Best Buy & Geek Squad Policies

[gregorykay]

I placed an online order yesterday. Within 45 minutes I decided I wanted to cancel it. I called the Best Buy hot line, and 30 minutes later I got in touch with a customer service rep. I explained to him I just made an online order and I wished to cancel it.

He told me that it was too early to cancel and that I should try again over the next few days. So I called them back the very next morning, today at 9:30am. About 20 minutes later, I got with the next rep. She told me that I was transferred to the wrong department for cancellations. She explained to me that she is in the department of Online Sales. Yet she doesn't have access to cancel online orders....What?

She transferred to me the 'correct' representative.

He told me that it is too late to cancel the order. He told me that I can only cancel an order within 45 minutes of placing the order. I told him I called within the first 45 mins, had to wait 30 mins, and yet then I was told it was too early to cancel! The rep explained to me that the first rep I have spoken with "was an idiot."

I asked to speak with the manager, and he told me that the manager would tell me the same thing.

Looks like I will have to cancel through my credit card company.

Best Buy has the absolute worst customer service. I have dealt with them in the past, and I see they haven't improved at all.

What a shame. I'm sure many people have said this here before, and I'm sure I won't be the last, but I sure as heck won't give Best Buy one more cent of my money no matter what the sale is.

p.s. (Instead of the word 'heck' I wanted to use H-E-double hockey sticks. I got a nice little pink message telling me "Shame on you for using (said-word) in the body of your post. What would your grandmother say? Please clean up the body before posting."  What I would like to know is, what if someone's grandmother was diseased? Wouldn't that be offensive to them, talking about their dead family member?

Tip to Best Buy: Hire someone competent who can do PR.

[SD]

I ordered DVD's online and went to cancel my order, I emailed them to cancel my order then I called, the first call I got disconnected, the second call said I need to enter a 3 digit extension, called back she transferred me and it rang busy, the next time I was on hold for 30 minutes and hung up. I got back home and sent out another email with no response. Then on Saturday the 29th I called back and finally reached a customer no service representative Molly or Holly, she told me the order has been placed and I could not cancel, I told her all the trouble that I was having and Molly or Holly said I am sorry, but there is nothing I can do for you. She told me I had 1 hour to cancel my order, I asked her where it stated this, she then directed me to the web site for customer service and there she could not show me this policy. I asked to talk to her manager and she said there is no manager to speak with. She then told me that if I would have done this the correct way I would not be having this problem. I asked her what I did wrong and she said my email is not correct, well if it was not correct how did you pull up my account and I have an email from Best Buy about my order. All she wanted to do was blame me for this and not try and cancel my order. Molly or Holly then said I need to go to the store and cancel my order, I went into Best Buy and tried Noel called and spoke with the same customer no service rep that I did and said the order can not be canceled because it has been forwarded to the warehouse. This is a bunch of BS, I have done everything I could to stop this order and Best Buy won't do anything for me. Best Buy needs to have representatives there that can help you, or maybe they don't because they are keeping your money and making you an unhappy customer. I too will dispute the charges thru my credit card. I see nobody from Best Buy has commented on this thread or tried to help with this matter.

[SD]

I also wanted to add, I ordered something from C City (will not let me say the complete name) online went to the store and bought it and went back to there web site and cancelled my order as easy as I made the order. To bad a company with great customer service is leaving my area. A business is as good as there customer service, service after the sale is just as important as service during the sale, Best Buy has dropped the ball on customer service after the sale. One dissatisfied customer tells 10 people, one satisfied customer tells one, I will rethink my purchases from know on.