07-27-2022 12:50 PM
I purchased a bike on July 4. The initial delivery/install resulted in a defective item. The next delivery never showed, never called. Since that time I have called a dozen times at least. I have spoken with people from those who initially answer the phone to managers. Most everyone says that the issue is that my item was not checked back into the warehouse (Baltimore), it has been "escalated". One manager called "corporate" and was going to call back. He didn't. Most people say they will call back, no one ever does. At one point someone told me to stop calling daily which "resets" the escalation and that I need to wait 3-5 days and let it work out, I waited a week, nothing changed. I've asked for a refund and they say that they can cancel the order but I will have to wait for the credit to hit my card so I can purchase it again and that will take a few day, it was $500 off when I purchased it, so I will have no way to prove that I should get it at $500 off again. At one point I finally said just cancel it and they cancelled everything but the bike! I have no clue what to do to resolve this. I just called "corporate office" and realized it puts you in the same que as the regular number. Oh and I have tried chat for help and going to the local store as well, didn't work! I have always felt good about best buy but this is insanity!
The WORST part of the whole saga was that I have been polite and cordial to every single person who I have talked to despite the fact that I am furious that I have to keep calling. A couple calls ago when I asked for a manager the woman on the phone SCREAMED at me and said she was a TOP TIER representative, I said are you seriously screaming at me right now, when I am the one who should be upset and she told me I am going to disconnect the call now and hung up on me.
Just now I waited on hold again for about 30 minutes got transferred twice and just got "disconnected" once again. That is what some of them do because they don't know what to do!
07-27-2022 01:03 PM
Thanks for reaching out to us on Best Buy Forums. As we strive to provide exceptional customer service, I regret to hear that this has been your experience. I would be happy to look further into this to see how I may be able to assist. In order to begin, please send us a Private Message via the blue button to the right of my signature. Please include your full name, phone number, and email address along with the order number (if you have it).