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Member
Posts: 15
Registered: ‎05-06-2019

Last Time Best Buy Customer: FORMAL COMPLAINT

I put an order in for a subwoofer.  When it was delivered the box looked like it had been stored in about 2-3 inches of water, and had been covered in tape like it had fallen apart.  Upon opening the box I found that the subwoofer had been dropped and cracked. I promptly reached out to best buy to schedule a return.  I was told that best buy would send ups to pick it up and it would not need a box. 

 

UPS came a couple days later and told me that they would not take the item as it was without a box. 

 

I then reached out to Best Buy yet again to see what to do.  I was told by Best Buy suppoort that I had to return in the store or provide my own box.  I told them there was no way for me to pick up the 160 pound sub nor fit it in my car.  I also would not be able to find a box to hold such an item.  They would not refund me for the box, send a box, or send anyone to pick it up without a box or assist in any way. 

 

When I asked to be transferred to the supervisor the agent responded, "I don't want to." 

 

The issue is still not resolved, and I'm still sitting here on hold.  I've been on the phone for over an hour.

 

I want to return the item but have no way to and Best Buy is not willing to help.  This is loco.

 

  

Posts: 326
Topics: 24
Kudos: 92
Solutions: 17
Registered: ‎10-19-2017

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

Hey there, MattCass, 

 

Welcome to our Best Buy Forum community! Although I wish you were reaching out under better circumstances, I'm glad you shared this experience so we can try to turn things around.

 

As someone who counts down the days until my packages arrive, I can imagine the disappointment you felt when the box arrived in that condition. That is far from the stress-free shopping experience we intended when you came to us for your order, so it's disheartening that things turned out that way.

 

I can understand your disappointment that UPS could not pick-up your sub-woofer without the box as you'd been previously instructed. We didn't mean to provide incorrect info, so I'd be happy to explore our other options for getting this handled.

 

Using the blue "Private Message" feature in my signature, please send over your full name, phone number, email and order number so I can review our options.

 

Thanks again for sharing this with us! 

 

Sincerely,

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 15
Registered: ‎05-06-2019

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

I sent my information as requested.
Member
Posts: 15
Registered: ‎05-06-2019

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

[ Edited ]

An update, I just got off the phone after almost 2 hours without any resolution.  I was told that I need to provide a box or wrap it since the box was unusable.  Nothing else can be done apparently.    

 

I was told they will be opening an investigation but I'm left waiting and im now in the dark.

 

case id {removed per our forum guidelines}

 

Just apawling customer service... I'm considering returning all existing purchases that happened within my 45 day window.  I just can't bring myself to give business to a company that has such little respect for it's customers.  

 

 

Posts: 326
Topics: 24
Kudos: 92
Solutions: 17
Registered: ‎10-19-2017

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

Hey, Matt,

 

I can understand how that answer would be disappointing, especially when you've spent that much time on the phone trying to find a resolution. We truly value you as an Elite Plus customer, so it hurts me to learn that has not been the impression you've received from your phone interactions.


That said, I appreciate that you provided the details I requested through private message. I'll respond there shortly so we can discuss this situation further.

 

Sincerely,

Elle|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 15
Registered: ‎05-06-2019

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

I just check what boxes I have around my house.  Looks like I will be wrapping the subwoofer in soda cardboard and taping it on with scotch tape.  I’m out of options.

Posts: 326
Topics: 24
Kudos: 92
Solutions: 17
Registered: ‎10-19-2017

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

Matt,

 

Have you checked your private message inbox to view my latest message? If not, you can see it by clicking on the envelope on right upper-hand corner of the screen. I would really like to discuss this there so we can best explore possible options. 

 

Respectfully, 

Elle|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 15
Registered: ‎05-06-2019

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

Yes, I responded to your request. I sent images of the box and subwoofer.
Member
Posts: 15
Registered: ‎05-06-2019

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

I haven’t received any assistance on this so I wrapped up the subwoofer in soda boxes...

Posts: 326
Topics: 24
Kudos: 92
Solutions: 17
Registered: ‎10-19-2017

Re: Last Time Best Buy Customer: FORMAL COMPLAINT

Hello again, Matt,

 

Thank you for the update! I'm still working with different teams in your area to see if there's another way we can get this taken care of for you. As soon as I have more details, I'll connect with you through private message.

 

Sincerely,

 

 

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