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Posts: 1
Registered: ‎04-14-2020

Horrible customer service experience

I’ve spent hours over the last few weeks on 3 separate calls with Best Buy and was just hung up on by a supervisor who refused to help me or give me anything concerning my calls in writing so I could take care of the issue. I have bought as many appliances/tech products from Best Buy and have always referred my friends and business associates to Best Buy due to their customer service...and one supervisor has just ruined that. I had to move back to Arizona from Hawaii (where I worked with special needs kids due to COVID) and when I arrived in Arizona I ordered a juicer but did not realize the address was not updated. As soon as I realized this I called Best Buy and was told my address was updated in the system but that I’d need to call back after the item “shipped” so they could reroute the item. As soon as I got the shipping notification I called and was told it was taken care of (and given a confirmation number). I’ve been monitoring the order status closely and just got confirmation today that it was delivered...in Hawaii...on Friday. (Today is Tuesday). I called and was on the phone for another hour today and was told:

1. It was my issue because I put the wrong address in (even though I called BEFORE it was shipped to have this fixed and given verbal confirmation that this was fixed)

2. I could not get any rerouting request or contact information to give to UPS so I could Contact them to fix it

3. Could not talk to the Next level supervisor because he does not take phone calls.

4. Could not get identifying information for the supervisor I was talking to due to confidentiality

This is unacceptable and after reading ALL of the other forum messages with this same exact issue, I highly suggest you come up with a better process for customer service delivery or companies like Amazon will put you out of business as their customer service is much better. I need someone to contact me ASAP as I just ordered another expensive item from you and am not getting any support on fixing an issue (that you said was taken care of).

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Posts: 4,040
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Registered: ‎11-29-2016

Re: Horrible customer service experience

Welcome to our forums, carolladonna,

 

My apologies for the delay in our reply to your post, as we’ve been experiencing a bit of a backlog on our Support Forums over the past few days, and it’s causing us to reply to our customers a bit later than we’d expect.

 

Whenever our customers contact any of our support teams, we’re hopeful they’ll have a positive experience throughout.  It’s disappointing to hear you were unable to get the help you were looking for during your recent call with us, but I’ll be happy to look into your order further, and offer any additional assistance I can.

 

For me to review your order further, there are a few pieces of information I’ll need from you.  If you could use the blue “Private Message” button in my signature to send me a private message with the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address

 

This should be enough information for me to begin my research, and hopefully see what might be causing the delay of your refund.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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