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
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Best Buy has Zero iPhone4s but the AT&T store NEXT DOOR has 80 (with more arriving!)

Best Buy in Mount Laurel, NJ (1400 Nixon Drive) has ZERO iPhone 4s as of 6 PM on 6/28. Despite preordering on the 15th and I am still waiting with no word on when my phone will be in.
So I call the AT&T store that is located NEXT DOOR @ 1420 Nixon Drive. I mean it is literally right next door in the strip mall. I'm told that they received 80 phones today and are expecting a shipment of 60 to 80 MORE phones tomorrow. The rep told me that they will have extra phone for walk-ins, but it's going to be first come-first served, etc.
I mean, C'MON! It's like a bad joke.
I've heard the arguement "it's not us, it's Apple" from Best Buy, but I guess I'm not clear on why Best Buy seems to have no leverage to get their pre-orders expedited.
Heck, I don't understand why Best Buy can't, at minimum, get a straight answer from Apple about where/when Best Buy will be getting replenishment stock.
As a customer, I don't care who's "fault" it is - in my opinion, it's Best Buy's fault. Obviously, there's no universal shortage of iPhone 4s when the AT&T store is getting extras and Best Buy can't fullfill it's preorders from the 15th.
IMO, the problem is that Best Buy must have a pretty weak relationship with Apple to be treated this way. As a small business owner, if one of my suppliers was jerking me around like this, I'd sever the relationship. (Sure, I know this is more complex, but the principle is that Best Buy has a bunch of angry customers due to Apple's lack of support. That's a BAD business relationship, when your partners force you to lose crediblilty with customers).
I'll never pre-order from Best Buy again. But you can blame Apple for that ...

It simply amazes me that Best Buy continues to point fingers away from themselves. I understand the RS situation. They've never been what I'd consider an outlet for this type of situation. While sad, RS's ineptitude doesn't surprise me. Best Buy's does.
That tells me there are more fundamental problems with Best Buy. They either don't have a good relationship with their vendors (in this case, Apple). Or, they really don't have a handle on inventory and shipping basics. Maybe, as has been suggested, there's something amiss with employees taking the customer pre-orders and putting their family and friends in front of them. Still, this has happened at seemingly every Best Buy store. That tells me the problems with Best Buy are very widespread.
As I posted before, I just walked into an AT&T store yesterday and bought a 32GB iPhone 4, no reservations. Others have reported doing the same. AT&T probably has fewer stores than Best Buy. And, from what I can tell, have smaller iPhone stock than Best Buy. Yet, they handled it much better.
All pre-orders were filled first. Then, walk-ups were allowed to buy. No employees were allowed to buy them, under any circumstance, for anyone, until the customers were taken care of first. Simple concept. Apparently, too simple for Best Buy to understand.

Betcha you all didnt know Best Buy has a few digital download sites did ya?

Best Buy operates two sites. One powered by Digital River and the other one powered by Oberon Games.
Here are the two sites and their specialties:
Best Buy Software Game Download Center : http://games.bestbuy.com (Digital River, specializes more of digital download versions of retail CDROM titles)
Best Buy Casual Gaming Download Center : http://www.bestbuygames.com (Oberon Media, specializes in casual gaming titles such as Bejeweled)
BestBuyGames.com also features an online casual gaming multiplayer community in the flavor of Pogo Games that let you register a user account and create your own avatar. Its fun for the whole family and its free!
*******DISCLAIMER********
I am not an employee of BBY in any shape or form. All information presented in my replies or postings is my own opinion. It is up to you , the end user to determine the ultimate validity of any information presented on these forums.

Hockey,
Good shout out! Love the new graphic and this was really informative.
If you guys want to PM me with specifics of the experiences you've had I would be glad to share them out here. If we don't know what's happening with our online partners, we have no way of trying to make changes.
Happy gaming!
Josh|Community Connector | Best Buy® Corporate

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

What does it take to get Best Buy to do the right thing?

