My experience with Best Buy's customer service number 1-888-BEST BUY was exceptionally and unbelievably poor. I spoke with three different people and was horribly disappointed. Here's my story:
I wanted to buy an IPOD Touch for my oldest son. He had been waiting for one for weeks before Christmas and now we were finally able to get him one. So yesterday, Friday, I checked the Best Buy five minutes from my home but they didn't have any in stock. After checking online and finding availability at a Best Buy 30 minutes away, I ordered online and chose in-store pickup. I was so happy thinking I'd have it in hand in less than an hour so I was willing to drive to a store 30 minutes away. The online order told me to wait for a confirmation email to take with me when I picked up the item. When I got the email, it said that the item was not available in that store. What?!? I ordered and paid online only because the item showed available in that store. The email said to call the customer service number 1-888-BESTBUY for help. I called the number and explained my situation. I told the customer service rep -- Tony -- that I had ordered and paid online believing that the item was available and ready for pickup at a Best Buy store 30 minutes away (within approximately 45 minutes according to the website). He was very friendly and said he'd see what he could do to get it to me asap. After he chatted with me while diddling on his computer, he said that he would change the order from in-store pickup to UPS One-Day Delivery, no charge, and that I would receive the IPOD Touch tomorrow (Saturday)!! He said to watch for an email to confirm this. Needless to say, I was already upset that I wasn't able to pick the item up at the store that was 30 minutes away. Now I was having to wait till the next day to get it. I was thinking at that point that I should've gone to Fry's but it seemed that I would be getting the IPOD Touch the next day.
The next day, Saturday (today), at around 2pm I still had not received the IPOD Touch and worried that if there was a problem there wouldn't be much time to resolve it. So I again called the customer service number 1-888-BESTBUY to follow up on the order and make sure that everything was ok. I was routed to customer service rep Debbie this time. She was not friendly from the very start and sounded tired and frustrated before I even explained what I was calling for. After I told her why I was calling, she pulled up my order and informed me that there was NO RECORD of my conversation story details with Tony on my order. The only thing she saw was that the order had been changed from in-store pickup to free one-day delivery. The clincher is that she told me it takes one day for an order's change to be processed. That means that the change from in-store pickup to one-day delivery wouldn't be processed till Monday so I would not be receiving my item till Tuesday "if there aren't any problems"! I was so upset I could hardly speak. When I had ordered and paid for the item online I fully expected to be picking it up within the hour. It got changed to the next day. Now I find it will be a minimum of FOUR DAYS LATER! I told Debbie how upset I was and that the situation was unacceptable. She said there was nothing she could do and that I "would just have to wait till Tuesday". I asked her why Tony would tell me that I would get the IPOD Touch the next day if it clearly wasn't going to be processed till Monday, she said she didn't know and that "I guess he lied". Whoa, what kind of training do Best Buy employees receive?!? I was absolutely flabbergasted at this point. I figured I had to talk to someone with more authority so I asked her for her supervisor.
After being on hold long enough for my condition to go from upset to fuming, I was connected to Katie. I had to repeat my whole story from the very beginning. I made sure that Katie knew how upset and dissatisfied I was. She told me that she didn't know why Tony promised delivery by Saturday. She defended all the things that went wrong, from Tony's lies to Debbie's rude attitude. Katie at one point did apologize and say she would do what she could. Do you think I really believed her, especially since she defended Tony's lies and Debbie's rude attitude? Then she said that all she could do is forward this "problem" to their "Research Team". The Research Team would then determine if I should get a digital coupon via email and how much it would be and that that's all she can possibly do. When I asked for HER supervisor she told me that she was it, the top of the line and that there was nowhere to forward me to. She said I was already going to receive my item and some sort of coupon and what more did I want? And then after I repeated that I was very upset and dissatisfied, she told me that there was nothing more she could do and if I kept on she would terminate the call. I was livid by now and explained that I knew this wasn't her fault but that the situation was being handled poorly and I was not a happy customer. I wanted her to do something concrete and substantial for me NOW because I had two teenagers who loved electronics and Best Buy was rapidly losing me as a customer forever. All she would repeatedly say was that she was going to have to terminate the call. I asked for a phone number to a formal complaint department and she said she was it -- customer service. What a laugh.
Today is Saturday, December 27, 2008. I guess I have to wait for the IPOD Touch to arrive next Tuesday. We'll see what happens. The one thing I know for sure is that I will not step foot in a Best Buy store again. My two teenagers will have to shop at Fry's or elsewhere.