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New Member
Posts: 3
Registered: ‎07-19-2020

Terrible Support and a Terrible Experience After Item Was Lost *A Warning to Other Buyers*

I ordered ipad on June 25th and it was supposed to be delivered the 27th. I patiently waited till the 30th and called best buy customer support. I was told thats it was indeed lost and they would return my order and we could create a new order honoring the sales price I bought it at. I would pick drive 45 minutes to pick it up at the store so there would be no risk of it being lost again. Unfortunately for me, according to support, I would not be able to be credit the rewards certificate I used on it (which was a big part of the reason I was buying it.) So the best conclusion we came to was they would refund me the money and I would call back and purchase it again when I got my rewards certificate back in 4-5 days.  Well almost two weeks went by and after checking my rewards aacount dailey to no avail, I once again needed to call support on the 13th of July. After waiting on the phone again I jump through all the hoops once more to find out theres something wrong with the rewards. He contacts his supervisor and I'm told that i will get email from the supervisor with a resolution within a week. Which brings us to today the 19th. When i once again call because i have received no email or help. I'm told that there is still a day left and I should be receiving an email by tomorrow BUT if i don't i have to call back again Tuesday. This has been one of the most frustrating proccesess in customer service I've ever gone through and its still not even over. I bought something almost a month ago they lost it and I've not recieved a new product or some type of compensation or anything for this disaster. There have been misteps by best buy supprt the entire way and branches in one department blaming the other while I'm just stuck here lost in limbo. This most certainly will be my last purchase from Best Buy and I will be canceling my credit/rewards card. What good are the rewards if I have to go above and beyond their worth in savings to use them? If I would have bought this Ipad somewhere else I could be enjoying it for the past month instead of waiting on hold and trying to track down something I paid for. Even wasting more time hunting down this forum because my experience was so bad. Who knows how much longer this will be drawn out. So this is a warning to other potiential customers that you might end up like me. I wouldn't be suprised if you're reading this you already have. Thats the only reason I'm here.

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New Member
Posts: 3
Registered: ‎07-19-2020

Re: Terrible Support and a Terrible Experience After Item Was Lost *A Warning to Other Buyers*

*Update*

 

I have not recieved any email so i called again today. I was told that "it's been long enough and they will give me my certificate", whatever that means. I guess you have to wait a month before they are willing to help. I sat on hold for 35 mins while they attempted to add it to my account and eventually the call just ended. I'm in a perfect cell zone so i believe i was jjust hung up on. So I get to call back now for a 5th time and go through all of this again. What a nightmare scenerio.

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Posts: 12,425
Topics: 201
Kudos: 435
Blog Posts: 21
Solutions: 614
Registered: ‎01-03-2013

Re: Terrible Support and a Terrible Experience After Item Was Lost *A Warning to Other Buyers*

Hello, bsmith906, 

 

Welcome to the forum, though I wish you had found us under better circumstances. Losing an order on the way to you is far from an ideal experience, though I'm glad to hear you reached out to see what options we may have. It sounds like finding a resolution started off well, up until the certificate came into play. This should definitely have been an easy solution, so I'm sorry to hear of the difficulties you've encountered with this. I would be delighted to take a closer look with you, so please keep an eye on your inbox in the top right corner of the page for my private message coming your way. 

 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-19-2020

Re: Terrible Support and a Terrible Experience After Item Was Lost *A Warning to Other Buyers*

Just an update since my last post. I called back for the 5th time and once again waited on hold forever and was told I would get the certificate in 48 hours which bring us to today. I still have not received any resolution to my issue. So i called again for the 6th time and was once again told 48 hours which will make it exactly one month from when I purchased my ipad. I feel like my patience and manners have gotten me taken advantage of. So far i have recieved nothing but empty promises and empty dates. Nothing to rectify or compensate me for this disaster. I came back here to update and noticed an associate responded on here a couple days ago. I've responded and hopefully Best Buy's online associates can so a better job and finally put an end to this terrible experience. But honestly I don't want to get my hopes up. 

Highlighted
Posts: 12,425
Topics: 201
Kudos: 435
Blog Posts: 21
Solutions: 614
Registered: ‎01-03-2013

Re: Terrible Support and a Terrible Experience After Item Was Lost *A Warning to Other Buyers*

Hello, bsmith906, 

 

Thank you for following up! I've received your private message, so please keep an eye on my response there shortly. 

 

Thank you, 

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