Patrice sent a message to Hubert Joly President and CEO, Best Buy – email address that said:
To Whom It May Concern:
My name is Patrice DelGrande. I had been a customer of Best Buy’s for many years until recently. On August 3rd and 4th, I attempted to place an order for one set of 6 Netgear Arlo security cameras at the price of $799 with an additional $49.99 for the Geeksquad insurance. After placing the initial order online I received the first of many emails saying I needed to update my payment authorization in order to complete my order because there was a “failure to authorize.” Upon completing the authorization, I realized I would no longer be at the address the item was shipping to now that it was delayed by a day…so I cancelled the order. The next day I had to get on the phone with an “expert” customer service rep in order to place the order again because I was unable to complete the order online as it kept saying “failure to authorize.” One hour later, after many of her own struggles, the “expert” was able to order me the cameras, but not able to get me the insurance. HMMMMM! Lost that sale. THEN it all began. I had paid $16 extra to have it shipped one day…. It wasn’t even picked up until two days later from the warehouse. I started getting confirmation emails that two sets of cameras were being delivered and I was charged for 3 sets. At least 8 calls to customer service later, I am still trying to get Best Buy to pay UPS to come and pick up the 2nd package that I did not want. It was delivered to my elderly parents. Your software glitch and gross incompetence of the customer service reps is neither their problem nor mine. I have made 4 calls to have them arrange for a pick up and instead I keep getting a shipping label sent to me. Worse yet, I have $950 still on my credit card outstanding (hoping the 3rd charge for $950 has also since dropped off).
As an executive of Best Buy, I know you would be even more concerned with the fact that only one (out of the many) customer service reps tried to make amends for all my inconvenience. I have spent at least 4 hours or more of my personal vacation time aggravated, inconvenienced, and on the phone with Best Buy trying to resolve an issue created by your software and your customer service reps. In fact, my last call I asked for a supervisor and they supposedly connected me to corporate…. The customer service rep was very cold and unapologetic and said that a pick up was arranged and I would get a call within 24 hours. NOPE! I got another shipping label!!! That was my 3rd shipping label and it was from corporate!!!
You have lots to fix over there. This is one customer you have lost.
Extremely frustrated,
Patrice
