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Posts: 3
Registered: ‎12-21-2018
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Online order with abysmal service

Two days ago, I ordered a headset advertising free delivery the next day. However, the next morning I received an email saying my order was delayed and that they'd cancel if it didn't ship by next month - that I could check the order status and cancel or modify it, and that I would receive another email when it did ship. Quite frankly, I only ordered from Best Buy because of that shipping date, so I wanted to cancel the order. However, this option was greyed out and unavailable. I still saw the product listed for delivery that day and in-store pickup an hour later, so I emailed my local Best Buy to see if they could help me modify the order. I received a response that yes, they had the item in stock and could help me cancel the order when I got there.
So after work, I went to the store. The man I'd spoken to via email had left, and the remaining staff said they couldn't cancel the order, that I'd have to call support. So I did, and the woman I spoke to said that although the order had not shipped, it was in the warehouse and could not be canceled. She was unable to say when it would ship, just that I should receive an update on when it would ship within three days - for a product I'd ordered that I was supposed to have by then. Well, I was in the store because I had been told that it would be resolved. I proposed that since she couldn't cancel it, she simply change the shipping address to that store, and I'd cancel the order when it arrived, so that'd be returns taken care of. She said this'd work, so I purchased the same product in the store and considered it resolved.
However, this morning I received another email that the change could not be made, despite her telling me that she would do it *and* the fact that my order still has not begun shipping after i was supposed to have received it. I've been lied to three times in this process, and I want a refund for my unfulfilled order already. What i purchased was a headset yesterday, not a headset whenever someone got around to it maybe within a month. I am definitely never ordering anything from Best Buy online again.
Posts: 2,666
Topics: 18
Kudos: 275
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Registered: ‎11-29-2016

Re: Online order with abysmal service

Hi Zyxw,

 

Welcome to our forums.  From what you’ve described, this experience is far from what we expect our customers to go through when shopping with us, and I apologize for the frustration this experience has undoubtedly caused.

 

Using the information you’ve provided upon joining our forums, I believe I’ve located the order in question.  While it sounds like you’re aware, it looks like the headset you’ve ordered is currently packaged and awaiting carrier pickup.  This is the last stage your order will go in before it’s shipped to you, and we’ll be unable to cancel the order at this time.  I apologize if there was not explained in the email you received from your local Best Buy store.

 

As it sounds like you’ve already purchased this headset, if you’re no longer in need of the headset that is being shipped to you, please don’t hesitate to utilize our Return & Exchange Promise to return the headset to us.  You can either refuse the delivery once the carrier attempts to deliver this order so they can return it to us, bring it back to your local Best Buy store, of follow the instructions for printing a Prepaid Return Label to have UPS help return the product to us.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎12-21-2018

Re: Online order with abysmal service

Thank you for the response, and I understand that it's "company policy" so you may not have the answers I'm after, but there are a few points to this that still confuse me. First, if as you say, the order is effectively "canceled" if I just do nothing after the carrier does their part, why can't they be notified beforehand that that's my intention and save everyone some trouble? The product is still listed on this site as having free delivery by tomorrow (and has been every time I've looked), yet the one I ordered is apparently still unshippable and delayed indefinitely. Is this the company posting a transaction they have no intention to honor, or did someone just massively screw up my order? How is it that it's been too late to cancel but too backlogged to ship for longer than was posted to be between when I placed the order and when I would received the product? Also, is there anything I can do about the amount of times I've been directly lied to in this process, or is that just the way Best Buy deals with things?

New Member
Posts: 3
Registered: ‎12-21-2018

Re: Online order with abysmal service

...Though I just checked back through after posting that, and apparently it's cancelable now. Although I'm still frustrated with the experience, I'm content with this solution for now.

Posts: 2,666
Topics: 18
Kudos: 275
Solutions: 144
Registered: ‎11-29-2016

Re: Online order with abysmal service

Welcome back Zyxw,

 

I apologize for any confusion that resulted from my initial post, and I’d like to make sure we’re on the same page going forward.

 

To clarify, your order cannot be “effectively cancelled” now, or at the time of my initial post.  At the time of my post, the headset was packaged at its shipping location, and was waiting for the carrier to pick it up.  Because of the status the order was in, the order was unable to be modified or cancelled.

 

Should you receive the headset that you no longer need, feel free to utilize our Return & Exchange Promise to send it back to us.  If you have any other questions about how to return it to us, you can view our Return & Exchange Promise here.

 

Hope this helps,

SeanM|Social Media Specialist | Best Buy® Corporate
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