08-10-2020 02:06 PM
I'm tired of talking on the phone with customer service representatives.
I ordered a laptop last on August 3rd and it was sent via FedEx. As of Wednesday 8/5 I realized there was an issue with the delivery, I contacted BBY via chat on 8/6 and spoke with J. Oliver. I specifically told him that as of 13:01 that day, I received a text from FedEx stating "Unable to deliver" and on their page it stated "No attempts made, schedule for next business day". I felt he did not listen to me and tried to placate me by assuring me the laptop would be delivered by the end of day. It was not. And it still has a pending status as of 8/10. First lie from a representative!
On 8/7, I viewed status of package on FedEx and it stated "Scheduled delivery Pending". At 10 am (9:57 specifically) I called BBY and spoke to a Cherry for 18 minutes. After explaining the situation, she reluctantly resent another laptop but via UPS this time. I asked her if anything could be done due to the delayed delivery and frustration with previous conversation and the entire situation. Apparantly trying to placate me and get me off the phone, she stated she could refund 10% off the cost of the laptop. That's the second lie.
On 8/10, I received the laptop from UPS (the one from FedEx is still pending). At which time I called customer service to relay the delivery and to ensure everything on the backend was proceeding with the 10% discount. Also, the free Amazon plug was not included with the UPS package. I spoke with Omar for an hour. He basically stated that reps were only able to offer $40 if a package was lost and subsequently resent. Omar was very professional and apologetic, but this is hogwash. He did process the $40 and the resending of the Amazon plug. Towards the end I was asking for an email for customer service. He stated there was none available but that he would process our conversation and have a manager contact me within a few hours. Unfortunately, I don't know if he got all my information for this to occur. The phones were cutting out and I lost the call.
I spent quite a bit on this laptop and have replaced other electronics in the past year from BBY. Not sure what elite status means if a customer gets lied to multiple times. I have yet to unpack the laptop, considering whether to return it or not. I would like to be contacted and have this made right.
08-13-2020 02:29 PM
Thank you for taking the time to visit our community forums. I can certainly understand your eagerness to receive this laptop and I appreciate you taking the time to let us know about your experience with this order. We work with all of our shipping partners to get your order to you as quickly as possible and I apologize for any inconvenience that you encountered.
While it sounds like our phone agents were able to provide you a resolution I would be glad to review your case history. I will need a bit more information to do so. Can you please send me a private message that includes your:
You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you.