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New Member
Posts: 2
Registered: ‎02-18-2021

2.5 hours on the phone and in the chat, nearly 25 transfers in all, and in the end....

[ Edited ]

I ordered a fridge, washer, and dryer on Feb 1 to be delivered on Feb 20.  On Feb 18 an email from BB said the washer wouldnt be delivered until May 22nd.

 

I spent 2.5 hours on the phone and on chat.  In the end a guy named Cristian was able to save the day and get another fridge delivered on the 23rd of Feb, but then later I noticed he cancelled the whole order and now I'm not getting the washer or dryer either.

 

After all that... I just can't with you Best Buy.  Just can't. Can you count the agents below?  I wasn't able to copy the end in and then the transcript failed to send.  SO sad.

 

  1. 3:06 p.m.

Ash {removed per forum guidelines}:

Connected with a live agent.

  1. Ash {removed per forum guidelines}:

Thank you for choosing Best Buy, my name is Ash {removed per forum guidelines}. How may I assist you today?

  1. 3:07 p.m.

You:

I am having a terrible customer service experience

  1. You:

I was transferred 7 times and then disconnected

  1. 3:08 p.m.

Ash {removed per forum guidelines}:

I apologize for the inconvenience.

  1. Ash {removed per forum guidelines}:

How may I assist you?

  1. 3:08 p.m.

You:

I ordered a refrigerator on 2/1/2021. Today I got an email saying it will be delayed until May 22

  1. You:

it was supposed to be delivered on 2/20/2021

  1. You:

my family is moving into the house on 2/21/2021

  1. You:

I need this fixed one way or another

  1. 3:09 p.m.

Ash {removed per forum guidelines}:

Sure, I can check the details for you.

  1. 3:09 p.m.

You:

I've been patient and kind but I'm losing my patience

  1. 3:09 p.m.

Ash {removed per forum guidelines}:

Can I have your order number please?

  1. 3:10 p.m.

You:

XXXX

  1. 3:10 p.m.

Ash {removed per forum guidelines}:

Thank you for the order number.

  1. Ash {removed per forum guidelines}:

Can I have your mobile number for verification please?

  1. 3:10 p.m.

You:

XXXXXXXXA

  1. 3:10 p.m.

Ash {removed per forum guidelines}:

Thank you for the mobile number.

  1. Ash {removed per forum guidelines}:

Please allow me 3-4 minutes while I check the details for you.

  1. Ash {removed per forum guidelines}:

Thank you for staying online.

  1. Ash {removed per forum guidelines}:

Let me get you over to one of our specialists as they have the best tools to help you out with this. Don’t worry, the next agent will be able to see our conversation so you won’t need to repeat anything!

  1. Agent Asher M:

Connected with a live agent.

  1. 3:14 p.m.

You:

ok

  1. 3:14 p.m.

Agent Asher M:

Hi, thanks for your patience. My name is Agent Asher M, as I see that you have just been transferred to me. May I please have 2-3 minutes to review the start of this chat? My apologies for the delay.

  1. 3:15 p.m.

You:

ok

  1. 3:15 p.m.

Agent Asher M:

Thank you.

  1. Agent Asher M:

Thank you for staying connected. We appreciate your patience.

  1. Agent Asher M:

I understand the order was supposed to be delivered by 20th and it has been rescheduled to may.

  1. Agent Asher M:

Is this correct?

  1. 3:18 p.m.

You:

yes

  1. 3:18 p.m.

Agent Asher M:

Please do not worry, I will check the information and help you. \

  1. Agent Asher M:

I am sorry to hear this.

  1. 3:19 p.m.

You:

i need this fixed by saturday

  1. 3:19 p.m.

Agent Asher M:

Sure, I am checking the information, please stay connected.

  1. Agent Asher M:

As the product is currently not in stock, it is being shipped from the vendor which is why the order has been delayed for so long.

  1. 3:22 p.m.

You:

i know. i need this fixed by saturday

  1. 3:22 p.m.

Agent Asher M:

I understand the refrigerator is really important for you.

  1. Agent Asher M:

I would suggest you with similar products are available in stock and ready to be delivered.

  1. 3:23 p.m.

You:

ok

  1. 3:24 p.m.

Agent Asher M:

Sure, To best assist you with this. I’m going to transfer you to sales team member who specializes in this. I appreciate your patience and thank you for choosing Best Buy.

  1. Jacobbo P:

Connected with a live agent.

  1. Jacobbo P:

Thank you for choosing Best Buy, my name is Jacobbo P. With whom I have the pleasure of chatting?

  1. 3:25 p.m.

You:

David

  1. 3:25 p.m.

Jacobbo P:

Hello David!

  1. Jacobbo P:

I see you need a similar refrigerator to the model  RS27T5200WW

  1. 3:26 p.m.

You:

yes. I need it by saturday.

  1. You:

what do you have

  1. 3:29 p.m.

Jacobbo P:

It`s available in Stainless steel.

  1. Jacobbo P:

[https://www.bestbuy.com/site/samsung-27-4-cu-ft-side-by-side-refrigerator-stainless-steel/6397576.p?...]Samsung - 27.4 Cu. Ft. Side-by-Side Refrigerator - Stainless steel [https://www.bestbuy.com/site/samsung-27-4-cu-ft-side-by-side-refrigerator-stainless-steel/6397576.p?...]

  1. 3:30 p.m.

You:

ok

  1. You:

I'd like to have an email confirmation that it's arriving on saturday

  1. 3:34 p.m.

Jacobbo P:

Oh, in this case, the option is not available!

  1. 3:35 p.m.

You:

find something for me

  1. You:

this needs to be fixed. this is not a good way to do business.

