twice now I have made purchases online for a couple iTunes gift cards and so far they have been coming in later and later but NOW it has graduated to not coming at all; even though the order status states its been completed, ready to be redeemed and instructions were sent to me, they in fact were not.
The first time around, the staff was generally helpful and the person I was on chat with was able to resend my code and I got it within MAYBE 30 seconds but the person I was bounced around from department to department said "he will let the tech crew know so they can generate a new code which i should get within 24-48 hours", which is utterly ridiculous.
SECOND time i ordered a couple cards I did things differently which I did not remove the free apple music promo (bc I know it would come in a second email) to test if MAYBE my email was the problem, I am not above being the problem in these instances so wanted to give the benefit of the doubt. BUT I got the music promo email no problem, website updated showing that I was sent the codes for the gift cards when in fact I had gotten nothing but a freebie I cant even use because its only for NEW customers and I have that service already. Again, I just didnt remove it as a test.
This is where it gets super neat and fun...I call customer support about 2235 EST (2035 Mountain bc I live in CO, however I know they close about 2300 EST) and I am roped around by an associate being put on hold constantly while he checks on whatever then around 2259 I am told its being looked into and he will keep me on the phone, then when I ask for confirmation since I know closing time is soon, he replies with "yeah sure" and hangs up. So when I call back, I get the "youve contacted us outside of normal business hours" which is pretty ridiculous way of going about customer service. But here to save the day is the poor lady that crossed my path in the chat room, which admittedly I may have come across as rude. Who tells me the typical "it could take 24 hours to process" but it had already processed and been updated as to say redeeming instructions were sent to me, but sadly, nothing of that statement was true on my end.
I am not sure what difference the two chat agents have permission wise but the first one was able to help settle my issue within 5 mins of the conversation, I almost felt like I was bothering her how quickly everything was resolved and I had my order and was very impressed (with the chat room agent, the phone clerk I dont know if he knew he worked there how lost on the phone he sounded). BUT, when this happened on order round 2, this one gave apologies about how they cant do anything to help and I would have to call the number to speak with a different department person, basically "shoo'ing" me away, again, utterly ridiculous. When at the end of the apologies she said I would have to wait until the next day.
even though best buy did not wait until the next day to charge, process and complete the transaction, or wait until the next day for the site to update or wait until the next day to have an associate completely blow off a customer that spent money for a service they were informed had been sent on a fairly instantaneous platform but said customer had an empty inbox besides a promo email that was useless. So not sure if at that time the B team comes on and is just there to man the chat room to prove its a 24 hr service but provide minimal to no service, but that is horrible service.
Also, when trying to find the "normal business hours" it was a frustrating search that yeilded no results in the end, so I have been on hold in chat for about an hour saying im being connected to the next agent but unless everyone is sleeping on the job, seems the 24 hour service is kind of a bogus line. As well as I cannot find the hours of operation to call, AND is not even stated when I am met with the female voice saying I have called outside of operation hours but doesnt say when to call back.
I have been a best buy customer for many years and a card holder for over a decade. I have worked many customer service jobs and with this kind of service if it was in any of my departments I worked, people would be fired almost immediately, but nothing ever changes here and its becoming sickening.
TO SUM UP MY NOVEL: I want my order that has apparently and alledgedly been emailed to me that I have not gotten and yes I have checked all the folders coming up with nothing besides the afforementioned promo email. I have had enough of this and will be closing my account shortly and moving on as I am just tired and done with the lazy and horrible customer service I have gotten over the years; so I think a breakup is about time, sorry.
Before that though, I want my order that I paid for.
Now would be just super neat, seeing as I have been charged and the charge processed on my cards end and Best Buys end as well (since its stating I was sent a redeem email that has not came). Please fix this and actually deliver what I paid for.
Thanks
Tasha-BBY
