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Posts: 1
Registered: ‎12-04-2020

FORMAL COMPLAINT

[ Edited ]

9/5/20 I ordered an oven online with a delivery of some time in October.  Well that was shifted several times, the final time it was 11/18/20.  I chatted an agent that morning and said it was at the store ready for me.  Went to the store and it wasn't there.  Was told by a sales manager in Pacific Sales that it was delayed and stuck at DDC and it was a human's fault.  He talked to the GM of the DDC in Houston and requested a rush to be there Wednesday before Thanksgiving.  Well it wasn't on the shipment.  The sales manager Frank {removed per forum guidelines} called and told me Wednesday that it didn't come and stated he could possibly change it to home delivery, when he did that it cancelled the order and had a new ship date to the store of January something.  Finally it did make it to the store on Sunday 11/29/20.  When I went to pick it up, no one could help me because it wasn't associated with me any more.  After "discussing" with several people, including the stores operations manager who wouldn't listen to me just kept saying no store pickup today only curbside, I finally had to have my order "cancelled" and refunded and was recharged, just to get an oven I had ordered 3 months ago and it was your mistake I had to wait so long for it.  I was even told by the sales people there that they saw that they had one, I kept telling them YES IT IS MINE!  This was MONTH's of me contacting YOUR company, I did not receive any email updates, no correspondence of any sort, nothing.  I had to keep chatting with agents because it is impossible to get anyone on the phone.  The people in the stores are morons with no soul and one wouldn't even talk to me to tell me what was going on, just looked up my order and walked away and helped other people.  3 MONTHS you have had my money, 3 MONTHS and I had to make all of the effort, Frank {removed per forum guidelines} tells me to call appliance resolution and gives me a piece of paper, I call and because HE cancelled the order they can't help me in any way and say the store has to.  Of course now he won't email me back or pick up the phone when I call.  This is completely ridiculous treatment of your customers.  I have zero desire to ever order ANYTHING from your company again unless someone makes this monetarily right.  Again BEST BUY had MY money for 3 months, money I couldn't have been earning on.  Something HAS to be done to make this right.  OR I know I am not the only one and you will go under for having the worst customer service ever.

Posts: 2,662
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Registered: ‎10-19-2017

Re: FORMAL COMPLAINT

Hi, RT7854,

 

Thanks for taking the time to share your experience with us here on the Best Buy Forum. I can only imagine how excited you’ve been to receive your oven, but delays cannot have made things easy. I’m also disappointed to hear that you were unable to receive the unit previously as you had expected.

 

Going forward, from what you’ve said, it sounds like the original order has now been cancelled. If that is a correct understanding, as it is not systemically possible un-do an order cancellation, if still wanting the oven, it would be necessary to place a new order. With that said, I’d love to review your situation in greater detail to see what may be possible going forward. To allow me to do that, please send a private message with your full name, phone number, email address, and order number. If logged into the forum from a PC, you should see a blue “Private Message” button next to my signature below this post.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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