Best Buy Complaint - Stay clear of Best Buy
FOLSOM, CALIFORNIA -- My husband and I bought two Samsung phones through Best Buy in Feb. 2010. Our phones would not hold a charge more than ½ day so I called Folsom Best Buy on 12/10/10 and asked them if I could order some batteries for our cell phones they told me I would have to come to the store to initiate the order.
So on 12/13/10 we went to order the Samsung batteries at the Folsom Best Buy on Iron Point Way. We were in the store over two hours because the clerk tried to order them on the Geek squad computer(help desk) which they found they couldn’t do. The computer in the cell phone area and where the Geek Squad is are not compatible. So then they took me back to the cell phone area and called Best Buy customer service. I don’t think the clerk that was helping me was from that dept because it did not seem like he knew what he was doing but he was trying. After two hours in the store we were ready to leave. The clerk told me they were ordered and I should receive them within 7-14 working days at this time I received no paperwork but just glad the order was done and we could leave.
1/4/2011 around 2pm we went to Best Buy in Folsom to inquire about what the status of our batteries for our Samsung cell phones that we ordered over two weeks ago(12/13/10). Brittany helped as best she could. My complaint is not with her but with you. What good is it to have insurance when something goes wrong if what is wrong is not available to the consumer? Meaning we ordered two batteries for these phones like I said two weeks ago( at that time it took over two hours for the Best Buy clerk to get through to customer service and get the order right) and now we were told today that there is no ETA on this either because Best Buy does not have them in stock nor do they manufacture them so they have to be ordered and Best Buy is waiting on the order to come in? My order #’s are= 7829776 & 7830227 this is what the clerk gave me on 12/13/10 as reference #’s.
Brittany said that it is unusual for batteries to go bad? Does it matter what part of this phone goes bad? If I need batteries they should be at my disposal or tell me what the heck good is it to have your insurance we could have bought the batteries for as much as I have invested into this insurance this year! Now I have always bought products from you and have been quite satisfied till now. In fact we were thinking of buying a television but I have my doubts that I would want to buy one through you when I cant‘t even get a couple of simple batteries to keep my phone charged more than a day! You tell me what I should do? Then again you tell me what you would do? I thought this would be such a simple request that has turned into a nightmare of waiting, complaining and frustration.
We pay $6.99 per phone for insurance that is $13.98 a month for what you tell me? No telling how much longer we have to wait to get these. I am so dissatisfied it is unbelievable. Why can’t I just get the battery from the store when I go in? Why do they have to be sent to me? This is such bad customer service?
I called 1-888 237 8289 today and talked to James a representative for Best Buy after explaining my problem to him he told me that it doesn’t look like the order was completed that is why I have not received the batteries I requested? I asked James how that could be when I had the order #s of 7829776 & 7830227 these were given to me the SECOND time I had gone to Folsom Best Buy and asked them what had happened to my battery order? I asked to speak to a Sup I was given Greg I told him I was so tired of explaining this dilemma. What I needed is a resolution to this request. He told me that he sees that there are quite a few people who have dropped the ball and he said he would get me the batteries I needed plus a $20 gift certificate. Greg told me I should receive the batteries by Jan 24th. At this time Greg did not ask for any S/N on these phones he just reviewed what had been done for me which was basically nothing. He apologized and ordered them.
1/20/11 We received only 1 battery from UPS today at about 2:30pm that is why called Best Buy customer service and I got on Marie on the phone at 3:10pm asking her where my other battery was?
I tried to tell Marie how upset I was about all the mishaps that had happened and all the time I had invested in this and Marie told me, “lets move forward and not sit in the past!” I told her you have to learn from the past before you can move on otherwise we are going to make the same mistakes and I am sick of the mistakes being made! She told me she had to call parts and I told her I would hold she said Gabino ordered these phones and I told her no I got them and pay for the insurance. She asked if he was there and I said yes. She asked if we could get the s/n off the phone. I asked her where it could be found. We finally found it behind the battery and was to hard to read. We finally gave her the s/n and she said she would call us back. Marie finally called back and told us in a rude manner “ You gave me the wrong number.” I told her let me look at it again. I told her that give us a minute we will get the magnifying glass to read the numbers better. She said ,”that is your problem you are giving people the wrong s/n#s.” I told her wait a minute Marie my husband is 72 years old and I am 62 years old and our eyes are not the same as they used to be. That was mighty rude. We had made a mistake one of the numbers was actually a letter but the s/n is so small. . Anyway there was no excuse for her to be so rude she will be where we are some day and I hope no one treats her like she treated us. I also told her that if we would have known she was going to ask for that we could have had it ready but Greg never asked for the s/n. She then said she would call me back when she got the battery ordered.
