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Posts: 1
Registered: ‎01-07-2018

Customer Complaint - Online, Phone and Store Experience


I have been a customer of BB for a VERY long time and up until the last week, I have been very pleased with your service. 


1. I recently put in a warranty replacement for a TV where insurance was purchased where I was told that I could go in store and just set up a delivery. In a nutshell This didn't happen and I spent 1 hour in the store to be told to call a phone number and then spent an additional 2 hours on hold just to be told that I have to go BACK into the store as they could not help me. Mind you this was all done dealing with 3 degree temperature or below 


2. Today I was in the middle of making a purchase with an item (listed below) which the price was 139.00 with 19.99 warranty as I put in my payment information the full price changed to 169.00 with 29.00 warranty. 


Chef di Cucina - Nutri AirFry 5.5L Air Fryer - Black Model: NAF-5

  • SKU: 6028102

3. When I used the "Chat" option to find out why the price changed i was given a answer pretty equivalent to " that's normal for demand and live inventory updates" when i asked to see if there was anyone i could speak to I was given 1-888-237-8289 to speak with our specialized team for sales. My specific question was, are they currently open and i was told yes they are open 24 7. 


4. They aren't open 24 7. I called only to be told via voicemail to call back during business hours. 


This is unacceptable and no where NEAR the service that i know BB can provide. Please have someone contact me ASAP as i see there isn't even a email to send a complaint to. 



Posts: 1,294
Topics: 18
Kudos: 157
Solutions: 55
Registered: ‎10-19-2017

Re: Customer Complaint - Online, Phone and Store Experience

Hello BaileyM,


Thank you for reaching out on the Best Buy forum!  We’re still playing a bit of catch up from the holiday season so haven’t been able to answer customers as quickly as we would like.  I would be happy to do what I can to assist, now, though.  


It would be quite frustrating to be told conflicting information during a GSP replacement process, so I understand being upset. Using your forum registration I was able to see that an order was successfully set up for your TV and was delivered yesterday.  I’m glad to see that it was taken care of, though I’m disheartened to hear that the process did not go as smoothly as we would like. I hope you’re enjoying your new TV.


The Chat feature can be really great, so it’s disheartening to hear that you had difficulty when speaking to that particular agent. Best buy tries to provide excellent service to all customers, and if that was not your experience I am deeply sorry. While some areas are open 24/7, specific departments can have different hours of operation.  It definitely sounds like the agent was confused about this point if you asked directly if that specific department was open before you were transferred.  


In terms of a price change for the Air Fryer that you were interested in, I was able to see that a promotional price did end on Sunday.  It sounds like you were trying to make the purchase around the time the price was updating in the system.  I’m sorry for any inconvenience this may have caused when you were trying to make the purchase.  I would be happy to look into this in further detail.  Could you send me a private message with your phone number by clicking on the blue “private message” button in my signature?


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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