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Posts: 5
Registered: ‎03-21-2020

My latest customer service horror story

So recently, I had my gmail hacked (not related to BB of course) and one of the things they did was get into my Best Buy account online and use up 200$ of rewards dollars to buy 2 100 dollar playstation gift cards.  I got the txt message confirmation for the 1st one and cancelled it but I was too slow on the 2nd one.  While I was securing my account and changing all my passwords, the order went through, even though the hacker never got a chance to redeem the actual digital card.


What happened next was a hilarious comedy of errors on the part of best buy.  I spent the next 2 weeks calling and chatting with best buy support to get the transaction cancelled and my points returned.  Call after call, each rep told me they'd escalate it up to their supervisors and that i'd receieve and email or call within 24 to 48 hours.  Naturally no calls or emails ever came. I'd call again, same story, and no explanation as to why no contact.  As I would retell the same story to a new rep, and give them case numbers, they all seem baffled.  Frequently told 'ill transfer you to....' and then get hung up on.  Finally getting upset, I kept asking to speak to a supervisor or someone who had the power to fix my issue.  They all told me 'we cant do that' over and over.  I kept calling the various numbers of the various departments and kept getting jerked around, until I finally got a supervisor, but it was for the wrong department.  He said he would transfer me to the rewards dept supervisor, and then put me back into the general queue.  


After calling back a few more times I finally by some miracle got ahold of an actual supervisor who could solve the problem.  When he did, it took about ten minutes to fix the points.  After hours and hours of phone calls, lost time, incompetent reps, etc.  Either they were lying to me about escalting my case, or they were lying about the timeframe of a followup, OR they were lying about not being able to transfer me to a supervisor. OR they were lying about any number of things.  The whole system is a joke.  They don't give their employees the tools to help people, and they dont give them the tools to escalate a problem properly when it's a larger issue.  


They can apologize to me 100 times until they're blue in the face, but I'm just exhausted at this point.  The supervisor said 'theyd look into it' when I asked about whether they were going to care about the constant lies and misinformation.  One rep even said that I was entitled to extra compensation, which was also not true, because the final supervisor person I got said there was nothing he could do.

I've spent years spending 1000s on Best Buy purchases for my clients and friends. I'm going to be telling them that its not worth it. Just go with amazon.  One would think that a certain amount of customer loyalty would earn even a base-line level of competence in terms of account issues.


Absolutely horrific service.  I won't be shopping there again.

Posts: 632
Topics: 27
Kudos: 112
Solutions: 29
Registered: ‎02-08-2019

Re: My latest customer service horror story

Hey there, RockMandan22,

Welcome back to our community! It's disheartening to hear about what has happened with those transactions, and that you have not received the appropriate support with this. I'm sure I would be feeling the same way if this had happened to myself or a loved one, and I appreciate you bringing this to our attention. I'd like the opportunity to step in to assist!

To get started, can you please send me a private message that includes your full name, phone number, and email address? You can send a secure message by using the blue button below. In the meantime, I would suggest resetting your My Best Buy password as well, to help ensure your account is protected.

I look forward to working with you!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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