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Posts: 1
Registered: ‎10-13-2019

Chat reps need better training

[ Edited ]

Good Evening,


I was expecting a delivery that was scheduled today, I just wanted an eta so I contacted chat support. I told Ms.Torres that was expecting the delivery the same day, and just needed confirmation of the item. Gave her all the info order number, shipping cost and everything associated with the order. She took some time then came back and said she updated my address, that the delivery was expected on Tuesday rather than today Sunday. Why she updated the address when the address was already correct, I truly had no clue and was shocked why the delivery date was now changed. After a little back and forth of her saying she understood my frustration, I just asked her to transfer me to a manager if that was possible. She immediately said that the manager would tell me the same info, so that had me thinking and was somewhat put off. If managers have the same expertise and power as a customer service rep, I'm just curious why they even have an active supervisor on duty. Either way in speaking to Ms. Bunny {removed per forum guidelines} I was suprised to be told the same thing, and wondered why if the previous person messed up my delivery date that she couldn't fix it? I asked if she could cancel the order and just have me pick it up in the store, but didn't want to have any issues at the store level. I was having an ipad air with cellular connection delivered, and seeing that there was already one added to my at&t account wasn't sure if it would cause a problem. The major issue was I'm going on a trip tonight and wanted the use of the ipad, and would not be able to come back into town tuesday to get it and go back out of town. I've found Best Buy level of service to be going downhill the past few years, I've had countless issues with in store customer service issue now it's continuing. Lucky Amazon is filling that void so I think I might be more willing to go there way now. Losing a customer is probably not an issue, seeing that you have revenue from millions of other customers but my satisfaction should count.....


Thanks again Best buy

Posts: 2,172
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Registered: ‎10-19-2017

Re: Chat reps need better training

Hello, Blessed23,


Welcome to the forums!


I appreciate you taking the time to write us regarding your purchase. We try to pride ourselves in ensuring we provide great customer service, each and every time, and we expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I’d like to review this for you.

In order to better assist you, I am going to need some more details from you. Please send me a private message with your order number, full name, phone number, and e-mail address. To send it, click on the blue button next to my signature. I look forward to your response.


Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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