Dear Mr. Dunn, Ms. Smith and Mr. Paragi,
I am writing to inform you that I have simply never experienced such a monumental break down in customer service that I have endured for the 6 days with BestBuy.com. While I realize many customers say they won’t shop an establishment again as a mere threat, I won’t shop with you again. You won’t miss my business: I purchase very little in the way of electronics and when I do, I prefer to use local merchants.
However, this year, my sister wanted to purchase a Sony Computer Entertainment America-PlayStation 3 (160GB) Complete Entertainment Bundle-98310 which, as you know, was Black Friday door buster for $199.99. This pricing or item was not unique to BestBuy: Wal-Mart and Target also offered the same product at the same price. My sister’s preference for BestBuy had me purchase the item for her. I used my credit card, had it shipped to my address. On 11/24, I received an order confirmation stating that Order Number: BBY01-429769002426 was in process and expected to ship in 0-1 days. On Monday (11/28) I received an email telling me there was a problem with my credit card or order. As the on-line status indicated the item could not be cancelled and was in process, I did not pursue it feeling it might be an on-line scam.
Once I received as second email on 11/29 (Tuesday), I felt there might be a problem. I called my credit card company, American Express, and they verified an authorization in the amount of $297.47 (American Express authorization number xxxxxx) to BestBuy for my order. At this point, I called your customer service number to inquire as to the problem (I surmised it might have been a missed CIV number). After spending 10 minutes on hold, to be transferred where I sat on hold for another 20 minutes, my day of sheer lunacy with your company began.
1) Call number one: I was disconnected after being on the phone for approximately 46 minutes.
2) Call number two: after second hold time of approximately 30 minutes, I spoke to “Judy” who claimed to be a supervisor. She opened case number 9296255 regarding the multiple issues with this order. I asked to speak to her manager: she stated that she did not have a supervisor as she “was” a supervisor. I pointed out to her that everybody had a supervisor, even Mr. Dunn who reports to the Board of Directors. I asked to hold: she declined and took my number and said one would call me back “within the hour”. 22 hours later, I am still waiting for a call back. During my conversation with Judy, she explained that because my order shipped in 2 parts, my credit card had to be re-authorized. At this point, I explained your organization is still holding a charge pending and it’s a debit system back and once all 3 items are deducted, the balance owed to you from American Express and ultimately me would be zero.
- I discussed with the next 3 people the lack of “ship complete” options available on BestBuy.com. I verified this when I made the order and then again today. I would have done ship complete as the controller and blue-ray DVD remote are of no use to me without the PlayStation. This is a basic feature for web sites. In the early 1990’s (fully 20 years ago), Talbots had this feature available for telephone orders. BN.com has this available today.
- I do not understand the logic behind multiple re-authorizations of a credit card when the credit has already been reserved by the credit card company. At this point, BestBuy.com is holding $279.97 AND $212.49 of my credit for an order that totals $279.97.
3) After contacting American Express, they agreed to one-off a second authorization to BestBuy.com for $212.49 so the item may be shipped.
4) I called BestBuy.com again and provided the credit card number: the individual I spoke with was unable to verify that the charge went through (BestBuy case number xxxxxxxx)
5) At 2:19 pm, I contacted the customer relations department listed on your web site and spoke to a gentleman named Lee. He informed me it was not his job to handle complaints from BestBuy.Com. At this point, I would like to point out the insanity of listing a customer relations department on your web site that does not handle web issues. He then transferred me to “web research”.
6) After spending 7 minutes on hold, Amy, verified that she was unable to do anything, unable to expedite my order and unable to explain to me why there was not a ship complete option and why the dual charge/charge release was your business practice.
7) As of 10:38 this morning, the tracking number for the controller and remote are not showing tracking information. My order for the PlayStation is still showing as “pending” and I have an additional charge (with no credit release) to my credit card company.
I am quite disgusted with BestBuy.com on several fronts: first, my calls were routinely dropped after 10-11 minutes of hold time because the phone lines were “too busy” according to the automated reply. Second, your employees are not empowered to provide customer service to individuals who purchase from your store/on-line shop. Third, there is not a mechanism to re-enter a credit card number during your on-line system when you have indicated there is an issue with a credit card number. Fourth, there is zero point of escalation for individuals when resolution is complex.
I am not asking for a free PlayStation (although that would go a long way in taking your organization off of my blacklist) for my sister. I do believe that your organization should do something to compensate me for my time and sheer lack of customer service provided by your organization. At this point, I expect delivery of all 3 of my items by the end of the week and my American Express card to reflect a total charge of $279.97 with no pending debit holds from your company.
As you know, customers are exceedingly choosy about who they shop with for a myriad of reasons. I had a choice when selecting who to purchase this item from: I made a mistake. The “bargain” that this item sold for has been nothing but a nightmare, between charge/charge backs to my credit card, unable to ship complete on web orders, employees who have lied to me and a simple inability to find out when I will receive my product.
I look forward to your reply,
