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New Member
Posts: 2
Registered: ‎10-24-2019

Problems Getting an order I place, phone support unable to resolve

[ Edited ]

Good Morning, 

 

Yesterday morning I placed an order online for a television, wall mount, and HDMI cord. The later 2 items are beign shipped but the order stated the television had to be delivered. I was directed to set up deliver, and set up Monday 10/28. Shortly after I received notification to reschedule my delivery as Best Buy had cancelled it. I rescheduled for 10/29 AM window. Again, shortly after I received a reschedule notification. I rescheduled for 10/29 PM window. Again... it was cancelled by Best Buy. I rescheduled for Sat 10/26. About an hour later I received another reschedule notice. I contacted customer service who apologized, stated there were no issues and scheduled the delivery again for 10/26. Two hours later I received ANOTHER reschedule notice from Best Buy. I called customer service again and spoke with someone very unhelpful, who condescendingly told me I must be doing it wrong, and clearly hadnt chosen any of the available days. He stated I needed to schedule it for 10/26, 10/28 or 10/29 as directed on the prompts. I explained that I had done this multiple times and was very frustrated. That I placed a $1000 order and it should not be this complicated. He continued to offer to schedule for 10/26 and I asked for a supervisor, as I dont want to keep rescheduling and feel there is some type of internal error (not an error on my end as he was implying). He transferred me to someone else, who promplty told methe first rep was  "jut doing his job". After researching the problem this rep explained that the item was being tranferred from a warehouse, and was not schedule to be in Best Buy delivery possesion until 10/26. He felt that any delivery after 10/28 should be fine, and this was why it was being cancelled. He rescheduled the delivery for Sunday 11/3 and told me he was confident the problem was resolved. I told him I was not confident, as I felt that BB was giving me the run around and not truly figuing out what the problem was. He provided a case # ({removed per forum guidelines}) and again assured me he had looked into everything and my delivery was set. One hour later, I received another delivery reschedule notice. I called again, extremely frustrated. The rep I spoke with again tried to tell me there were no problems and I just needed to reschedule as prompted. I asked for a supervisor, who said he was unable to explain why this was happening. He promised to look into the problem and contact me, but I have not heard from anyone yet. My order delivery has been rescheduled more than 10 times at this point. Hoping you can help - I am beyong frustrated with this order experience and the lack of empathy and resolution on the part of Best Buy. Spending my hard earned money should not be this complicated. 

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Posts: 2,250
Topics: 29
Kudos: 124
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Registered: ‎10-19-2017

Re: Problems Getting an order I place, phone support unable to resolve

Hello, ne2990,

 

Welcome to the Best Buy Forums!

 

I appreciate you taking the time to write us regarding TV purchase. We try to pride ourselves in ensuring we provide great customer service. It saddens me to read about your experience. We definitely expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I would just as upset if that would have happened to me, and I apologize for any inconvenience this may have caused. I truly appreciate your business, and I am happy to see that your TV is finally scheduled for delivery. I thank you for sharing your feedback regarding your experience. Thanks again for reaching out to us, and don’t hesitate to reach out to us if you have any questions.

 

Respectfully,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-24-2019

Re: Problems Getting an order I place, phone support unable to resolve

Hello and thank you for your response. Actually nothing has been resolved at this point. Best Buy continues to tell me that they are unsure of why the deliveries continued to be cancelled, and have suggested on more than one occasion that I simply cancel the order and choose a different product. My husband wants THIS TV. Tomorrow is his birthday... it was intended to be a surprise for him which clearly will not happen. When the Best Buy representatives suggested (twice now) that I cancel my order and choose a different product I have explained this. Also, this TV is still listed for sale, nothing indicated limited stock, low inventory or out of stock, yet BB reps have suggested that maybe the item is not really available, and that is the reason for the errors/cancellations. No one is able to provide any definitive information. I have been communicating with someone by the name if Xavier, who was supposed to call me back with more information on Friday. Friday evening I reached out to him as I had not heard back. After again suggesting I cancel the order, he finally agreed to "try harder" to figure out what is going on, and get back to me on Monday. In the meantime, I chose available delivery dates, waited for my cancellation, and then pursued an even later date until one stuck. At this time I have no idea if/when I will receive the TV. The delivery date is currently schedule for Nov 9. However, it has been scheduled, and then arbitrarity cancelled by BB more times than I can count. I am unsure of how to escalate this but I have spent HOURS on the phone with no resolution in sight. When I ordered the product it said that I could receive deliery as early as Friday Oct 25. Clearly that is not the case. If I try to order the item today, it says it can be delivered as soon as Nov 3. Again, not the case. My frustration continues to grow with the blaise responses I am getting from the customer service team. 

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Posts: 2,250
Topics: 29
Kudos: 124
Solutions: 118
Registered: ‎10-19-2017

Re: Problems Getting an order I place, phone support unable to resolve

I understand, ne2990. First, happy birthday to your hubby! I had a similar situation when I ordered my new appliances in July. The microwave I chose showed available, although it was not anywhere near my area, and in the end, I had to get a different one a little more expensive. I know the website will still show it as available, if it is available somewhere else. I am happy to look into this for you a bit further, and make his birthday a better one. Please, send me a private message with your full name, phone number, and e-mail address. To send it, click on the blue button next to my signature.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!