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Posts: 1
Registered: ‎11-30-2020

Deeply Unsatisfying Customer Service Experience

I purchased an HP Envy x360 2-in-1 laptop at the location on Cobb Place Blvd in Kennesaw, GA on November 18th. The model that comes with the Ryzen 7 processor was not available at this store, so reluctantly, I allowed the very friendly employee at the store to place the order online, with the expectation that the product would be delivered by November 19th (next day). This was an extremely time-sensitive purchase, and while I could have just driven to a nearby location that had the model, I trusted that this product would be arriving the next day.


The very next morning I received an e-mail stating that the order was delayed. The e-mail stated the item would be delivered no later than November 26th, and if it was not shipped by that day, I would be refunded. This made me feel very untrusting of this purchase. The e-mail also stated that I had the option to contact Best Buy to change or cancel my order if needed. I called the local store at around noon on the 19th, and after nearly an hour on hold, I was routed to a customer service representative in South Carolina. He was not able to help me cancel my order, stating it was in a "processing" or "preparing to ship" status. I back drove to the store on Cobb Place Blvd, hoping that I could have the order either cancelled or edited so that I could pick it up at another Best Buy location in Smyrna, GA, but no one at the store could help me either.


While in the store, I contacted the customer service number, 1(888)237-8289, and spoke with a representative. He was not able to edit/cancel the order either. So now I feel like I'm stuck waiting on a package that might by the 26th, and I can't do anything but wait. I asked to speak to a manager, and the representative admitted that he was working from home in Costa Rica, and could not get me on the phone with a manager. After placing me on hold for 5+ minutes, he said that his manager approved a $100 credit for my inconvenience. I was told that this would be issued back to my debit card within a few days.

I finally received the laptop on the 11/21, three days after the guaranteed delivery date, and past the time-sensitive date when I needed it by. I have since called customer service 5 TIMES and have been given different information regarding the status of the refund, even being told by one rep that he didn't see a history of the refund being processed. My first time checking on this credit was the evening of 11/21, and I was told that "a manager should have been giving me a call and I was supposed to wait until the next day for that call." I told the rep that the "next day" was a Sunday, so he told me to wait until Monday. I waited until Tuesday, and still hadn't received a call. I called customer service again, and was told that the credit had been processed, and should be received by 11/27. I still have not received a credit as of 11/30. I called customer service again this morning (11/30) and was told by the first rep that "possibly the initial rep intended to issue me a $100 credit towards my next purchase". I reassured him that this is not what I had been told in any of my previous phone calls. I spoke with a 2nd rep today, and she is now assuring me that I should see the credit by the end of my bank's billing cycle??? This is ludicrous and I have never heard of it taking nearly a month to receive a refund from a debit card purchase.

At this point I feel like I'm being blatantly lied to by a multi-billion dollar business, and I'm getting ready to completely return the laptop and be refunded, primarily because I cannot support a company with such poor customer service.

If there's anything that can be done to help, I need to know before I do this.



Posts: 5,177
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Registered: ‎11-29-2016

Re: Deeply Unsatisfying Customer Service Experience

Welcome to our forums, matticus10,


Regardless of the item, discovering the item you ordered will be arriving later than the original estimated arrival date is often a frustrating experience.  To hear your contacts with our phone support teams has only added to your frustration is especially disappointing, and I apologize for the inconvenience this experience has caused.


In regards to the $100 credit to your order it sounds like you’ll be receiving, the information you’ve been provided thus far appears to be correct, in that it may take up to one billing cycle for this credit to be visible on your end, depending on the bank or credit card company associated with your account.  I’d be happy to take a closer look into your order to ensure this credit has been processed correctly, however, I’ll just need a few pieces of additional information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


This should be enough information for me to begin my research.  As you can imagine, we’ll want to keep this sensitive information out of the public view of our forums, so be sure to use the blue “Private Message” button in my signature to send me this information.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Hope to hear from you soon,

SeanM|Social Media Specialist | Best Buy® Corporate
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