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New Member
Posts: 7
Registered: ‎10-13-2021

I can’t get a single person to help

[ Edited ]

A life long customer lost. I gave your company every opportunity to save my loyalty. I found out you are charging 200 dollars for a total tech membership to have the chance to purchase a PlayStation 5. I paid the scalper price and purchased a PlayStation 5 order number {removed per forum guidelines}.

A few days later, as I was about to checkout for the purchase of a 2000 dollar television, I checked on my ps5 order only to find it canceled. I contacted customer service to inquire why. They said it was "auto canceled do to an inventory issue”. I informed Valerie that I was about to cancel my 2000 television purchase and Best Buy was about to lose a lifelong customer who has spent 10s of thousands at your company if I couldn’t get a reasonable explanation and resolution. She was not empathetic.

I asked her to cancel my totaltech membership and she said she would do so. Several hours later I checked and the membership was still active. I attempted to cancel via manage my membership and was forced on a 111 minute hold only to be disconnected after 2 hours.

At this point I was livid. I drove a half hour to the Best Buy store only to be told that they couldn’t cancel the membership without also holding, the same as me, with geek squad. The manager Jordan did nothing to help even though I explained the entire story. Not even a .10 cent coupon for all my trouble.

Best buy was my very favorite store. There was a time when a company valued that and valued service. So sad that I could’ve been kept as a customer for something as simple as offering to fill my canceled order at a later date. Or even a discount on the total tech or literally anything.

I proceeded to drive home and returned to the store to return several hundred dollars of early Christmas shopping presents out of principle. Same manager, same store, not a single care given.

New Member
Posts: 7
Registered: ‎10-13-2021

Re: I can’t get a single person to help

I am considering filing a consumer complaint with the AGs office. Offer product behind 200 dollar paywall, sell the product at full price. Cancel the order and try to keep the 200 membership paywall while making it next to impossible to cancel? Seems highly questionable
Best Buy Employee
Posts: 2,463
Registered: ‎01-09-2015

Re: I can’t get a single person to help

You could always return the TotalTech membership if you’re unhappy with the countless other services and benefits it encompasses. Since it is a renewing service, this is handled by the corporate team at the 1-888-BestBuy number. They process it and can give you a confirmation number as soon as they’ve finished. I just helped someone cancel theirs, as they had accidentally signed up twice. It was a bit of a wait, but they accomplished the cancellation within 5 minutes. We did not even ask for the confirmation, it was offered by the employee. The cancellation email came within a minute or two.

You’ll find exclusive membership access to products are not a new thing and are well within accepted business practices. Costco, GameStop, Meijer, Amazon, and others have been doing this for years. It’s a way of saying thank you for being an exclusive member, not charging a “scalper price”. There are plenty of services and benefits to be had.

With that said, inventory issues do occur. We are sometimes shorted product, items come in damaged and unsellable, or various other reasons. If it’s fully canceled, the only option is to create a new order.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 7
Registered: ‎10-13-2021

Re: I can’t get a single person to help

Again, Best Buy put PlayStation behind a 200 dollar firewall. Your corporate talking point that it was to reward customers is laughable. Best Buy realized it could profit from the shortage and took advantage. I have no problem with that; people are free to pay or not. It is well known that the vast majority of people will never see the monetary benefit of such a contract. Especially with 3 hour hold times for service. My point is that after they took my money; they cancelled my order and made it near impossible to cancel. I tried with cs and they just failed, I tried to cancel manually and the required me to talk to totaltech which was a 111 minute wait (I have screenshots) only to disconnect at the 111 mark with no callback forcing me to get back in the 2 hr queue. I drove an hour round trip to speak to an in store manager per the suggestion of cs chat to find there was nothing they could do but wait in line like I had to. Putting the product behind a fire wall then cancelling the order the making in next to impossible to cancel the firewall purchase is beyond sketchy and borders on fraud IMO. Regardless of an employees “opinion” on the matter, this is how your customer feels. That used to matter. There was a time when business owners bent over backwards to correct problems; especially when the problem is 100 percent on the business’s end. Best Buy has had every opportunity to do something, ANYTHING, to make things right with me and just flat out does not care to do anything.

They could simply hold the item I purchased when they receive the next shipment and allow me to purchase it. Cost them zero! They could discount a future purchase. They could discount my total tech membership. They could give it to me free and rest assured that it will cost zero to do so. They could give my coupon for 5 bucks to compensate me for a fraction of my time and gas money.

Instead they did nothing, lost my large purchase; had to accept 100s of dollars in returns, lost my future business and anyone I can dissuade in my friend circle, Twitter Facebook etc., accept any consequences of my negative reviews, and suffer financial loss as I continue to make my concern known in an apparent useless attempt to get satisfaction.
Posts: 10,259
Topics: 1,531
Kudos: 748
Blog Posts: 0
Solutions: 323
Registered: ‎11-10-2008

Re: I can’t get a single person to help

Gamestop has special offers for members to buy a hard to find console, so does Costco and Sams Club and Microsoft for Gold and Ultimate members , point being its not scalping and not a paywall as there are benefits to a membership besides buying a console.

 

I understand you are upset but you will get more chances to buy a console later down the road.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 7
Registered: ‎10-13-2021

Re: I can’t get a single person to help

GameStop has a 15 dollar sign up and you immediately get a 5 dollar coupon and 10 dollars worth of points in addition to the benefits. Sams club is 40 bucks and you get discounts and one of a kind bulk items. Microsoft offers to the public. BB is charging 200 dollars to buy and then cancels orders and makes every attempt to keep your money. Only through perseverance are you able to get a refund. I’m not upset because I don’t have the ps5 that I promised my son was coming for his birthday. I’m upset because of how Best Buy has treated a life long customer.
New Member
Posts: 7
Registered: ‎10-13-2021

Re: I can’t get a single person to help

How long do I have to wait for any kind of corporate help?!? Dozens of posts created after mine have received replies !!!!!!! This is outrageous
Posts: 1,704
Topics: 89
Kudos: 278
Solutions: 81
Registered: ‎11-23-2018

Re: I can’t get a single person to help

Hello, savo72, and welcome to our online community!

 

Thank you for posting on our forum for support. I hate to hear about what happened with your PlayStation 5 order, as I'm sure you were looking forward to receiving that console. Considering that situation on top of your experience with your Total Tech Support membership, I can understand your disappointment lately. I'd like the opportunity to follow up on these matters and provide any additional support that I can at that time.

 

I see you also messaged another specialist about your situation. Please look to your inbox for a reply, as I will be following up there shortly.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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