(A not so) Best Buy: Tales in (missing) Customer Service

I’m sure this is karmic revenge for my friends who are tired of hearing me rail on the evils of on-line box stores.  First, let me be clear, this was my good deed of the decade as I was trying to help my sister surprise her tweeners.  It turned out to be my pro-local business, über vigilance coming back to bite me in the butt.  (Really, Santa, it was a GOOD DEED!).  My sister wanted to purchase a video gaming system for her kids for Christmas: since she has prying eyes, we agreed I’d get it for her, she’d pay me back – thus avoiding the problem of a possible false flag for credit card fraud and a surprise on Christmas morning.

Somehow, I managed to check every hour, on the hour, until this blasted thing went on sale.  I pre-notified my credit card company of out of habit spending.  I got it! I received the happy email from Best Buy saying “we will be sending this shortly”.  Great, I could see the authorization hold on my card and thought nothing of it.

Yesterday, I received and e-mail saying their was a problem with my credit card.  Since I don’t shop at Best Buy (and note, never will again), I decided to call them (being a bit paranoid about credit card scams since the on-line status said my order was pending).  I was on hold 10 minutes. .  .to be transferred to the department that handles payments for games.  Ok, seriously? It’s a CREDIT CARD.  I sat on hold for 27 minutes (thankfully, I was working on a table at work) before being told my credit card had been denied. What? I provided them the authorization number given to me by the always fantastic American Express.

So, it turns out when you have an order shipped in more than one package (and there wasn’t a ship complete option!), Best Buy re-authorizes your credit card. Each. Time.  My credit card company thought it was fraud. Fast forward 6 hours (!!!!).  I had called Best Buy numerous times: including a supervisor who when I asked to speak to a manager said she didn’t have one: I pointed out she had a boss, even the CEO has a boss, called the customer service number listed on www.bestbuy.com and was told this number wasn’t for dot.com orders (what?) and that customer service couldn’t help me.  After much frustration and a bit of laughter from my co-workers I finally found somebody who could answer my question: the order was forced through after calls between Best Buy and American Express.  The person who “researches” internet issues told me she’s had a few hundred of these complaints.  Gee, I wonder why? Charging-refunding-charging cards? All with fees attached to both the consumer and company?

I’m livid with Best Buy, I’ll be writing several individuals in the company.  But oh, did I deserve it: I knew I should have bought the damn thing locally.  And trust me, I’m not going to purchase anything from Best Buy Worse Experience Ever again.  And the kicker? People asking me what they could do to help: hint, fix my order.

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