BestBuy.com

[Bobbyz808]

Best Buy,

please get it together!  you've lost me as a customer as i completely lost trust in you.  i ordered an Epson EF12 projector from you 2 weeks ago, paid for expedited shipping in the intend to receive before Xmas.  Shipment arrived on 12/19 as i received and followed the UPS tracking provided at the time order was placed, except that it was not the projector, it was an apple ipad pencil (projector is worth 10x more).  i called customer service right away, and was told they needed 24-72 hours to investigate, but i will be communicated with another call or email.  5 days went by, i never heard from you.  instead i called everyday for the last 3 days, and was told still under investigation.  today, i was told by a rude customer service rep named Glicerio that the investigation result came back and confirmed Best Buy did send the correct item and that i needed to deal with UPS on this issue.  moreover, he stated that because of that result, what i say is just a claim with no evidence.  basically calling me a liar.  this is absolutely unaccetable!  this rep needs to be fired for the way he treated a customer who is the victim here.  this has to be the worst and most terrible online shopping experience i have ever had.  i just could not beleive such large and reputible corporation like BB would treat their customer this way when you were the one who messed up.  this is not just bad customer service, this is plain robbery!

Terrible, just absolutely terrible!  as of today 12/23, my credit card had been charged, i have not received what i ordered, i'm stuck with this piece junk pencil and you threatened to charge me if i don't return it.  Terrible robbery!  i am fearious!  BB, you need to get your stuff together before you lose more customers!

[Bobbyz808]

wow.  i guess i'm not the only one had such horrible experience.  this is unacceptable.  BB needs to stop pushing responsilibties to others.  they clearly have internal theives.  get it together.  and stop making your customers pay for your mistakes before you lose us all

[Elle-BBY Regular Contributor]

Hello, Bobbyz808,

Welcome to our Best Buy forum community, although I do wish it was under happier circumstances. Getting a projector is a big deal, which is why we are honored that you decided to make this purchase with us. However, the experience you described is a far cry from the one we set out to provide!

As someone who likes to keep a close eye on my tracking details, I can imagine how your excitement at seeing the package was delivered would turn to disappointment when you were shipped the wrong product. That would make me anxious as well, but I'm glad you brought it to our attention.

For me to look into this further and see what options we might have to turn your shopping experience around, can you use the "Private Message" option in my signature to send over your full name, phone number, email and order number?

Cheers,

[Bobbyz808]

Hi Elle,

i appreciate you getting back to me on here.  i will send you a private message with requested information.  i do want to clarify, as frustrating as to not be able to receive the item i ordered before Christmas and i have to keep calling customer service about it, it is not acceptable the way i was treated by the phone customer rep to flat out tell me - i have no proof and deal with UPS, BB will not be responsible.  i would only expect this type of response from maybe a Craiglist seller or something.  i am really taken back by this from a large company like Best Buy

[Elle-BBY Regular Contributor · Accepted solution]

Thanks for sharing this feedback with me, Bobbyz808!

Our goal is to provide our customers with the best shopping experience possible; we know an important part of that is for it to be convenient to get in touch with someone helpful if anything goes wrong with your order. That's why it hurts me to learn that your time working with support was a far cry from that.

I know how tough it can be to track down the perfect gift for someone, as well as how exciting it is for it to arrive so you can give it to them. I can imagine how disappointed I would be if I did my research and decided to go with a projector as a gift, only to receive an Apple Pencil instead.

That's not a position we meant to put you in, but I'm glad you brought this to our attention. Receiving the wrong item, especially during the holiday season, is stressful enough on its own. Reaching out to us for support is meant to make that process better, so I'm disappointed that's not how you felt, as well as that you had to keep calling in to try and get help. I know I have other things to do than call in and wait on hold to talk to someone, so I imagine you do as well!

I'll check out your Private Message shortly so that we can look into this further! 

Cheers,

[Bobbyz808 · Accepted solution]

Elle,

Thank you again for addressing this issue. You have been great to communicate with. Only if customer service could’ve been as helpful as you, it wouldn’t led me having to elevate it on here. 5 stars for you.