1/20 Marie calls back 4:45pm just called back and told me that she has ordered the battery and it should arrive within 7-14 working days. She told me she could give me a $25 gift certificate and I told her now way I want $40 and the $20 that Greg promised me also. She said then she is through with my call.. I told her ,”No you are not through with my call till you follow thru and make sure I receive my battery and the gift certificates then you are through.” I also told her that my anger and disappointment is not directly at you as though it might seem that way but there have been so many people that have dropped the ball Including your co worker Greg. I told him I needed two batteries for the two phones and he ordered 1 battery . I had told him I pay 13.99 a month for two phones and I needed two batteries (1 for each phone what part of that did he not understand?). Marie told me whose to say that you didn’t get two batteries? I told her I resent that comment. I hope you aren’t trying to insinuate that I am being dishonest? I told her I have a slip that shows only 1 battery was ordered? You cannot hold me responsible for everyone’s inefficiency. I am not satisfied with the insurance or the customer service I have received. I respect efficiency and effective service I have received neither. I told Marie I could have went down into Sacramento to Batteries Plus and bought the batteries I needed right away instead of waiting and still waiting on a service that was supposed to be reliable and dependable. Well that is what they told me when I signed up??? I have spent $167.76 this year on insurance for these phones and all I wanted was a couple of Samsung batteries? What is your take on all of this!!!! What would you do if you were me?
2/3/2011 (4:05 pm)= Called Best Buy contact was Matthew I gave him my case # and order#. I asked him to look at the notes and help me out. He said he had no access to the parts dept so he was going to have to turn me over to them. Matthew after looking at the notes he apologized to me and said that the bad customer service that I received might have been due to the seasonal help they hire during that time. Matthew did give me confirmation order #’s for the new battery is: 82627859 and the order # for the return is: #82627944. He was very cordial and was sorry he couldn’t have done more to help me. Now that is good customer service compared to what I have experienced so far.
I have been turned over to Jeremy in the Geek Squad I gave him the information he asked for and he told me that my order had been cancelled because it was sent in as a duplicate order. So no one contacted me I would have never known what happened! I told him I wanted a refund for the insurance I have been paying on for over a year. He told me I understand your frustration and I would be upset to. He told me he was going to talk to Corporate Office and let them know what is happening so please hold for a few minutes. I told him my husband is 72 years old and has diabetes and high blood pressure I use these phones all the time it is imperative that I have these working. He said he would relay my concerns and put me on hold.
Dennis from Corporate office is on the phone now I told him what I wanted and he told me he couldn’t do any of what I asked. So why did he waste my time? He told me he was going to turn me over to Customer Care?
It is now 5:10pm and I have been disconnected “please hang up and dial the toll free # again.”
5:15pm I call back and get a hold of Candice in Geek Squad and she tries to put me over to Monthly billing which is closed and she said that is probably why I was disconnected….. Well thank you for that great exceptional customer service where your call counts.
She told me to call back tomorrow!!!
2/4/11: Called back 12:10pm Rep did not give me a name she forwarded me to the Mobile Unit while music played for 10 min.
12:30pm Elise said she cannot help me and forwarded me to her supervisor and then I am disconnected.
12:31pm Call back Cust Rep no name I told her I had been disconnected and would like to talk to Elise she told me she did not know anyone by that name but forwarded me to Corporate Office
12:45pm Ben said I will more than happy to cancel your plan but I cannot give you a refund. He said I am awfully sorry for what has taken place here but I do not have the power to issue a refund. I said I have waited this long to someone like yourself to get a resolution to this matter. And all I get is an apology I have had those since this all started and you know they don’t mean much to me anymore what a want is a resolution to this problem. Every time I call they tell me that I am going to receive exceptional customer service that is a guarantee. I told Ben I need to talk to someone above you.
1:00pm I have been turned over to Mary (Customer Relations) tells me there is nothing she can do for me. No refund.
I guess I am writing this is so no one like me is tricked into getting their fabulous cell phone insurance... buyer beware. It is not all what it is cracked up to be. Dont be a fool like I was..... stay clear if it is to good to be true it usually is.