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Posts: 1
Registered: ‎06-23-2020

formal complaint



I just spent the last hour and 20 minutes on the phone with 4 sales people who were unable to complete my purchase/exchange order.  One was very rude, one had no sales experience whatsoever.  None were successful in completing a transaction.


I ordered an oven in May that was to be delivered yesterday.  When the delivery arrived, the men had my dishwasher (ordered the same day) and told me that my oven (which on back order and the reason I had to wait for the dishwasher) was damaged and that I would need to contact Best Buy the following day to reschedule the delivery.


I called the next day and was told that this time I would need to wait until mid August (2 months) for the backorder.  I asked if I could substitute a similar product for the same price and was allowed to do so by the second sales associate.  I asked for him to make sure I was not double charged and I was put on hold long enough to eat dinner and clean them up!!!  The next lady came on, I had to give the whole story again and she said she did not have the authorization to apply the price match. I explained the guy had already done that and that I believe she was just to make sure that I was not double charged.  She claimed there was no order placed and put me on hold again.  During this hold time, I got my competitor's credit card and placed the order with them.  The 4th sales rep came on as I finished my purchase so I told her to make sure my order was cancelled.  She was very angry and made it personal and about covid, and how she was having to work from home, and sarcastically apologized that I had been transferred so much, but that she could not even access my account!!!


This is unacceptable.  Covid is NOT an excuse for any of the runaround I got today.  It is poor training and lack of customer service!


Sadly, this was me giving Best Buy a second chance for a delivery the year before where the installer they sent wanted to replace my valve on my pipe because it was "corroded and would break if he touched it".  My husband offered to turn the valve on and off without holding him responsible.  He would not allow it - only replace it.  We called a handyman out after sending the dishwasher back and it turned out that the dishwasher hose was leaking at the valve!  Had he just gotten down to look, he would have seen that.


This was my final purchase from Best Buy.  You can see by my purchase history that I have been a very good and loyal customer.  






Posts: 6,667
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Registered: ‎08-21-2017

Re: formal complaint

Hello, erikasw,


Welcome to our community forums. I appreciate you taking the time to let us know about your recent experience with this purchase.


We strive to provide expert customer service and I apologize that this wasn't your experience. Our phone agents are working as quickly as possible to answer the higher than normal volume of calls we have received recently. 


While I understand needing this order as quickly as possible, I'm disappointed to hear the decision was made to cancel this order. I hope we have the opportunity to provide you a better purchasing experience in the future. If you need help at that time, please don't hesitate to let us know.


AndrewB|Social Media Specialist | Best Buy® Corporate
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