I brought my laptop in with a hard drive that was beginning to show problems and asked that they transfer all of the media onto a new drive and install it. I further asked that they not install any new software only keep the original software that was on the laptop. This was noted on the receipt. But because the employee charged me $200 for a years technical service including additional virus protection that he wrote on the receipt that I asked not to include. He now says I did not ask for the correct service. Do you think he sold me the wrong one? One that can't be refunded and gets him a kick back? Do you think just maybe he was expecting me to roll over and pay the additional fee to then transfer the data when I picked up the laptop?
I have already contacted two customer service representatives from corporate that have promised same day return phone calls. I have not heard back from either! Tomorrow I forward all information that I have on this case to the news and to the State Attourney's office. It is my belief at this point that Best Buy has no intention of providing customer service only in delaying, frustrating and hopefully causing those they can to give up. I will not give up, you have my computer, my hard drive, my USB back up, my software, my money and continue to deplete my valuable time. Having been a formerly good customer and owning a business that recommends technology to senior citizens it will be my pleasure to post the poor performance of the technical service, customer service and corporate response to local issues in Melbourne Florida.

Greetings TecntEz,
Parting with a computer for any length of time can be difficult, so I can imagine how frustrated you must feel. I'd be disappointed too if I found myself in a similar situation, especially if there was any confusion regarding what fees might be applicable.
Under normal circumstances, customers who request in-store hardware installation, operating system installation, and data transfer services will be quoted separate prices for each of these stand-alone services. Based on what you mentioned though, it sounds as though the staff at our Melbourne store offered to perform all three services under a new Geek Squad Tech Support (GSTS) membership as a courtesy instead -- a significant savings over purchasing them separately. GSTS plans also do not typically include data transfer or backup, and customers must pay an additional fee for these services.
That being said, I was able to locate your work order using the e-mail address you used to reigster for the forum and can confirm that instructions were left for technicians to not install the antivirus program provided with your GSTS membership. Jessica, the rep you spoke with earlier today, has reached out to the store's management team on your behalf to confirm what work was done on your computer, as well as to obtain clarification on the fees you paid earlier this week. While we cannot guarantee an immediate response, rest assured that either Jessica or I will be in touch with you as soon as additional information is available.
Thank you for your patience and understanding, as well as for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy needs to change their delivery policy

I ordered a small electronic item, and have been going through a hassle to get it. It is being shipped by UPS, which has been totally uncooperative. I waited at home until after 5 p.m. yesterday, and then had to leave for an appointment. UPS attempted delivery at 5:56. I live in an apartment building with a locked front door and no resident manager. I can't count on my neighbors to be home to get my package, either.
When I called UPS today and requested that my package be held so that I could go pick it up, they told me Best Buy has a policy that their packages cannot be held. This means that I have to either spend another day waiting for UPS to arrive at an unknown time or let the package go undelivered. This is unacceptable.
Best Buy tells me I can't cancel my order, and that all I can do is let the package go undelivered for three days, and they will credit my account.
This means that either I lose my order or be a virtual prisoner waiting for UPS. If Best Buy would have informed me that I could not either pick up my package at a store or get it held by UPS, I would not have placed the order.
Either the holding policy needs to be changed, or customers need to be informed about it up front. I am angry enough to not do business with Best Buy in the future.

Good afternoon mantelli,
Waiting for packages to arrive can make anyone anxious and excited, especially if it’s a package you are in dire need of receiving or something you've waited a long time to order. To not receive the order, or find it may be sent back if not delivered, would be quite frustrating, and I am sorry if this is where you stand with your order.
After the 3rd attempted delivery in which the package cannot be delivered, it will typically be sent back to us for a refund. While some people cannot be home during the delivery, we have a store pickup option that can assist in such situations as we do not allow packages to be held at UPS locations for pickup. Instead, you may choose to pick up your purchase at a nearby Best Buy store, which may allow you to pick it up as early as that day, or in a few days’ time. For more info, you can check out our Store Pickup page on BestBuy.com.
I apologize if this is not the resolution you were hoping for, and if you are dissatisfied with this ordering experience. I was able to locate your order using the email address you used to register with the forum, and I see that it is on the truck today for the 2nd delivery attempt.
I truly hope that in the future you will allow us to provide you with a better experience, and greatly appreciate you sharing your experience and providing your feedback!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Smash Preorder Bad Experience

