Best Buy Customer Service

I ordinarily accept that companies will have less than adequate customer service, but my experience with Best Buy has been so bad, I actually decided to take the time to create a profile an write about it.
I ordered a front load washer as a christmas gift for my sister. I was forced to cancel the delivery as it was a surprise, because my niece and nephews school was cancelled and therefore my sister would be home ruining the suprise.
I rescheduled the delivery, and took off work so that I could be present to accept. When I did not receive a call giving me a time window as I had the 1st time it was supposed to be delivered, I called customer service for help. Customer service was anything but, and told me that it was set to rechedule in the system, and that they spoke with the warehouse and it was because they had not received delivery of the washer yet, so they could not deliver. I informed her that this was not possible as they previously had scheduled my washer for a delivery and it was me who cancelled after I had recieved the smaller delivery window. She advised that she "spoke to the warehouse and they don't have it, I don't know what to tell you." I insisted that she call them again, as they must be mistaken because it doesn't make sense that they would have the washer over a week ago and be able to give me a delivery window, and they now don't have it. She said "no, they deffinately don't have it, i just talked to her." I insisted that she call them again, and asked her if it was not possible that they made a mistake. She eventually relented and claimed to call the warehouse. She then said that they were closed, so she could could not give me any more information, and that I should call back tomorrow (the day it was supposed to be delivered). Eventually she admitted that she could see the same thing in the computer that the warehouse people could see, and there was no information about my washer. Basically she lied and said it was not delivered instead of provide me with the truth that they really didn't know what was up.
I called again the next day, waited on hold forever again, and eventually spoke to someone. This person said that they had the washer, but there was no way that they would be able to deliver that day, that the girl had made a mistake and didn't get it entered in for delivery correctly. This was frustrating because I took off work, and I am a contractor so I don't get paid if I don't work. They were able to get it scheduled for the next day, and told me they would be calling with a specific time instead of a window so I could meet them on my lunch break.
I only got an automated call, which said they would be there between 1 and 3 pm. A while after the call, I recieved an automated text message which said they would be there from 12 to 2. The next morning I called to find out if I would get my specific time, or at least what window was correct. I was on hold for nearly half an hour, and then on the phone for another hour after I spoke with someone, just to get the correct time, and for them to tell me I would not get my specific time. They said that the 12-2 window was correct. I was getting ready to leave work, and the delivery guys called and said they were going to be there 30 mins early. I of course couldn't make it early, but they accommodated me.
The delivery guys were very friendly and courteous. They called me onto the truck to show me that my washer had been damaged by a forklift in the warehouse. the cardboard was damaged, the inner packing styrofoam smashed, and there was a dent on the washer. They asked me if I wanted for them to still deliver, and told me I should call customer service and let them know it was dented. I advised to deliver, mainly because I was scared I would not be able to get another one before christmas, and it was a washing machine so a dent would not be the end of the world, even though it was a gift. Nonetheless I was paying over 600 dollars for a new washer, and you expect no dents.
I called customer service and Holly said that they could come and remove it, or they could offer me a 10% discount if I wanted to keep it. I agreed to the 10% discount. I was then told that she could not process the discount because the computer still said "in transit" and that I would need to call back the next day and give them a service number she gave me, and then they could give me my discount. I attempted calling the next couple days and the got a message that they were experiencing high call volume to call back at a different time, and on Monday I was on hold for 30 mins and never able to talk to a person.
Tonight the computer system offered to call me back, so I did that, and eventially spoke with customer service when they called back. I was put on hold many times and eventially spoke with a customer service person in the appliance department. I am pretty sure this was the same customer service person that lied to me on thursday, based on her voice. She told me that they could see that I was told that I would receive the 10% discount, but that the individual did not put who authorized the discount into the notes, and the warehouse was closed and they were the only ones that would be able to authorize the discount, that I needed to call back the next day. This was after being on the phone for one hour and 20 mins. I asked why I needed to call back, why could they not just process my discount, and she said that was the only way I was getting my discount. I asked why they could not call me, and she said "we do not call people."
Eventially I realized I was getting nowhere. This is simply the worst customer service I have ever experienced. I will have to call again tomorrow, wait on hold again, probably just to get the runaround. I do not know how they manage to stay in business. Very disappointed.

Hello neveragain30,
Thank you for sharing your feedback here on the forum. I'm sorry for the delay in replying to your post. I was honestly speechless for a moment after I read about your delivery experience. It is very generous of you to have purchased a washer for Christmas for your sister, and I am so very sorry if we offered you such a poor delivery experience. I assure you this is not the level of service we expect our delivery team to offer our customers.
Using the e-mail you registered on the forum, I was able to locate the order, and confirmed that they applied the discount as promised. I do appreciate you taking the time to bring this to our attention here at the corporate office. I assure you I will be documenting your comments for further employee training as we clearly have an opportunity here for improvement. I also have some information I would like to share with you so I will be sending you a private message. To view your messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner.
Again, I truly apologize for any inconvenience this may have caused, and keep an eye out for that message coming your way.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

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Best Buy Customer Support is disgusting!!!!

