Best Buy Complaint - Washed Up or My Quest to Talk to a Human
On Sunday Nov 22nd 2009, the local BestBuy flier included a great deal on a LG Washer/Dryer combo. My wife and I briefly discussed and decided we should go for it.
I called the local store and they stated that they'd already sold out, but suggested I go online to BestBuy.com. No problem, I hopped on the trusty computer and 15 min later I'd ordered our brand new washer/dryer and picked the delivery date of Nov 29th. This is where the happy part of the story ends...
A few hours later I get a notice that the ship date I picked wasn't available. No problem I thought. I'll just call them up and get it fixed.
After about 30 min on hold I finally get through to an agent. She states that sometimes the site and the local shipper aren't in sync as far as available shipping dates, but she helps me pick a new date(Nov 30th).
Nov 30th rolls around and I have to take a half day off of work so I can be home when they deliver the washer/dryer. About 12:00pm I start getting a little nervous so I decide to call them to verify the delivery. Again after 30 min on hold I get through to a very nice representative who apologizes because their systems are down "for update". Hello, it's cyber Monday. I doubt that the systems were being updated. She says to call back in 1 hour and they should be able to tell me my status.
An hour goes by and back into the wait que. I finally get to a person who proceeds to read me a predefined script about how the systems are down and hangs up on me before I can say anything...
OK, deep breath...
Call back again, wait again, this time I stop the person from reading the script and try to explain that I'm just looking to see if my washer/dryer are being delivered. She tries a number of ways but has no luck, because she can't look anything up by order number currently. She does however give me the number of my local BB store as it's the local warehouse for deliveries and suggests I call.
Calling the local store. After about 15min on hold I get through to a customer service agent and then get transferred to the warehouse. The gentlemen tells me he'll look into it and call me back. About 50 min later the phone rings and I get to talk to an extremely helpful woman named Linda. Linda has been working on the issue but has run into the same roadblocks I did (and she works there). She suggests that I continue to try and get through later in the evening and tell them to ship the product to the store instead of my home, and then she'll figure out how to get it to me. She provides me her direct line and I thank her for her help and promise to call back once I've made some progress.
It's now about 10pm on 30th and I've basically wasted the whole day trying to get through and get an answer, but I figure I'll try one more time and see if the systems are back up.
Call, wait 10min, new message "We're sorry but all online agents are busy. Please try to call back later." CLICK...
OK, that's enough for tonight...
Dec 1, 2009.
Off to work to try and make up the time I missed yesterday. Get a break around 10am, and decide to call BB. Call, wait 10, "We're sorry", CLICK.
OK this is starting to get to me. All I want to do is get my washer and dryer shipped. This should be easy.
I give it another hour and try again.. Call, wait, CLICK... arrrrrghhhh
One more try at 1:00pm. Decide to take a new route and get the operator instead of the automated method. Tell her I've been getting cut off. She apologizes and attempts to manually transfer me. I end up in a hold que. 45min later I get transferred to someones voicemail box that's full and then it hangs up on me...
I'm at a loss. I understand it's the holiday season and they're busy. I understand computer systems having issues (it's what I do for a living)...but why oh why can't I just talk to a human. Any human...I would have even been happy with the guy with the full voicemail box...
.. I'll try again later, and keep trying. Hopefully before Christmas I'll find a human willing to help... Will update when I've found a solution...
UPDATE - I actually talked to a person!!!
Dec 1st, 2009
OK, So last night I finally get ahold of a person. Lo and behold, the washer/dryer is no longer available. I ask what they can do for me and I'm transferred to a "team lead". After explaining the situation AGAIN to the team lead, he assures me that they'll make it right and is going to pass my case to the "customer care" team. I ask when to expect to hear from them and he replies "3-7 days". WHAT? 3-7 days, are you kidding me? I ask if they can expedite the handling of the case at all, and he promises to physically walk the case over to the dept and let them know. Who knows what's going to happen next, but I'll keep posting as I hear more.
Dec 3rd, 2009
Still nothing from "customer care" so here we go again. Call in and get ahold of another customer service rep. She puts me on hold to read my case notes. After explaining again what happened and that I understand my original choice isn't available I give her our new choice of model, she puts me on hold again and tells me she'll see what she can do. She comes back and tells me she'll give me free shipping on the new washer/dryer, but I'll have to pay full price.
OK, now I pitch a fit.. this is ridiculous. Tell her I need to talk to a supervisor. She puts me on hold again. I talk to the supervisor and he basically tells me that that's the best they can do. Refund my shipping, and if I choose I can call the corporate office if I'd like to try and take it further.....LOL..
Not sure where to take this next, but I guarantee I'm not done yet...
March 25th - 2010
... It's been awhile but since there are some recent updates to the story I thought I'd let everyone know.
So back in December after the above debacle I gave up on BB. No results from corporate, online, or the store, so I went and purchased a new washer/dryer from a local company and have been happy ever since... until recently.
On March 6th I'm sitting at home minding my own business when I get a call from my credit card company. Apparently there had been a number of charges on my credit card that day that were abnormal. So they go through the list: charge from out of town, Yup, that's my wife, charge from PayPal, yup that's me, charge to BestBuy...wait a minute.
Apparently after 5 months (yes 5 months) BestBuy got a returned set back in the warehouse and decided to attempt to charge me for them. Now not only did they not bother to contact me, or setup a delivery, but they attempted to charge my CC long after the initial charge authorization had expired.
Luckily my CC company was nice enough to cancel the card and issue me a new one.
Then I begin getting emails from BestBuy daily asking me to call in to update my credit card info so they can charge me or they're going to cancel my order....LOL..LOL..LOL...
While I didn't win the fight I at least got one last poke to the eye of BestBuy before I lost..
If nothing else comes from this I pray that it helps someone in the future to avoid them at all costs.
Thanks for reading