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New Member
Posts: 5
Registered: ‎12-17-2020

Formal Complaint

Hello,

 

 

This is a complaint toward Bestbuy store customer service, qualification, and care, Online chat and over the phone service, and lastly product quality.

 

 

In-store service- In my area, there are two Bestbuy's, 1st is 0.09 miles from me and the other 2-3 miles away. I bought the Frame TV 65" from the farther BestBuy because for some reason the closest bestbuy didn't want to order it. 

 

The TV "came" after 2 and a half weeks, we had installation and full tech support also, the tech person came without the TV to install it only for us to tell him the TV isn't here and that he is supposed to bring it. He double-check online and found out that the TV is at the bestbuy that is 0.09 miles from. NO IDEA WHY my TV went there after I ordered from the farther bestbuy after the closest besbtbuy told me they can't order it. 

 

He picked it up, came back home, installed it, and was beautiful ONLY FOR 5minutes. During the menu set-up, the TV went black and stayed black/blue with only sound, no picture. Did everything NOTHIN. That was 5min after getting the TV, so i called them and they had the installation person return and look at the TV, he did what he can which is nothing because this TV literally has one cable for everything so once it's messed up, you can't really repair it, maybe change parts. Anyway, he said to return the TV because it is most likely defective.

 

This is where it gets really inhumane and the worst experience of my life as far as customer service and customer care.

 

 

I mentioned the TV stopped working 5minutes into the menu set-up right? I called to return the TV (I have a return delivery so they must pick it up from our place.)

 

1st. Call on Friday- After 2 hours later, they put me on a schedule for someone to come and inspect the tv in order to return it, and was told someone will update me with the time they will come. I got no update so I called and was told the Monday schedule was for to schedule a different day for someone to come. I was upset, so I went straight to the best buy store.

 

2nd. Bestbuy store that is close to me flat out denied us a  return because and I quote from the manager "We don't want to lose money on that order since you bought it from a different BestBuy (2miles out). I said okay, very disappointing customer service but sure I would go there no problem. (We will come back to this store down in this story)

 

3rd- Went to the store that is 2miles out, thinking it is a simple return specially because I only had the Samsung Frame TV for 2 days. This location has the worst qualified employees any store can have. They had me there for 2 + hours to find out how to send tech guy to my place to inspect the TV for return, 2 hours! 7 different people changing to a registration one after one, nobody can figure it until the last guy who again was confused out of his mind and each time we have to update from start which is extremely tedious. After that long he finally created a work order to send someone over to inspect it. The guy came next day which was yesterday, did his thing which took 5 minute, then reported it to be picked up for a return.

 

4th- We had to again return to the store that is 2-3 miles away at night, after work, in snowy weather. After we got there, we are like Thank God it is finally over and we can leave this God forsaken store.....NOPE. more problem came up. The manager left us and the return with an employee who isn't even cabple of doing that transaction, she had asked 2 people how to do the transaction after telling the manager she knew how to do. Manager then had to come back and do it herself, the problem happens now, it shows the TV hasn't been picked up from the store yet, the bestbuy that is close to us "still have the TV" at their store. I am livid at this point, we had the TV for almost a week and their system shows it hasn't been delivered yet because of the incompetent warehouse manager at the bestbuy that is close to us. He didn't scan or record the TV when the Installer guy picked it up so it still shows the TV is at the store. Now we are told to go BACK TO THE FIRST STORE WE WENT TO FOR RETURN AND WAS DENIED AT. 

 

while i was in the store I called customer care and created a case, and the lady gave me case ID number and told me someone will update me with it. I called today to get an update because no one called me, i gave my information geek squad person with Case ID, he said hold on for 5min and i was on hold for 30min, and only to find out he had transferred me to diff department. This department heard my concern, wasted my time and transferred me to a different department, and this department is where the lady created the wrong case! The case ID she gave me was under a totally DIFFERENT IDENTITY, not even my case but it is also under my information and had a different person's full name... very confusing. 

 

The guy I am talking to today is probably the nicest person in the 30 bestbuy on or offsite employee's I've been talking to. He created a new case, and is on hold with me until the supervisor answers the call, only one problem, the supervisor is busier than the president of America. 