Best Buy Customer Support is disgusting!!!! Order on Best Buy glitched and they tried to sell me antivirus software!!!!!!!!!
I used to love shopping at Best Buy, that is not the case anymore. This happened not just once but twice. Made orders on bestbuy.com on two seperate times and recieved a glitched error message. I checked my bank account and I was charged for both glitched orders.
Everytime I call Best Buy Customer (Not So Much)Support I never recieve any solution to the problem.
This whole situation has made me appreciate Amazon so much more, even when you chat with their customer support everything gets resolved within minutes.
Best Buy get your act together!!!!!

Hello newbreedworks,
I'm disappointed to read that you've run into trouble trying to complete orders on BestBuy.com. Certainly this is not the experience that we wished you to have and I regret any inconvenience to you.
When you say that you "received a glitched error," what exactly did the error message say? I'd like to look into your situation in more depth, but will need more information to begin. If you will please send me a private message that includes the order numbers from the two orders that didn't process properly along with your full name and telephone number, I will begin my research.
I'm grateful that you brought your concerns to our attention and look forward to hearing from you.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Frequent Best Buy customer--but won't be for long!!

I want to know where I can bring my complaint. I will be looking for a response, and I will continue to post (and I want to make people aware of this, so not just on the Best Buy forums) and call until I receive an appropriate response. I purchased a dishwasher at the Bridgewater Commons NJ Best Buy on July 18th. The dishwasher was a Samsung, the exact one I wanted, but an open box, so it was discounted at about 50% off. I was told it could not be delivered or installed for 10 days, so I said okay, fine, I will wait. At this point, I had been without a working dishwaher for 2 weeks, and you can imagine, with a family of five, I was anxious for one to be delivered. Ten days later, the delivery arrives, and the delivery/installation company says "you may want to check this out, it's got some scratches." I had thoroughly inspected it at the store, and it was PERFECT. There was nothing wrong, and it was deemed to be in PERFECT condition, and WORKING condition by two store employess. I did see the scratches, and they were not huge, so I said that I would take the dishwasher (meanwhile the store had offered to knock off another $50 to $100) and asked the installer to proceed. At this point, he begins to remove my old one, and the new one comes in, and the other installer says "you might want to check this out--there is a broken part inside." The installer recommends I don't install the dishwasher at this point, and so I call Best Buy and ask them what to do. One employee has told me she will put this farther up the chain (to the escallation dept?) and I will receive a call in 2 to 4 hours. I never do. The next day I am travelling, which makes it hard to call the store, be put on hold, get call backs, etc. but I call several times, and speak to Belchan. He is the department manager. He has no idea where the dishwasher is, and asks me what part is brokem (like I would know) and has no idea the dishwasher is even scratched. He tells me there is no dishwasher that is comparable for that price, and so would I like to buy it new for 20% off? At this point I ask to speak to the store manager, but Belcahn says that his store manager will only offer 20% off a new one. Several times I ask to speak to the store manager, but they never put him on the phone; it is like they offer him a full staff of protectors so he will never have to actually speak to a customer. Finally, I decide that the original dishwasher is a great deal, and it is the one I want, and he has offered another $100 off, so I ask to have it installed anyway, and we can just order the part. These conversations have taken course over a few days, and I am now 2 weeks from the original purchase. Belchan calls me back and tells me he tracked down the dishwasher, and it is unsaleable condition, so I cannot have the original dishwasher. He again offers me 20% off a new one. I again ask to speak to the store manager, and he is unavailable, so I ask for a call back. I never receive one. I am now 3 1/2 weeks without a working dishwasher. I have not heard back from anyone at the Bridgewater Commons Store. I will be spending the whole day tomorrow shopping for a new dishwasher (probably at another location) and looking for resolution with Best Buy. My biggest issue, aside from the lack of call backs, and the promise of a working dishwasher at a given price is this: I have purchased a refridgerator, a wahsher and dryer, and a dishwasher all from Best Buy over the course of three months. I have spent A LOT of money there. Would they really want to lose my business?

Hello cpestorious,
Welcome to the forum. Living in a household of five people (could be more if the kid's friends are over) I can completely understand the need to have a good reliable dishwasher. Ours broke down about 2 years ago, and we were unable to replace until 6 months later so trust me when I say, I can completely relate to how frustrated you are right now. It sounds like buying this open box dishwasher has been quite an ordeal, and I'm very sorry to hear no one has been able to offer you a satisfactory resolution.
Using the e-mail you registered on the forum, I was able to locate the order, and I will be looking into this further to see how I can hopefully turn this into a much better experience for you. We truly appreciate your business, and sincerely would be saddened if you chose somewhere else to purchase your appliances. I assure you I will be in contact as soon as I have more information.
Once again, I apologize for any disappointment this may have caused, and you should hear back from us soon.

Was sent here buy "customer service" (joke).. My first subscription to revel premium ran out. Responded to e-mail and resigned up. Shows an expired acct and a current acct on my account. When I try to add photos it says "no space".

