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New Member
Posts: 3
Registered: ‎06-14-2019

RUDE CUSTOMER SERVICE

[ Edited ]

We are ready to help you” - Unfortunately this time it was not my best experience. I really regret having entered as a Best Buy customer. I am very upset. I bought an online gift for home delivery and after having made the purchase I realized that I made a mistake and put the number of my address incorrectly. I called customer service and they very kindly told me that there would be no problem. They entered my correct address and told me that I would receive an email in 24 hours confirming that the change of address was processed and if this could not be done I would receive an email informing me that my request could not be made. 24 hours later I called again since I did not receive any email. The very kind executive tells me that it was not 24 hrs but 48 hrs. I accepted it and waited another 24 hours.

I call back again because I still did not receive any information. Another very kind executive answered me and told me that "maybe" they already received my request and “it seemed" that they were returning the package and that "maybe" I would not receive my order at the agreed time because "maybe" the company that made the shipment did not receive the request on time. I explain to the executive that I called a few days ago and they are giving me different answers with "maybe" and "seems". I needed a more concrete answer so I asked to speak with a manager to which she replies that she will transfer me. After waiting 20 minutes for the manager a man identified himself as Stewart. I explained what happened (once again) to which he responds only with "uh huh", "ya", "ok and other dismissive responses, as though he was busy doing something else. I felt that he was not interested in my case nor in helping me find a solution.

I explain again that I have been calling for several days and they did not give me a specific answer. He tells me the delivery company did not deliver the product and that they were going to return it. I check with the Tracking # and I see that the product is in Melbourne (the area where I live). I ask him to please send the product to the store where I live or if I can go to pick it up. He tells me “no” in a very sarcastic way so I ask him why the delivery company did not receive the address change I made a few days ago. Again I did not receive a response but only dismissive “uh huh” “ya” and “ok” which does not make sense to me because I had asked a specific question. I realized that he was not paying attention to me and that his answers were mechanical. When I told him that I wanted to file a complaint he started to say that he did not understand me, even though we had been talking fine for an hour. I asked for his name and he would only give me “Stewart.” I told him I felt very offended by his dismissive tone and wished to have his full name. He told me that he could not give it due to Best Buy policies.

He offered to give me free shipping (to ship again the product I ordered already) which upset me even more because it felt like he was trying to make me go away. I explained that I didn’t want free shipping and just wanted to file a complaint about the whole ordeal. When he explained about re-shipping the product I had already ordered he estimated it would arrive in the next three days, but when I rejected the free shipping he suddenly changed the arrival date to be “two or more weeks from now” and that I may never get my product.

I’ve never had an experience like this with Best But before and frequently shop with your online and in-store services. It really hurt my feelings because it made me feel he didn’t like me for being a Hispanic woman. How can we have a conversation for an hour and when I ask to complain he no longer understands me? I feel humiliated and belittled. I just wanted to understand why I had not received my package and how I can go about retrieving it.

This conversation occurred on 06/13/2019 5:19PM EST. You are able to review this tape and understand my feeling of discrimination.

The motto of "we are ready to help" clearly did not represent your company today. Just as you have a great
system that sends many emails offering your products, you have a responsibility to have a good customer service as well. Just as we customers are responsible for making our payments on time.

Rosanna {remoed per forum guidelines}

Posts: 3,145
Topics: 47
Kudos: 219
Solutions: 169
Registered: ‎08-21-2017

Re: RUDE CUSTOMER SERVICE

Hello, Rosanna,

 

Thank you for taking the time to visit us here on our community forums and letting us know about your experience with this purchase and contact our customer service team. I can certainly understand how frustrating it would be to spend so much time on the phone only to be unable to receive the information you need about your order. We expect all of our phone agents to act professionally and provide as much assistance as possible. I'd certainly like to take a deeper look in to this for you. Can you please send me a private message with some more details so I can continue to research this? I will need to confirm your:

 

Full name

Email address

Phone number

Order number

 

Were you provided any case numbers when speaking with our phone agents? I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-14-2019

Re: RUDE CUSTOMER SERVICE

[ Edited ]

Thank you for Answer me.
{remoed per forum guidelines}. Confir number.
{remoed per forum guidelines}
{remoed per forum guidelines}

New Member
Posts: 3
Registered: ‎06-14-2019

Re: RUDE CUSTOMER SERVICE

[ Edited ]

Rosanna {remoed per forum guidelines}

Posts: 3,145
Topics: 47
Kudos: 219
Solutions: 169
Registered: ‎08-21-2017

Re: RUDE CUSTOMER SERVICE

Hi there, Rosanna,

 

I've deleted that information from your public posts per our community guidelines. Can you please send that information to me in a private message? You can do so by clicking the button at the bottom of my post across from my name.

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