I sent the following email to Best Buy regarding my bad experience when I went to pickup my Super Smash preorder. After hours of being on hold and being transferred to countless different people, the final explanation I was given is that Best Buy can at any time cancel a pre-order, so I had no recourse. Here is the original email I sent:
"I was writing to make bestbuy aware of a very unfortunate situation that I encountered tonight at my local best buy (Las Vegas, NV, Summerlin location). I preordered the $99.99 bundle of Smash Brothers Wii U in store, putting $5 down to reserve a copy. I have my best friend in town tonight to play Smash this weekend, so I was really excited to get off work and go grab my copy. Unfortunately, once I got to best buy, they told me that they sold my copy to someone else accidentally and that they didn't know if they would ever get another shipment. They offered me no recourse except to wait and see if another shipment came in. After driving around for a couple hours I finally found a place that still had a bundle and purchased it. It was a horrible experience and makes me regret becoming part of Best Buys gamer club. I would have gotten 20% off at Best Buy with my Gamers Club Unlocked Membership, but I had to get it at Fry's instead and paid full price. I tried to find it at another Best Buy but all of the ones in Vegas were sold out.
I would appreciate if Best Buy would, at a minimum, refund 1.) the $5 preorder I put down on the game and; 2.) the $20 discount that I missed out on with my Gamers Club membership because I had to go purchase it at Fry's. I have usually had good experiences with best buy, but this one has really soured me on buying my games at Best Buy and would hope that you guys would make sure something like this doesn't happen in the future. Preordering games is to ensure that you get a copy when it comes out, it is not a source for free money for Best Buy. I can provide any documentation you need and I look forward to hearing from you."
After talking to many different associates for countless hours I am done trying to get anything for this nonsense. The last person I talked to told me to put down the full money instead of $5 next time and this might not happen. Best Buy has lost a loyal customer because of their policy.

Hi Vote4link,
As a Super Smash Bros fan myself, it’s truly disheartening to read of your pre-order experience. Having a friend in town to play over the weekend, only to find out that your copy isn’t available at our store, is understandably frustrating and I’m very sorry if that is what happened here. While it sounds like you found another option to acquire the game, I regret hearing that it wasn’t at Best Buy!
Like zztoluca said, if you pre-ordered and your copy arrived at the store, it should have been held for you. If this didn’t occur, it was a store error and this is the last thing we want for our gamers, especially those who are members of Gamers Club Unlocked. With that, your $5 deposit will automatically be refunded to you if you don’t fulfill your pre-order within eight days if it was created on BestBuy.com, five days if created in-store.
I’d like to ensure your feedback is seen by leadership at the store, so if willing, please send me a private message and include either your BestBuy.com order number, or the Customer Service PIN located on the bottom of your in-store pre-order receipt. You can send me a private message by clicking the link in my signature.
Thanks for sharing your concerns with us and despite the circumstances, I hope you’ve been enjoying Super Smash Bros.
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

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

It's 6-2 ordered iphone 5-24, I WORK during day, & Best Buy won't allow me to pick up at UPS?

