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Posts: 1
Registered: ‎02-09-2018

Why Best Buy is Losing Business to Amazon

For the record, I rarely post a complaint to a forum.  In this instance, I was unable to find a customer service email on the Best Buy website to send a private email, and therefore I am using this forum to share my frustration with the Best Buy customer service folks.


A few weeks back, I was in the market for a new television set; nothing fancy.  I found the model online on both the Best Buy website and the Amazon website.  The prices were comparable.  I did want to get a techie's opinion on the model I selected, as well as see the TV first hand and compare it side-by-side with the other brands and models.  So, I opted to make the trip into my local Best Buy store (Orange Park).  While not a convenient location for me, it would achieve my objectives.  Additionally, I would be able to take the TV with me, and enjoy the Super Bowl on it.  That plan did not work out.


Firstly, I allowed the salesman at the BB store to convince me to buy a brand new model which just hit the store; a 2018 model with lots of great features.  Downside - the TV was not in stock; they only had the demo model in the store.  OK, so can I get it delivered in time for the game?  Yes, I am told, so I reluctantly make the purchase.  OK, that step is behind me, so I am eagerly awaiting delivery day.


Alas.  I receive a call about 4 days after the purchase, indicating I must reschedule the delivery.  I call in after hours to determine what the problem was, and was unable to get any information other than I had to reschedule the delivery.  OK, so I make a call the next day to the number I received from the voicemail.  The lady that took my call was not able to provide a reason for the reschedule; and could not provide me with any information on why the delivery had to be rescheduled.  So, we reschedule the delivery.  Uh Oh!  Won't be delivered until after the Super Bowl.  Bummer!  OK, so decide to hang in there with the purchase anyway.


As it turns out, I had to travel out of town the day the TV was to be delivered.  My wife graciously took the afternoon off work to be here for the delivery.  Around 4:15 pm (the delivery was scheduled between 12 and 4 that afternoon), my wife called the local store to determine what time the deliquent delivery truck would arrive.  After going through the information negotiation with the folks at the store over the phone, my wife learns that the order had been cancelled a couple of days earlier.  When asked if we could get in touch with the BB employee who cancelled the order, she was told the employee was not working that day.  And, there was no additional information on why the order was cancelled.  So, it is now necessary to re-order the TV.


In BB's defense, they called me to discuss it with me; and offered to place a new order over the phone.  Needless to say, I will not be doing that; and will likely place an order with Amazon this weekend.  They did indicate my credit card would be credited for the purchase; which indeed it has at this time.


This experience is not the same Best Buy experience I have come to expect over the last 20+ years I've been purchasing electronics from Best Buy; and is why BB is losing out to Amazon.

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Registered: ‎08-21-2017

Re: Why Best Buy is Losing Business to Amazon

Hello Mbkoros-


Thank you for taking the time to register to our Forum and leting us know about your recent experience purchasing a TV for delivery with us. I am disheartened to hear that you had such a difficult time getting this TV and that your original appointment was delayed and then your order cancelled. I can absolutely understand how frustrating it would be to see that your brand new TV wouldn't be available for exactly what you wanted it for. 


I appreciate you taking the time to give us your feedback about this order. I know that this process was disappointing and I apologize for all issues you encountered scheduling your delivery. This definitely isn't the expert customer service that we strive to bring our customers every day. I hope that one day we can welcome you back to one of our locations so we can earn your trust back for future purchases. 


Please let me know if I can do anything to assist you, I am happy to help as much as I can. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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Registered: ‎09-29-2008

Re: Why Best Buy is Losing Business to Amazon