Other Customer Service Support

[QuantamPulse]

So my previous post was deleted as I was a bit too profane about how BestBuy feels about their customers and customer service so I am reposting this.

I am an Elite Plus and TotalTech member and I would like to file a complaint. I already tried both the chat and the 888 BEST Buy number and neither would help so I would like to go higher.

I would also like to complain that the TotalTech support page clearly states there is a dedicated VIP support team for members through both chat and phone and I was told today that this was not the case. It’s just the normal chat and phone line so that was false advertising as well.

Ultimately, I placed and order and selected deliver on Wednesday the 24th since I was not going to be home until Tuesday. Today, I received a notice that BeatBuy changed my delivery to delivered by Shipt and it was delivered this morning.

Now, my package will be sitting on the sidewalk for 3 days before I get home, so I think we can imagine what will happen. This is through no fault of my own and is a direct result of BestBuy not obiding by the selected options of the order and this their fault. Since BestBuy has a policy of “Once we ship it it’s your problem” I have a feeling I am going to be in for a lengthy battle with them on this and I do not want to keep dealing with an overseas call center who just keep reading back the order status to me over and over since they do not understanding what I am saying.

Basically at this point, BestBuy is at fault for changing the delivery without asking and I am not going to be held responsible for their mistakes.

[Allan-BBY Senior Social Media Specialist]

Hey, QuantamPulse,

We appreciate you taking the time to connect with us on this, and I can certainly understand your concern that this shipment will be delivered before you are at your apartment. I would not be able to provide  you with the contact information of our CEO, but I do work for customer care here at our corporate headquarters. I should be able to get a complaint filed for you.

I am a bit confused by your statement that you selected a delivery date for this order. Generally speaking we do not schedule the date in which something will be delivered, and it is simply up to the carrier to deliver an order when they deliver it. We do schedule in-home delivery for items like appliances and large TVs, but pretty much everything else gets delivered when the carrier decides to deliver the order that has shipped via their service.

We should have a dedicated phone and chat service for our Totaltech members. You should be able to access the dedicated phone service by calling 1-888-BestBuy (1-888-237-8289), and asking for these agents that are dedicated to the support of our Totaltech members. The same applies for our chat service.

I would love to look at your order. Can you send me a private message with your name, phone number, email address, and order number? To send me a private message click on the message button in my signature.

Thanks

[QuantamPulse]

That’s funny, since even if I go online right now to place another order for the games, when checking out it asks to choose a delivery date option with the normal option and then an option for next day delivery. I specifically did NOT choose next day delivery which was how it was sent

[Allan-BBY Senior Social Media Specialist]

Hey, QuantamPulse,

Thanks for the additional context. Can you provide me a sku of an item we sell where you have the option to pick a specific delivery date on our website? I just want to try and replicate this. I know we do provide a Get it By date for different levels of shipping, but that is just an estimate. Unforeseen circumstances can cause an order that is shipped to arrive before this Get it By date, or after. This would be regardless of the level of shipping a customer chooses when placing their order. Picking a level of shipping based on a Get it By date is not the same as specifically scheduling a delivery for a specific date.

Thanks,