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Registered: ‎08-13-2020

my experience with Bestbuy.com and Customer service

I wanted to just share my experience with Best buy this morning. I purchased a sound bar off of the best buy website on Aug 11. Best Buy said the package would be here today, Aug 13. I woke up to an email saying my package had been delayed, but did not provide an updated date. The email also said I could change or cancel my order. I first spent 30 minutes with someone on the customer online chat, who told me my order wouldnt be here till Aug 20. The whole reason i ordered is because I want it today. I would have went and picked one up from the Best buy store 30 minutes away from my house had I known best Buy would be unable to fulfill their commitment. The Customer service rep in the chat eventually stated they could not help me change or cancel my order, but if i called the customer service number, they could do it. I called. The 1st person I spoke with said there was no way to change or cancel my order. I asked to speak to a manager. The Manager said the same thing. That it was a problem with the shipping company and there was nothing to be done. I found this hard to believe that Best Buy couldn't help me cancel or change an order that they failed to deliver on time. I tried one more time, and a customer service rep named Angelica was very helpful. She called the another department who authorized her to cancel the order. Unfortunately it took over 2 hours and 3 employees to finally get a hold of someone who would actually get to the root of the problem and find a solution. I am not mad that shipping was delayed. I know shipping is crazy with the pandemic. I was mad that Best Buy Customer service handled it so poorly. It was an experience that likely wont have me shopping at Best Buy anymore after today. I dont know anything else about Angelica besides her name, but you need to hire more people like her.

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Registered: ‎11-29-2016

Re: my experience with Bestbuy.com and Customer service

Good afternoon, TannerFerguson,

 

Thank you for joining our Community and sharing your experience with us.  Although it doesn't happen often, I'm usually pretty disappointed when my online order is delayed, and misses the delivery date I was initially provided, so I can certainly understand your disappointment with the delay in your soundbar's delivery.

 

While it sounds like there was more frustration while attempting to cancel your order, I am thankful you were able to get in touch with someone who was able to provide you the assistance you were looking for.  It sounds like Angelica is providing some great customer service to our customers, and I appreciate you taking the time to call our attention to this particular instance.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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