Best Buy & Geek Squad Policies

[perrea90]

 In an on-line order, a customer was put on hold for 45 minutes after the customer realized that there was an error in the shipping address.  I e-mailed about the error first, but got a generic message saying that they would get back to me in about 72 hours, which is, of course too late.  Anyway, the call got disconnected, and when I called back Best Buy refused to modify or correct shipping error. So as I understand it, the product is to be incorrectly shipped to an unknown address, even though it has not yet been shipped.  As stated above, I was put on hold for 45 minutes by customer service during the First call of 4 and was "disconnected" while being transfered to a manager in another phone call.  My wife was hung up on by a customer service manager "Carol" with service number 118268 after being told that the company would do nothing to help us in 4th and final phone call.  This all happened in about five hours time.

During all phone calls I was told that the order could not be cancelled or modified and that BestBuy's customer service could not contact the "warehouse" (which they admitted was only an electronic warehouse with no phyisical entity).  Keep in mind there is no way that the item could have been shipped yet.  Adding to the frustration, I was told by 6 reps between those four phone calls that they couldn't contact this "warehouse" because; 1) They could not make out going phone calls (and wouldn't give me any service numbers to contact); 2) the warehouse was electronic and the computer system could not be changed; 3) that the item could not be redirected because it was in a "box" already in "warehouse," which is an amusing thought if there physically really is no warehouse.

They never gave me the shipping tracking number to contact UPS, who is actually shipping the item, and I was not allowed to cancel the order.  So, they are going to ship this MP3 player to someone else's address and still charge me for it.  I realize that I am to blame for typing in the wrong address, but why can't Bestbuy help their customer in a problem like this?  How is it too late to do anything about it when the item has not physically left anywhere yet.  I don't even have a tracking number yet.  Is it because Bestbuy can't or won't help me?  Either way I'll never buy anything from them again, and I have filed a complaint with the better businessburreau at bbb.org.

[Dorothy-BBY Community Supervisor]

Hey perrea90 –

 

Thank you for letting us know about your difficulties in changing your shipping address with your online order.  While we always strive to meet our customer’s needs, sometimes we fall short and this can cause unnecessary frustration. 

I have reviewed your case and I can see that we were able to modify that delivery address, per e-mail conversation later that evening.  I realize you had not received that information when this was posted, however I am pleased that your item was able to be delivered to your desired location! 

Again , thank you for posting and enjoy your new MP3 player!

Regards,

Dorothy

Community Connector

Best Buy® Corporate

[perrea90]

Hey Dorothy,

That would be great news if it was true.  I don't believe you guys actually did anything to help me because the MP3 player was still shipped to the wrong address.  What's the deal with you guys? You never even sent me a tracking number before you shipped the darn thing. Thus, I couldn't even contact the shipper to let them know that the address was wrong to correct it myself.  So, No Dorothy, Bestbuy did squat-all to help me.  I was only slightly irritated before, but now I am livid.  I am sorry, but I don't think that changing and address before something is shipped is too difficult a task even for a fractious Bestbuy employee.  I would love to know what Bestbuy modified because I sure as heck have not recieved anything from them yet, so your shotty review of my case and your lackluster customer service skills are meaningless to me because no one at Bestbuy was willing to be useful to me.  So, here is where I would like to persnally thank BestBuy for nothing.

[Dorothy-BBY Community Supervisor]

Hey perrea90 -

Once again, please let me offer my apologies for this miscommunication.  I would like to take the opportunity to discuss this further via private message.  You can access your private messages by ensuring you are logged in and clicking the top right hand envelope.  

Thank you so much for your patience in this matter.

Dorothy

Community Connector

Best Buy® Corporate