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New Member
Posts: 1
Registered: ‎07-29-2019

Horrible Customer Service

As someone whom has worked in the customer service industry for nearly half my life, I found it necessary to share the experience I had contacting Best Buy customer service tonight-

I have been on the hunt for a new MacBook Air for my son and after many hours of shopping around online, I decided to purchase through Best Buy. I signed up for student deals and found the MacBook I was ready to purchase. There was a $250 savings through student deals and after adding the MacBook to my cart it was still showing up at full price ($999.99). I contacted the Best Buy customer service number and patiently waited on hold for at least 30 minutes. A gentleman by the name of Zane (I believe) took my call and I began explaining the issue I was having when trying to purchase the MacBook Air. I gave him the SKU number and he confirmed the MacBook should come up with the $250 discount. He was unwilling to assist me any further with the purchase and told me I must have enrolled in student deals incorrectly. I told him the enrollment process seemed to go smooth and that I just thought it was odd it wasn’t taking off the discount. He then told me that I appeared to be frustrated (which I was actually completely calm and patient) and told me I would have better luck finding a Best Buy nearby (which was after hours) and getting assistance in store. I was completely shocked at his unwillingness to assist me and his pure lack of customer service skills. This was by far the worst customer service I have ever experienced. Not only was I unable to complete my purchase, I also wasted 45 minutes of my night hoping the customer service department would assist me. As a result, I will be purchasing a MacBook elsewhere.

You have now lost a customer and I will be sure to pass along my disappointing experience to others.

Best Buy- you need to train your customer service employees on how to provide actual customer service.


A very unsatisfied former customer
Posts: 278
Topics: 12
Kudos: 49
Solutions: 18
Registered: ‎02-08-2019

Re: Horrible Customer Service

Hello, N-martinez,


Thanks for reaching out to us here on the forums, and for sharing this experience with us. You're very right, that was not the level of service that we strive for. We dropped the ball here, and I'm sorry about this. There are no excuses. 


If you'd like, please send us a private message with your full name, email, and phone number. I'm happy to discuss this with you further as well as document this complaint appropriately here at the corporate office. 


Looking forward to hearing from you,

Meg|Social Media Specialist | Best Buy® Corporate
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