.... somehow my photo files in revel need to be "connected" to the new subscription. Who can do that?

Jerry,
I completely understand your frustration. One stop support would be nice. In this situation the CS agent you dealt with didn't have any ability to check your Revel status which is why they referred you here. Various internal complications cause that which I won't bore you with here. But I understand your annoyance.
As for more info during sync. I agree. It would be helpful if we communicated more clearly what step we were in the sync process. If you are adding files you can tap the cloud icon (which shows the chasing arrow and opens the sync status). What you should see first is an "adding" status. This is getting the files into the Revel app this usually goes pretty quickly. The second is a "Syncing" status where we do the heavy lifting of uploading your originals to the cloud. Because the originals can be large (and numerous) the Syncing part can take some time depending on the speed of your network connection.
I'll forward you comments to our Product Manager as they help me make a case to improve our syncing feedback.
Thanks for using Revel!
Jason

Best Buy should be ashamed of their lack of customer service.

On Saturday, 7-26-14, I attempted to file a claim on a cell phone warranty. In store I was notified that the policy was inactive, yet a second phone that was attached to the account was all active. I researched the cause of this and found my credit card was cancelled due to my bank discovering possible fraud. My wife called customer service in May, and after dealing with rude representatives, she was able to get both phone insurance policies reinstated.
When I called customer service today, after being hung up on twice, I was told that the policies were reinstated, but my wife failed to update the credit card information. I thought the error was on our part. My wife was able to find another email from Best Buy, that proved she updated the information. Conveniently however, Best Buy supervisor Mark was unable to find this proof email, but could find the earlier email. I find this highly unlikely.
Mark did reluctantly reinstate the policy, and told me I would have to go back to store to follow through with the claim. I notified Mark that due to the incompetence of Best Buy, and their insistence that I was the one that failed to update my policy, I threw the paperweight of a phone away. He then told me that I was out of luck, but referred me back to the store.
I understand the concept of "passing the buck" back to the store because that allows him to get off the phone with me. He also told me that my bank was the problem, yet I find it odd that the second phone on the account was current on payments. He also could not explain why, if it was my bank's fault, that no email was sent. Best Buy was quick to send an email when my credit card was cancelled due to fraud protection, but not this time?
Best Buy customer service gives people the run around, fails to live up to their obligations, and loses certain emails that show the costumer is correct. Best Buy also refuses to make their mistakes right or to even admit mistake on their behalf. I was told by Mark that he is in charge of the Customer service call center, so I obviously will not receive a reasonable resolution to this problem.
Best Buy has the absolute worst costumer service that I have ever dealt with. I will never conduct business with Best Buy again and I'll encourage every person that I come in contact with to do the same.

Hello molonlabe-
I’ve been fortunate enough to not have to need service on my cell phones to this point (knock on wood), but if I ever do, I hope that my experience doesn’t match yours. It certainly sounds like it was frustrating.
Generally, if we are unable to collect payment on a monthly Geek Squad Protection plan three months in a row, we should be sending out an email to whichever address we have on file instructing you to contact us about this issue. I’m sorry that this did not happen.
Usually, the email letting your know that your credit card information has been updated in an automated system email and Mark would not have visibility to that, though he should have been able to see when your wife called in and had the plans reinstated. I will definitely be documenting this feedback for training opportunities.
If you no longer have the phone, we would be unable to assist you, however, if the plans have been reinstated, you may still end up being charged each month if you did not have Mark cancel the plan. If you did not cancel that plan, I would recommend contacting us at 1-888-237-8289 for assistance with cancelling this to avoid any future issues.
Thanks for connecting with us; I do hope that at some point in the future, you will allow us another opportunity to earn your business.
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy You SUCK at customer service

