We bought a TV and a kitchen range one week before Black Friday. The TV and the range have been fine. I would give them both 5 stars if I have been happy with the services from Best Buy.
1. We asked Best Buy to deliver the TV to our house first, then delivered the range later. After the TV was finally arrived, we found it’s an open box one. The people who delivered the TV said, all the boxes in the truck were all opened in the Best Buy warehouse. We were confused and refused to accept the TV. The delivering people were not happy and instructed us “Next time, if you want to order anything and ask Best Buy to deliver it to your house, you have to make a special request that you only accept the box that was not already opened.” Does it make sense to you? But please learn from our experience, otherwise, you will waste unexpected time to wait to get your delivery like we had. We called and made sure we would get an unopened box of range before they delivered the following week.
2. When we purchased the TV and also the range, we were told if we applied Best Buy credit card and purchased all the stuff on the same day, we would get 10% cash reward of the total net amount (before tax). From the experience we had with other credit card companies, it’s very easy to figure out the amount we should get and we would see the reward amount on our next statement. But for weeks, I checked on line, we only got 5% gift certificate of our purchase. (We already paid our bill, it showed nothing about our rewards on the statement.) I called many times. Each time, the customer people said they would correct in 24 hours, but they never did or made even more mistakes. And, each time, I couldn’t talk to the previous person, I was told that person wasn’t available, so, I had to start it all over with a new representative. Since we are Elite member, when elite support person, Riley, e-mailed me, I told him our frustration. He didn’t replied right away, he said later he was on vacation. But he had power to correct all mistakes in one day and added 6522 points to our account. I wrote an e-mail to thank him and asked him to transfer my early cash certificates ($135) to points too, then we, as elite members, would be allowed to have more time to use these points. But he never e-mailed me back, he’s totally disappeared since then. I had to call customer service department again. This time I talked to Carol. She told me all the cash certificate ($135) would transferred to points in 24 -48 hours. But two days later, my new points was still 6522 points, but my cash certificate were all disappeared (like Riley did). I was shocked and talked to Elisabeth. She said she would transfer the $135 to points manually and would take 3- 5 days for me to see on my web account. I don't understand why it took so long. But as today, is the 6th day, my old $135 cash certificate was still missing.
3. We thought Best Buy is a big store and sells all hi-tech stuff. They have always been proud of their hi-tech Geek Squad team. I really don’t understand why they had to correct a simple mistake manually over and over, and drove us crazy? Are they hoping most customers would get frustrated enough then gave up their benefit they supposed to get? I really like to know what's going on.
4. We could understand any human absent-mind mistakes, such as we found the sales person keyed in the wrong model #, I had to make a trip to correct it the next day. Also they didn’t give us discount since we purchase the TV and 5 years of protection plan the same day, I had to make another trip to get credit after we found out later. But if Best Buy "customer service people" tried to fool customers around on purpose, that would really be a shame. We do hope Best Buy would improve their system and would be able to expedite their any correction whenever they need to in the future, and send customers a sincere apology, instead of ignoring it.