09-12-2020 09:21 AM
I received a 500 Visa debit prepaid card through my job and wanted to use it to purchase a TV from bestbuy.com, the TV itself incl taxes totaled to $501 and me being 'creative' attempted to purchase an e-gift card using the prepaid card so I can use two payment methods. (Bestbuy Credit Card + E-Giftcard) well, it failed and unfortunately put 500 pending on my visa prepaid card so I could not use it to buy a TV until it clears. I called BB cash star and customer relations but after 6 escalations and 75 minutes on the phone (90% of the time on hold), they just asked me to reply to the email asking them to re-process it again (which I did since I got tired of dealing with outsourced support).
Extremely disappointed at the customer experience with BestBuy. I understand that one customer might not matter to this company and only wanted to vent my frustration. I am also a BestBuy CC holder and contemplating canceling that due to this one incident. It really left a bad taste.
09-12-2020 01:43 PM
09-12-2020 01:49 PM
Thank you for your post! Yes I did register prior to buying the giftcard and ensured that it matches the billing info.
09-14-2020 06:38 PM
Thank you for joining our online community. We enjoy hearing from our customers, and our team is happy to offer our support and guidance. A new television would be something to be excited about! We sincerely appreciate you choosing Best Buy for the investment, although the outcome isn’t what we would have hoped for.
There are a few factors that could cause an order to cancel. When that occurs, an email should be sent, with information on the cancellation. There would be a short period when the funds may not be available for use. If you’re in need of further support with the Visa pre-paid card you used, we’d kindly advise you to keep in contact with Cashstar.
Please know, your patronage is appreciated. We hope you will give us another chance to show you a better experience in the future. When that time comes, our team will be a resource available for you. You’re invited to reach out whenever necessary.
09-14-2020 07:03 PM
Thank you Sarah, but one thing I would suggest to corporate is to re-evaluate their partner Cashstar, especially pertaining to how they handle support calls. As an IT manager for one of the biggest companies around, I found that Cashstar/BB's customer service very lacking, which in turn taints the whole customer experience for me. Our agents are trained to take ownership and accountability for every call and to see the call through when being escalated. Six times I was escalated to a clueless agent who listened for 20 seconds then auto-escalated me to another, it was quite a surreal experience as I basically spent 1-hour re-telling my story over and over again. I now purchased the TV from Costco but I hope your company take this feedback and improve as I see that I am not the only one experiencing this.
09-19-2020 08:28 PM
Anything corporate can do on my behalf? This has gone way too long. My funds are still on hold. I want to use it for other things. I feel that what BestBuy and Cashstar are doing is unethical. Horendous customer service from support and corporate.
09-20-2020 03:44 PM
Hello again, LemonadeVodka.
I understand you’re anxious for the funds to be returned to your gift cards. Please know, this is something Cashstar would likely need to provide support with. Our team is based out of our Corporate Office. We’d be happy to review the order history, in effort to ensure everything was processed properly.
When convenient, please send a Private Message. For verification purposes, we’ll need to confirm your full name, email address, and telephone number. If the order number is immediately available, please send that along as well.