jw109 Posted November 27, 2011 Posted November 27, 2011 So, I placed an order from them on 11/19 and estimated arrival date to store was 11/25. Order still showing in process... and the customer service rep says it's on backorder. First, I should note that for this tablet, I used a $100 gift card toward the balance, and the rest came out of my PayPal account on 11/21. So, I call today to ask that the money I paid (between gift card and paypay) be applied toward another tablet and this one canceled. I threw away the gift card too btw! So, they say they can't transfer the payment and that If I canceled this one, they would have to mail me a new gift card FOR SECURITY PURPOSES!! I said, that doesn't make sense. By the time I get the new gift card in the mail, the sale price for the other one won't be valid. They say they are unable to look up the gift card number (that I used on the tablet)..?? What?! So..transfer my payment to the new order and cancel the other one (like an exchange). Their system isn't capable of doing that, they said! What?! Am I talking to BEST BUY or a Mom and Pop shop? I was on the phone from 8:31 - 11:17 with no resolution being transferred from one idiot to another. It took almost 1 hour to get the good for nothing supervisor on the phone who was rude as heck! So, I will never ever as long as I live give them my business again!
racerfan Posted November 27, 2011 Posted November 27, 2011 Contact BB Corporate and let them know. There is no way I would tolerate them being rude to me. Don't let them get away with it
jw109 Posted November 27, 2011 Author Posted November 27, 2011 I tried to find information to E-mail corporate but the only address I come up with is : info@bestbuy.com. I'm telling you, the supervisor PAT, was so rude. First, the poor CS rep had to keep me on the line while she messaged the supervisor back and forth for such a long time, instead of the supervisor taking the call. I felt bad for the rep because it wasn't her fault. AND..when I told Pat (who was about 120 years old) that I wanted to talk to her manager, she told me NO. WTF?! NO, really?? UGGHH!!
tinkrbel Posted November 27, 2011 Posted November 27, 2011 At that point I request to speak to the manager and when they can't help request corporate info from them as they MUST provide to anyone who requests it. It's entirely possible you got an uninformed or lazy rep but some "managers" are just as useless. It takes time but I usually get to the bottom of things, if need be call back and request immediately to speak to manager. Advise them you can wait all day if need be because they'll never call you back AND document through the website contact us option too.
jaymacfla Posted November 27, 2011 Posted November 27, 2011 Perhaps you are the one who is being unreasonable. It seems like they were trying to get the item to you, even if it had to be back-ordered. This is why the experts on here tell you to not put all of your eggs in one basket, especially on online orders bundled with giftcards and the like. With all of the fraud going on out there, mailing you a new giftcard is completely legitimate. There are always two sides to the story. You may have been rude as well, and didn't even realize it since you were upset. Telephone supervisors will often react to a customer's demeanor. This does not excuse bad behavior, and most conversations are recorded for quality/managerial review. If you were just as rude, they will ignore your plea. If you were in the right, the supervisor will take the hit. My advice to you is to talk to a community relations person on the bestbuy forums website. Do not respond to forum posts by trolls and plants from the company. they will contact you by private message.
jw109 Posted November 27, 2011 Author Posted November 27, 2011 To start with, I was in no way rude. I called Best Buy at 8:31. I got an operator who transferred me to "computers". This was after I explained what I wanted to do. Approx 30 min goes by on hold, I was routed back to the operator, who doesn't understand why that happened but has been seeing it over the last 2 days. Off to computers again. Waited yet another 30 minutes and I get ANOTHER operator. This time, she transfers me to someone directly and waits on the line. He tries to help me, puts me on hold and guess what?? In about 10 more minutes of hold, I get ANOTHER operator. This one transfers me to someone else to help me. This lady was very nice, and I was nice to her. What is unreasonable about my request? I wasn't blaming Best Buy for the item being on backorder. I simply asked to transfer my payment ($100 in gift card and the other 115 in paypal) to another item that was NOT back ordered. How is that unreasonable? The ONLY person I was rude to in this entire almost 3 hour waste of my time, was Pat, the Supervisor and that is only because she was completely off of her rocker with rudeness. She already anticipated me being stubborn because I told the sales rep that I would not hang up until this was resolved. And..she absolutely refused to transfer me to a manager.. I wish I had thought of asking for corporate info. So, if anybody else thinks I was unreasonable in my request, please share the reasons why so that I can see another point of view so I won't be so darned angry. Thanks!
speeddiva Posted November 27, 2011 Posted November 27, 2011 Corporate Phone Number: 1-612-291-1000Corporate Fax Number: 1-612-292-4001Corporate Email: info@bestbuy.comBradbury H. Anderson, Vice Chairman & CEO Best Buy Co., Inc. 7601 Penn Avenue South Richfield, MN 55423-3645 Phone: 612-292-2453 Email: brad.anderson@bestbuy.com
tehlilone Posted November 27, 2011 Posted November 27, 2011 I'm kind irritated at them too. They just don't seem to know what they're doing. We ordered the PS3 bundle and were informed that it was on backorder. The email specifically stated to contact them if we weren't happy with waiting up to 30 days for it. We called them to let them know we want to cancel and it wouldn't let us online. The rep at first just insisted she couldn't cancel it without telling us a reason why. Then she told us their system was bogged down and delayed but we should be able to cancel it ourselves online when the status changed in a few hours. Fast forward a day of checking and we contact them again. Now they say they can't cancel the backordered item and we'll have to wait until it arrives and return it for a refund. It's my bf's card so he didn't mind but I was very irritated for the wrong information and lack of help from customer service. I don't really think you we're wrong in being upset in what you wanted done. They giftcard thing sucks but I can see why it's a security issue. However, couldn't they send you an ecard to your email or something more immediate instead?
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