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New Member
Posts: 3
Registered: ‎12-20-2018

POOR CUSTOMER SERVICE

[ Edited ]

Order Number:  {removed per forum guidelines}

 

On Decemeber 10th, I ordered a 65 inch TCL TV for my elderly parents as A Christmas gift. The delivery was set up Monday December 17th  8 am -12.  I called my dad to see if they delivered it ans set it up but he said no one called and no one has delivered it. I called Customer Service and they told me the order cancelled because the warehouse didn't have it. No one called me to let me know or my father. I had to find out myself.  

 

They transfer me to the store in Brighton, MI who said they don't any but the store in Novi has them. But the Novi store does not deliver. They said I should come in and pick it up. I had to explain to them that I live in Chicago and my father is 77 years old. He ca't set up a 65 inch TV.  I asked why can't the Novi store send a TV to the Brighton MI store then they can deliver it to my parents? They could not answer me. 

 

So Jennifer {removed per forum guidelines} Agent Defender & Case Manager calls me and was very nice and said someone would call me later in the day or next day to set a new delivery up.  No one called. Again, I called her line back and was told they didn't know when it could be set up. 2nd time I had to be proactive and call them.

 

I called her line again today December 20th and was told they could set it up on the 29th.    Again I had to be proactive since no one was calling me.  I told the lady who answered (Not Jennifer who I haven;'t spoke to since she called me in the 17th) that I would like to cancel my order due to the poor serivce. She said ok and cancelled it and did not say she was sorry or apologize for my inconvenience.

 

In today's online shopping market where it's highly competitive, one would think the customer service would be top notch. Not at Best Buy. The service was extrememly poor. 

 

-They never notified me that the TV was never sent,

-They never called me the customer directly to apologize and try and set something up.

-They cancelled the order and never apologized and they didn't even try to want me to buy from them again. 

-They could not think outside the box and get the TV from the NOVI, MI Best BUY and take it to the BRIGHTON, MI store.

 

They basically did not care about me the customer at all. 

 

I rarely if ever have spent time writing something like this but I had to because something needs to be done with their customer service. Amazon owns the market and no wonder companies like Best Buy are going to be out of business.

 

 

 

Posts: 6,307
Topics: 103
Kudos: 403
Solutions: 292
Registered: ‎11-30-2015

Re: POOR CUSTOMER SERVICE

[ Edited ]

Hello, johkelly27,

 

Purchasing a TV is very kind gift to give your parents! Thank you for choosing Best Buy for your purchase. We’re sorry to hear the initial delivery didn’t go as planned and after some partnering with Geek Squad Client Care you ended up cancelling your order. Your experience is not the kind we’d like our customers to have.

 

Can you please send us a private message with your full name, phone number, and email address? We’d be happy to ensure that your experience and feedback are properly documented here at our Corporate Office. A private message can be sent to us by choosing the blue “Private Message” button next to my name at the bottom.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎12-20-2018

Re: POOR CUSTOMER SERVICE

I won’t know if anything has been done so I cannot accept this as a solution.
Recognized Member
Posts: 117
Registered: ‎09-03-2018

Re: POOR CUSTOMER SERVICE

If you've already cancelled the order, what could Best Buy do to make you happy?

New Member
Posts: 3
Registered: ‎12-20-2018

Re: POOR CUSTOMER SERVICE

Probably nothing. Everyone I spoke with didn’t seem like helping. The only person who did was the inventory guy at the Brighton store. I’m looking to get a tv from somewhere else right now.
Highlighted
Recognized Member
Posts: 117
Registered: ‎09-03-2018

Re: POOR CUSTOMER SERVICE

So if you aren’t looking for assistance, why are you here?
Posts: 6,307
Topics: 103
Kudos: 403
Solutions: 292
Registered: ‎11-30-2015

Re: POOR CUSTOMER SERVICE

Hello, johkelly27,

 

Thank you for sharing that you’re still seeking some additional assistance on this matter. As I had shared with you prior, we’ve documented your concerns here at our Corporate Offices for internal review. We’d be unable to guarantee any additional follow-up of any kind, however, I’d be happy to chat about your experiences more if you need any additional help on anything specific.

 

Respectfully,

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