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Member
Posts: 11
Registered: ‎10-15-2022

WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

Unprofessional staff!!. I have been calling geek squad and wasted my entire day. I spoke with numerous customer rep, supervisor, and manager. Either they will tell me to hold on then hang up, put me on hold then transfered to diferrent department or promise me that someone will call me back but never gets a call back regarding the issue that I am having. Customer service is always misleading me resulting me going to two bestbuy store and speak with the manager and to be told that customer rep was wrong. This is horrible experience. This is unacceptable. I need an email or phone number to file a proper complain.
Posts: 11,588
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Registered: ‎11-10-2008

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

What was the issue that you had? 

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
Member
Posts: 11
Registered: ‎10-15-2022

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

09/24/22 I called to asked for replacement phone (Note 20 ultra unlock) due to my screen is broken and battery is no longer working properly. After getting the replacement phone I called to complain that the replacement phone does not have a pen and it has a lot of scratches the customer rep that I talked to told me it should come with a pen and did not tell me it is refurbished (bestbuy store manager is the one that informs me yesterday) so a new replacement should be mail to me, I waited a few days no phone came to my mail so I called again 1st rep I spoke I was told my #2 request was cancelled with no reason, she was telling me that she will send me another phone so I asked for reimbursement (I dont want to go back and forth with them and I am going on vacation this coming Friday 10/21/22 rep was informed) which she told me it is ok and she is processing an e-gift, she put me on hold and hang up. I called back a few mins after waiting #2 customer rep I was told I need to go to the store to get store credit despite I mentioned what happened to me with the 1st rep I talked to and that I am busy because I am leaving out of the country I was not given other alternative instead she insisted that I will have to go to the store and everything will be OK and she reassured because I was asking for reference # or anything I can represent the store but she cannot provide me with any. I was told all conversation will be documented.
Yesterday 10/15/22 at 10:30 am I went to BB Jersey City I spoke with Shannon then he talked to Penny which Ms. Penny talked to me and inform me that on their side they cannot provide store credit and replacement phone does not comes with accessories. 10/15/22 I called again then the customer rep I was talking told me that her manager will call me on the the meeting) Its a long back and forth with the call center associate and her manager to make it short I went to BB Secaucus same day (to pick up an order that takes 5 min only) so according to call center manager he has been calling BB but no answer (1.5 hr) from Secaucus store so went inside again BB Secaucus and I speak with David (he is very accommodating) to be told again that they cannot do store credit so he talked to the customer rep manager (Rem). After their conversation at 4pm Rem told me that he will calls me back he just need the egift to be approved. I waited and waited. Mind you I took a day off and unbelievable I spend my whole day on the phone and literally and at best buy store to have this fix and nothing. So I did not received any call. I called again and looks like on purpose after talking to associates that I request for a manager I am either going to be transferred to another non related department or call will hang up I called maybe about 10 times not to mention I asked for another # I am given a 2 none working # and I told the rep it looks like it is not a real phone #. BB Secaucus manager David and my brother is my witness. So at 6pm Ieft the store and On let say maybe 11th call I use my dad's # (no hang up, no redirection of call) associates told me, he will call back yesterday night or today Sunday for egift because his manager is in the meeting and he needs it to process it, according to the rep he saw that I called numerous time and got redirected multiple times for assurance he gave me case ID that will have my conversation with the reps. What happened to me is unbelievable. A nightmare
Member
Posts: 11
Registered: ‎10-15-2022

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

This is just a short summary of what I have experienced actually. Another besides I am leaving out of the country this Friday. My insurance will expires 10/23/22. I need to have this fix before
Social Media Specialist
Posts: 225
Registered: ‎11-08-2021

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

[ Edited ]

Hi, Jcamantigue, 

 

Thanks for joining the Forums community. Although I've never experienced something like this, I can certainly see why you'd be upset with the interaction you've described. I'll be happy to look deeper in this matter. Please send a private message, blue button, bottom right corner and provide the following:

 

  • Full Name
  • Email 
  • Phone Number 

Hear from you soon, 

 

 

Jakoma|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 11
Registered: ‎10-15-2022

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

I hope you can help me and I am eager to file a formal complain. I don't want this to happen with somebody else.
Social Media Specialist
Posts: 225
Registered: ‎11-08-2021

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

[ Edited ]

Jcamantigue, everything will be documented and hopefully come to a resolution with this matter. 

 

 

Jakoma|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 11
Registered: ‎10-15-2022

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

Hi I woyld like to get an update. I am going away this Friday 10/21/22 and mt insurance is about to expires 10/23/22.
Social Media Specialist
Posts: 225
Registered: ‎11-08-2021

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

[ Edited ]

Jcamantigue, still no answer back from the store. I have spoken with my leader, to find another avenue to help you. He is a former Mobile leader and has informed I cannot process any store credit, if the store does get involve, they might have the ability too. The only thing that can be done is to reship another phone. Keep in mind you need to send us back those other phones so you don't get charged for them. 

 

If you like another phone, I can process that for you. They general take 5-7 business for you to receive it. I know that might interfere with your vacation, but these are the only options that are available. 

 

I'm leaving the office and will be available tomorrow after 10am to respond or assist in manner possible. 

 

 

Jakoma|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 11
Registered: ‎10-15-2022

Re: WORST CUSTOMER SERVICE!!!!!! I need a right number or email to file a proper file a complain

I don't understand if the the policy says I can get reimbursement, why it is so hard. It is pointing fingers. Customer service agent cannot issue egift or check then BB store managers told me they are not involve with this. I don't want to get replacement phone again as I mentioned before 1st request no Spen (I was informed when I called to inform that it does not have that it should have that) and a lot of scratches, 2nd request got cancelled without notice.

I have no problem sending back the phones. I was just told to hold on until this get fix or return to BB store but they does no want to take it.