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New Member
Posts: 2
Registered: ‎02-19-2020

Complaint about the customer service department structure

First, I wish to say that my intention here is not to vent, nor to simply be critical of your company, but to point out a huge opportunity Best Buy has to improve it's customer service and, specifically, it's complaint resolution process.

 

My wife and I had a terrible experience with Sears regarding delivery of an entirely new kitchen (6 appliances) around 2005, and we wound up telling Sears to keep their appliances, refund our money, and we went to Best Buy instead. Best Buy was terrific and won our steadfast loyalty, and we have been big promoters of your company since that time.

Our washer and dryer were now 15 years old and it was time for new ones, so we went to Best Buy and bought a new set. We decided to get them stacked to save space, and the delivery went off without a hitch. The only problem was that the washer was so low and so deep that it would be bad for my wife's back to retrieve wet laundry from the washer, so we called back and purchased pedestals to be installed. The salesperson was wonderful, and even saved us money by price matching. In addition to this, Best Buy offered to take the washer and dryer back and deliver new ones with the pedestals just in case there was any cosmetic damage as a result of the stacking. We knew then that we were doing business with the right company.

 

We scheduled the delivery for the first day of our vacation so that we would not have any work complicatons in our schedules. The day prior to the delivery we were informed that the pedestals had not arrived yet, and would unlikely be there in time for the morning delivery slot. This was disappointing, but we agreed to take delivery the next day and delay our departure.

 

To make a long story short, the actual delivery did not happen until the following Tuesday or Wednesday, which was the last day of our vacation. Our experience trying to coordinate getting both the appliances and the pedestals delivered was frustrating and time consuming, and the delay cost us our entire vacation because the delivery kept getting pushed back a day at a time. We were promised that we would be compensated for our loss after the delivery was completed, but no one ever contacted us.

 

My wife contacted Best Buy after a week, and had to speak with several people and reject several inadequate offers of money until we finally agreed to accept $300 for our non-refundable reservations which we never used. We were told the money would be refunded to the credit card, but never was. We wwere then told a check would be issued but it was not processed until 2/11. amd we have not received it as of the 19th and are told it takes 10-14 days to arrive by mail. The last time I checked the US Mail delivers first-class letters in 2-3 days.

 

All of this sounds like a bit of whining on our part until we dig into what it took for us to get this far. One of the biggest failings the Best Buy complaint department has is that there is no way to have one person own a complaint and follow though with it until it's resolution. Every time we call we get a different person, and even with the case # we have to re-explain ourselves every time, and then wind up being given a different case number. My wife had to call and speak to at least 10 different people for at least 20 minutes each to get to $300, and after the credit card was not refunded she has made at least 36 different phone calls (her history does not go back further in time) and has spent at least 15 hours finding out that Best Buy would not reund our credit card but wikk issue a check, and then dogging them untl we got a promise that the check was authorized and processed a week later. This is a huge, frustrating waste of time, and when we ask to speak with someone who has sufficient authority to resolve this problem and who would give us his or her direct line we are told that we can't do that, but that they wuld forward our complaint to this anonymous person(s) and that they would get back to us only if they wanted to.

 

This indicates a complete lack of accountability to the customer in your customer service department. I can draw only two reasonable conclusions as to why this is happening. This first is that this in intentionally set up like this to provide exactly what we have gotten: unaccountable customer service reps with little or no ability to solve or fix problems whose only job is to wear unhappy customers down until they go away. The other conclusion i could draw is that your customer service reps just transfer calls between each other and lie about being supervisors, and then try to wear us out. Either way, the result is the same. Our problem has not been resolved, and we are utterly frustrated with Best Buy to the point that we now view you the same way we view Sears: as a company we will not speak well of and with whom we will never do business again. All that from a couple who were raving fans of yours less than two months ago.

In my latest call trying to get through to someone with authority somewhere in your corporate complaint structure I relayed my story about Sears to the unhelpful person on the line with me, and she noted that Sears was going out of business. I told her that 15 years ago the department manager I was complaining to at Sears rather boastfully told me that they were the third biggest reatiler in the US for a reason, to which I replied that it sure isn't going to be that way for long if you treat customers like you are treating us. Today Sears is giung under, and now Best Buy is justifying it's horrible customer complaint process the same way that former manager from Sears did. and that the results will be the same.

 

Best Buy needs to allow complaints to escalate to a point where one person then handles them from that point forward. I'm not saying that every complaint needs ownership, but there needs to be the consistency and accountibility of one person handling it when it escalates to a certain level. If Best Buy had done that, then I would probably still be loyal to them in spite of the difficulties because this would not have gotten to the point it is now. And the point it is at now is that I will never do business with you again, and I will tell anyone who asks me not to do business with you either.

I do hope that whoever reviews this post takes action and forwards it to someone who understands what lousy service like this will do to the comany which pays your mortgages and puts food on your tables before you go the way of the once-great Sears Roebuck & Co.

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Posts: 5,898
Topics: 199
Kudos: 579
Solutions: 290
Registered: ‎08-21-2017

Re: Complaint about the customer service department structure

Good morning, twarmuth,

 

Thank you for taking the time to visit our community forums and letting us know about your experience with this delivery. I appreciate you providing your feedback about contacting our phone agents. We strive to provide expert service no matter how you get in contact with us so I can understand your disappointment to make so many phone calls to get an update on the status of your delivery. I see in your message you mentioned that this has not been resolved at this time, am I correct in understanding that you haven't received this check yet? While it does sound like this is still in the time frame to be delivered I would be happy to make sure it was processed correctly. I'd also be happy to document your feedback here at our Corporate Campus.

 

I will need a bit more information so I can review the status of this check. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-19-2020

Re: Complaint about the customer service department structure

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Posts: 5,898
Topics: 199
Kudos: 579
Solutions: 290
Registered: ‎08-21-2017

Re: Complaint about the customer service department structure

Hello, twarmuth,

 

Thank you for your response. I removed several pieces of information from your message as it was posted on our public forums. I'll be sending you a private message in return shortly. You can check your inbox by making sure you are logged on to your forum account and clicking the orange envelope in the top right corner.

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