This is CRAZY. I ordered a phone on May 24, to give as a gift on June 4; today is June 2.
The phone was shipped and the First Delivery Attempt was made last Thursday...I saw the form and figured like the OTHER carrier I could sign and leave the form and my phone would be left for me on Friday - WRONG.
On Friday, I received attempt #2 of the delivery - with a note that after the 3rd attempt the phone would go back to Best Buy.
So, on Friday night, I called UPS to setup a pick-up - this way I'd pick it up after work on Friday....NO GO because BEST BUY does NOT allow the option of allowing its shipping customers to PICK UP THE PACKAGE AT THE UPS OFFICE.
Supposedly if I signed up for the UPS My Choice Program, I could use the "will call" option and pick up the phone..so i created a UPS My Choice account....only to see that i do NOT have the Ship to another address option OR the Pick up at UPS option. I can only wait until the package is rejected by me a 3rd time - because I work during the day - and then it will be sent BACK to BEST BUY. That helps a lot in having a phone here to give as a gift on June 4 - the day after tomorrow.
UPS told me tonight that only Best Buy has the ability to lift the "no pick-up at UPS" stipulation, so I should call them. After being told I'd be helped twice (and only being transferred into the waiting cue - for a total of 30 minutes), I finally got a girl who told me I just needed to go to the web site and sign up for UPS Mychoice (but THIS time, sign up for MyChoice on the BEST BUY website). Then, I'd just click on will call and schedule the package to be picked up by me "anytime" i choose. Sounds great, huh? If only that option really existed, what a wonderful world it would be.
BEST BUY, why don't you tell your customers they MUST BE HOME or have a neighbor who is home during the day or their package will ultimately be UNTOUCHABLE until it is shipped back to Best Buy, only to be of absolutely no use to the purchaser. Doesn't MOST of the world work and expect they can either sign a Signature Form and delay the delivery one day if they choose this approach OR pick it up at UPS AFTER WORK?
I asked tonight if the Best Buy rep could just tell UPS to send the pacakge back to the Best Buy and then transfer my order to a Store Pick-up so I could stop by the Best Buy Store tomorrow and get the iphone. She said she'd gladly do a store order but I'd have to pay for the store pick-up and then my money would be refunded after they recieve my package back.
And the very best part of all of this? Verizon has had my info and been charging me since May 24 - when I ordered this. So Best Buy gods..if you're reading this...I need an iPhone 5S - preferably the one I paid for on May 24 - and i need it by WEDNESDAY, June 4....and I"m willing to DRIVE my car to pick it up....just tell me where to go and I will....
Tonight, UPS told me to call

Dear mkunz,
I can understand your frustration. I have elected for the option to pick up an item from a UPS location when missed upon delivery before; it is definitely a convenient option when working around a work schedule. I apologize that this option wasn’t available to you for your phone purchase.
We do understand that people have to work and this is why we allow three opportunities for you to receive the product. I see that AWBrown has submitted an idea to ideaX page asking us to look into reevaluating this process. Using your email address you have supplied here on the forums, I was able to look up your order. Based on the tracking information, it appears that you successfully received the phone on 06/03/2014.
If this is not the case, please let me know!
Thanks for reaching out,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

