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Posts: 1
Registered: ‎03-25-2019

Formal complaint

I have a complaint with the customer service I received recently.  I ordered a guitar package online and when I received it  there was mold growing on the gig bag.  I immediately called customer service.  I was told that this item was from a third party and that I would hear from the manufacturer regarding replacing the item to ensure the same thing would not happen again.  A few days later I received a telephone message from Best Buy that another guitar package had been sent per my request.  This message was not from the manufacturer as the previous representative had stated.  When the second guitar package arrived it too had mold growing all over the gig bag.  I again called customer service.  They said that they could not have a replacement sent because I have already requested a replacement and it came with the same condition as the first.  I was offered the option of returning, now two moldy guitars, to a nearby store for credit within 24 to 48 hours or they could have a return shipping label prepared and when the items were back at the warehouse I would get my refund.  I had placed the order on line and had it delivered to my home for convenience reasons.  This was definitely not convenient.  Had I received the phone call I would have asked what the difference was before the second item was shipped.  I have a huge problem with someone telling me they were going to do one thing and then without notification something totally different happens.  One would think at least the second item would have been checked before shipment since I just had a problem with the first item.  To my inconvenience, I opted to returned both items to the nearest store to enable a faster refund.  I am definitely not happy with customer service regarding on line orders from Best Buy.

Posts: 7,326
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Registered: ‎11-30-2015

Re: Formal complaint

Hello, Riderk,


Mold in any kind of situation is not good. I sincerely appreciate the time you’ve take to post your experience to our community. I know if were in your shoes, I’d be a bit upset too. Thank you for choosing Best Buy for your purchase of your guitar. It’s disappointing to hear that you didn’t have the kind of experience we’d like you have when shopping with us.


Partnering with our teams over the phone was the correct step to seek immediate assistance on this matter, however, I’m sorry to hear that they didn’t set good expectations or follow through as expected. Have you returned the two guitars, yet? If you did, which store location did you return them to? You’re more than welcome to review our Return & Exchange Promise which shares more about what you can expect with your return. Also, we’d like to ensure this is properly documented here at our Corporate Office. Can you please send me a private message with your full name, phone number, email address, and your order number to me? A private message can be sent my way by choosing the blue button in my signature. I look forward to your reply.



Mariah|Social Media Specialist | Best Buy® Corporate
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