06-09-2021 06:14 PM
I've had at least five orders come to me packed in two thin pieces of cardboard glued together with no additional padding. These orders were for Nintendo Switch games, and almost every single instance, the game was damaged (usually a crushed case with massive creases in the spine).
I'm not sure when or why this started, but I don't feel comfortable ordering games on bestbuy.com until I can feel confident my orders will be packaged with care and consideration. Perhaps it's to be more economical, but I'm not sure how economical it is if I need to return all of these orders due to damage.
I don't know whether these games are damaged while packing them, during transit, or both, but I can't keep wasting time on returns and exchanges when another retailer will get me my purchase without hassle caused by negligent shipping practices.
I'm not really sure who to talk to about this. Chat support always links me to a "page experience" form about the website that typically errors out. Calling in to 1-888-BEST-BUY at least got a claim filed, but now I have to make an extra trip to ship the return back vs dropping it off at a store (the replacement was shipped the same way and also arrived damaged).
This has been nothing short of frustrating. While I love shopping at Best Buy, the whole experience has left me with an incredibly sour taste in my mouth I just can't shake.
I appreciate you hearing me out and any help you can provide in escalating this message. Please resolve this issue and pack things properly for shipment, this way I can start placing orders on bestbuy.com again. Games should be shipped in a well-padded box or a durable bubble mailer, at minimum.
06-09-2021 06:54 PM
Thanks for reaching back out to us on our forum. I really appreciate your comments and feedback on our support and shipping services. Speaking for the team, I can say that we value every single customer comment that comes through on any of our services. I can understand your disappointment in how your orders have been arriving damaged to your home, and we'd expect a better experience for our customers. That being said, we wish we had the ability to see the shipping process through from start to finish once a carrier receives a package to drop off at your door.
I know you'd like your message escalated, and I'd like to begin by formally documenting this in our system. To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.
All the best,
06-10-2021 12:16 PM
I see your private message to me now, and will be following up shortly. Please keep an eye on your inbox for my reply!