02-20-2019 01:18 PM
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.
02-20-2019 03:19 PM
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.
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.
02-20-2019 03:57 PM
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.
02-20-2019 04:20 PM - last edited on 02-25-2019 04:46 PM by Bill-BBY
Hi again, eltrain,
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.
02-21-2019 10:31 AM
02-21-2019 12:12 PM
Hello again, eltrain,
02-24-2019 10:04 AM
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?
02-24-2019 10:15 AM
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.