08-18-2020 09:25 PM
I'm Elite Plus for about 5 years running. My spend is well into 5 figures a year. I know my membership benefits well and use them because they are benefits, a value add. I ordered the new Sony WH-1000XM4 headphones as a pre-release. The finally shipped yesterday but they shipped UPS Sure Post. UPS Sure post means UPS delivers to the local post office for final delivery. One of my benefits is free second day shipping. So I call Best Buy...
The first chat tells me 2nd day delivery isn't a benefit and that it only ships that way at their discretion. As I'm trying to discuss that he is mistaken, the chat disconnects. I chat again, tell the person the issue and they immediately pass me to someone else. Then I screwed up and closed the app on my phone. Now I figure I'll call. So I call. This person again tells me it's not a benefit. I tried to point to the website benefits but she also tells me it's their discretion. As I'm asking for clarification, I get disconnected. I call back. I get general support who proceeds to tell me 2nd day isn't even listed as a benefit and she will transfer me to Elite Plus support. Didin't know there was such a thing. Well, there isn't. But I was able to talk to someone who at least confirmed 2nd day is a standard benefit. He then tries to put me back in the support queue. While waiting, I start another chat. This person has a multitude of excuses: it's not really a benefit, if it's a new release they don't need to uphold the 2day, it's my fault because I did not choose 2day at time of order, it's up to the carrier, maybe my area couldn't receive 2day. Everything I said, he had an excuse for. Finally, the phone hold is over and I end the chat and talk to this person. She says she will help. I told her the history upfront so I don't get the same story. She listens but then I get disconnected again.
Now I don't know if they were having problems or not. Each person claimed there was some support glitch. Seems convinient when I don't accept their excuse I get disconnected. Every one of those people had my phone number. Do you think even one of them called me back to continue the call, nope. Here is where it gets better. UPS got the package less than 5 miles from my door in the first 12 hours. It's gonna take 48 to get it the rest of the way there. So I go to UPS because I have MyChoice. They want to charge me to let me come pick it up where it is. Otherwise, wait two days. All I wanted was for someone to at least admit they were wrong and credit me the $3.50 so I could pick it up myself. Nobody, and I chatted with three people and talked to 4, would do either. And this is for a repeat customer who spends a considerable abount of money each year. Meanwhile, if I put the item in my cart right now, it does say 2 day shipping. So I ask Best Buy, why don't your people know the benfits and why when they are clearly wrong, can't they admit it? I spent over 2 hours dealing with this. The first person should have said there was a mistake and credited me the extra spend to get the package held. I don't think that was too much to ask.
I have a customer service related job. My customers are spending millions. I often have to give 5 figure concessions for small stuff that may not even by my team's fault. I don't make excuses, blame the customer, and hold a hard line on a small concession. I'm not going to risk losing the business over something small, even if they are wrong. Now I realize I'm spending millions but I'm spending more than most. Best Buy just jeopardized a long standing customer over a mistake acknowledgement and $3.50. My spend this year is $15K to date. That's .02% of my spend to date. I'd easily be at $25K this year. Add to all this I got 984 points removed from m y account a few days ago. They are being returned becasue nobody know why they were removed. I think it's time to shop elsewhere.
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08-19-2020 11:59 AM
So your buying and reselling Best Buy products?
08-19-2020 05:21 PM
Um, no? Not sure what in my post would give you that idea other than I spend alot. I'm a photgrapher on the side. I could drop a few K on a lens in a heartbeat.
08-21-2020 07:12 PM - edited 08-26-2020 09:51 AM
Thank you for sharing this concern with us.
Regarding your desire for confirmation of if free 2-day shipping and free scheduled delivery is a benefit of being an Elite Plus My Best Buy member, I can confirm that is a benefit. With that said, according to the My Best Buy program benefits information on our website here, for that benefit:
“To get free 2-day shipping and free scheduled delivery, sign in before you check out and make sure your member ID has been added to your account. If you haven’t already done so, you can add your member ID to your account during checkout. Select items limited to free Standard Shipping at the time of purchase. Orders to P.O. Boxes may result in additional shipping time.”
It's hard to say what was happening when you placed your order, but from that you describe, it sounds like this may have been a rare case of the item being limited to free Standard Shipping at the time you made your purchase instead of the faster shipping you have come to expect and that became available for later purchases for this item. I’m very sorry for any confusion or disappointment this caused and totally see how this situation could be confusing, particularly when receiving inconsistent communication from representatives on chat and phone service channels.
While I cannot change what has gone before, I’d love to take a closer look at this situation to see what may be possible going forward. To get started, please send me a private message with your full name, phone number, email address and order number. When logged into the forum from a PC, that option should be available next to my signature below this post.
10-08-2020 07:22 PM
Didn't expect to be back here so soon. End of August I had an issue where Best Buy didn't ship my item 2day, which is an Elite Plus benefit. Was their error and Kayla-BBY really helped me out. Well, here I am again. Same issue. Placed an order and Best Buy ships it home delivery. Only this time, I really needed the item on time. Went the usual direction of contacting customer support and their answer is to cancel the order for this item I really need. Not sure what world that makes sense. I realize with the pandemic, shipping times are not predictable. Shipping it with the wrong service is not the pandemic's fault. It's an error. Doing it twice in two months is unacceptable and has me really considering other options moving forward. Don't offer the benfit if you can't honor it.
10-11-2020 10:56 AM - edited 10-11-2020 10:57 AM
Hello again, Zelly!
Thanks for reaching out again for support, although I hate to hear you've encountered another issue with shipping. While I'm glad to hear Kayla was able to help you out earlier, I'd like the chance to provide further information on the free 2-day shipping option for Elite Plus members.
While we do our best to ensure this time frame is met, there's a few factors that may come into play depending on the location of shipping and product availability, for example. I encourage you to review this post for further information:
If you have any additional questions or concerns, please let us know.
10-30-2020 05:06 PM
Believe me, I understand very well the 2 day policy. Best Buy choosing a different shipping method in my opinion is not part of the policy and that is what happened. The item was available as it shipped on time. The item was not exactly close but it was not clear across the country. Had the item been shipped according to the benefit, it would have been received on time.
This is the exact argument I had to endure last time, through at least 3 or 4 calls. If it's a benefit, it is an expectation. If that expectation can't be met do to conditions outside Best Buy's control, I understand. Best Buy made a choice in how to ship, twice, that was not in accordance with the benfit. Best Buy chose Fedex ground instead of Fedex 2nd day.
My order was placed on 10/6. The receipt at time of order said delivery on 10/8. There were 2 items, one item was delivered on time. The other was not.It was shipped ground and delivered on 10/9.
I also disagree with combining this incident with my previous incident. They are separate and should be shown separately.
11-01-2020 11:59 AM
I understand your continued concerns with this specific shipping experience, and I'd like the chance to take a closer look. To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.
Happy to help,