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Posts: 1
Registered: ‎08-31-2021

Customer Service Experience

Dear Best Buy Customer Service,
This is an overview of a recent experience I had with Best Buy when I attempted to order a range and have it delivered:
I purchased my range in June. Following that, I received a notification requesting that I change my delivery schedule. There was no explanation as to why. However, when I went to the app, it said that I couldn't schedule delivery. I called customer care and they said that it could be delivered on August 21, which was a significant delay. However, that seemed understandable, as I know there are currently shortages on a lot of inventory. I was also given plenty of notice that there was going to be a delay. On the morning of August 21, after I prepared for delivery I was contacted by Best Buy. They said that the range was not at the facility, and that I should call to see when the expected delivery will be. This was the day of the anticipated delivery! I called customer care and the person on the phone could not tell me when it will be delivered. They then put me on hold for over a half an hour after I requested that they ask a supervisor to call me back. Meanwhile, I got on the chat service and they told me that the expected delivery date would be October 26! Also, somewhat simultaneously the phone customer care agent hung up and disconnected without warning. This was after more than an hour of holding (the initial hold time (which was supposed to be 9 minutes and was more like 45, and the hold that the customer care agent put me on).
At this point, I was incredulous, and so, so disappointed in Best Buy's customer service.
The chat rep then offered to transfer me to someone else to consider alternative products. They did so, and the associate had no background on the previous discussion. I requested that they read through the dialogue with the past associate. They then proceeded to look for alternatives, all which were over $1,000 more than my original purchase.
After that, they then said that my original order is now showing it can be delivered in September. I then confirmed this on the Best Buy website. It indeed had a delivery date in late September. I continued to express frustration, but indicated that I suppose that will work. They then said they needed to transfer me to another associate to confirm the delivery date. Ugh. Again, I got someone who had no background on the past discussions. The next person then said that it would deliver on October 26. At this point, I cannot express how irritated I was. This was a bait and switch by Best Buy- not to mention being a completely infuriating experience.
I was then offered 10 percent off of my current purchase, or 10 percent off of a new purchase if I choose to cancel the current order. I considered keeping the original item and asked to confirm that I would get the ten percent off reimbursed immediately. They said at delivery, I'd get a $100 credit. First, of all $100 is not 10 percent of the original purchase price (1,799), and reimbursement is not the same as a credit.
At that point, I was so frustrated that I gave up and cancelled the order. Your customer service is exhausting, and so unhelpful. Meanwhile, I did not get my range, which is an essential item. Ultimately, I decided to take my business elsewhere. Also, this is after Best Buy delivered a washing machine that didn't work- which, I was very patient regarding that situation- but that, in combination with this most recent experience has completely changed my mind about Best Buy.
Your customer service is is great need of an overhaul. I cannot express how irritating the whole experience was. Ultimately, if I would have received communication early on that the order was yet again delayed, instead of me hearing about it the day of delivery, would have gone a long way toward trusting your company.
Also, I have the full transcript of the text which I would happily provide upon request. As a final note, I sent this message in its entirety to an email address that one of your associates provided me during this ordeal. The reply I received was, "Please contact us directly at 888-237-8289 and request to be transferred to our Appliance Services Department for assistance." Clearly, no one read the message.

Posts: 4,949
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Registered: ‎11-29-2016

Re: Customer Service Experience

Good afternoon, linfieldian,


Although I wish your visit were under more fortunate circumstances, I do appreciate you taking the time to join our Community and sharing your experience with us.  As someone who’s had to deal with my fair share of order delays myself, I know what a frustrating experience it can be.  Given the experience you’ve described here just trying to get your range delivered, I can’t say I would feel any differently under similar circumstances, and I regret the disappointment this experience has undoubtedly caused.


While we may have missed the mark with this range delivery, I am glad you were able to find the range you need elsewhere, and took the time to follow up with us here, and share your experience.  I’d like to make sure we’re fully documenting your feedback here at our Corporate Headquarters, to ensure your experience is visible to the appropriate parties for any coaching and training opportunities that may present themselves, however, I’ll need a few pieces of additional information from you in order to do so. 


If you could send me a private message with:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your cancelled order number
  • Any chat transcripts you have available


As you can imagine, we’ll want to keep your private information out of the public view of our forums, so be sure to use the blue “Private Message” button in my signature to get this sent my way.  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.


Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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