Other Customer Service Support

[shaojia]

The package was not securely wrapped when it arrived, which caused the package to split on the stairs and injured me. Contacted customer service to advise that there was nothing that could be done and to end the conversation forcibly.

Detail:

I received the package. But as I was carrying it up the stairs, the hole on the package used to handle it cracked and ripped the entire package open. This caused everything inside, including the monitor, to fall out of the package and roll down the stairs. I also tripped over the package and rolled down the stairs with the monitor. My leg was bleeding from the broken glass of the monitor and I just finished treating my wound and am contacting you now. The hole at the handle of the package is very weak and it was handled by someone else before it was delivered.

Contacted best buy customer service 2 hours after the package delivered. No results and forcefully ended the conversation. I kept the transcript of the conversation.

[AndrewB-BBY Social Media Specialist]

Good afternoon, shaojia,

Thank you for taking the time to visit our community forums. I can imagine your surprise to have this package break while carrying it. I appreciate you reaching out to us.

Based on your message it sounds like this package may have been damaged in transit, is that correct? Have you been able to get assistance with this order since making your post?

Please let me know how I can help!

[shaojia]

I have made contact through online customer service chat and the agent told me he/her could not help me. When I tried to explain further, the agent forcefully ended the chat. I kept the chat transcript in my hand. I'd really appreciate it if you could help me out with this,

[SeanM-BBY Social Media Specialist]

Good afternoon, shaojia,

Thank you for getting back to us with this information.  Andrew is unavailable at the moment, so I hope you don’t mind me stepping in and addressing your concerns while he’s away.

I can certainly understand your disappointment with your experience thus far, and under similar circumstances, I can’t say I would feel any differently.  With that said, I appreciate you taking the time to share your feedback with us, and please know I’ll be fully documenting your experience here at our Corporate Headquarters, to ensure it is visible for the appropriate teams. 

Thank you for posting,