I wanted to purchase a Sony PS4 Last of Us remastered bundle online and pick it up in a store, however, none were in stock locally. It showed that it was in stock online for shipping. I did not want to ship an item this expensive to my home and have it sitting outside on my porch all day, so I wanted to order it and ship it to my local store. There appeared to be no way to do that online, so I opened a chat session with Best Buy customer service. After explaining what I wanted to do to this person, they proceeded to ask for SKU numbers and zip codes and to just repeat back to me what I had already told them, that it was not in stock locally. I HAD already established that fact. I told her I wanted it shipped to the store and not to my home and she said you cannot do that. Later that evening, I decided to check the stores in a different city where I was going over the weekend to see if it was in stock and if so, I would be able pick it up then. I was glad to see that it showed the item as being in stock and I placed an order online and selected a store for pickup. I received an order confirmed email and soon after I received a YOUR ORDER IS READY FOR PICKUP email. I was very happy that things were working out so that I could get the Sony PS4 after all because it was a last minute surprise birthday gift for my child. However, things went horribly bad soon after I read the "your order is ready for pickup" email. I was not available to answer the phone and an employee from the store that I had selected for pickup left a message on our machine stating that the Sony PS4 Last of Us bundle that I had ordered was not available and did I want to get something else instead. My child was the one that played the message back and came running asking if I was buying a PS4. Needless to say, I am irate over all of this. I had received an ORDER IS READY FOR PICKUP email, so why did I get that If the order was NOT READY FOR PICKUP?!! Why is one of your store employees calling my house and saying it's not available after I was sent the order is ready for pickup email? I am so angry over that phone call because it ruined the birthday surprise that I had planned for my child. She has been wanting the PS4 since last year and I had purposely made her believe that I wasn't going to get her one. You should realize that people buy things as gifts throughout the year and you should not be calling and leaving messages stating what someone ordered where other family members can hear the message too. Regardless of that, I never should have been getting the phone call in the first place, since I had already received an ORDER IS READY FOR PICKUP email. {removed per forum guidelines} You are the most incompetent retail business that I have ever had the displeasure of dealing with. I have ordered from you in the past and the transactions were satisfactory then. The employees at my local store to your credit are knowledgable and friendly, but that is more to do with them, than it is to do with you as an employer. You do not know your own online retail business and you do not offer customers the more secure option of shipping something to their local store instead of to their home. You cannot keep track of the true status of your online transactions. You treat your online customers like they are idiots and do not know how to search for items to see if they are in stock within local stores. Overall, you SUCK at customer service. By the way, I'm canceling this order with you. After I got the phone call from your store employee telling me the PS4 was not available, I went online and ordered it from Walmart instead and I'm picking it up at a local store like I wanted. So that's an almost $500 sale that you lost due to your incompetence. Best Buy YOU are NOT the best buy and you should STOP using the name! Your name should be IDIOTS R US!

Hello msb1107 –
I would like to apologize for the poor experience you had with your order. It’s very regrettable that we caused your daughter’s birthday surprise to be ruined. I’m sure that was not the stores intention when calling to update you of the status of your order, and that they wanted to get a hold of you before coming into the store to find you couldn’t pick up your product.
I am going to reach out to the store on your behalf to find out what happened to cause this error, and to see what can be done to prevent it in the future, as well as any options we may have to help. Please allow me the weekend to get a response from the store, and when I have any new information I will notify via private message. To view your private messages, sign into the forums and click on the yellow envelope on the top right corner of the page.
Again I apologize for anger this has caused. Please reach out to me with any questions regarding this issue.
Sincerely,

Best buy lost my mail order package

Oct. 30 I place an order of 3x canon flashes. UPS showes it was deliverd on Nov 3. I never recieved the package when I got home from work that day. Call Best Buy on Nov. 4 at 9am to see wheres my package. Best Buy rep. then told me that it'll take 5 to 8 days for investigation and someone will be contacting me within 72 hours. 72 hours has past and I contacted Best Buy again. They told me the case was being transfer to the lost and late department and had no other info. I then waited another couple days and still no call. I again had to contact Best Buy for the 3rd time. This time they told me sorry for not getting in touch with me but they have now started the investigation..It took them a week to start this investigation. I was told this will take another 5 to 8 business days for an answer. Nov. 12 still no call from Best Buy. So I again had to contact them. Was told it's still under investigation and I will get a answer in a week. Nov. 20 still no call. contacted Best Buy again and was on hold for 30 mins to get and answer that she will call me back in 30mins because of system being down. I'm writing this while I'm wating for them to call me back. Hopefully I'll get a straight answer this time as to wheres my package and how Best Buy is going to resolve this.
I'm just loosing my patients with Best Buy Customer Service.
Will keep this thread updated!!!
I don't know why am I getting the run around like a fool, buts that's whats happening.
Case was push back a week for no reason.
No phone calls
No Emails
No merchandise
No nothing.
Worst customer service I had ever dealt with. Sad this is coming from a big box store..

Hello steven838,
I was very disappointed to read of your numerous unfulfilling encounters in trying to resolve the delivery failure you experienced. Seventeen days would be a strain on anyone's patience and I apologize for your having to cope with this. We strive to provide superior service and I very much regret that we didn't live up to that aspiration for you.
I'm was gratified to read that your order is being reshipped, but disheartened that this experience may influence your future online shopping destination. It is my hope that you will one day give BestBuy.com another chance to win you over.
Please know that I'm very grateful that you took the time to write to us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Customer Service/Shipping Woes

Just got off the phone with Best Buy customer service (had to call 3 times, total time on phone was well over an hour).
I ordered an item which shipped on 10/16/2014 via UPS. Expected delivery date was 10/24/2014. On 10/27/2014, I contacted UPS to see what was up. They told me that Best Buy shipped it via a service called "Sure Post", which means that at some point UPS handed the package over to the US Postal Service. I was given a USPS new tracking number, which I checked at USPS -- which said that my package was delivered in Houston, Texas. The problem is that I am in California! So after explaining this to the customer service rep (who put me on hold and forgot about me), I was finally told that a replacement item would be expressed shipped to me a no charge. After this 45+ minute phone call I hung up.
A minute later, I got an alert from my credit card company that a $19.99 charge was just made to my card from Best Buy! Upon checking it appears that Best Buy an immediate charge on my account to pay for the shipping (not what the customer service rep promised). So I immedately get back on the phone to try to get this straightened out -- I explain the situation to the next customer service rep, and she tries to transfer me back to the original rep who placed the replacement order -- call went on hold (about 10 minutes), then the line dropped. Frustrated, I call again and speak with a different rep, who transferred me to the shipping(?) department. I was told that the original rep had made a mistake and they couldn't remove the $19.99 shipping charge. I was told that a $19.99 credit would be put on the original order to make up for this. So...15 minutes later, I was done and went to check on my account. I see a credit of $19.99 as "Digital Dollar Credit" (or something like that), but I'm skeptical as to what the really means as the $19.99 is still pending on my credit card.
A really frustrating experience. The item I originally ordered was only $69, too....really not worth the time that I had to spend on the phone to resolve this (of course, I'm assuming that it will be eventually resolved when I actually get the replacement product).

