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New Member
Posts: 5
Registered: ‎10-17-2019

Refund/Compensation

Alright, where do I begin? I was told that there is no compensation program of any sort, and that's ridiculous considering the experience that I just went through. Here's my experience:

 

I ordered a product online (irrelevant to this story what it was) - I saw I could get it cheaper on Amazon, so I price matched it at Best Buy because I liked the convenience of picking it up at store instead of sending it to my house. I talk to an agent, which in order to talk to an agent you have to type in an email - you're REQUIRED to. I typed in my email to speak with the agent. The agent had NO idea what product I wanted to price match despite me telling him the name of the product - he made me get the SKU for him, he made me get the best buy store's phone number I would be picking up at, and whatever other information he needed such as the price matched site. The price matched site makes sense - they have to verify that I am price matching in a legitimate manner. However, all the other information they have the full ability to look up if I give them a general location such as a town and state. I shouldn't be giving them the SKU number or phone number for my store since they have full access to that.

 

But that's not even why I'm annoyed to be frank, here's why I have become annoyed: at the end of the conversation with this agent, he told me that he would send it to email {REDACTED}, which I advised him was NOT my email, and even told him what my email was via the chat. He then said to me something along the lines of: "well don't worry, I'm sending it to the email on file!" .... How did he get an email on file if I didn't even sign in to purchase the product? I merely provided my personal information/payment info to buy that product. Needless to say, I ignored it - figuring that he would utilize the email I gave him. A week goes by almost: still no confirmation email. I contact the best buy number, which redirects me to the "New Haven" store number because apparently that Best Buy handles all phone calls for Best Buy (perhaps in this state). Ok, not a big deal - I talk to him for about 30 minutes trying to figure out where my order is without a confirmation number, to which he cannot help me - understandably so.

 

He transers me to the main Best Buy phone number to a woman who I ran around in circles with verbally for over an hour trying to find my order. She asked me for my confirmation number, which I did not have - then she used my information to look up the purchase, which was unsuccessful for whatever reason. Finally, I asked her if I could use my card number to look up the purchase, which she said I could. Excellent. I provide her my card number, at which point about 10 minutes later she says she found it, awesome. She says to me: "well, this is not the email you provided me with." ..... I KNOW it is not the email that I have! That was the issue I was explaining the entire time, that I did not get a confirmation email to pick up my product because the email used was the wrong one! I explained that several times. She finally says to me: Well, I have your confirmation number, but since you cannot verify the email I cannot hlep you. ARE YOU KIDDING ME?! I literally provided the card number to find the order in the first place! What a joke.

 

So, I go to the store and wait about 30-45 minutes to speak with the store manager - no fault to him of course, he was probably busy. I finally speak with him, and he tells me: "you have 3 accounts with that name", which I understand is a common issue at Best Buy because Best Buy stores your contact information when you make purchases sometimes but don't actually make a best buy account. Mind you, I've never used my account online at Best buy to my knowledge, I have always checked out as a guest and utilized my email at the end for the confirmation orders. So, who knows if me making this account just made a fourth account! I finally got my product, which was literally sitting in eye view from where I waited in store on the shelf. Fantastic, I got my product - only after several ridiculous attempts to get a product taht I already paid for. The manager told me not to worry about the confirmation email being sent to someone else because it only "has your first name on it probably" as he makes a weird face that says otherwise.

 

I contact support last night, and they tell me: use the feedback link on the web page. That web page isn't a good survey frankly, it is unclear in saying "rate this page" with a common and so forth.It isn't even a best buy survey, it's third party which is kinda unprofessional as it is when it doesn't look very organized or thorough. So I do that survey anyway, come to find out at the bottom when I finish typing it says "we don't reply to these though, we just review these." AWESOME - so I tell the agent who provided me with that link that I would like to talk to someone - she tells me to call the best buy phone number again for support. Nice lady for sure, but she didn't solve my problem.

 

So I call today, and the guy says to me: "well did you get your price match?" YES I GOT MY PRICE MATCH - that isn't my concern, my concern is all the wasted time and hassle I had to go through to get my product. And most importantly, now some random person has my personal information within a confirmation email that they were not supposed to receive. I inform that agent on the phone of this, and he literally says "oh god"... WOW - way to make me feel awesome and reassured that everything is going to be okay. He then says "well there's no way for us to retrieve that email from that person, the info has already been sent." - OBVIOUSLY! I didn't expect him to say they could take it back, but to say "oh god" made me feel absolutely awful. So I asked him who I could talk to for compensation at the very least after all these headaches and for god knows how many more I will receive if that email got sent to someone who uses MY PERSONAL INFORMATION - and he says: "oh we don't have a compensation program of any sort." - Oh ok, so I paid for a secure product to be sent with my personal information to me, in a professional fashion, out of the PRIVILEGE to let Best Buy process my order over Amazon, and they tell me "yeah we gave your information away but sorry, nothing we can do to compensate you" or anything kind natured at all. Fantastic - what a great experience Best Buy has been.

 

Feel free to tell me that nothing can be done, because I absolutely will give all the negative feedback I possibly can about Best Buy to every person I know, and on social media, if nothing at all is going to be gone about this.

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New Member
Posts: 5
Registered: ‎10-17-2019

Re: Refund/Compensation

P.S. - THANK GOD I used a gift card and NOT a debit or bank card, because that would be all the better for someone to receive an email on.

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Posts: 4,244
Topics: 39
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Registered: ‎11-29-2016

Re: Refund/Compensation

Welcome to our forums, Gladiator,

 

Our Price Match Guarantee is a great way to make sure you’re not missing out on any sales for your purchase, and while we try to make sure the process is as straightforward as possible, I regret to hear your experience with our chat support teams may not have met our expectations.

 

In regards to the order you’re referring to, as it sounds like you’re aware, we’ll be unable to update the email address on an order after it has been placed.  With that said, if you’d like to send me a private message with your first and last name, as well as your phone number and email address, I’ll be happy to make sure your information on record is accurate, and remove any old or outdated email addresses as needed.  To send me this information privately, you’ll want to use the blue “Private Message” button in my signature.

 

As our phone support teams have mentioned, Best Buy does not offer our customers compensation for their time.  While it sounds like this experience has led you to question your future with Best Buy, I do hope you’ll consider shopping with us again, so we might provide a better experience in the future.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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Highlighted
New Member
Posts: 5
Registered: ‎10-17-2019

Re: Refund/Compensation

Oh sure, I'll definitely consider shopping with a company who isn't showing any compassion or takes any responsibility for their actions, by sending out private information to a random individual. Great response.