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Posts: 1
Registered: ‎04-20-2019

Poor Customer Service (online and at store)

I bought a laptop on 4/16/19 online which I was supposed to pick up same day at a store (which my receipt stated I would be able to do). However repeated calls to your online customer and your store did not yield any results as each were pointing me to call the other for addressing my issue (of why I was not able to pick up my laptop the same day which ended up an issue with your order system). It was 3 hours of time wasted going back and forth between these two groups. The store stated that they do not have access to online system while online customer service said they do not have access to store system. This was a bit ridiculous. The reason I wanted to pick up the same day was to see if the laptop was in good condition (it was an open box) and if not I could buy another one (better condition one or new). I had to go next day to pick up the laptop which turned out to be in very poor condition. Since the sale online expired, I was not able to buy another better conditioned laptop. The store manager said they couldn't do anything and to go ask online customer service which was another circular situation and wasted 1 hour of my time. The online customer service they couldn't do anything and were not able to let me buy new laptop or open box excellent laptop at the sale price. It's a bit ridiculous that your systems caused problem which eventually led to me not being able to purchase a laptop. Your customer service is very poor and does not have customer satisfaction in mind. The issue was with your order system yet you left the customer short changed. This experience was frustrating and definitely has changed my opinion of Best buy.
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Registered: ‎08-08-2017

Re: Poor Customer Service (online and at store)

Hi there, Rs14297,


Welcome to our community.  Store Pickup can really make things a lot easier if you're like me and have a busy schedule that just doesn't seem to stop.  I was unhappy to hear that you not only discovered the Open Box item you ordered was in poor condition, but that you had such troubles making your concerns heard between our store teams at phone agents at 1-888-BEST-BUY.  You have my sincere apologies for the disappointing experience.


Have you been able to select a new laptop yet?  If not, I'd be happy to help answer any questions you may have.  I would also appreciate the chance to formally document your experience at our Corporate office to ensure experiences like this don't happen to other customers moving forward.  You're welcome to send me a private message that includes the information below.  A private message can be sent by logging into the forum and selecting the blue “Private Message” button in my signature.
Full name
Email address
Phone number
Order number

Please know I'm grateful you wrote to us with your concerns.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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