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New Member
Posts: 2
Registered: ‎12-03-2019

Is this the right place to lodge a complaint?

Trying to find out if this is the right place to lodge a complaint for the customer service line and bestbuy.com? Also wondering if it might be beneficial to drive down to Richfield and speak with someone in person, or if that's even an option.

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Posts: 252
Topics: 12
Kudos: 27
Solutions: 11
Registered: ‎02-08-2019

Re: Is this the right place to lodge a complaint?

Hello, joskei.

We appreciate your patience as we are diligently responding to all of our customers.

Thank you for registering as a new user, and welcome to our Community Forums. We really want you to have a great community experience, finding out new information, and sharing information with other users. But we understand when there is something that just has to be discussed and resolved. So, as you’re reaching out to us through social media, you’re also connecting with us at the corporate level. We’d love for you to share the details of your experience with us. Along with those details, would you also provide us with your full name, phone, and email address in a private message, please?  Simply click on the ‘Private Message’ button that is located to the far right within my signature area below.

We look forward to discussing your concerns!

Regards,

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-03-2019

Re: Is this the right place to lodge a complaint?

Private Message Sent.

 

On Cyber Monday, I placed 2 orders (at different times, maybe 2-4 hours apart) for a Samsung tablet. I went through the process, got my confirmation screens, etc and carried on with my day. The next day, I opened my email and noticed that I only had one order confirmation. I go into my account to check my orders and sure enough, the other didn't go through for whatever reason.

I figured there was a mistake with the system, so I called up the 888 number. I sat on hold for 42 minutes, 17 seconds (I checked) waiting to speak with a customer rep. This is fine, as I knew it was going to be a long wait to speak with anyone and it was a busy time of year. I get a rep, explain what happened, and tell her that I still want the tablet, but today it's $20 more than it was the day prior (when I actually placed my order) and if I could get the same price, I would be happy to order it right then. She tells me flat out no, I should have ordered it the prior day, and she's not going to give it to me for that price, but she would be happy to take my order at the new (and higher price). We went round and round for a bit, I tried being nice even saying that maybe something happened on my end with the browser and that's how I got to the confirmation screen (I'm a software dev and I know it's HIGHLY unlikely that this could happen, but I was trying to be nice and since she seemed defensive I tried to give her an out to blame me).

No dice. She would not budge at all. I asked if I could speak to her supervisor to see if he could give me the price at the time I placed the order. She told me that it would be a long wait and that he wasn't authorized to offer me that price either and if I was ok with it, she would let me speak with her supervisor. I said fine, put me on hold.

Got put on hold. I don't know how long as I forgot to time it, but it was awhile. She finally comes back and says her supervisor said he'll match the price. I said great, let's get it ordered.

Lo and behold, it's now "out of stock" and the system won't let her place the order. I go and check the BestBuy site, see the tablet, it says it's in stock both at my local store AND online. I inform her of this. She tells me that the system is outdated sometimes and doesn't always reflect the numbers accurately. She also stated that if I tried to place the order it would reject me.

I went ahead and placed the order, went through the process, got confirmation screens, and emails. I informed her that it went through just fine and provided her with the new order number. I asked if she could just lower that price by the $20 and we'll call it good. 

No, we can't do that. She informed me THEY have to put in the order, and they can't adjust the order. I said ok, well I can cancel this one and since we now know they are in stock and will be processed through the system, she can now put in my order. She then tells me that the supervisor said they will no longer match the price so if I want to order it, I pay the price for the day I'm ordering it. I informed her that it's the same price I can get it at Amazon and that based on the experience thus far, I would order from there if I had to pay the same price. She said fine if that's what I want to do.

All in all, $20 ended up costing you $180 (not too mention I'm now VERY leery of shopping on BestBuy.com) and if I could have canceled the other tablet at that point, it would have cost you that one as well. I did order the tablet that day, from Amazon. Ironically, that one arrived before the one I ordered first from BestBuy. 

No tablet and never did speak to that supervisor.

Total call length: 1 hour 2 min 50 secs

 

Thank you for your time.

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Posts: 252
Topics: 12
Kudos: 27
Solutions: 11
Registered: ‎02-08-2019

Re: Is this the right place to lodge a complaint?

Hello, Joskei.

Thank you for sharing the details of your experience. Please note that we responded privately to you.

Regards,

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