincerest apologies if this was not reflected in your recent interaction with one of our phone agents. We would never intentionally delay an order or make it difficult for a customer to obtain it, nor would we condone any behavior that is derogatory in any way.

 

We would like the opportunity to document your concerns here at the corporate level to be addressed internally. To do so, please private message me your full name, email phone number, order number, when this call took place, and other details you wish to share on the incident. Please be sure to click on the blue button in my signature to connect privately.

 

Respectfully,

Quinton|Social Media Specialist | Best Buy® Corporate
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Re: Complaint for bby.com

[ Edited ]

{Removed per forum guidelines}

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Posts: 7,177
Topics: 115
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Registered: ‎12-23-2016

Re: Complaint for bby.com

Hi, Delilah,

 

Thanks for getting back to us on this. I will go ahead and document this for you. While I won't be able to share any specific results of this, I assure you that we take it seriously.

 

I believe the reason the person on the phone asked you if you were Mexican is because international credit cards take longer to process, and have some special quirks that can cause issues with orders. They should have taken the time to explain this to you, and I can totally see how that question could be offensive without the right context. This also does not excuse the rest of the issues you had with the call.

 

Please let me know if you have any additional concerns or if I can help you out in any other way.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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Re: Complaint for bby.com

The comment was made after I said my mom's name for pickup which has nothing to do with my credit card. He also had the opportunity to explain when I said I found the question odd.
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Posts: 7,177
Topics: 115
Kudos: 448
Solutions: 393
Registered: ‎12-23-2016

Re: Complaint for bby.com

Hi, Delilah,

 

I agree that this was not handled appropriately. As I said, I'll be documenting this so that we can be sure that we do better in the future.

 

Thank you again for taking the time to bring this to our attention.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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