WildStar and Best Buy's Terrible Customer Support

To Anyone Who Might Read This:
Because I can't seem to get a timely response from anyone through a private message in less than 3 days, because Best Buy phone reps feign ignorance and pass me along from rep to rep like a basketball (last call was for 88 minutes; 5 reps), and because at this point I feel as though my money has been stolen from me, I will resort to posting on your forums with the desperate hope of a reply.
Allow me to frame my comments with the backstory. On May 30, 2014, I purchased a download pre-order of WildStar Online. I paid for the full purchase of the game (59.99). According the Best Buy's online and instore adds, pre-ordering WildStar would give me several bonuses ingame, as well as access to the headstart weekend beginning on May 31. The full game edition would be released on June 3, but of course I had paid in full for the game, so I expected to recieve both the pre-order bonuses as well as the full game client.
According to both my receipt and the online add, I was to recieve the pre-order bonus code by email "shortly" after purchase. I did not. After several hours, I contacted Best Buy by phone, and I was assured that the email address on file was correct and that I should recieve my code soon. The following morning (May 31st), six hours after the headstart bonus I was supposed to recieve had already started, I still did not have any email from Best Buy. At that point, I found this forum, Best Buy Unboxed, and followed the instructions given by the moderators for just this issue. I sent two private messages to BBY which included my customer service pin and the rest of the required information, but by Saturday evening at 8p.m., I still had not recieved a response.
At this point, I called Besty Buy customer service again, as I was missing out on the pre-order bonus that I had paid for, in full, in advance, and had been guaranteed by Best Buy. The first four representatives I spoke to feigned ignorance and passed me along to the next, all with significant hold times. After 84 minutes, I was connected with a so-called online game specialist who told me my pre-order code would be sent to me within 24-48 hours. Perhaps you can see my dilemna here: 48 hours from that point would be approximately 9p.m. on Tuesday, June 2nd, 3 hours before the full release of the game. With registration and the client download, I would effectively miss out on the headstart bonus I WAS GUARANTEED WITH MY PREORDER FROM BEST BUY. And this is exactly what happened.
Once I finally recieved a response from Best Buy Unboxed and an email with my pre-order code, I was able to download and play WildStar for two days. On June 5, the WildStar client prompted me for game time credit, and would no longer allow me to access the game for play. 30 days of playtime comes with all editions of WildStar, so I was initially confused about the prompt, but after a little research I came to find out that Best Buy was supposed to send me two separate codes: A PRE-ORDER BONUS CODE "shortly" after purchase and a "RETAIL CODE" after release on June 3. I HAVE NOT RECIEVE THE RETAIL CODE, SO I CANNOT PLAY THE GAME I PAID BEST BUY IN FULL FOR IN ADVANCE!!!!!!
I sent a new private message about this problem to BBY on this forum yesterday morning (6/6/14), and I have still not recieved a response. Do you guys work on the weekends? I also sent a reply email to Best Buy, using the "reply to" address on the email that contained my pre-order bonus code, but I have still not recieved a response. I cannot think of a logical reason why I can't be given a response within 24 hours from Best Buy, particularly considering I have already paid in full for this product.
I am a long-time, loyal customer of Best Buy, but my confidence in your company has been shaken in recent years. Customer service, within your stores (particularly in Mississippi), is absolutely horrid. You representatives are not in the least bit knowledgeable, and do little more than hound customers for sales--if they aren't too busy huddled in electronics hiding from us. Phone support is equally terrible. I should not have to spend 88 minutes on a phone call and be passed from rep. to rep. to rep. to rep. until someone figurs out how to get an item to me that I have already purchased. It looks like I will now have to add Best Buy's electronic assistance to the list of my terrible customer service experiences, as a 2-3 day response time from you guy is absolutely ridiculous.
Since 2001-2002, I have spent literally tens of thousands of dollars at Best Buy. I have purchased televisions, vcrs, dvd players, blueray players, car stereos, computers, movies, video game consoles, console games, computer games, music, Keurigs, surround sound systems, an Ipad Mini, an ASUS pad.....I could go on and on. Considering my loyalty to your company, considering that the first place I want to go whenever we travel to a city that has a Best Buy is your store, considering all the money I have spent with you guys over the years.....this situation, your inability to get my the darn RETAIL CODE FOR WILDSTAR that I have already paid for, well, it just pisses me off to no end.
I am beyond frustrated. I feel as though Best Buy has stolen my money. Could you, actually would you (because I know you can) send me the merchandise that I have already paid for, and help to restore some of my faith in Best Buy?
Thanks.
TLR----Read the whole thing. You guys (BB reps) owe me that much, at least. It won't take a fraction of 88 minutes, I assure you.

Hello SEpowell,
Purchasing a digital download should be a quick, easy and painless process -- not a trying ordeal like you described -- so your frustration is certainly understandable. I'd be upset too if I found myself waiting an extended period of time for a product key, especially if there was any confusion regarding who might be able to help me find a solution.
I've sent you some information, so please make sure to check your private messages when you have the chance to do so. As always, you can check your PMs by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
For future reference, customers can typically expect a moderator response within 2-3 business days (not including weekends or major holidays). Sending duplicate private messages to multiple moderators will not result in a faster turnaround time. If you are in need of immediate assistance with a digital download, please call 1-888-BEST-BUY (1-888-237-8289) and ask to speak with our Digital Library team.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Communication between Best Buy and Apple

