On 1/27 I ordered a Razer Blade 15 Advanced laptop from with my Best Buy credit card. Because the card was new, I called the issuer to make sure there wouldn't be any problems with me making a large purchase. I was assured that my card was active and could be used without any problems. Sure enough, I was able to place the order just fine.
I selected 2 day shipping for my order. I received confirmation of my shipping method but did not receive a tracking number. I called on 1/27 to check on the status of my order and was assured that I would receive it on time on 1/29. On 1/28 I still did not have a tracking number and the Best Buy website did not say that my order was being prepared or had been shipped. I called for a second time on 1/28 and was again assured that I would receive the laptop on 1/29. I did not receive the laptop on 1/29.
I called for a third time late in the evening on 1/29 and was told that the store was working on it and that I would receive my tracking number and a callback from a supervisor on 1/30. I did not receive a tracking number or callback. I called for a fourth time on 1/30 and was informed that it might take up to 48 hours from 1/27 for me to receive an update and that I would hear from a supervisor on 1/31. I did not receive a phone call.
I called for a sixth time on 1/31. I was told that I need to visit a Best Buy store to verify my identity before the order can be shipped. I don't know why they suddenly decided that my identity needs to be verified. I also don't know why they didn't simply tell me to visit the store in any of the previous 5 phone calls about my order. After the phone call on 1/31, I received an email from Best Buy that says my order is delayed and that the store is working on preparing my itmes. So which is it? Is the store working on my items or do I need to visit a store?
I am very disappointed because I needed to receive this laptop quickly in order to complete a project on time. Additionally, due to the COVID-19 situation, I ordered online to avoid visiting such a large store. In every conversation I asked to speak with a supervisor but that never happened. Instead, in every phone call, the representative spoke with a supervisor and then relayed a message to me. I left every phone call with a promise that a supervisor would call me back and that has never happened. I will visit my local store to make sure my laptop is shipped. But this will be my first and last time ordering from this company. If I continue to have problems I will simply cancel the purchase and place an order with Amazon.
I hope that you will look into this complaint and improve your process for future customers.
hockeycanuckjc
