Best Buy lost my order and won't help

[4HOLIDAYS]

I placed an order on Mon for their BLK FRI invite event for silver reward . I never got an email to confirm and called. Told that they cannot find the order (after spending 2 hrs-mostly on hold-still on as I type)and someone from Acct Maint will get back to me via email within 10 bus days!

No info if they can still send it, or if they will guarantee avail, just that they will refund my $ if not. Wel, it was $420 for $160, less RW certs of $140, so only costing me $20.

They won't even give back my RW certs so I can try anf go on BF to get them in the mob.

Phone just disconnected. Great, now I can start all over again! They say they can't put you to same person, will not put you to supervisor.

Any advice?

 

[bpesch]

My advice is keep working on it. The fact that they said they wouldn't give you back your rewards certificates makes me wonder.

 

[gracie1]

I would ask them to track my rewards certificates. They should be able to pull it up to see what they were applied to.

 

[DOREEN1779]

You said you ended up paying about $20. How did you pay the balance? Maybe the credit card authorization can link the original order and confirmation number.

 

[USMC0193]

You sound like me . . . I have been fighting with Best Buy since 12:30 pm yesterday about a wrong shipping address. I have spent over 6 hours on the phone dealing with being hung up on, transfered to busy signals, having a call dropped in the middle of a conversation, to someone telling me to call back because "it wasn't a good time".

All Best Buy has to do is contact UPS to change the delivery address. Best Buy's website did not update my shipping address when I changed my billing address and now my laptop is going to a location I haven't lived at since June.

UGH - it is not that hard to correct this problem. The sucky thing is that UPS can't change the information because I'm not the shipper (even though I placed the order).

I'm on the phone again with a representative and I have to tell her exactly what to do .. . I figured this would be an easy transaction since it was "pre-black Friday" shopping. I purchased all new appliances when I bought my house and spent over 10K just to be treated like a moron because their website had technical difficulties.

I could have easily spent my money elsewhere - like amazon.com, but I chose Best Buy. NEVER AGAIN

 

[Princess Dolly]

Do you have a Twitter account? I received the best assistance by contacting Best Buy through Twitter: http://twitter.com/#!/twelpforce

 

[richmond282]

DEMAND to speak to a supervisor. Just refuse to talk to anybody else.

 

[4HOLIDAYS]

Thanks for replies. I gave them my cc info-coulndn't find beause they said it won't bw charged until ship. I gave them 2 reward Zone certs-can't find info again. They do have other orders under my DH name. We have a A/V bus and do 20 to 50K a yr with these people but usually thru the bus dept.

Thanks for the twitter idea. My dh is going to give it a go as soon as he is back in the office thru whover he deals with. My fingers are crossed. I am giving him the twitter info as well.

BTW, the local store says they operate completely sep from online and could not help either.

 

[MomToOne]

Using google, I found the following:

"If you have an issue with Best Buy that you've tried and tried and tried and tried to resolve using normal customer service methods, to no avail, try pinging this guy on their executive resolution team:

Mr. Terry Westerman
Senior Representative
Executive Resolution Team
Best Buy Customer Care
612-292-0074
Terrance.Westerman@bestbuy.com"

The info was posted June 2010, so it might not work anymore, but it's worth a try.

(Original website link: http://consumerist.com/2010/06/reach-best-buy-executive-resolution-team.html)

 

[lucas43068]

any problem ive ever had with BB ive resolved by using twiter, it was actually the reason i signed up for a twitter account... but yes, demand to speak to a supervisor. as a supervisor myself if i found out my associates would not let a customer talk to me.. well.. it wouldnt be pretty..

 

[moonpie85]

I would ask them to track my rewards certificates. They should be able to pull it up to see what they were applied to.

This