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Posts: 2
Registered: ‎12-17-2019

Wrong Item Delivered, Want to Exchange, Need Help

I placed an order for a Samsung C27HG70QQN monitor on BestBuy.com on December 12th.

 

Today my order arrived but I received a Samsung CJ791 monitor instead.

 

I want to go to my nearest a Best Buy store and exchange the incorrect monitor for a C27HG70QQN.

 

I would be grateful if you could please send a C27HG70QQN monitor to my local Best Buy (Best Buy Alpharetta; 975 N Point Dr) because they do not carry the C27HG70QQN in stock. Please also tell me when it will arrive so I can, on that date, drive there with the incorrectly delivered monitor to make an exchange.

 

I called your Customer Service line but the person on the other end of the line was confused and I am not sure she understood that I needed her to send a C27HG70QQN monitor to the store for me to exchange. I also wanted an email confirmation but she did not send me one. I do not want to drive all the way to store, have the store tell me they don't have the correct monitor in-stock and then have to drive back days later.

 

Thank you.

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Posts: 524
Topics: 30
Kudos: 150
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Registered: ‎10-03-2017

Re: Wrong Item Delivered, Want to Exchange, Need Help

Hello, Jonathan_77,

 

Thanks for reaching out to us here on the Community Forums! 

 

I'm so sorry to hear about the incorrect monitor that was sent to you, that's our mistake. We'd be happy to do what we can to try and help you out with this, so let's talk about what's possible. Have you worked with any of our Customer Care Teams to have this issue resolved since your post to us here?

 

Kind Regards,

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-17-2019

Re: Wrong Item Delivered, Want to Exchange, Need Help

I reached out to Best Buy via multiple ways but no one was able to help me.

 

My experience with Best Buy was not good:

 

  • I order an item and receive the wrong item.
  • The item I receive is more expensive (almost double the price). I want to exchange it for the right one but no one can arrange this. I called the support number (confused agent who struggled to understand my issue) and visited this online support site (no answer).
  • The phone agent told me I need to return the monitor in store because if not I needed to pay for return shipping (even though this is Best Buy’s error!).
  • I go to the store to return, which takes one hour and 30 minutes out of my day.
  • At the store, still no one can help me with an exchange and the manager doesn’t even express his thanks that I am returning a more expensive item then what I ordered. He could have arranged a delivery to my house or at least set up a time for me to visit the store and pick up the correct monitor.

 

The annoying thing here isn’t the initial mistake by Best Buy, it’s the complete lack of assistance in making it right. Honestly, I’ve had better support from Amazon. At least they make returns easy by letting me visit a UPS store instead of driving all the way to a distant retail location.

 

Here is how Best Buy should have handled this:

 

  • I receive the wrong item.
  • I call Best Buy, the agent understands my issue and apologizes on behalf of Best Buy.
  • They send me a return label and ask me to take the wrongly delivered monitor to a nearby UPS store (5 minutes away).
  • They immediately ship the correct order to me via the fastest shipping method.
  • As a thank you for returning this more expensive item, and taking time out of my day to deliver to a UPS store, Best Buy discounts my initial order by $50.

 

Do you see how the second timeline of events changes the whole experience? Instead of saddling your customer with all the responsibility for fixing your mistake, you step up and make things right.

 

If anyone at Best Buy has any comments about my experience, I would certainly like to hear it. I cannot believe that this is the way Best Buy wants to represent itself.

 

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Posts: 525
Topics: 22
Kudos: 114
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Registered: ‎07-23-2018

Re: Wrong Item Delivered, Want to Exchange, Need Help

Jonathan_77,

 

We do understand why that would leave a sour taste in your mouth. We pride ourselves on excellent customer service, and want to do everything to show you that from here on out! 

 

It doesn't sound like you were able to get this resolved quite yet. Would you be able to send us a Private Message via the blue button in my signature so that I can take a closer look at this? Please include your full name, email address, phone number, and order number in that message.


We look forward to hearing from you and helping out! 

Austin|Social Media Specialist | Best Buy® Corporate
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