Hello jerryaqua-
If you are like me, you hate waiting for your orders to arrive. I’m constantly checking the status of the order to see when it ships and when it’s due to show up. I know I would be alarmed to see my order was going to another state entirely!
It’s also concerning that you were told the shipping fee would be waived on your re-ship, only to see that charge appear on your credit card. In looking over your order, I can confirm what you were told, in that the shipping fee was charged, but they did apply a credit back for the $19.99 back to your account (which would generally appear as what you described, each bank usually listed these differently).
From what I can see, it looks like your product arrived yesterday, so I hope you received it and are currently enjoying it! We have documented the issues that you encountered here for review by our BestBuy.com management staff and I absolutely apologize for any inconvenience that it caused you.
I hope that this will not impact your desire to order again with us in the future!
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy has failed

We recently purchased a new microwave and gas range from bestbuy.com. The delivery was done as promised on the date that was indicated. However, per the chart for installation it said there would be an additional fee to have the microwave installed, but for the gas range it said to call and see if installation was included or if it needed to be purchased. A few days before the scheduled delivery date we called and were told that our old gas range would be removed and our new gas range would be installed. We asked if there was anything else we needed to do and the customer service rep said, "no, everything is taken care of and anything that needs to be done to get us up and running would be taken care of." We were happy to know this as we are hosting our first family Christmas this year. When the "delivery" guys got here they said that installation was not included and brought in the new stove and they advised us to call and complain to customer service for being told incorrectly. At this point I had 2 gas ranges in my kitchen. They said they couldn't remove the old one as it was still connected and could lose their jobs if they disconnected it. The disconnect was supposed to be included with the install of the new gas range. We then called best buy customer service that night. We waited on hold for 20+ minutes and on with a rep/on hold for over an hour to be told there was nothing that could be done and we had to purchase installation for $140. All we got was an "oops, you were told incorrectly when you called PRIOR to delivery that installation was all set." This person was not a manager/supervisor and when we asked to speak to one were told one was there but not available. We ended up calling back, talking to a supervisor and were told the same thing. We are very disappointed in the misinformation and the way we were treated on these phone calls. The only nice encounter we had was with the delivery guys. We ended up canceling our order and requesting that the gas range be picked up. Funny they were back on our doorstep by 9am the next day to pick up the appliance. (although we had to wait 2 weeks for it to be delivered) Best Buy you have lost our business and I will tell my story to all family and friends and do everything to ensure no one else has to deal with the same BS as us. From all the other posts on here it seems as poor customer service is all too common.

Hello kswhip21,
Welcome to the forum. Buying new appliances is always an exciting experience. I can still remember the anticipation I felt when my dishwasher was to be delivered, and my husband made the necessary preparations to have it installed. I would definitely be upset if I wasn't informed ahead of time what was needed in order to install my new appliances without any delays, or hassle, and I sincerely apologize for any miscommunication you experienced when you ordered your new gas range.
Our drivers are not certified and trained to install gas ranges; therefore a separate installation must be scheduled, and I'm very sorry to hear the supervisor you spoke to was unable to provide a satisfactory resolution. I do appreciate you bringing this to our attention here at the corporate office, and I assure you I will be documenting your comments for further review.
Once again, I truly apologize for any frustration or disappointment this may have caused. I hope you will reconsider, and give us another opportunity to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy moved delivery date by 20 days only 18 hours before originally scheduled delivery

I purchased a Samsung gas range/convection oven on December 3, 2014. Delivery was scheduled for December 30, 2014. On December 29th, at 12:05 p.m. CST, a mere 18 hours before scheduled delivery, Best Buy emailed me to alert me that the delivery had been unilaterally rescheduled until January 19th.
Unfortunately, do to the late nature of the notice of rescheduling, I had already sold/gotten rid of my old oven. In response to this issue, I contacted Best Buy customer service and, after speaking with 6 different people of the course of 2.5 hours, was provided the following options: 1) Cancel your order; 2) Wait until the order is filled; or 3) Contact your local stores to check for availability.
When asked if Best Buy would consider providing a partial discount on the oven purchase to cover the potential costs associated with renting an interim stove, the customer service representative told me that she was unable to help me in that regard and to ask my local store.
Has anyone had experience getting a similar situation effectively resolved? Has anyone ever spoken to a customer service representative with Best Buy that was actually able to resolve an issue?