  1. You:

are you still there

  1. 3:40 p.m.

Jacobbo P:

Please, let me I transfer you to an agent that can assist you.

  1. 3:41 p.m.

You:

what?!

  1. You:

you are the agent that is supposed to assist me

  1. You:

the agent before you was also the agent that was supposed to assist me

  1. 3:41 p.m.

Parker {removed per forum guidelines}:

Connected with a live agent.

  1. Parker {removed per forum guidelines}:

Thank you for choosing Best Buy, my name is Parker {removed per forum guidelines}. How may I assist you today?

  1. Senen M:

Connected with a live agent.

  1. 3:42 p.m.

You:

i don't know what to say?? you are the 11th transfer

  1. 3:43 p.m.

Senen M:

I understand let me help you, please give 3 minutes to read the previous chat

  1. 3:43 p.m.

You:

my order was delayed until May 22nd. I need a fridge at my house on saturday. Best Buy needs to fix this. Every agent says they can fix this yet each one transfers me

  1. 3:43 p.m.

Senen M:

To best assist you I’m going to transfer you to a team member who specializes in this. I appreciate your patience and thank you for choosing Best Buy.

  1. William M:

Connected with a live agent.

  1. 3:44 p.m.

You:

what?!

  1. 3:44 p.m.

Alejandro H:

Connected with a live agent.

  1. 3:44 p.m.

You:

this is crazy

  1. 3:45 p.m.

Mila M:

Connected with a live agent.

  1. Mila M:

Thank you for choosing Best Buy, my name is Mila M. How may I assist you today?

  1. 3:46 p.m.

You:

what is happening?

  1. You:

im up to 15 transfers

  1. 3:46 p.m.

Agent Elijah R:

Connected with a live agent.

  1. Agent Elijah R:

Thank you for choosing Best Buy Geek Squad, my name is Agent Elijah . Please allow me 2-3 minutes while I go through your previous chat.

  1. 3:49 p.m.

You:

are you really going to help me?

Delivered

  •   3:50 p.m.

Agent Elijah R:

Yes, I’m sorry you had this experience,

  •   Agent Elijah R:

I do understand it’s frustrating being transferred repeatedly.

  •   3:51 p.m.

You:

what is happening? can anyone get me a refrigerator?

  •   3:53 p.m.

Agent Elijah R:

I see the product you ordered is our of stock, vendor delay and we checked with all the different model. However, we don't see any product which can be delivered on this Saturday.

  •   3:55 p.m.

You:

there's already a truck that will have a washer and dryer that will be coming on saturday, but they can't also put a refrigerator on that truck?

  •   You:

i'm fairly sure it's all at the same warehouse

  •   3:56 p.m.

Agent Elijah R:

We are really sorry. I can check for the similar product which can be deliver  with the earliest available date. however. will not be able  to deliver it on Saturday.

  •   3:56 p.m.

You:

why?

  •   You:

are there no refrigerators at the warehouse where the washer and dryer are being loaded at?

  •   You:

I believe in you

  •   You:

Agent Elijah, are you still there?

  •   3:59 p.m.

Agent Elijah R:

Yes, we are connected.

  •   3:59 p.m.

You:

OK great.

  •   3:59 p.m.

Agent Elijah R:

Working on your case.

  •   4:00 p.m.

You:

I was just thinking that refrigerators just aren't all that rare. There has to be at least one refrigerator in the city of Los Angeles.

  •   You:

i feel good karma coming your way!!!

  •   4:03 p.m.

Agent Elijah R:

Well,  as the product Samsung 274 Cu Ft SidebySide Refrigerator White is out of stock. However, we can help you with recommendation on the Refrigerator which can be  delivered on Saturday or Sunday.

  •   Agent Elijah R:

Will that be okay with you?

  •   4:04 p.m.

You:

that's what I'm talking about Smiley Wink

  •   4:04 p.m.

Agent Elijah R:

Great! let me check for the similar product.

  •   4:06 p.m.

You:

equal or greater value is probably the way to go

 

Posts: 4,542
Topics: 48
Kudos: 469
Solutions: 269
Registered: ‎11-29-2016

Re: 2.5 hours on the phone and in the chat, nearly 25 transfers in all, and in the end....

Welcome to our forums, damudave,

 

From what you’ve posted here, this is far from the experience we hope our customers will when interacting with our chat support teams, so I can’t say I blame you for your frustration up to this point.

 

I’d like to make sure we’re getting you in touch with the appropriate team to look into the issue with your appliance order further, however, I’ll need to gather a few pieces of additional information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number

 

As mentioned, you’ll want to use the blue “Private Message” button in my signature to get this information sent my way, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎02-18-2021

Re: 2.5 hours on the phone and in the chat, nearly 25 transfers in all, and in the end....

awesome.... So I got to reply to the message above and apparently I've reached my maximum amount of messages I'm allowed to send.  What's the maximum Best Buy???? Zero???  What a scam.  I can't believe you guys are still wasting my time.  Literally I will NEVER buy a single item from best buy again.  If you can't walk in, pick it up, and physically hold it... you're probably going to have issues.  Stop wasting my time

Posts: 4,542
Topics: 48
Kudos: 469
Solutions: 269
Registered: ‎11-29-2016

Re: 2.5 hours on the phone and in the chat, nearly 25 transfers in all, and in the end....

Welcome back to our forums, damudave,

 

If the issue you’ve run into persists, I recommend logging out of your Support Forum account, clearing your browser history or cache, logging back in, and attempting to send your message once more.  If you still have issues after taking these troubleshooting steps, I recommend reaching out to our Geek Squad directly at 1-800-433-5778, so they might look into this appliance order further.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!