Add Product

Search Results:

Reply
New Member
Posts: 2
Registered: ‎12-07-2020
Accepted Solution

Formal complaint | Order Number:{removed per forum guidelines}

[ Edited ]

I ordered the following items on BestBuy.com:

 

Ring - Video Doorbell Pro and Chime Pro Bundle - Satin Nickel

 

Solar Panel for Ring Spotlight Cam Battery and Stick Up Cam Battery - White

 

Ring - Spotlight Cam Wire-free - White

 

The purchase of the Ring - Video Doorbell Pro and Chime Pro Bundle - Satin Nickel came with a complimentary:

 

Amazon - Echo Show 5" Smart Display with Alexa - Charcoal

 

The 3 items I paid for were able to be shipped but the complimentary Amazon Echo show had to be picked up in store. I have been out of town and received a notification that the order would be cancelled if not picked up by Saturday, December 5th. Unfortunately, being out of town, we could not get there by December 5th. The Amazon Echo Show ended up getting cancelled. I reached out to online support and spoke to Jessica C. this morning around 10:56 am pt. Jessica was getting ready to re-place the order but needed my Credit Card information for verification only and a payment would not be charged. As Jessica was sending me the secure payment link, our chat was transferred.

 

The next agent, Stanley {removed per forum guidelines}, read through the chat history and acknowledged he would assist. He asked all the same questions as Jessica, however, he proceeded to keep asking for "additional time to look into it". After close to 40 minutes, Stanley said I would need to go to the store to get help. I let him know this was and unacceptable response and that I would like to speak with a manager.

 

The next agent, Manager Damien {removed per forum guidelines}, came on and could not provide any further assistance but for me to contact the store. When asked why the the first person, Jessica C., was about to provide a solution until the abrupt transfer, Damien responded that there are no exceptions for store pick ups and to reach out to the store.

 

I wish I could say this was my first negative experience with BestBuy.com, but it is not. In my experience, I dread contacting support for any issues because the lack of "SUPPORT" and the amount of time wasted. I have finally comes to a point of posting this thread. The next step is to return the items I recently purchased and cease doing business with Best Buy altogether.

 

My hope is to 1) to shed light to these issues and 2) to see if this issue can be solved.

Posts: 5,177
Topics: 55
Kudos: 440
Solutions: 322
Registered: ‎11-29-2016

Re: Formal complaint | Order Number:{removed per forum guidelines}

Good afternoon, seamus,

 

Welcome to our forums, and thank you for taking the time to share your experience with us.  Regardless of the item, it's always great to get free stuff with your purchases, so I can completely understand your disappointment after the Amazon Echo linked to your order was cancelled.  Hearing your experience with our support teams has only added to your disappointment is especially disheartening, and I apologize for any inconvenience this experience has caused.

 

I'd like to review your order further and offer any additional assistance I can.  

For me to do so, I’ll just need you to 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

 

As mentioned, be sure to use the blue “Private Message” button in my signature to send me this information and ensure it’s not visible in the public view of our Support Forums, and 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 this helps,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎12-07-2020

Re: Formal complaint | Order Number:{removed per forum guidelines}

A huge thank you to Social Media Specialists SeanM and Meg! You two are what customer service should be! They solved the issue within a week and were very helpful. Happy Holidays!

Posts: 5,177
Topics: 55
Kudos: 440
Solutions: 322
Registered: ‎11-29-2016

Re: Formal complaint | Order Number:{removed per forum guidelines}

Good morning, seamus,

 

It’s been our pleasure to help!  I’m glad Meg was able to step in while I was unavailable, and it’s great to see we were able to help get this taken care of for you.  Hopefully it’s all smooth sailing from here on out, but if you ever run into any other issues with your Best Buy experience in the future, feel free to swing by our Support Forums any time!

 

Happy Holidays!

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!