 

 

I am tired, wasted, and lost for words, I just wanted to return a TV that doesn't work....how can it be this difficult? I will never buy anything more than $50 worth of stuff from bestbuy and that is if other stores don't have it. I will make sure to copy this and paste it on social media and other places I know and is a member of. 

 

Yackob-

New Member
Posts: 5
Registered: ‎12-17-2020

Re: Formal Complaint

Update- I was on the call today for almost 3 hours, bouncing from Geek squad, primary support, appliances, and back to the geek squad, each time updating them of my situation because they can't communicate at all. On top of that, my wife just found out from the store close to us that, they can't do the return because the TV delivery status still shows the tv is at "Baltimore warehouse to be delivered to us" but we already have the TV for almost a week. I don't know what type of service this is, or confusion but the only person left for me to talk to is the President of Bestbuy and this isn't a joke. 

 

Out of literally, the 30+ BestBuy employee's I've talked to, no one seems to know how to fix the problem and it is a problem that needs fixing because I NEED MY MONEY BACK SO I CAN NEVER COMEBACK TO BESTBUY.

New Member
Posts: 5
Registered: ‎12-17-2020

Re: Formal Complaint

Update #2. It seems like they figured out how to return a purchase after one week and 30+ employees involved. They will supposedly come pick up the TV Tuesday.

They so far, haven’t given any incentives for the days and hours and hours spent with the most terrible in store and online/phone service even existed.

KNOW I’m gone be spending more money to buy a TV, I bought that on Black Friday and now it is almost 2K before tax and warranty. 🤦🏾‍♂️
New Member
Posts: 5
Registered: ‎12-17-2020

Re: Formal Complaint

Update #3- I came back from my trip and the TV was finally gone after almost 2 weeks of useless trash sitting in the living room.

The most exhausting experience ever!!!! NEVER AGAIN WILL GET STUFF from BESTBUY, WORSTBUY.

Not even compensation for all the things they put me through!!

I was even willing to switch the TV to slightly different and better TV since they didn’t have my exactly TV...but they refused flat out!!!

Even this forum is overlook by them.

Every one of bestbuy employee’s are lazy, and I believe they hire based on friends and family not knowledge.

I will spread this experience everywhere so ppl are aware.
Best Buy Employee
Posts: 2,639
Registered: ‎01-09-2015

Re: Formal Complaint

"Even this forum is overlook by them."

 

The announcement that is posted on the front of the forums and is also shown on the log in page states:

 

"Welcome to our Best Buy Community Forums. Due to high incoming post volume, our current response time is 7-8 days. Please review floated posts and solutions posted, as this may assist you in answering your concerns. For more immediate assistance, please contact us at (888) 237-8289. We do not have any information as to when more PS5 or Xbox Series X/S pre-orders will be available."

 

If you're looking for assistance here, you'll need to give them time as you have not reached that range yet.  The moderator team appreciates your patience as they help all of the customers who are ahead of you.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 5
Registered: ‎12-17-2020

Re: Formal Complaint

Great, I wrote a couple of pages worth of experience and you pick one line to talk about....that is hilarious.

 

I will wait for the extra days left from your "7-8 days" response time.

 

Thank you. 

Best Buy Employee
Posts: 2,639
Registered: ‎01-09-2015

Re: Formal Complaint

I’ve read it, that is primarily going to be on the Geek Squad team. The regular users of this forum help out with simple issues but this will require someone with access. The moderators should be able to help with getting things cleared up.

I responded because you stated this forum was overlooking your situation. They haven’t, the moderators have yet to reach your post in their queue as they are assisting customers
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Social Media Specialist
Posts: 171
Registered: ‎10-12-2021

Re: Formal Complaint

Topic has been move to its own thread under customer service support

Posts: 1,080
Topics: 57
Kudos: 137
Solutions: 62
Registered: ‎07-23-2018

Re: Formal Complaint

This topic has been moved to Customer Service under the board Best Buy Store Purchase for further review.

Posts: 1,080
Topics: 57
Kudos: 137
Solutions: 62
Registered: ‎07-23-2018

Re: Formal Complaint

This topic has been moved to Customer Service under the board Best Buy Store Purchase for further review.