BestBuy.com

[747595ke]

I have been a lot of places in my life and I would have to say that Best Buy had the worst customer service.  

I have been dealing with an issue that is unresolved since December 31, 2022.  The first day, I spent an hour in the store in Mansfield, Texas in person only to be told that BestBuy.com has to resolve the issue.  Day #1: over 7 hours on the phone....transfer after transfer from department to department, disconnected several times, call back over and over to be transferred again and again.  Called back on Monday because of New Year's Holiday, only to speak with someone working from home that could not transfer me to her supervisor.  I was told she would forward the issue to her supervisor and the supervisor would call me back in 2 hours.....nothing!  Called back on Tuesday, same process: Transfer after transfer with disconnections, only to finally have someone tell me it would take 3 business days and BestBuy.com would get back to me with their descision via email.  No email by Friday.  Waited until Monday, again, to call and same process, tranferred around and around.  Tuesday, same thing.  Wednedsday, same thing until a supervisor told me to return in person to the store I made my purchase and have the manager call corporte directly for a 3-way conversation about my issue.  

Why should I be inconvienced to have to return to where I started?  They were adimit that they could not help me...it was out of their hands.  Best Buy you made the mistake.  I discovered the mistake December 31, 2022.  Today is January 12, 2023 and I have gotten no where.  

The issue:

Febuary 2022, I purchased a computer on BestBuy.com.  A few days later, I get an email to tell me that my puchase was cancelled with no explanation. I was fine with that. 

I go into the store located at 2041 U.S. 287 Frontage Road in Mansfield, TX to purchase the computer in store on February 25, 2022.  I walk out of the store with the computer, a stylus, and a 3 year warranty for the computer.  Receipt number {removed per forum guidelines}.

I go back to the same location on December 31, 2022 to take the computer in for repairs because it is not charger and has some other issues.  The female employee states that the computer does not have a warranty any more.  I say how is that possible?  She prints out a receipt, dated March 05, 2022 with a corporate address at the top.  Receipt number {removed per forum guidelines}.  The receipts shows a computer returned with the same model I purchased on line that was cancelled and same model l purchased int the store on February 25, 2022.  The employee states that the 3 year warranty was canceled when I returned the computer.  I then stated, what returned computer?  I am standing in your face with the computer in my hand.  Never brung the computer back in to the store until today, not even for repairs.  She keeps saying ma'am the computer was returned. I finally stated, how when I physically have the computer in my hand.  We checked serial numbers and yes, the computer they stated was returned is the computer I have in my hand. 

I say ma'am I live in Texas, the computer was returned to a location in Minnesota.  She states yes I can see that, that is our corporate location.  After over and hour going back and forth, I was told that I would have to call BestBuy.com to have my issue resoloved.  

BestBuy, you messed up somewhere.  The computer you cancelled from my on-line purchase probably showed up at the store, you sent it back to Minnesota, and some how voided the 3 year warranty I purchased.  Not my problem. I was offered several times to refund the money for the plan I purchased. I declined because it still leaves me with a broken computer.  You need to reinstate my warranty and fix my computer.  You made the mistake. I physically have the computer in my possesion, the one that is in your system as returned. 

I have a case number:{removed per forum guidelines}.....guess what, your company ignored the case number BestBuy.com gave me.  Now I am being told to return to the store that stated that they could not help me. 

What kind of customer services scheme is this?  Own up to your mistake and fix my computer.   

[April-BBY Social Media Specialist]

Hello, 747595ke.

Welcome to the Community Forums! We are happy to have you here with us. Although, I certainly wish the circumstances were happier ones. 

I too enjoy the peace of mind that comes with knowing I have coverage with Geek Squad Protection. As a person who relies on a computers for both work and personal use, I understand how important it is to have a working computer and how important it is to get this resolved.

I would be happy to look into this for you. To get started, please use the blue button next to my signature to send me a Private Message. Please be sure to include your name, phone number, and email. Thanks!

Regards,

[April-BBY Social Media Specialist]

Hello, 747595ke.

I was discussing this with my business partners to help determine how to proceed. Upon further review, I realized that some of the details seem to not be lining up, and this might be causing the confusion. 

Do you happen to have your original purchase receipt? The reason I ask is because you mentioned walking out of the store with the computer, but the receipt that you provided is for a computer that was ordered. 

You also mentioned that you purchased the computer in 2022, but those receipts are from 2021. I am wondering if perhaps your protection plan is under some alternate information, like a different phone number or email.

If you happen to have the receipt please send over a picture of it, or you may provide me with the Customer Service PIN located at the bottom of the receipt. If you think a different phone number or email may have been used, please feel free to send that information over as well. 

Regards,

April-BBY

Social Media Specialist

Best Buy Corporate

[747595ke]

Do you happen to have your original purchase receipt? The reason I ask is because you mentioned walking out of the store with the computer, but the receipt that you provided is for a computer that was ordered.

I have attached a scanned copy of a copy of the receipt. I do not have the original .  On the receipt  my husband, {removed per forum guidelines}, entered his pin number with his bank debt card.  You can see the amount that was $1926.81 for the computer, a display pen, and a 3 year warranty.  I walked out the store with the computer.  

Like I stated, I did try to purchase the same computer online before going to the store, but BestBuy.com cancelled the order.   I believe the receipt that shows the return is probably because the store received the computer I had purchased on line that they cancelled themselves.  But it would not matter because I paid for a 3 year warranty in the store when I purchased the computer in person.  I want my warranty reinstated. How difficult is that?

You also mentioned that you purchased the computer in 2022, but those receipts are from 2021. I am wondering if perhaps your protection plan is under some alternate information, like a different phone number or email.

My mistake, I had the year wrong.  But regardless, it is not showing up at the store.  My husband made the purchase with his debit card.  They cannot pull up the information by him either: {removed per forum guidelines} or {removed per forum guidelines} or {removed per forum guidelines}.

If you happen to have the receipt please send over a picture of it, or you may provide me with the Customer Service PIN located at the bottom of the receipt. If you think a different phone number or email may have been used, please feel free to send that information over as well. 

[TinaB-BBY Social Media Specialist]

Hi, 747595ke,

Thank you for visiting our community and sharing your story. Being unable to take advantage of Geek Squad Protection (GSP) when needed, is something none of us would want to experience. 

As you have noticed, your personal information was removed from your public post for you and your husbands protection per our forums guidelines. I see that you have sent a private message and I will continue working with you there. 

Sincerely,

[glaroux]

On the 13th we went to the Longview ,TX BestBuy to buy a car stereo and have it installed. No one could help us! Went to the store in Tyler, TX on the 19th no one there could help us. So we took our business somewhere and got help, so BestBuy missed out on 900.00 sale because no one was around to help. So if someone asks me where did I get my stereo I'll recommend that establishment and warn them don't even think about going to BestBuy because the employees will not help you. 

[747595ke]

So you're not going to reply or continue to respond with a solution?