Best Buy Disappointing Customer Service Athens Internet

To: BestBuy Corporation,

On July 23 I called your customer service line because my daughter, who’s an authorized user on my Best Buy account was having an issue with placing a pickup order the night before. I’d been trying the morning of Jul 23 to place the pickup order, but was having the same issue my daughter was having; the order kept canceling and we couldn’t figure out why. I called the customer service line and spoke to a rude young man who cut me off as I was talking, and transferred me without saying anything about who and why. After holding on the line, I was transferred to someone who came online stating they were from GeekSquad. I then got upset because I didn’t understand why I was being transferred to what I know as tech support. I explained to the young lady that I was speaking with that I was upset because we were trying to place the pick up at store order and it kept canceling. I’d just spoke to, in my opinion, a rude customer service associate, and that I was now late for a birthday party for which the TV was the gift, and I’d been transferred to GeekSquad and I have no idea why. She explained that GeekSquad could help me. She also offered me 10% off the order for all of the trouble. I thanked her for understanding, and the discount. I explained I was using my Best Buy account and asked if the price would be adjusted. She said that because I was picking up at the store the store could not adjust the price, but that she would put in for the adjustment and I will see it reflected on my bill in a few weeks. I was then transferred to the store (I was told) and my order was placed and I picked up the TV.

On September 3^rd 2016, I was in your Athens GA store to buy a desktop for my daughter. That visit brought to mind the conversation I’d had in July with the customer services agent. Once home, I checked my card to see that no discount had been applied. A few days later on or about September 9^th 2016, I called and spoke with another customer services agent who was able to pull up that call with my phone number and states that he sees I spoke with the agent and that I was having an issue with the order, but that the agent did not put anything in the notes about a discount for the inconvenience. I assured him that she surely did and that I would not just make up something like that and call back in 2 months later, the discount would have amounted to something around $70 and that is not worth making up some big lie. The agent although nice basically told me that because it was not in the notes there was no way I would be getting the discount. I explained how I felt that this was not fair because as the customer I cannot write or verify that the notes are correct and this is not a good practice because then agents can just say anything and just leave it out of the notes and it is the customer that loses. He apologized but again told me that because it was not in the notes, I would not be getting the discount. I then asked him about contacting Best Buy’s corporate office and maybe they would be able to assist, listen to tapes or something. He stated that contacting the corporate office will not help in any way, and that the corporate office would back him up that because the information is not in the notes I would not be getting the discount.

This was very upsetting to me because I’ve been a loyal customer with Best Buy for many years. I have an account with Best Buy and use it regularly. I have always received good customer service when I have had to call in, so this event was very shocking and disappointing. 

I felt I NEEDED to write this letter and let the corporate office know that Best Buy has customers that are loyal to you, but your customer service agents are not loyal to your customers or their word. I’m writing to let the corporate office know I’m disappointed that the agents are allowed to say anything to customers they have no intention of honoring, and will proudly tell you that the corporate office backs them up, so long as they just omit the information from the notes.