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Posts: 1
Registered: ‎12-23-2019

Poor Customer Service and Illegal Charge to card

[ Edited ]

To Whom It May Concern:

I ordered Madden 20 on 12/09/19 with an advertised delivery date of 12/11/19. On 12/13/19 I received an email that my package will be delayed until 1/11/20. I then called on 12/13/19 case ID: {removed per forum guidelines} and spoke with Naomi who told me that the game won’t be mailed out until 1/11/19 and I had no other options than to wait over a month for my package. I asked to speak with a supervisor after being on the phone for over an hour the supervisor didn’t realize she answered the phone (I heard back ground conversations). When she realized she had picked up the phone she disconnected the call. I then tried the online chat while calling again to see which had a quicker response. The agent Sam Case ID: {removed per forum guidelines}then said I would have my package delivered within the next 24hrs. (still 12/13/19). I called back on 12/16/19 and spoke with Jenny Case ID: {removed per forum guidelines} who confirmed that my package will not be delivered in time. Jenny then escalated me to a supervisor to help (this was not put down in the notes). The supervisor then told me we can change the package to in store pick up since it was confirmed by the store they had it in stock. Jenny then transferred me to someone else to do the switch on their computer as she was having trouble with hers. I get to that person (again over an hour on the phone trying to this issue) and they tell me the previous supervisor was mistaken. I asked again to speak with a supervisor and the call disconnected. I then went on twitter and tweeted @Bestbuy about the issue (screenshots attached). I called back again and waited 45 mins to speak with someone and they get on to tell me that there’s nothing I can do and the package should ship out shortly. Case ID: {removed per forum guidelines} on this call she read me the notes of the pervious conversations (there was a lot of missing information that was not noted). I asked her for all the case ID numbers and the names of the people I spoke with. She could not give me every person as it was not recorded. I then asked her if I could have could request the transcripts of the call and was told that is not an option. So I asked if I could put in a complaint and request a call back regarding the issue. She said that they don’t have the option to do so. That my complaint would go up into their internal system and they would address this issue internally but I will not get any type of feedback. This person’s name was Yen. She said if I went to the store and bought it there the manager would be able to price match and cancel the online order.  I went into the store and bought the game I was informed that once again the representative was mistaken. I bought the game due to time restraints (at this time it is 5 days later than advertised). I was told to call the online and cancel the order completely since the price match went through and I no longer needed the game. I spoke wot a representative on 12/16/19 named Christine {removed per forum guidelines} case ID: {removed per forum guidelines}. I explained the whole situation and asked for a supervisor as she most likely will not be able to assist me. In fact she was not then as I asked to speak to the supervisor again she put me on hold and came back with “suggestions”. I again asked to speak with a supervisor. At this time she told me she can cancel the order and I will see the money back in 3-5 business days. I asked her if I don’t get the package in 3-5 days will I get a refund or is the ordered canceled and I will get a refund regardless of any variables. On a recorded line on12/16/19 around 6:18 pm Christine {removed per forum guidelines} informed me that the order was canceled and there was no possible way to have the packaged shipped to me. She then stated I will not be charged and will see the money released within 3-5 business days. To my surprise on 12/19/19 my card was charged without authorization and the package was shipped. I got an email telling me it will be delivered by 12/20/19. I didn’t call, I just planned on wasting more of my time to go to the store and return the game. The package was then delivered and signed for by someone named Erik to an office that was closed. I called to report the package and was told to call ups by Ritchel case ID: {removed per forum guidelines}. I told them I had already spoke to UPS and they told me to follow up with Best Buy. I asked to speak to manager that informed me that there is nothing that can be done. To file a complaint using the feedback button at the bottom of This takes me to now, I am requesting a copy of the transcripts for the call with Christine {removed per forum guidelines} to take to the attorney general’s office. I find it unfair that a came that shouldn’t have shipped or charged for was lost/stolen/incorrectly delivered/etc and now I have to deal with the consequences. 


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Registered: ‎08-21-2017

Re: Poor Customer Service and Illegal Charge to card

Good afternoon, amarahw,


Thank you for taking the time to visit us here on our community forums. We work hard to provide expert customer service so I'm disappointed to hear that you've had such a difficult time getting assistance with your order. We do not have access to transcripts from our phone agents so I will be unable to provide that as you've requested. Based on your message it sounds like this package never made it to you, is that right? I would be glad to take a closer look at this to see what options we have to assist you. Can you please send me a private message with some more details? I will need to verify your:


Full name

Email address

Phone number


You can send me a private message by clicking the button at the bottom of this post across from my name. I look forward to further researching this for you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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