Dear rtjamison,
When receiving a scheduled delivery date like this, I can understand your foresight around creating the space for your new oven by getting rid of the old one beforehand, and I respect that. It pains me to hear that this responsible act will now affect you negatively due to the untimely rescheduling of your order. I am very sorry for any inconvenience this has already caused you.
On occasion, orders can be rescheduled because of sudden inventory constraints. Other times, scheduling issues can occur if a store is the one fulfilling the delivery and are absent an available delivery driver due to sickness; although, you would typically be provided with an explanation around this. Without being able to look up your order, I am not sure what the reason was in your case specifically. The options you were provided by the phone agent are all viable choices; however, I would like to work with my support team to see if there are any other options available to us at this time.
As I was unable to pull up your purchase history using your email address you provided here on the forums, I will be reaching out to you via private message to obtain your purchase information so I may investigate further. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Sincerely,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Appliance Delivery Not Doing What They Said They Would Do. Order Cancelled.

I recently purchased a refrigerator from bestbuy.com and chose the option to have it delivered on Tuesday the second of December (today). I received an order confirmation e-mail from best buy on the day of purchase (November 28) which stated the following (taken directly from the e-mail):
The scheduled appointment date of your item(s) below is Tuesday, December 2, 2014
We'll call you by 9PM the night before your appointment with an estimated arrival time window at the phone number(s) you provided at the time of purchase (with either live or pre-recorded calls).
Thank you for shopping with us.
Sincerely,
Karalyn Sartor
Vice President Customer Care
Yesterday, on Monday the 1st of December, I got a knock on the door from the Best Buy delivery team. They had my refrigerator and were here to deliver it. I was not ready for them to deliver the refrigerator at that time, at all, as I was not expecting it. I asked the driver to please deliver it on the scheduled date. The change in scheduling happened without a postive notification.
I checked afterward and saw that their was en e-mail sent during the evening of November 30 informing me that the refrigerator would be delivered on Monday the 1st. This e-mail was in my spam folder and I did not see it. I did not expect it either as I was under the impression that I would be called by phone prior to delivery (as stated in the original purchase confirmation e-mail). So some mistake/change in scheduling happened. Not a big deal to me.
Thirty minutes ago I called the 1-888 number mentioned in the e-mail to inquire about what time I could expect my refrigerator to be delivered. I was told it was rescheduled for December 20th, which is not acceptable to me.
I was told the earliest delivery date that they could honor would be for monday the 8th of December. That is unacceptable to me as well. I was advised I had no other options for delivery other than to receive it on the 8th of December, 6 days after the aggreed upon delivery date.
In the end I cancelled the order. As a customer I do not like to be treated this way (to be told one thing at first (delivery date and that I would be called by phone), to have that one thing change, and to not be told in a *reasonable* manner that the one thing had changed.
Best Buy customer service, If you would like to contact me you have my e-mail address. You also have my correct phone number for calling me, which your system verified when it looked up my order by phone. Until then, please consider me an unsatisfied customer that will look very closely at other buying options for all my future appliance and home electronics needs.
Thank You.
P.S. - The person I spoke to on the phone to inquire about and cancel my order was very courteous and professional.

To Whom It May Concern,
I posted earlier regarding a refrigerator delivery problem. http://forums.bestbuy.com/t5/Delivery-Installation/Best-Buy-Appliance-Delivery-Not-Doing-What-They-S...
I've since read a few of the other posts and think I see some common issues that many others have been having:
1. Not calling the customer. We (customers) expect someone will call us the day before a scheduled delivery date to confirm the item is being delivered and approximately what time to expect it. The confirmation e-mail you send even states that this will happen.
2. Not notifying the customer regarding changes. We (customers) expect someone will notify us if delivery dates are changed. This is especially important if the delivery date has been moved forward, as in my case. My particular problem would have been avoided entirely if someone from Best Buy would have notified me that the refrigerator I ordered would arrive one day ahead of schedule. An e-mail is not a good enough notification when you move the shipping date forward. How do you even know I have read/received it and will be home?
3. Not working with the customer. I've read a few forum posts where some mistake has happened, and now shipping is delayed by a signifcant amount of time (a week or more). If you (Best Buy) had some better way of working with whoever does your delivery for you, things would be better.
In my example the original delivery date was for today (Dec 2nd). You decided to deliver a day early on the 1st without making sure I knew you were coming on a differnet day than scheduled. So I wasn't ready. At this point I believe you (Best Buy) should have tried to correct this by rescheduling the delivery so that it happened on the original delivery date, December 2nd. You could have also arranged to deliver it later that same day, I would have been ok with that and had time to make things ready. Instead the delivery got rescheduled for the 20th of December by the system, and your customer service could only move it up to December 8. In a situation like this I think it would be better if you worked more with the customer (pay a driver an hour or two of overtime to get the goods delivered on the day you said you would or delay someone else who placed their order after I placed mine). Instead I was given one and only option, delivery on December 8.
In the end I took the other option, cancelling my order. You have lost my business on this sale and I now have a lower opinion of Best Buy as a company and a brand than I did before. This could have been avoided if you did any of the above three things.
Thank you for your time.

