06-09-2019 09:32 PM
I will start by saying I have never gone to such great lengths to try and get some customer service assistance. I am appalled at how un-user friendly the customer service resources are.
Earlier this year we were issued a $50 savings code for a horrible experience with an appliance purchase and the customer service that followed. I went to redeem the code today on an in-store purchase only to find out that it had expired just over a month ago. The personnel in the store were kind about it, but assured me there was nothing they could do to honor the code and said that if I just called the 888 number there was a good chance they would extend the expiration or reissue the code, especially since it was issued due to a customer service issue to begin with. I called the 888 number and was told that the wait would be 5 minutes or less. After 20 minutes, I told the cashier I would just go ahead and pay and would try and get the coupon extended for a different purchase. I remained on hold for another 5 minutes before a nice lady answered the phone and asked how she could help. I explained the issue and she said that she would have to transfer me to the rewards department. I told her that this had nothing to do with a reward, it was a savings code issued as an apology. She assured me they would be able to help and that I would be connected directly to them without having to wait for a long period of time. After a very brief hold, I then spoke to another lady who was also very nice but said she could not help me. She said that the savings codes did not have anything to do with rewards, as I had suspected. She also said that since it had expired there was likely nothing that would come of it- there was no way to ask that it be reissued or extended. I asked if there was a manager or someone else I could talk to in a department that could actually help with this and she said that there wasn't a department who could help. After a little bit of back-and-forth she reluctantly decided to connect me to the appliance department since they were the ones who originally issued the credit. I thanked her for her help and she transferred the call. At this point I had been on the phone for 30 minutes and had spoken to two people for a total of about 3 minutes. Following that transfer, I waited on hold again for nearly 15 minutes (a total of 45 minutes) before hanging up. I decided I would go to the website instead to see if I could live chat with someone or send an email- seemed like a reasonable expectation in this day and age. The website, specifically as it relates to customer service help, is HORRIBLE to navigate. It was like running in circles and no matter what I clicked on, I never got anywhere that provided any level of help. I resorted to google where I searched "how can I complain about Best Buy customer service?" I clicked a link to this page where I had to register to make a post on the forum. Seemed ridiculous to me, but by this point I was so frustrated and angry that I registered. It seems absolutely crazy to think that there is not a department that can talk about my original issue with me, and even crazier that after all I went through to talk to a human about this, I am now writing a post to a forum that I hope is seen and responded to. Best Buy should be ashamed of the level of customer service they are providing. The in-store staff and even the 2 people I spoke with on the phone were nice, but nobody could help me. What good are nice customer service agents if they can't help you or properly direct/escalate your call? We have bought appliances, many headphones, laptops, TV's, phone accessories... the list goes on, but I will admit that on the heels of the initial reason for the $50 savings code, this lack of accessible customer service will encourage me to shop elsewhere moving forward.
06-10-2019 12:37 PM
Welcome to our Best Buy Support Forums! I appreciate you taking the time to reach out to us regarding your recent experience with the savings code that you were provided previously.
From what it sounds like, you haven't been experiencing the top notch customer service experience that we hope to be providing to all of our customers. While I can't guarantee that I'll be able to provide a different outcome, I'll be happy to take a look into this with you to see what options there may be. Can you please send me a private message using the button in my signature below and provide your name, phone number, email address, and any details regarding the savings code that you can provide?