Where is the communication between these two companies? It's frustrating to have NO CLUE if a phone will come in a day or in 5 weeks. Who at Apple is deciding what they end to what stores? Obviously, Best Buy has to pay for the phones. There has to be some sort of communication.
Would it really be that hard for someone high up in Best Buy to communicate with Apple? Maybe a list from each store of their orders and what they are waiting on. Give that to Apple. Apple can give some sort of answer. Exepect this much in this time frame... expect this much later. I mean, something. Instead of leaving everyone in the dark, completely.
Someone at Best Buy corporate has to have SOME clue how Apple is shipping and to what stores. To say no one has no clue at all, is nuts. And if it's true... Best Buy needs to get a clue. DO SOME WORK FOR YOUR CUSTOMERS. At least get some truth, so if we need to go elsewhere, we can. It would be better for both sides.

Apparently since they come on UPS, they don't know when the shipments are coming in or how much. Which I think is bull.
If that's the case, what I want to know is HOW do they know they received the amount they were expecting? If they don't know how much they're getting or when they're getting a shipment, then what's stopping the delivery man from stealing a box, and they wouldn't know any better? Maybe the higher up manager's know, and they aren't allowed to reveal that info, but there has to be a checks system in there somewhere verifying the stock received.

Best Buy DOES need to address all the negative issues with Citibank!

Hi, I've read all the negative posts about Citibank.
I have been a loyal customer of Best Buy for quite some time and have purchased products from washing machines to electric guitars.
I have my own story:
I've had nothing but issues with them since Best Buy went to them. The last 5 bills I've received have been all messed up. Each time it's been for at least 2 hours. I never had problems until the switch to Citibank.
I have several deferred interest purchases. I've taken each of those, divided them by the number of months the contract is for, thus determining how much to pay each month to pay them off by the expiration date. Citibank has screwed them up every month. Distributing them differently than I had requested. One time in "fixing" their mistake, they "mistakenly" added an additional charge of $130 to my account! In reversing that they screwed up other distributions. That's why I've been on the phone with them so long each time. Some of them they still haven't fixed.
One six month account isn't due to expire until 9/16/2014, but the way they are applying the distributions it will be paid off 6/15/2014. A full 3 months before it is due. It obviously saves them having that receivable for 3 months.
Most of the customer Service reps have tried to be helpful but some of the time it is them that do the screw-ups. When I ask to speak to a Supervisor they are usually not helpful or rude. I was talking to one and he wasn't answering my questions, I challenged him and found out he wasn't even listening! Sometimes they say "it was a change that didn't get into the computer right". I've spent my entire career in the computer industry (Retail chains, Discount Chains, Accounts Receivables, and Bank Systems) You NEVER release a change until it has been completely tested. Apparently they have someone totally incompetent that department.
They apparently started a new policy 2 months ago that applied your minimum payment to the your revolving balance (non-promotional) first, if you only had Promotional balances it was applied to the one that would expire first. Again, it's a way for the bank to relieve Receivables earlier than they should. To their benefit.
I don't understand why so many of the Moderators and other responders have to be so rude and condescending to the people in this forum. All we hear is this Mantra that Best Buy has nothing to do with the credit card. Yet, the Logo on the statement says "MY BEST BUY CREDIT CARD". When you pay by mail the payment stub "Make checks payable to "BEST BUY CREDIT SERVICES". When you call they answer "BEST BUY CREDIT SERVICES". And you wonder why people think Best Buy owns the credit cards?
You are correct that Citibank owns the credit cards and processes them. But some Executive at Best Buy initiated having Citibank do this. You talk about it's just a marketing thing to have Best Buy's name on everything. Well I'll tell you. with all the complaints I've read here and horror stories that I have personally heard from customers, it is a very NEGATIVE marketing thing.
Most of the customer Service reps have tried to be helpful but some of the time it is them that do the screw-ups. When I ask to speak to a Supervisor they are usually not helpful or rude. I was talking to one and he wasn't answering my questions, I challenged him and found out he wasn't even listening! Sometimes they say "it was a change that didn't get into the computer right". I've spent my entire career in the computer industry (Retail chains, Discount Chains, Accounts Receivables, and Bank Systems.) You NEVER release a change until it has been completely tested. Apparently they have someone totally incompetent in that department.
They apparently started a new policy 2 months ago that applied your minimum payment to your revolving balance (non-promotional) first, if you only had Promotional balances it was applied to the one that would expire first. Again, it's a way for the bank to relieve Receivables earlier than they should. To their benefit.
I also noticed that one of the Moderators posted a response to several complaints about no more 18 month deferred purchases that it was Citibank that discontinued them. It seems to be a very popular "marketing thing" for Best Buy also. Why keep a bank that dictates "marketing things" to your company?
Have any of these many complaints been brought to the attention of Best Buy Management? Do they even know about them? If they have, then I would think they would be concerned enough to re-think their decision on a Bank Card Processor.
Many have said they will quit buying from Best Buy. I will not. I like the stores, their merchandise and staff. But I have serious concern that if this problem is not addressed thier may nit be a Best Buy to shop at in the future.
For that reason I am sending a letter to the CEO and CFO regarding this.
I would suggest each person that has complained dothe same. Since the Moderators blocked out the executive's names on one of the posts, you can go to Best Buy.com main page at thew bottom under "Corporate Info/About Best Buy/About Best Buy (yellow Tab)/Executive Team and you will find their names. The Corporate address is one one of the posts in here. The one the they deleted the names from. Maybe all of our voices will be heard.
P.S. - Check back to see if I'm blocked or this post is closed or deleted. If so, another thing to comment to the Executives about...
Best Regards Everybody!

