Best Buy - Worst Packaging Ever
Shipping - Complaint
JACKSON, WYOMING -- Bestbuy.com
This has happened several times:
First with a Canon 7D which at purchase was $2,200
It was shipped in its original box slapping a shipping label on it and left at the door by UPS because BestBuy.com doesn't think that something so expensive should be shipped inside proper packaging and with signature confirmation.
Second: Ordered a hard drive and it was shipped without even a box but just inside a bubble envelope that didn't even say FRAGILE! Are we kidding? There's hardly anything more fragile than a hard drive. I heard a thud and that was the UPS guy throwing the package at the door. I don't blame UPS, for all the driver knew there could have been a brick inside the envelope.
Third: $1000 Canon Lens, shipped also in its original box with a label slapped on it
Fortunately I live in a small and honest community (and second floor). Somewhere else anyone seeing a Canon 7D box outside of a door would just help themselves to that.
Now try buying a camera or a lens or a hard drive from Amazon.com They will come in the best protective packaging you can hope for.
To add insult to the injury I contacted customer service through their website chat and an employee called D.B. answered. He hung up on me after my last message. See for yourself:
Hello and thank you for choosing Best Buy, my name is Brandon, how may I help you today?
I'm having troubles with my shipping address again, it changed itself
I see, may I ask what web browser you are currently using?
My shipping address must contain both physical and PO BOX and it won't let me do that , now it changed itself to POBOX only
I'm using Chrome
I see, may I ask that you try using Internet Explorer to make your purchase, it tends to work better with our website.
but it's not the browser, I've had this problem in the past and a customer service rep must change it from there, it doesn't seem like on my side I can put both
Chrome works just fine, I just need you to update my address please
I see just a few moments please.
Alright it is done.
Is there anything else I can help with today?
I have one more question if you don't mind
I would be glad to answer your question.
Is there a way to include a message with an online order? The problem is that when it comes to shipping BestBuy.com falls way short. Last year I ordered a $2000 camera (I'm a professional photographer) and it was shipped UPS with a label attached to its original box, then I ordered a hard drive and it was shipped in a bubble envelope
Same with an expensive lens
This is very delicate equipment and it needs to be shipped inside proper protected boxing.
Sure enough I had to send back some of the items
I see was there a problem with your purchase upon arrival?
I'm about to order a $3000 Canon 5D Mark II and I don't want that to happen again
I don't know and I don't want to find out. If the Hard Drives fails one month down the line because the way it was shipped I would lose thousands of images. Same with the lens and camera, they are delicate equipment and the mechanics could suffer from that
I'm sorry I do not understand what the problem was you do not want the original packaging?
plus their original box was never meant to be used for shipping
I don't mean to sound difficult but you know, as someone who spends thousands of dollars at Best Buy and with a BB credit card that has over $13,000 credit line I expect better
I would suggest that you purchase in store if you are concerned for the handling of your purchase.
Nobody, and I mean, nobody would ship a $2000 camera in its original box. plus it was left at the door, anyone could steal it
Unfortunately the nearest store is far away otherwise that would be easier
Of course Amazon.com has stellar packaging and stellar customer service, so this is the question that I would like to pass to your shipping management (I contacted them myself bu they never replied): Should they provide proper packaging (mind you, I'm asking for proper, not exceptional) or should I move my business completely to Amazon?
that is entirely up to you.
That's a strange answer for a business that is already struggling financially. I just asked you to pass it to the proper management. Nobody, once again, is asking you to provide excellent customer service (which I don't expect at this point) just to provide a adequate one. FRAGILE ITEMS REQUIRE CAREFUL HANDLING. Simple as that.
(After that the employee closed the chat)
Was it too much to ask to forward my request for proper shipping to management?