Best Buy Complaint - Customer Service
PITTSBURGH, PENNSYLVANIA -- On December 19 2008 I went online to purchase a 42" Sony Bravia 1080 LCD flat screen TV. The item was In Stock and Available online but not in stores. So I purchased the item using Best Buy Gift Cards. My purchase price was 1100.00. With the order confirmation I was asked when I would like delivery on my TV. The dates were Dec. 24 through Jan. 4, 2009. I chose Dec 26 because I didn't want the TV for Christmas but wanted it to be installed and in use by New Years Day. On Christmas Eve I received a phone call that said my delivery date was to be pushed back to Dec. 31. I called the warehouse delivery service and they told me to contact Best Buy online. I called the service number of 888-BESTBUY. And of course was put on hold for 40 minutes. When I did get in touch with a representative and told him the Dec 31 delivery date was unacceptable, he told me someone would get in touch with me by phone on Dec. 26.
I waited around all day for delivery of my TV or a phone call. At 8:30pm when I figured I was wasting time, I called the number again. Once again I was on hold waiting for a customer representative I got through to a young woman named Kelsy, who was very rude. After telling her my situation and complaining that I expected delivery on the 26th now I had t wait until the 31st, she said "Why don't you just buy the TV from someone else!" I was astounded. I asked her if she meant that, even tough she was employed by Best Buy she was suggesting that I spend my money at another store. Her reply, "I just frigging work here!" Shocker! I told her that her manager may want to know her "loyalty" to the company and asked to speak to the manager. She put me on hold again and I remained there for 15 minutes until I hung and redialed. I asked for a manager. I got a supervisor for customer relations. I told him my story and he asked if I was sure this was what was said.
I laughed and said it's hard to make up, I just frigging work here. I told him that while I was on hold I heard the recorded message say "calls may be monitored for quality and training purposes." I said I hoped that the phone call to Kelsy was indeed recorded. He put me in touch with the warehouse and while he was on the line the warehouse manager tried to contact the manager of the Pittsburgh warehouse to find out about deliver of my TV. They had closed for the evening, but he gave me phone number to call the next day. I told him I would call the number and also told him that this was unacceptable service from Best Buy, I wanted my TV by Monday Dec 29th. I called the number on Saturday and there was no answer. On Monday I tried once again to call the 888BestBuy number and once again was on hold. This was during my lunch hour at work. When I got to a customer service representative Jan, she was very nice and considerate. She read all the case numbers and was very shocked about the response Kelsy gave me as well.
I told her I thought I should be compensated for the aggravation and nuisance I had been having with this delivery nightmare. I told her I should get a warranty agreement on the TV for free. She said she agreed that I should be compensated with something, but unfortunately she did not have the authority to dispense that kind of compensation. She forwarded my call to Customer Fulfillment who could not assist me either and they sent me to Consumer Relations. The manager there told me the best they could do was to give me 70.00 gift card to Best Buy to cover shipping expense on the TV. I said No because I don't intend to purchase anything from Best Buy ever again.
Today while I was at work I received another phone call that said my delivery date was now pushed back from Dec 31st. I called 888BESTBUY once again and demanded to speak to a manager immediately. I got a customer representative who would not put me through to a manager until I told her my story. Finally the floor supervisor, Cory, spoke with me told me he could not do anything about the delivery nightmare. He too, was rude. When I told him that if Best Buy depended on the service side of their business for their bread and butter, they would be bankrupt, he said thank you for calling Best Buy and hung up on me. So now, Best Buy has my money and my TV. I am told the next delivery date for the TV is January 15th nearly 1 month after purchase. You might say, why don't you just cancel the order and buy it somewhere else. Because I purchased the TV with Best Buy gift cards, they refuse to refund cash. They will only refund a gift card. So I would have $1100.00 worth of gift cards from Best Buy that I would NOT use. So I am very frustrated.
I am writing to everyone who will listen. I am telling everyone who will listen and trying to find more places to complain about this company regarding their service and dishonesty regarding IN STOCK/AVAILABLE items and guaranteed delivery dates. We'll see the outcome.
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