Hello GJT,
Welcome to the forum, and thank you for being a loyal Best Buy customer! I'm very sorry to read of all the troubles you've been having with your My Best Buy credit card account.
If you made a purchase using one of our interest free financing offers, to avoid paying the interest, you would need to ensure you were making the minimum monthly payments and paid the full balance by the end of the financing term. For future reference, the promotion expiration will not be the same as the payment due date. The expiration is determined from the date of the purchase. This date would have been clearly marked on each of your billing statements.
If you did make other purchases during the financing period, the payments would have been applied to the account according to the credit card laws as the others have mentioned. It is my understanding that any payments made to the account would first be applied to all minimum payments due for purchases on the account. Next, it would be applied to purchases that have interest charges due. Lastly, if funds remain from the payment, they will be applied to purchases with the financing promotions, in the order they are set to expire.
As you may be aware, Citibank, N.A. is the issuer of your My Best Buy credit card account. Due to this, we have no influence, or access to their accounts or policies. It is however, my goal to assist our valued customers as best as I can; therefore, I will be reaching out to Citibank on your behalf to look into your concerns. and they should be reaching out to you directly within the next 3-5 business days to discuss this further. If you do not hear from them within this timeframe please let me know.
Thank you for posting your feedback here on the forum, and please do not hesitate to let me know if you have any further questions or concerns.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Best buy price match nightmare

I placed an order online for in store pick up. A few days later the item went on sale on best buy.com. I am still within the return policy/ price adjustment time frame. The item was for the special edition ps4 white "bundle". It is the special edition that Sony released and was available at all retailers. It called and asked for a price adjustment since it was exactly the same item that I placed. Same SKU and not one of those longer SKU that best buy has for their bundles(ex. When you buy a camera with an additional lenses it has a super long SKU number). I called best buy for the price adjustment and the customer service rep checked it on the best buy website and found the sale price of 349.99. She said it would take 24 hours to process. I waited a week and saw no credit back to my best buy card. Today I decided to call and a supervisor told me it was rejected because it was a bundle. She states that the price guarantee prohibits the adjustment of bundles. I tried to explain that this item isn't necessary a bundle as it already comes with the game inside the system. These are how all game systems are lately. Wii u comes with Mario world and Nintendo land together, Xbox one has assassin creed and ps4 had the destiny. I have a case number which I can give if it helps but I would like someone to look into this issue please. I have a best buy card, elite plus status but after this I may be considering taking my business elsewhere.

