09-04-2019 03:45 PM
I just wanted to give some feedback regarding the terrible experience with my preorder and awful phone support I just received. I pre-ordered a 4K movie which was supposed to be delivered on release day (yesterday) and it never showed up. I received an email from Best Buy (on THE DAY it was supposed to arrive) saying that it was backordered. First of all, when you preorder something, that's to guarantee you get it on launch day and won't be subject to out of stock problems....otherwise, WHAT would be the point of a PRE-order?? NONE. No point whatsoever! Second of all, I never choose the shipping option if I can help it. Even though I am Elite Plus and supposed to receive fast free shipping, I have been charged for shipping on some orders and they take FOREVER to arrive. However, the "store pickup" option was not available for this item, so I had no choice but to select the horrible shipping. This is usually the case for items which are not going to be carried in store, which happens a lot with movies and games. Well, I look at the Best buy site today and whaddya know....the movie is in stores.
I call to get my order switched to "store pickup" so I can get it today (one day late). Well, the first agent I spoke with was very kind and confirmed that the movie was in backordered state for shipping. She also confirmed that the stores near me have it in stock. Then she confirmed that since the item was backordered, they would be able to either switch it to store pickup or just cancel it so I could reorder. She said her department didn't have the ability to perform this, so she would transfer me to the one that could. Here's where I ran into more trouble. I was transferred to a support center which was pretty obviously not located here in the states, where the first was. I am an Elite Plus member (after spending several thousands of dollars at Best Buy) and I was treated like a nuisance for calling to try and get support. I was told repeatedly by this agent that what the previous agent had confirmed to me could NOT be done. That the item was backordered until at earliest October 4th (over 1 full month after release date) and that I couldn't cancel the order either. That I would just have to wait. I politely told him what the previous agent had confirmed to me and asked to be transferred to the correct department who could get the order changed. He refused to transfer me to anyone and kept repeating that the order could not be cancelled or modified in any way, despite its backordered status. I then asked for him to please escalate the call to a supervisor for additional support since he could not help and refused to transfer me to someone who COULD help. He refused to escalate the call to a supervisor after I asked multiple times and just kept repeating the same thing, that the order cannot be cancelled or modified in any way.
I work in a Concierge Level Diamond Support for the top 0.3% of my company's clientele. This type of experience is NOT what you expect when spending thousands of dollars to become "Elite Plus". This obviously means absolutely nothing to Best Buy or their foreign contact center temp employees. I was treated like trash, my issue was not resolved, I had to place an additional order for store pickup and now I'll have to go to the trouble of making another trip to a store or UPS location to return the first order, if it ever ships. I'm also going to lose the $5 rewards certificate I used on the first order. You've really been slipping in all areas for the past year or more, Best Buy. I won't come close to even Elite this year, because I've diverted so much of my business to competing establishments. When your market share really starts to slip and your stocks are in freefall, remember what got you here, Best Buy. Lousy customer support, dissolving beloved programs like Gamers Club Unlocked, and policy changes that just screw your disappearing customers.
09-06-2019 03:42 PM
Thanks for reconnecting here on the Best Buy Forums. Welcome back!
I pre-order games and movies quite often, so I can certainly understand the anticipation and excitement associated with receiving it on release day. I would be seeking some support as well if I received an email stating otherwise, and I apologize if you did not receive the exceptional customer service we aim to provide when doing so.
On top of documenting your concerns and feedback here at the Corporate Campus, I would love the chance to look into this further for you, and see what options we may have available.
To do so, can you please send me a private message by clicking on the blue box in my signature below? Please include your full name, email, phone number, and order number in the private message.
09-06-2019 06:01 PM
I tried to send you the private message, but it gave me the following error: You have reached the limit for number of private messages that you can send for now. Please try again later
Please check to see if you received the message. Thanks.
09-06-2019 06:44 PM
That sounds a bit odd, and I haven’t gotten any messages, so we’ll try again! Please clear your browser cache and cookies, and try to send the message privately one more time. If that doesn’t work, please let me know!