On Nov ** I placed an order online for my kids birthday totalling ***.**, I was given a...
GetHuman-rdmw's customer service issue with Best Buy from December 2018
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The issue in GetHuman-rdmw's own words
On Nov ** I placed an order online for my kids birthday totalling ***.**, I was given a order number and told it would be ready for store pick up on Nov **th. I waited for the email confirmation until about *pm on Nov **th when it didnt come I called best buy and was told "if we said it would be available it will be". I asked about the email for the PS* membership I was supposed to get emailed to me which never came. At this time I spoke to * different reps who basically sounded like robots and said if we promised today it will be avail today. Finally it was *pm and the store closed at *pm so I went to the store, I was told that the order is having a issue with payment to call the credit card. I called bestbuy credit card which didnt resolve my issue and just put me thru to customer service which told me that I actually have to wait the hour until the store closed for them to compensate me if the order wasnt filled.. needless to say the order was not filled at all. On Nov **th my husband spent all day on the phone with many reps finally we was able to find out that the credit card (best buy credit card) put a hold on the card. So we spoke to their reps and they verified everything released the hold. So when we went to repurchase the order was cancelled buy your rep. Then we had to call again to put the order through again. Now the price is different so Robert did everything he had to do to get the prices back to the original sale. Also I wasnt able to speak cause order was placed under my husbands name as well as the credit card. So every * of the reps wanted to verify my husband which is fine but not fair being transferred to many different reps and each * wanted to verify after the other just did. My husband was at work and at one point unreachable. So at *pm Robert was able to get our order to ready for purchase he gets authorization my husband to speak to me while he was at work. So Robert and I placed the order to find the BBC was declined again. So we get a conference call with the credit card reps and she says again she has to verify my husband so I try and call him and he was finishing up his lunch so was able to answer. She verified him he once again he authorized them to speak to me so she proceeded to tell him to hang up... in the meanwhile we lost Robert with the order it's now *pm. The credit card rep stated that the hold was placed by fraud and I needed to speak with them so she transferred me to the rep. Who now wanted to verify my husband AGAIN. I told her I will try and call him but the rep before her JUST verified him and told him to hang up. Now the fraud rep just kept repeating over and over that she can not talked to me. I am very Very upset and angry at this point I asked to speak to supervisor and she stated they won't talk to me either until the verify my husband.. I finally get her to put who I believe is a supervisor who then tells me the repeated line that over and over again. She states that they are open **hrs and my husband can call back and verify his information. I stated to her that you inform us that the calls are recorded. Well a recorded conversation would show my husband verified with the other rep..at this point I felt angry upset cause I missed the gifts for my kids birthday, i felt defeated I was done. I waited until *am when my husband got home he called and verified all his information and we asked the rep to reenter the transaction. At this point we was told he does not do transactions and we have to get a customer service rep on the phone.. which we couldn't cause they close at **pm. Again I'm totally upset that it's another day gone and my order still hasn't been placed. We waited until *am on Nov **th spoke to the FINAL REP who we was on the phone for *hours getting the transactions back to original prices which we placed our *st order. Everything went through and we got our items hours later. What I am looking for is for *st your associates to be trained better with customer service and not to sound like robots. To look into the issue as to why the customer is calling. Also to have the reps knowing my situation that my husband did place the order but wasnt easily accessible to let the next rep they transferred to that they got authority to speak to me. So I wouldn't have to go through it again and again. Creating more frustrations. Just to be more understanding of each customers calls and not transfer over and over again. What the *nd thing I'm looking for compensation for mine as well as my husbands time and effort for *days to fill this order.. The aggravation we was put through to place an order which is supposed to be more convenient and easier. I dont think I would put myself in a position to go thru this again and probably won't do online shopping through bestbuy.com. I hope to be contacted by one of your supervisors on this matter.*Thank you,*Rosie & Mark Ward
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