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-