Extremely Frustrated with Purchase and Lack of Customer Service

I purchased an LG TV on 10/10 for $679.99 10/10, a week later I saw that Dell had the same television for $479. I called to Best Buy customer service and tried to price match. The man that I spoke with said no problem and that he would forward this request to the appropriate department and that I would see the difference refunded in 7-10 business days. Well 3 weeks went by and I had not received any type of refund. I then had to switch banks due to other unforseen circumstances. I have been trying to get the refund to either my new account or in the form of a gift card. I went to the physical store I purchased the TV at and after about an hour they told me that I just had to call 1800BESTBUY. Well I have been on the phone with them 4 separate times all being told different things. The first lady was actually very helpful, was on the phone for about 45 minutes and then the call dropped after we were finally getting somewhere and I never received a call back. So I called you guys back and after a ridiculous hold time someone just told me that I would have to wait 72 hours for some sort of resolution and I have no idea what the hell is going on now. I am currently talking with someone right now and she just keeps putting me back on hold trying to figure out what the hell is going on. I am just fed up listening to the holiday hold music and need something done about this immediately. Whether it be a refund to my new bank account or a refund in the form of a gift card, I do not care because it will just be spent on Christmas gifts from Best Buy either way. I am just so sick of wasting my time being on hold on 4 separate phone calls, each long with no resolution whatsoever. If it could expedite anything the case number I have received is {removed per forum guidelines}.
Robert {removed per forum guidelines}

Hi rmpagejr3,
I'm so sorry you've had to spend so much time and effort on your price match request; it is certainly not intended to be such a chore for our customers. I was glad to see that Heidi from our Facebook team reached out to you last week. Please let her know if you require any further assistance.
Regards,
Elizabeth|Social Media Supervisor|Best Buy® Corporate
Private Message

Market Place is a scam! Ridiculous return problems! I feel betrayed an tricked by Best Buy!!!!

I didn't even know there was a Market Place! Until I just tried to return something I purchased online to Best Buy local Store. Imagine my surprise as an Elite PLus Member when they told me I had to contact each vendor individually to return something I purchased from BestBuy.com. Thats when they showed me the teeny tiny little bitty blurb of text on the item page that said sold by xyz company. I'm busy ordering a bunch of stuff online for Xmas. How am I suppose to stop and read every blurp of text on a Bestbuy.com website to see if they changed how they sell stuff they apparently don't offer at Best Buy but is instead sold by shady third persons. I shop at Best Buy because I know Best Buy policy and return procedures. I like their customer service in the local store.
If I wanted to buy crap from third party vendors, then have to pay to send it back to them, I'd buy from a catalog sold at the corner magazine rack. I shouldn't have to endure this sort of process from Best Buy. (removed per forum guidelines) who blatantly shows you that your not buying from (removed per forum guidelines) will handle your problem like you did buy it from (removed per forum guidelines) and even ship it back to (removed per forum guidelines) on their dime!!!!!
I feel what Best Buy did was sneaky, deceptive, and in no way what I'd expect as a long time customer. That fact that I have to find each indiviually seller I purchased from, call or email them to ask for a return request, assuming I don't have to call or email several times to get ahold of them. Then to make me have to pay to return the item??? Becuase I can't take it to a Best Buy store to return it as I have always been able to do?!!!
This is the last time I buy anything online from Best Buy. At least if I buy it in the store I know I can return it if I need to. Not sure I even want shop again with Best Buy after this!!! I already warned all my Friends on Facebook an twitter about what has happened.
I should write a article an post to (removed per forum guidelines) an see if they will run the article so others won't have to endure what I'm going through.
Listen up Best Buy!!! If I wanted to purchase from shady third parties I would!!! But I don't want to. I shop Best Buy because I can return it to the store! If I have a problem or I can call Best Buy customer service an they take care of it. I don't want to deal with some third party shady shop in NY running a business in the subway station on his cellphone.
NOT a happy customer!!! The fact I have so much run around to return two items I purchased from what I thought was my normal Best Buy dot com store an instead was some third party yahoo people who make me pay to return it after three days of trying to get a hold of one of them pisses me off. The fact I still haven't heard from the second vendor after emails and phone calls really annoys me. Even your own customer service can't get ahold of the business. Just a message machine where no one calls you back.
You just lost an Elite Plus Member!!!

