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New Member
Posts: 2
Registered: ‎02-06-2020

Does Being an Elite Plus Member Really Mean Anything? Customer Service Issues

[ Edited ]

As an already existing Elite Plus Member, I purchased appliances from Best Buy which cost over $3,700.00. I was scheduled for delivery on three separate occasions and received last minute cancellations all three times.

A refrigerator, range and microwave were delivered to my home on time.  My dishwasher delivery was scheduled and subsequently cancelled on three different occasions.   

These scheduled deliveries caused me to schedule time off work as well as miss family functions due to the cancellations coming through at the very last minute even though the delivery dates were scheduled well in advance. In each instance, I received status updates reminding me of my delivery times and even received messages stating "Today is the Day. Your items are being delivered".


These cancellations resulted in four separate contacts with Best Buy Customer Service Reps in which the following occurred:

I was allowed to reschedule delivery two additional times after the first cancellation.

I even contacted Best Buy prior to the delivery date in one instance to verify their system was working properly and to verify the item was in stock and would be delivered. I was promised on time delivery via a chat message and the rep indicated the item would be in stock. Chat Interaction #: {removed per forum guidelines}. Check it out. I find it odd that Best Buy reps don't apologize to customers for inconviences such as these.  I have re-read the transcript of the chat several times and they never claim close to apologizing, they only insisted it wouldn't happen again.  This particular delivery was then cancelled as well.

I was again promised delivery in a follow-up phone call to 1-888-Best-Buy. When asking the rep to please check again as I had already been through the same process twice already, he put me on hold and never returned. I actually am still on hold as I type this and it is 2 hours and 45 minutes later.

I called back on a different phone and was told the item has never been in stock and wouldn't be any time soon. I was advised the previous representatives should have been able to see this.

I asked for the next best/similar item based upon decibal level to be substituted. I was denied and only offered a lesser model instead because the original item I purchased was on sale and it would go against their policy. It seems like they are okay with the policy of inconvenience to their Elite Plus Members.

Best Buy determined sending a truck back to my house to pick-up the now slightly used refrigerator, range and microwave was a better option for them versus substituting the next best/similar item. My return pickup is scheduled for next Wednesday.

The Case ID # provided to me by the Supervisor Jason is {removed per forum guidelines}

Posts: 5,693
Topics: 190
Kudos: 510
Solutions: 268
Registered: ‎08-21-2017

Re: Does Being an Elite Plus Member Really Mean Anything? Customer Service Issues

Hello, douglasws,

 

Thank you for taking the time to visit us here on our community forums and taking the time to let us know about your experience with this delivery. I know it's not easy to set time aside for appointment and I apologize that you encountered so many cancellations for this dishwasher. We work with all of our customers to try and find the best solution in the event that a product is unavailable or sold out.

 

I'm disappointed to hear that the decision was made to cancel your order. I hope we can welcome you back in the future to provide you a better purchasing experience. Please let us know if you change your mind and would like us to continue looking into this for you!

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-06-2020

Re: Does Being an Elite Plus Member Really Mean Anything? Customer Service Issues

So I am trying to move on from this travesty.  Best Buy picked up my items and they have been marked "returned" for 3 days now.  Where is my refund?  You still owe me over $3000.  

Posts: 5,693
Topics: 190
Kudos: 510
Solutions: 268
Registered: ‎08-21-2017

Re: Does Being an Elite Plus Member Really Mean Anything? Customer Service Issues

[ Edited ]

Hello again, douglasws,

 

I appreciate you following up with us to let us know about this return order. I'm sure you're anxious to receive this refund and I'd be glad to give you some more details about this timeline. Once a refund has been processed it's usually available in your account within three to five business days. In rare cases, this process can take up to one billing cycle. I would recommend contacting your banking institution for more details about this process. Please don't hesitate to let u us know if you don't see this refund after this time frame and we'll be glad to continue researching this for you.

 

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