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New Member
Posts: 3
Registered: ‎12-03-2020

Worst customer service & and failure to honor compensatory gift card

[ Edited ]

Worst customer service I have ever experienced in my life. I’ve spent 5 hours over the course of two days trying to resolve an issue.

First, for some reason they set my item for pickup in at a Warehouse eight hours away from where I live. When I noticed this less than 30 min after placing the order I called customer support because I couldn’t make any changes to the order online. I was on the phone for an hour and 18 minutes with two different bestbuy agents with zero results. According the the agent I spoke to, you can’t make shipping, cancelation, or any changes to an order purchased through Apple Pay or Paypal UNTIL THE ORDER IS PROCESSED because the payment needs to be verified when using these methods. This is nowhere on the website. In fact, it says changes can be made w/in 30 min and shipping or delivery choices can be made within five days. The agent confirmed that I was correct and agreed that this was problematic, saying she would report this so that Best Buy make this clear for Apple Pay and PayPal users. But because I used that secure form of payment method there was nothing she could do except recommend I call back within 24 hours, at which point the payment method will “likely” have been verified and the order processed. The supervisor also gave me her first name and a case number, but refused to proved her case notes. See case number {removed per forum guidelines}. She did assure me that when I called the next day the agent could look up my case number, see the notes, and would provide a compensatory gift card or price reduction based on this whole experience.

Per these instructions, I call the next day. After an 1.5 hours of hold music while waiting to speak with a person, an agent finally answered my call. Before I can even have more than a minute of this individuals time, I am transferred (which I asked not to be) to 3 different agents and departments with more waiting time.

Finally, I speak to someone and they say they can’t make changes to the order BECAUSE IT HAS ALREADY BEEN PROCESSED. I explained the above and he hung up on me.

New Member
Posts: 3
Registered: ‎12-03-2020

Re: Worst customer service & and failure to honor compensatory gift card

First time customer at Best Buy and spent $1,600+ on their products within the first 2 weeks of my membership. This is very disappointing. I’ll be going back to the more reliable and trustworthy corporations because customer service and general decency at Best Buy is severely lacking.
Posts: 6,667
Topics: 227
Kudos: 558
Solutions: 340
Registered: ‎08-21-2017

Re: Worst customer service & and failure to honor compensatory gift card

Hello, ServiceEthics,


Thank you for taking the time to visit our community forums. I know that it isn't always easy to travel and I can understand an eight hour trip isn't the easiest thing to do. I appreciate you taking the time to let us know about your experience with this purchase. We strive to make getting help quickly and easily no matter how you contact us and it sounds like we missed the mark.


While we can typically make changes to an order within 30 minutes, that time frame may be shorter during the holiday season to help make sure your order is available as soon as possible. Have you been able to get assistance since making this post? If not, please let me know. I would be glad to see what options may be available to assist you moving forward.



AndrewB|Social Media Specialist | Best Buy® Corporate
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