Hello angryconsumer17,
Welcome to the forum, and thank you for being a loyal Best Buy Elite Plus member. Our Price Match Guarantee is a great way to ensure you'll always be protected in case the price of your product goes down a few days later. I'm very sorry if you were first told that your PS4 White bundle would qualify for the price match, and had to call to inquire the status only to find out it was denied. I can understand that would be upsetting, and I would be happy to look into this.
Using the e-mail you registered on the forum, I was unable to locate your information or the order. I would appreciate it very much if you could send me a private message with your name, phone number we have on file for you, the case number you were given, order number, and e-mail address. To send me a private message simply click to the right of my signature below. I also assure you I will be documenting your experience for internal review. As you were informed, per the terms and conditions of our Price Match Guarantee, there are some conditions that must be met in order to qualify, but this should have been communicated to you from the first time you called to request the price match.
Again, I truly apologize for any poor service you have received, and I look forward to hearing from you.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy not fixing their glitches and errors

I have been trying to deal with customer service regarding my name being fraudulantly changed on My Best Buy. I used my reward card to purchase an Ipad that I had delivered to my place of employment so that it would not sit unattended at my doorstep all day. Ever since that day, My Best Buy has shown my name as the name of the place that I work. I have had reward certs issued in this other name and duplicate cards issues in this erroneous name.
I have spoken to customer service multiple times and have been given the run around and promises to be contacted within a certain time frame with no contact and no results. I however, did receive and email that Best Buy must protect the privacy of the name that is associated with MY account even though this has been MY account for over FIVE years and this other name was not added/glitched on until the end of March 2014. I have submitted receipts showing purchases both in store and through bestbuy.com that show me using my own name to purchase items and also have email correspondence from Best Buy addressed to the original name on the account.
I had even been advised by a customer service rep to open another Best Buy account which would cause me to lose my Elite Plus status. It feels that I am now being penalized for Best Buy's errors and incompetence.

Good morning ceppes, and welcome to the Best Buy forum,
If the name associated with your My Best Buy™ account somehow randomly changed following a recent purchase, then I can certainly understand why it is you might feel frustrated. You should not have to create a brand new account, so let me see if there is anything I can possibly do to help. To further discuss your My Best Buy™ account and ensure it is up-to-date, I am going to send you a private message. You can check your private messages by clicking on the yellow envelope icon located at the top of the page.
Thank you for taking the time to reach out to us.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

New Nintendo 3DS XL Consoles available for pre-order at Best Buy! Did someone say "Majora's Mask"?

I’m personally very excited to announce that Best Buy has now listed three New Nintendo 3DS XL consoles for pre-order on BestBuy.com! Now, you’ll not only be able to enjoy your favorite Nintendo 3DS games on the go, but you’ll be able to utilize your beloved amiibo figures as well with the added NFC capabilities. This is just one of the new features of Nintendo’s new 3DS XL consoles.
Here’s the most exciting part, in my opinion. Aside from a red and black option for the new 3DS XL consoles, Nintendo will also be releasing a Limited Edition Legend of Zelda: Majora's Mask 3DS XL! As a long-time fan of the Zelda series, I’ve been waiting for Majora’s Mask to come to Nintendo’s handheld systems and now, everyone will be able to enjoy not only the game itself, but a 3DS XL console made specifically for it!
Here are the links to each of the new Nintendo 3DS XL Consoles on BestBuy.com:
Legend of Zelda: Majora's Mask Limited Edition 3DS XL Console >
New Nintendo 3DS XL Console – Black >
New Nintendo 3DS XL Console – Red >
The new consoles will release on Friday, February 13th, so head over to BestBuy.com via the links above to procure your pre-orders!
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

I was able to place an order for the new 3DS XL MM Edition via bestbuy.com. My order shows processing so all seems well. My question is in regards to when this will ship? I usually use amazon.com for online preorders as they are shipped so that they arrive on release day. Is this the same with bestbuy.com? If not, would it be possible to switch to in-store pickup so that I can get the item on release day? Thanks.

Best Buy has failed

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