I don't ever post anything like this, but my experiences at Best Buy have been horrible in the past few months. I just wanted to share the email I recently wrote them. I'm not trying to start a flaming war against them, but I want them to be responsible for their actions. If and when they respond to me, I'll post their response. I told them I'm making this public. I've never done this before in my life. I understand customer service isn't perfect, but this is pretty much it for my shopping experiences with Best Buy. I modified only personal information I gave them. Keep reading if you dare...(would've been a good Halloween post haha).
My name is Paul ?????, please look my account up by my phone number xxx-xxx-xxxx.
Over the past few months I've grown more and more dissatisfied with Best Buy as a whole. Let me guide you through a timeline that I believe even a Best Buy employee should be able to understand:
- I've had two unique attempts at trying to place online preorders (one was for GTA V, another for a batch of Xbox One games) where your online interface REFUSED to let me make my purchase, simply telling me "there was an error with your order", but not TELLING me what the error was and how I could fix it. I'm simplifying things a bit as I attempted the GTA V order over 10 times before I was able to randomly have it succeed once. As for the Xbox One preorder, I couldn't get this to go through at all. I ended up having to call customer service where I spent about 25 minutes getting my order placed *slams head on desk*. Since I had 4 gift cards I was using for the order and 1 reward zone certificate, it was an extremely painful experience. After explaining MULTIPLE times that your online ordering system is apparently broken, all I ever get is a "I'm sorry for your trouble". Sorry for my trouble? Really? No one could explain to me why I was having the issue that I was having, and having these two instances take place months apart from one another, it's incredibly disappointing to see it hasn't been resolved yet. To me, this is a great example of Best Buy being aware of an issue, but not be willing to actually fix it. I understand these "glitches" may take time to fix, but come on, it's been a few months, GET YOUR ACT TOGETHER.
- There used to be a dedicated check-out for the video game section in Best Buy. From my experience, I almost ALWAYS saw someone either using that employee for: help with a question, purchasing games, or trading games in. Now that's gone, and for anyone who wants to trade games in, they get to wait in the never-ending customer service line. The last time I traded games in, I had to wait 50 minutes, FIFTY MINUTES to do a three minute transaction. I understand it gets busy at times, but why in the world is there not a separate section to trade-in games since it takes so little time to do so? At the time, I almost left because I didn't think it was worth it, but having already invested (30) minutes of my time, I stuck through for that instance. I can tell you now that I won't be trading games in ever again at Best Buy as MY TIME is incredibly valuable to me. Working full time and managing a staff on top of taking care of my house that I single-handedly own takes an incredible amount of time out of my life. I don't need Best Buy wasting my precious minutes simply because they're trying to cut corners. (P.S. the 3 other lovely women waiting in line with me that day were even more displeased than I was).
- A random, but ultimately disappointing change came with your recent return policy. Having only 15 days to return something seems ridiculous and is the lowest amount of time amongst all retailers. Why not change your price-matching policy to 15 days, and keep returns at 30? I won't even go into how my father was screwed over because he bought a present for his wife, ended up having to return it, but wasn't able to because the employee he bought it from never informed him of the 15 day return window. I don't care if it says it on the receipt, when you have this drastic of a chance, you need to verbally tell the employee of the change. This should be a practice for the next 6 months after the change has taken place. Yes, 6 months. This ensures you hit most of your market that would make purchases at Best Buy at some point during the year.
- Finally, let me get to the straw that broke the camel's back. And again, I URGE you to look up my account, you'll find all of my experiences documented under whatever archaic system Best Buy uses. I call in yesterday to modify my preorder for the Xbox One games I made back at bullet point one. One of the games I ordered had it's release date delayed, so I wanted to swap that game out for another. After talking with the first two employees, they CANCEL my game (Watch Dogs for Xbox One) when I explicitly told them NOT to. The reason I told them not to cancel my game was because I had (4) gift cards used on the order. I no longer have the gift cards (I'm not into the practice of hording trash, and I call it trash because the cards had already been used) so I don't want to lose my money on those. After them telling me they already canceled it and they can't reverse it (I could've canceled the game online myself, why would I call customer service to do this?), they transferred me to customer service rep #3. Now they're telling me that they can't swap items on an order that's already been placed even though I stressed that I DON'T HAVE THE GAMES, and THEY HAVEN'T RELEASED. Amongst all of this anarchy (Yes, Anarchy, is there any kind of control in place behind those scenes? Doesn't seem like it as no one knows how to do their job), I find it increasingly hard to hear and understand the Best Buy customer service reps. I thought this was my phone, but later on discover it's the communication system being used by specific customer service reps (some sounded crystal clear, others were IMPOSSIBLE to understand, and between being transferred I noticed the "elevator music" being muted to about 20% of the volume I initially heard it between other transfers. Another item to fix Best Buy) At this point I'm on customer service employee five or six (I lost count and was losing patience, but kept tying to be polite as they were just doing their job) at which point they hang up on me. I look at my phone...in complete disgust...a call time of 57 minutes and some change. With no choice, I reluctantly call back asking for a manager immediately. After spending about five minutes on the phone this time, the customer service employee hangs up on me AGAIN. I assure you this is not my phone. I had 4 out of 5 bars and have never in my life experienced dropped calls from my end since switching my service provider. And, once again, it was extremely hard to hear and understand that specific customer service employee (whether they were a manager or not, I don't know). When I initially call in, customer service sounds clear. The more they transferred me around like a ping-pong ball, the worse their connection got. I call a third time, almost having no clue what I'm calling about at this point. Exhausted...extremely upset, I just wanted this experience to be over with. Give me my money back that is rightfully mine and I'll complete the order that no one seems to have the ability to do. THANKFULLY I talked with someone who seemed intelligent and polite. I didn't get my game ordered, but she at least placed an order for replacement gift cards to be sent to me (not what I wanted, but at that point I didn't care). This was an absolute nightmare, and as if the first two bullet points don't make me want to stay away from Best Buy permanently, the last surely does.