05-01-2020 07:06 PM
To tell this story correctly, I need to go over all the details from the order they occurred. Two weeks ago, I was at the Boynton Beach FL Best Buy store (outside, due to COVID-19) and was notified about a Friends and Family Sale on OpenBox Appliances and TVs. This sale lasted until April 26th, but at the time it was only April 18th. The F&F sale provided an extra 50% off those items mentioned above. However, as I spoke to the store rep, he told me that I could also use the coupon to get an extra 50% off open-box computers or laptops as well. Now, I'm not someone to take advantage of this offer, so I decided not to buy the refrigerator I had in my cart. So, I looked on my phone to see what Open Box laptops were available to purchase. A majority of them were already sold out online, but after 10 minutes of scrolling, I found the one I wanted. I gave the representative the SKU number and he tried to help me complete my purchase. 30-40 minutes passed and he told me that he could not get it to go through the system. But, he still wanted to help me complete the order so he gave me a customer service number to call and also gave me the SKU (coupon code) he was referring to. He told me that it would be a no-hassle process and that I all needed to do was call Best Buy customer service when I got home and complete the purchase online. So I thanked him and left. As soon as I got home, I waited an hour on hold to finally speak to a support rep. I told her about all of the details and she then told me to wait as she looked them up. Finally, after 15 more minutes of waiting, she told me that her system was down and she had no way of contacting her supervisor. So she told me to call back at another time. I told her how I've already had a long day of waiting and asked for a port to call at a later time so I didn't have to wait. But she said she couldn't do that and that I would have to just call again. So, I waited until the next day. The next morning, I decided to reach out on Best Buy's online chat while I was at work (just to see if I could get it done through chat since I couldn't get out of work until 4). After speaking to 3 different chat representatives and taking almost 2 hours, I was told by Rachel (the last rep I spoke to) to reach out over the phone since the customer representatives over chat could not place an order with that discount. I told her about my situation and all of the time I spent thus far, so I asked her to email me in case I could not get in touch with anyone over the phone. She gave me her email soon after. Once work was over, I went home and called Best Buy customer support again. This time, I only waited for 30 minutes before I was put on the line. The representative I spoke to was extremely kind and wanted to help. I explained the situation and he helped me get to the checkout page with the laptop and took all of my information. I finally thought it was going to happen, all my hours of waiting would be worth it. But it didn't happen. Instead, he told me that he ran into a problem at the end and tried to use price match, but couldn't. He then gave me the option to use the F&F discount on any Openbox TV or Appliance I liked (which was very kind), but I told him about my situation and how I waited this long for an Openbox laptop, so I didn't want anything else. Then after speaking to his supervisor, he told me to reach out to the Boynton Beach store again and tell them to call him and he will help them with the process. However, at that point the Boynton Beach store would not answer their phone. No one answered their phone. I gave him my email and asked him politely to email me back with his information in case I can get in contact with the Boynton store and needed him to speak with them. He kindly responded that he would and we both ended the call. After that point, I waited. Finally, 3 days passed, and I still never received an email from him. I reached out to customer support again and waited another 1 hour until the call went through. This time, I asked for the information of the last representative I spoke to in order to contact him. But I was told that I could not receive that information. So I told this individual the whole story and they told me that they can only see previous chat logs. So at this point, I was extremely frustrated. I had spent over 12 plus hours on this issue and I keep getting pushed aside. Finally, someone referred me to go to call Boca Raton store to see if they would help me place the order. And so I did. I called them and spoke to another very kind rep who told me they had that deal a few days ago and that I had just missed the cut. He apologized profusely and told me there was nothing that could be done. Since that moment, I have spent the last 6 days trying to get a hold of Best Buy's customer support again. However, the online chat feature is now disabled and no one will answer the customer service line. At this point I am honestly thinking about giving up, sharing my story, and never shopping at Best Buy again. This whole situation drained me and I hope no customer ever has to go through something similar. Although I understand the limitations due to COVID-19, this whole situation was heartbreaking. to say the least.
05-12-2020 06:12 PM
Good afternoon, christheteacher,
Thank you for taking the time to stop by our community forum and letting us know about your experience. I can certainly understand wanting to purchase the perfect laptop for you and I appreciate you providing this feedback. We do our best to provide the most accurate information about our changing promotions and sales.
While this offer is no longer available, we do have new open-box products every day. You can take a look at our selection here. I hope we can provide you a smoother purchasing experience, please let me know if I can help with anything!
05-12-2020 07:08 PM
I appreciate the response. However, with everything that happened and the amount of turmoil I've been through, I'm appalled that the only solution you gave me was to look at the new open-box items available today (without even mentioning the possibility of matching the offer or providing something similar). Not only does that show me that you do not care about the circumstances pertaining to the issue, but it also tells me that I should no longer trust Best Buy. Reputation is difficult to achieve and quick to dissolve. I hope you all remember that when dealing with future customers.