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Posts: 4
Registered: ‎01-27-2019

Inexcusable Customer Care

I am currently depolyed overseas. Before leaving the states, my wife and I purchased a new home. I contacted all credit card companies, including Best Buy, and updated my billing address. On 25 & 26 January, I made several attempts to make a purchase at Best Each purchase was approved by my credit card company, but then a minute or two later I would get an email saying Best Buy had cancelled my order because they were "unable to verify my information". Upon calling Best Buy customer service, I learned that Best Buy had never updated my billing addrress, and that upon cancelling my first purchase attempt, they had flagged my account....meaning it was being sent to an "escalation department" and would take several days (3 - 10 days) to resolve, and I would not be able to make any purchases on until it was resolved. I was told by three seperate Best Buy customer service reps that they have been experiencing this problem for sometime now, and they had been working on resolving why this is occuring. Best Buy could not tell me why this is happening, why my information (and many other customers) was unable to be verified or why accounts are being flagged and made unusable. So Best Buy acknowledged that the problem is on THEIR end. So as a result, I was unable to puchase a birthday gift for my wife back in the states while I am deployed. Even worse.....I was told Best Buy would NOT honor the sale prices that I had secured, after THEIR problem is fixed! explanation given for why THEIR system is unable to verify customer information, no explanation given for why THEIR system is flagging customer accounts and rendering them unusable, a ruined birthday party and a refusal to honor sale prices after THEIR system is fixed!!! This level of total disregard for the paying customer is thoroughly inexcusable, thoroughly anacceptable for a company the size of Best Buy, thoroughly unprofessional, and to be blatantly honest, it is very, very embarrassing for all involved. I have been a longtime and very loyal customer to Best Buy. I have utilized Best Buy for ALL my electronics needs for years. Suffice it to say, I will begin my search for a new electronics store upon my return stateside.

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Registered: ‎04-18-2017

Re: Inexcusable Customer Care

Good afternoon, Rocket24Man,


It’s awesome to hear you’re continually choosing to make Best Buy your shopping destination for all of your electronic needs, and I’m sorry to hear about you most recent order complications.  I’m certainly wanting to see if I could help out and I appreciate the time you’ve spent bringing your order to our attention, here on the Best Buy forums!


I’m unable to promise a different outcome without first taking a closer look at the order, but I’m looking forward to working with you soon to see if there are any options we can explore.  For me to get this opportunity please send me your full name, phone number, email address, order number(s). 


I hope to hear back from you soon, but be sure to keep this information private by sending me a private message by clicking the blue button in my signature line below!

JJ|Social Media Specialist | Best Buy® Corporate
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