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New Member
Posts: 7
Registered: ‎02-20-2019

Horrid service

Called on 12/28/18 and spoke with Jenna. I had went to a Best Buy store earlier in the day, and one of the gift cards that I was given as a gift did not work. The cashier was great, and tried several times to make it work. Ultimately, it did not and he recommended I call in to Best Buy to report the issue. Today, 2/20/19, I called back with the confirmation # that I was given by Jenna. Jenna had said that I would be given updates with a personal email I had provided. I never received one email, which then lead me to finally taking time out of my day to call. The first lady today couldn't help and just said it was declined. I asked for a manager. I waited on hold for 40 minutes. Elisa(sp?) said she was a supervisor. She looked up my card number and said that the card was used in December - which was completely odd because none of the other reps said that. I opened the card in front of the cashier and he rubbed off the back to get the actual number. I have the receipt showing it was not used. She was very disrespectful and didn't offer further assistance. I asked her that this needed to be escalated, and if I could speak with someone else.  She said "no", "I can't", and that basically this was the end of discussion.  I've been on hold now for 80+ mins waiting to speak with someone that will listen to me, and resolve the issue.  I said I was not going to hang up, so here I sit and wait.  

New Member
Posts: 7
Registered: ‎02-20-2019

Re: Horrid service

Elisa just got back on the line, after 2 hrs and 7 mins, and said she was releasing the call.  She hung up and ended the call.  Unreal.

Posts: 5,745
Topics: 66
Kudos: 534
Solutions: 328
Registered: ‎12-23-2016

Re: Horrid service

Hello, eltrain,

 

Thanks for joining us at the Best Buy Community forums. I apologize for the poor experience you had with our phone support team. We never want to leave someone on hold for that long.

 

That said, in a situation like this, under our Privacy Policy, we would need to discuss this with the original purchaser of the gift card. If that person could register an account here with us and reach out with the customer service PIN from the receipt where the gift card was purchased, we’ll be happy to look into this for them.

 

In the meantime, thanks so much for sharing your experience with us. We need feedback like yours to know where we aren’t living up to our promise of expert service. I’m confident the next time you reach out to us we will provide you with a better experience.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎02-20-2019

Re: Horrid service

This is a joke, right?  The person I received the gift card from doesn't have a receipt still.  And even if they did, I wouldn't put them through this nightmare of a customer service experience. This really looks bad on all fronts for a company of your size and reputation. I've already spent over 3hrs of my time on this situation, and that usually isn't worth it for a $50 dollar gift card; but it is NOW the principal of the matter.  

New Member
Posts: 7
Registered: ‎02-20-2019

Re: Horrid service

principle.
Posts: 5,745
Topics: 66
Kudos: 534
Solutions: 328
Registered: ‎12-23-2016

Re: Horrid service

[ Edited ]

Hi again, eltrain,

 

I understand where you are coming from here. However, under that Privacy Policy, we would need to speak to the original purchaser in order to look into the gift card.

 

If they no longer have the receipt, we can try looking it us by using some other details, like their name, phone number, email address, and some purchase details. If you change your mind, and have them reach out, we’ll be happy to look into this for them.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎02-20-2019

Re: Horrid service

What part of the privacy policy did your colleagues not understand?  Why would initially I be offered "help", and almost 2 months later find that I have to have the gifter involved?  Perhaps, it's because this is Best Buy's protocol and they hope that customers will just give up?

Posts: 5,745
Topics: 66
Kudos: 534
Solutions: 328
Registered: ‎12-23-2016

Re: Horrid service

Hello again, eltrain,


I’m sorry if they did not communicate that Privacy Policy to you. I’m sure my colleagues were doing their best to assist you within the bounds of that policy. However, based on what you’ve shared with me, we would need to speak with the original purchaser of that gift card in order to move forward.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎02-20-2019

Re: Horrid service

Your colleagues didn't offer any "best" of anything.  And if they did, then your service dept needs to review and implement a radically improved hiring process or follow up measures to make sure their offerings to customers are on par with how Best Buy would like to position themselves in the marketplace.  What's the best way to speak with a person in management or someone that will listen?

New Member
Posts: 7
Registered: ‎02-20-2019

Re: Horrid service

And how is it that a Best Buy employee is able to give your responses "kudos"?  Seems like a conflict of interest that another employee can comment like that.  Good ol jdogg and his kudos to the rescue.