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New Member
Posts: 2
Registered: ‎09-28-2020

Infuriating customer service

So. Many. Details...

We bought a MacBook Air in store on Aug 14. There were none in the store, so it was supposed to be delivered. The date of the supposed delivery was Aug 17. Received an email from Best Buy that our product was delievered, but it was not. Why? Best Buy did not put a house number on our package, and UPS left it at a different house. We have gone back and forth with UPA and Best Buy. UPS has been very forthcoming, Best Buy has not. We requested a refund from Best Buy Aug 21. We have been calling at least once a week to follow up with this request, because, as you guessed it, we have not received our refund. The customer service number at 888-237-8289 is the biggest joke I have ever witnessed. Every time we call we are told our refund is being processed and it will take 5-10 business days. We have been hearing "5-10 business days" for over a month. No body will send an email to the email address we confirm every time we call to let us know, in writing, our refund is being processed and an expected date we will see it. No one has called as back the many times we have requested to speak to a supervisor because it seems, at Best Buy, there ARE NO SUPERVISORS. Imagine...a work environment with no supervisors?? Yeah, I cannot either. At this point, we are out $1149 to Best Buy and never received a product, and as far as service??? They should have to pay ME for the time and energy I have spent dealing with the idiocracy of the whole thing. My next step is to go back to the store where I paid the money and DEMAND they do something, or I am going to have to get my local news station involved and have them investigate.   

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Best Buy Employee
Posts: 2,048
Registered: ‎01-09-2015

Re: Infuriating customer service

Please don’t show up at the store, if a refund was being processed by the 888 number the store has no line of sight and no one to contact to see where it is in the process. The store will literally have no way to assist. I’d wait for the moderators here, they work out of corporate and can look into the status for you. It may take a few days to reach your post, but short of calling the 888 number back it’s the best option at this time.
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***
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Posts: 961
Topics: 42
Kudos: 178
Solutions: 36
Registered: ‎11-23-2018

Re: Infuriating customer service

Hello, AShermann, and welcome to our online community!

 

Thank you for contacting us on our forum for support. I can imagine your disappointment when learning that your package was delivered to an incorrect address. Then, to be given the runaround regarding a refund is not the kind of support we want to provide. I hate to hear this has happened, and I'm happy to do what I can to help.

 

Please send me a private message including your full name, email, phone number, and order number. I'd like the chance to look into your account and see what's going on. You can find the blue option to message me to the right of my name below.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-28-2020

Re: Infuriating customer service

[ Edited ]

I sent my email to you so hopefully I hear back soon. Please don’t disregard me, they same way customer service has been and the way Cesar {removed per forum guidelines}, Senior Specialist, Executive Resolution, has. He had told me that he would help resolve this issue and I have left him voicemails and emails in the past few days and have still not heard back. If a “senior specialist in executive resolution” cannot resolve this issue, how high do I need to go up exactly? Just tell me because this is well beyond a waste of time.

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Posts: 961
Topics: 42
Kudos: 178
Solutions: 36
Registered: ‎11-23-2018

Re: Infuriating customer service

ASchermann,

 

Thanks for letting me know. I have located your private messages and I will be responding shortly. Please keep an eye on your inbox for my reply!

 

Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!