12-30-2019 03:56 PM - last edited on 12-30-2019 04:10 PM by Bill-BBY
I would like to file a formal complaint?
I purchased a printer, ink and paper online on 12/25/19 to be delivered on 12/27. Due to a system error with the Best Buy online site my printer was delivered to an old address and when I got the text I called customer service. I was told I would be able to get the printer by 12/28 and since the paper and ink hadn't yet been delivered to the old address the delivery would be re-routed but I wouldn't get it until 12/29. I did get the printer on 12/28 but not the paper/ink by the night of 12/29. I then looked at my order status only to see that the items were delivered to my old address. I called customer service this morning and explained to the customer service rep all that had happened. Apparently, I confused her and had to repeat myself again and she said "but your paper and ink were delivered." I was totally frustrated at this person's inability to understand or comprehend so I asked for a supervisor to which I got no response, just another person who informed me that he was NOT a supervisor, he was in fact a switchboard operator who then transferred me to another customer service rep who told me the reason I hadn't gotten my paper/ink is because BB policy is that if the purchase is less than $100.00 the item is not re-routed. So, essentially..because the incompetent rep on 12/27 didn't know this the balance of my order was not even scheduled for replacement and even though none of this was my fault I am left no option but to wait another 3 to 4 days to get it. I told her this was unacceptable because I have an important 10 page document that I need to print and mail and because of all the mistakes with my order I am now forced to go have my documents printed and pay out of pocket to do it and I asked to speak with her supervisor to try to come up with a solution. She told me "that will do you no good, they will tell you the same thing." I went in circles with her and ended up asking no less than 10 times to speak to the supervisor and the rep repeated the above. I asked if she was refusing to allow me to talk with the supervisor, only to hear the same thing and that the supervisor wasn't available anyway. At this point I asked for the rep's name and let her know I would be filing a complaint. I have never been treated as poorly by customer service reps as I was by these and though I have been a customer for 2.5 yrs, I doubt I'll ever purchase from BB again.
01-01-2020 12:22 PM - edited 01-01-2020 12:27 PM
Welcome to the Best Buy Community Forums!
I appreciate you taking the time to write us regarding your experience with this purchase, and on the phones. We try to pride ourselves in ensuring we provide great customer service, each and every time. Being that I am located at our corporate offices, I'm happy to see where I can be of assistance.
In order to better assist you, I am going to need some more details from you. Please send me the order number, your full name, phone number, and e-mail address. To send it, click on the blue button next to my signature. I look forward to hearing from you.