Hello Mav2u,
I was very disappointed to read about your experience in attempting to return your Marketplace purchases from BestBuy.com. I apologize for any confusion about Best Buy Marketplace purchases and our approved third-party retailers who make their products available on our website.
We do our best to inform you on our website which products are sold by Marketplace partners and who those partners are. All you have to do is roll your pointer over the word "Marketplace" for a description of what that means. For even more details, you can visit our What is Best Buy Marketplace? page.
I'm disheartened to read that this experience may influence your future shopping destination. It's my hope that you will give BestBuy.com another chance to win you over one day soon.
Thank you for writing to us and for your feedback on Marketplace.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Pathetic Customer Service

Hello Best Buy Customer Service,
I went to BB with the hope to upgrade my cell phone. I recently made a purchase, and while browsing I was helped by a Samsung representative who was very knowledgeable about the products and services offered by the cell phone carriers. He suggested to me I could trade in my current S5 for a Galaxy S6 Edge and receive a $25 credit toward payment for the phone per a 24 month period, and a $100 Best Buy gift card I could apply to accessories or taxes of the phone cost. I was impressed by the offer and replied to the Samsung Associate I would return with my wife so we could make the upgrade together.
I returned 2 days later on a Sunday, the Samsung Associate was working remembering me he gladly offered to turn me over to a BB associate so I could carry on with the offer. He asked the associate if he were busy to which he replied, "Yes". It appeared to me this BB employee wasn't to happy about being interrupted, however he agreed to see if I would qualify for the offer. After searching my account information he acknowledged that, "you barely qualify, but yes you could trade in your device for a $25 credit" and if I wanted the S6 Edge it would be $29 per month. I understood and was willing to accept those terms. I then asked if I would qualify for the $100 BB gift card offer to which he replied, "I dont think so that offer has ended". He checked with his supervisor and returned saying that was last week and there was nothing he could do.
I am a former manager of a Big Box retail store. I understand there are promotions that begin and end associates are not in control of what is offered only what they can offer. However his attitude to begin the sale struck me as if, I was an inconvenience to what he was doing which gave me a bad impression. I also did not appreciate that once the offer I did not qualify for, he did not give me any information about what new offers there were for this week. I felt his attempt to make a sale small or large was pathetic, he gave me no options and once we hit the crossroad he let me walk with a feeling he had more important things to do. Is this common practice among sales associates?
Jpopovi1

Hello Jpopovi1-
A promotional deal has a huge impact on where I will invest in my next purchase, and no doubt about it that Best Buy tries to provide very attractive deals! I apologize if by the time you were ready to take advantage of the promotion is was no longer available.
There is never a circumstance where it is appropriate for our store representatives to be anything but respectful to you and other customers. I am sorry that the experience you had at your local Best Buy store did not meet your expectations. While the promotion that you initially went in was not available, it seems natural for the representative to suggest other promotions, which was not the case.
I assure you I will be documenting your comments to forward to the store leadership team for review and training opportunities. This is definitely not the experience we expect our customers to have, and your feedback is very valuable towards the improvement of our customer service.
Thank you for your time,

Received Damaged Collectors' Edition item (damaged in-store by Best Buy staff)

Order Date: 03/19/2014
Product: South Park The Stick of Truth Grand Wizard Edition Windows
Order Total: $87.19
Dear Best Buy,
My name is Arthur. I am a frequent, loyal/long-time customer, and Best Buy Elite Member. I recently placed an online order for a Windows/PC game, “South Park Stick of Truth: Grand Wizard Edition (Collectors’ Edition).” The game has been sold out since its release, early this month, but I excitedly managed to order a copy online from your website and had high expectations/anticipation to be receiving a new/flawless copy, since this is a collectors’ edition.
After waiting about 1 week for its arrival, after I ordered, I received an e-mail notification that my item was ‘ready for pickup.’ I rushed over to Best Buy in Glendora, CA to pickup my item, but to my disappointment, when the Best Buy customer service employee had pulled out my item from under the counter cabinet, I noticed my item had been placed under heavy items at the store location, which resulted in the collectors' edition box of my item being heavily damaged. I brought up the matter to the attention of the customer service person that was assisting me. She offered to try to find a new item in stock to replace the box; unfortunately, she was unable to locate another new item. She said she was sorry and that 'there was nothing else she could do to help me, being the item was essentially “out of stock” everywhere at Best Buy.'
I hate to sound like a complainer, but I paid nearly $90.00 for a collectors’ edition product. For a 'collectors’ edition product', I would have loved to/expected to receive a ‘mint/brand new’ product (including the box) to keep for as long as I own it. However, this item, sadly, is very damaged and I’m highly disappointed that I spent so much money on what looks like a “used box, damaged item.” If I had known I was going to receive a damaged product by Best Buy, I would have purchased it on Ebay, Amazon, or somewhere else, with the assurance that I would be receiving a “new, mint condition” product.
If there is any possible way you can assist me to remedy this situation, I would greatly appreciate it. At this point, I just feel very disappointed, and a bit cheated. I have photos of the damaged box if you need to see substantiation. Not sure I will be ordering such items online from Best Buy again, after today.
Thank you,
Arthur.
Solved!
Go to Solution.

Dear Arthur,
I know the excitement and anticipation that builds leading up to picking up a new video game! I am sorry if this feeling had to switch to disappointment and frustration when you received your game damaged.
Normally stores only receive enough stock to fulfill the amount of collector’s edition preorders that customers placed for that store. This could explain the stores inability to replace it. The store associates should have been more careful with the products that were waiting for In-Store Pickup.
I would like to get some more information about your store visit via private message so I can reach out to them with this feedback. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
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