10-23-2019 10:40 AM
TODAY WAS THE WORST EXPERIENCE I HAVE EVER HAD AS A CUSTOMER! All I wanted was the item I purchased. I purchased an Open Box camera the Sony A7iii on the 13th of October using my best credit card and $775 Gift Cards from Credit Card rewards. UPS never delivered the camera. Their note was a refusal of signature - mind you I HAVE A DOORMAN! His job is to sign for all packages. I call UPS immediately and they said due to the nature of the delivery they can do nothing for me. I need to contact BESTBUY directly. I call and spoke with Hector. He shared the odd news that they are unable to re-ship the camera. There is nothing he can do until the camera arrives back at the warehouse. He gave me a Case Number and told me to call on the 22nd and we get the camera shipped back to me. I patiently wait till the today the 22nd… TODAY WAS THE WORST EXPERIENCE I HAVE EVER HAD AS A CUSTOMER. I spoke to 7 different customer service reps including 2 supervisors in the span of 4 hours and am still waiting on a call back. HAH!!! . All which have given me conflicting information and hung up on while “transferring” me to a supervisor.
The goal of my call was to have the item that I purchased sent back to me ASAP - Im photographing a wedding. Even with a case number I had to explain to every rep what was going on. I finally got transferred to FRANK the supervisor. After explaining and pleading with FRANK he offered a one time exception to send me a new Sony A7iii at the price of the open box item. He explained this is a one time exception however he would not be able to apply the $775 gift card amount to the order. That I would be sent a Gift Card of the full amount and it won’t be applied to the camera order. Thanks but No Thanks! I saved up those cards for this very camera purchase. Its not BestBuy’s right to to tell you to spend money. FRANK and I continued to talk and he placed me on a hold and once again we got “disconnected”. I was exhausted and defeated.
I waited ten minutes for a call back and nothing. FRANK promised but hey its BESTBUY they don’t call back!
I call back again and get to another supervisor named JOE. JOE made me feel like a criminal. I explained it to him everything and although he had my case number had me explain what was going on. I told him what FRANK told me and he said that is not the “process”. I understand what process is. All I am asking is for the item I purchased with my gift cards be sent back to me. He said that I will be refunded the gift cards. They will be sent back to me in 14 business days and then you can purchase the item again. I asked if there is any way I can hold the open box item so I don’t lose out and he said no. His favorite phrase was This is the process, that is all I can do. I asked why FRANK has this amazing power to at least help me a little. He just didn’t want to listen to me. Told me an option would be to hang up and try again to speak to a supervisor and maybe you will get FRANK. I ask to speak to JOE’s supervisor and he said he doesn’t have one. He is the top person. Even if I called back and asked for a supervisor he said it would go back to him. So apparently JOE from the call center in Minneapolis is KING OF THE ORDER RETURN department. DEFEATED I ask for another Case Number because there has to be someone else to talk to.
And Now I am here. I have spoken to so many people and ALL I WANTED WAS THE ITEM I PAID FOR AT THE PRICE I PAID FOR IT. BESTBUY HAS HANDS DOWN THE WORST CUSTOMER SERVICE AND I WILL BE SHARING THIS WITH ANYONE THAT IS LOOKING TO MAKE A PURCHASE.
I have spent thousands of dollars at BESTBUY and this purchase was the first of many cameras for the production company I am working for. WE ARE DONE.
And to add insult to injury BESTBUY wants to charge me a restocking fee???? Are you kidding me???? I WILL NOT PAY THIS!
10-25-2019 12:15 PM
Thanks for taking the time to create a profile and join this awesome community. Welcome to the Best Buy Forums!
While I am not a photographer myself, I can certainly understand why you would need a specific lens for an event! While I would not be able to promise any alternative outcome, I’d be happy to take a look into what options may be available here. To do so, please feel free to send me a private message by clicking on the blue button in my signature below. If doing so, be sure to include your full name, email, phone number, and order number.