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New Member
Posts: 4
Registered: ‎08-03-2019

Worthless customer support

So I want to buy two open box items from bestbuy (which i have done successfuly before). For this particular item though, the link sends me in a loop so that it is impossible to actually buy it online. So I call 3 different  stores and ask if I can purchase directly from them over the phone. Here are there responses:

 

1. "We have no way of entering your credit card information into our point of sale. You must come in store to purchase."

2. "You must call our customer service number to purchase things over the phone"

3. "We cannot hold items for customers because of our policy."

 

  After a half hour wait on the customer service they said that they could not help us even though the website was not working correctly. So my only option is to drive several hours out of my way to attempt to buy these items. I say attempt because they literally refuse to hold the item for me. So I have the potential of wasting nearly my entire day driving and still not being able to get the items if someone purchases them while im driving down there. 

 

  This has been one of the most unprofessional and garbage experiences I have ever had with your company. Will likely be taking my business elsewhere. I would rather spend an extra 100 dollars than have to deal with this kind of incompetence.

Regular Contributor
Posts: 985
Registered: ‎02-07-2011

Re: Worthless customer support

They literally gave you the anwser... +1-888-237-8289.... stores cant tske orders over the phone, the customer service number can.....
Best Buy Employee
Posts: 1,034
Registered: ‎01-09-2015

Re: Worthless customer support

The only way to hold an item is to pay for it.  They provided 2 options for that.  1. Come to the Store 2. Do it over the phone with the 1-888 team.  The reason they can't "hold it" is that it will still show available for anyone else to purchase the item, and often they do.  All of our stores and website are linked together, this leads to inventory levels changing at a moment's notice.  

 

The reason they can't sell it over the phone is at the store, we have 2 options for credit card processing: All Chip cards processed via chip or swipe if it doesn't yet have a chip. As you may be aware, Credit Card fraud is at an all-time high, so the store was correct in what options they have to take care of you.  To avoid the potential issue of having the item sell before you arrive, I'd recommend calling the 1-888 team and placing the order.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 4
Registered: ‎08-03-2019

Re: Worthless customer support


@nckhammond wrote:
They literally gave you the anwser... +1-888-237-8289.... stores cant tske orders over the phone, the customer service number can.....

And as I stated I was on the phone with that number and they COULD NOT order it.. 

New Member
Posts: 4
Registered: ‎08-03-2019

Re: Worthless customer support


@jdogg836 wrote:

The only way to hold an item is to pay for it.  They provided 2 options for that.  1. Come to the Store 2. Do it over the phone with the 1-888 team.  The reason they can't "hold it" is that it will still show available for anyone else to purchase the item, and often they do.  All of our stores and website are linked together, this leads to inventory levels changing at a moment's notice.  

 

The reason they can't sell it over the phone is at the store, we have 2 options for credit card processing: All Chip cards processed via chip or swipe if it doesn't yet have a chip. As you may be aware, Credit Card fraud is at an all-time high, so the store was correct in what options they have to take care of you.  To avoid the potential issue of having the item sell before you arrive, I'd recommend calling the 1-888 team and placing the order.


It would be nice if anyone read what I actually wrote before posting. It is quite simple. I called store, they said they cannot do it over the phone so I should call customer service hotline. I called the customer service hotline and they could not do it either. So the only option I had was driving to said store and hoping that they were still there. So no they did not provide 2 options. There was really only 1 crappy option. 

Geek Squad Agent
Posts: 3,485
Registered: ‎03-20-2012

Re: Worthless customer support

Sorry to hear that you had so many obstacles when trying to order a product from Best Buy!  Thanks for stopping back and sharing your amazing feedback though, the community truly appreciates when updates are provided, and it's fantastic to hear the mobile application allowed the part to be ordered! 

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Best Buy Employee
Posts: 1,034
Registered: ‎01-09-2015

Re: Worthless customer support

I never saw mention of attempting the order via 1-888. I just re-read your post and I took your 30 minute phone conversation to be with the store’s customer service which provided the options. Your rewording as you replied to me cleared that up. Thanks for your feedback.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 365
Topics: 22
Kudos: 133
Solutions: 13
Registered: ‎10-03-2017

Re: Worthless customer support

Hi, JamesWaltz, 

 

Thanks for connecting with us on the Forums. 

 

I know that being able to purchase items that are open-box is a great way to save some cash and get a great product. I love purchasing this way and wouldn't be super thrilled to experience all of the troubles that you faced to create your order. In the end, I am glad that you were able to get that order placed. We appreciate you sharing your feedback with us, and your experience outlining what had gone wrong so we can investigate further into that on our end. 

 

Additionally, you may notice that we had to remove one of your posts as it violated our Forum Guidelines for use of foul language, off-color humor or slang. We hope that our community space can be enjoyable for everyone and enjoy your understanding and adherence of these guidelines. 

 

For any other questions, comments or concerns, please let us know. 

 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
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