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New Member
Posts: 2
Registered: ‎11-02-2019

Terrible customer service

[ Edited ]

I purchased a washer and dryer from Best Buy on April 11, 2017. It was to be delivered in Miami.  It was reported as received but the shipping company that was to receive the items never received either of the items.  I initiated an investigation and received less than helpful assistance.  I was informed that I would have to contact my credit card company before they would initiate an investigation.   I contacted the credit card and I was informed that I needed to contact Best Buy Custom Care. The signature and the main on the delivery form was not someone that even worked at the shipping company.  Again I did not receive any assistance and up to this point I still have not received the items or compensation for what now appears to have been stolen items.  I had been an elite cart member for over 10 years.  However, the service that was offered has been beyond terrible.  I am cancelling my card as the service that has been provided, no longer warrants me being a member. The customer service provider with whom I exchanged multiple fruitless emails was Yolanda {removed per forum guidelines}. The other customer service individuals involved were {removed per forum guidelines}, J, and {removed per forum guidelines}, Marisol.ideally I would have liked to have received the items that were purchased.  These cost over 1000 dollars.  IV had to receive an apology or even acknowledgement that the care provided was less than exemplary

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Posts: 431
Topics: 33
Kudos: 99
Solutions: 29
Registered: ‎10-03-2017

Re: Terrible customer service

Hello there, drcrockett!

 

Welcome to our community! Not receiving an order when expected is never a good thing. I understand that this experience happened a few years back, so it is true that our options to assist would be limited currently. In your post, it sounds like you weren't having this order delivered to you yourself, and were instead trying to ship this to a third-party shipping company or service. Please know, that Best Buy does not ship to known freight forwarders or shipping companies, and once Best Buy has completed the delivery of an order, we would not be able to directly assist if the order was confirmed to have been delivered to a shipping company and is later said to be lost. Once the products have been successfully delivered, the responsibility then falls on the customer and the shipping company, and not Best Buy. In these cases you would need to work directly with the company that the products were delivered to, as Best Buy would not be able to assist in these cases. 

 

For this reason, Best Buy always recommends having an order shipped to yourself, and not to a third-party delivery service, as our options will be limited in the event of something like this happening. While I'm not sure what your intentions were in using a third-party delivery service, it's important to note that Best Buy does not ship internationally, and does not ship to known freight forwarders, as previously mentioned. For more information about this, please visit our International Orders page. 

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-02-2019

Re: Terrible customer service

What was somewhat usual was the fact that the items never were issued a tracking number and were purchased online and shipped from a Best Buy warehouse in Miami.
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Posts: 431
Topics: 33
Kudos: 99
Solutions: 29
Registered: ‎10-03-2017

Re: Terrible customer service

[ Edited ]

drcrockett,

 

As items that qualify for home delivery service are delivered by our shipping partners, and not through the normal mail package carriers, a tracking number would not be issued in these cases. We do keep you updated along the way via email, but you would not receive a tracking number of sorts like you would with an item that is delivered by regular mail.

 

Should you have any other questions, please feel free to let us know! 

 

Sincerely,

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