Hi Best Buy Canada,
I am addressing this note to you directly (and tagging you in a tweet!) because if your social media team is anywhere near decent enough, you’ll see this. If not, it just reinforces my belief that your customer service is not providing, you know, customer service.
I spent many hours researching the product I wanted. I saw the item on sale at Best Buy and quickly bought it. I’ve waited almost two weeks for a delivery date, and you have no idea when I might receive it. That is deplorable.
The item was in stock when I ordered it (at least according to the website at the time and at several points since), so I do not see why it has not yet been delivered. Your systems should not accept orders when you do not have the items in stock and they are on back order.
This leads me to believe one of two things: your systems are woeful and allow customers to place orders even when you have no idea of when that item might be in stock or when the delivery might take place. Or, this is an intentional move to off-load overstocked, less desired units by replacing out-of-stock items. There’s certainly anecdotal evidence I’ve heard pointing towards the latter. Again, my belief (and that of others), not a cast iron accusation.
You ignored my very polite email complaint. You fobbed me off on numerous phone calls. You asked me to wait at home to see if a call from the delivery agent (that the scheduled delivery for last Wednesday was cancelled due to the back order status) was a mistake in case the item actually turned up during the scheduled delivery time. That tells me your systems are not up to scratch, since you couldn’t provide a hard answer. You’ve twice told me to expect updates from the home delivery team by a certain time, neither of which were forthcoming.
I’ve called at least eight times over the last week. You have done little to expediently resolve the matter. Your call centre agents mentioned twice that I would be offered an alternative product, if my item was not available by yesterday. I’ve yet to receive such communication.
This is a really unacceptable shopping experience. The wait-and-see mentality does not work for me, not when I am paying you good money for a product and service I expect to be fulfilled in good faith and in good time. Your service is not good enough.
I’m giving you one more day to resolve the matter amicably before I take my business elsewhere. Let’s talk this out. Soon.
Regardless of what happens here, I doubt I will be shopping at Best Buy again. I’ll be advising anyone I know who plans on shopping with your company (or subsidiaries) to exercise caution.