System Glitch and lost orders

Question

I wanted to share my recent experience with Best Buy online orders. Since sending one letter of complaint to a department probably will go unheard and maybe even unread. It seems when you call customer service the left hand doesnt know what the right hand is doing and the call center must be in different locations or so big that no one knows each other.
I am an Elite Plus member and I bank my points. When I am ready to make a purchase, I redeem my points and then use the rewards certificate that very same day.  Last week, on 9/17, I created my online order, redeemed 1500 points for a $30 reward certificate and used it. I remember seeing the order go through and went on with my day. I have always trusted their online buying system because for years I have NEVER had a problem. Being in Hawaii, the expedited free shipping is a plus. I normally get my items in 2 days which is very fast by Hawaii shipping standards.
A week goes by and I never got my order. So, I start to go through my emails to find my confirmation. I couldn't find it. I go to best buy online to see my order history. My order is not there.  I check my best buy mastercard account and my small charge was not there either.  I then tried to recreate my order and use my reward certificate again because now I think I'm going crazy.  My reward certificate was coming up as REDEEMED. OK. So I have a lost order.
I email best buy over the course of TWO days to find resolution. This person was of no help at all. I kept getting canned responses and not one ever addressed my simple request.  "Can you find the order that was attached to this reward certificate?" 
After two days of standing in place, I call the 1-800 number. I get passed around to different departments, NONE of which could understand my dilemma or give me a solid answer. Each time I'm passed off I have to explain my situation AGAIN and confirm my identity AGAIN. All I want is my credit back so I can place my order again. Not one person is able to help me. In fact, the lady on the phone from Best Buy online tells me I need to go to My Best buy for help on the rewards. I stop her and tell her that I was JUST on the phone with them and they passed me to YOU for help because they stated that they cannot find the information I am looking for and YOU can.  She babbles on and on and talks to herself while banging heavily on the keys to do more "digging" for nothing.
She passes me BACK to my best buy to talk to them again about my situation. This time, the guy HANGS UP ON ME. He picks up and asks me to once again identify myself and confirm my account info and the line goes dead. Cut off, hung up, whatever you want to call it. Now, I'm LIVID.
I call back and this time I refuse to maintain my pleasant tone. I told the operator that I was just hung up on and I have been trying to find resolution for an HOUR for such a simple request. She apologized profusely but at this point, I was about ready to reach out and choke someones neck.
She forwards me to "John". Finally, someone who can speak clear english and can comprehend it as well. In under 15 minutes, he managed to find that my certificate shows redeemed but the order number is MISSING and it was lost. He confirms that there was a GLITCH in the system the week prior and MANY orders were affected, not just mine. He put my points back in my account and I managed to redeem my certificate again and finally get my order through. 
The difference in service I received with John was he LISTENED before typing. He LISTENED before digging. And he LISTENED to understand my full question. 
Please Best Buy, hire more competent people and get them better headsets. The lady I was on the phone with from Best Buy Online was so garbled and full of static. She kept telling me "I was getting cut off" and she couldnt hear me. I was calling in from a desk phone on a hardwired headset, not a bluetooth or wireless one.
Because I have lost complete faith and trust in their system, I will be keeping all screen shots, print outs, and emails until my orders are received complete.  Thank you JOHN. 

Answer 1

Hello there olipasinc,
As an Elite Plus member, I’m sure you’ve placed a great deal of orders on BestBuy.com and I am happy to hear you had such trust in our system. It is truly regrettable to hear that this trust may have been broken due to the experience you had with one of your latest orders.
If an order is not processed correctly through our systems yet funds were collected, we should be able to resolve any funds issues you may have, or at least point you in the appropriate direction. It is disappointing and embarrassing to hear that you had such trouble with getting your $30 certificate returned to you after your order didn’t process.
I am glad to hear that John was able to finally resolve this issue for you, although I wish it had been a much quicker process for you. Furthermore, I am glad you have shared your experience with us in such detail. It is amazingly helpful so that we may be able to use this feedback to improve our processes and procedures.
I hope that in the future we are able to restore the trust that you state you have lost. Please feel welcome to reach out to us with any questions or concerns in the future!
Sincerely, 
Tasha|Social Media Specialist | Best Buy® Corporate
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