On Monday, I ordered a set of speaker stands online I'll be honest, I didn't see the option to enter a shipping address. Once I entered my billing address, I thought I was done. However, the shipping address defaulted to the last address to which I had shipped a gift. The order confirmation page clearly displayed a link to the shipping address and, when I realized the error, I immediately called the customer service number. That is where the "fun" began.
The automated response indicated that the wait time was between 43 minutes and 1 hour 6 minutes (a little slow, but so be it), and offered my the option of a call-back (which I opted for).
I got the call more than 2 hours later. The guy on the phone understood the problem and went to seek advice. I was told that he was not empowered to make a change to the shipping address, but he would submit my issue to another department, which would get back to me tomorrow. When I pointed out to him that tomorrow would probably be too late to change the shipping address, he assured the that the "other department" would take care of it.
Tomorrow came and went, with no phone call. I submitted an email to customer reponse at end-of-business on Tuesday.
Wednesday afternoon, I got an automated email proudly proclaiming that my order had been shipped (to the worng address). At the end of that day, I submitted another email to customer service asking them if their department was just some kind of cruel "practical joke" at their customer's expense.
Thurdsay, I got a response to the first customer service email (sent Tuesday), reiterating the UPS tracking number, with an explanation that undeliverable packages would be returned to BestBuy. To my surprise (well, not really; I had already surmised the level of "customer service" I was going to receive), there was no response to my complaints about the slow response times.
It's Friday now. No sense waiting for a phone call. I'll have to pay for shipping (again) to get my package delivered to me. The only thing left is to vent in this forum.
So, to BestBuy's customer service, I say that this frustration could have been avoided :
If the lag-time in your phone-call response wasn't so slow (2+ hours is not reasonable for urgent issues).
If your man on the phone wasn't so powerless (or unwilling?) to get the shipping address changed.
If he hadn't brushed me off, telling me that "another department will get back to me, tomorrow". Where's the sense of urgency, here? Surely he must have realized that you cannot indefinitely put off changing a shipping address once the order has been placed!
If only somebody had actually gotten back to me when promised.
The problem lies with customer service, and I believe that the root of the problem comes from the top (not the lower echelons). Either you are not properly staffed, not empowered, or the established corporate culture has been one of apathy. Either way, the problem lies with your executive staff.
In today's economy, you cannot afford to piss-off your customers.
Mistakes will always happen. What defines you as a company is how you deal with them.
In this case, your rating is "Poor", and people will ultimately vote with their feet (i.e. go somewhere else; you guys could take a lesson from New Egg).
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Elizabeth-BBY
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