So get this story. I am astounded at how bad this customer experience was with Best Buy corporate and it really makes me wonder how companies that are supposedly in the customer service business completely fair at it.
At my company we have a company credit card. We use it for a variety of stuff, and being that we do a lot of events that require technology often we run out to the Best Buy across the street from the office. I would estimate that we have easily spent over 50k with them in the last year or so, so we are not a small consumer to a brand like that. To continue, we were going over our credit card statements and noticed that there was a charge from May for 2 airline flights. We did not recognize the names of the travelers and the flights were each over $500 so we did a little more digging. Luckily, my credit card statement lists the names of the travelers. So I put one of them into good ole Google and the results came up. The name came back as some woman who lives in Minnesota and lists Best Buy Inc as her employer (note: the flights both originated in MN to Vail and back, also note that BB's headquarters are in MN). So I says to myself I says, hey! we have a corp account and also charge a lot on our corp card with Best Buy and one of the names of the passengers on this bogus trip works at Best Buy!
Of course, we call the CC company and the airline to dispute, but I say to myself, let me also call BB and let them know that one of their employees might be stealing credit card #'s. It seems the right thing to do. So I call Best Buy corporate to report this. I tell the receptionist the gist and she says hold. She then transfers me to CUSTOMER SERVICE as if I want to place an order. After waiting 6 minutes on hold, someone picks up and I proceed to tell her the story, she says, "I don't have a screen for that", please hold. I hold another 5 minutes and she gets on the line to tell me that her supervisor said to dispute the charges with my CC company and the airline. I said that we are doing that, but I wanted to report that someone in the organization may be stealing.
...pause
...pause
She finally comes back on the line to say "Sir, what would you like me to do with that information?" I say that I think Best Buy would like to know if someone is stealing credit card numbers (yes, i know allegedly) and she pauses again and says "Ok, I can put it in the notes here" and then pauses. I ask her if she wants the name and she says "OK." I give her the name and she asks if there is anything else she can do and I say no thank you.
I call back to the corporate number and ask if there is someone in Human Resources I can call to report a complaint about a BB employee. I am transfered to a crisis consultant who happens to be someone who only deals with BB employees so after I tell him the story he says, "Sorry I wish I could be more helpful but they do not give us a number for that."
I try one more time and ask the receptionist who I should talk to in this regard? She says Consumer Relations. I speak to a woman and relate the story one more time. Her initial response "Oh my gosh!", she tells me that she has not experienced this and needs to talk to her supervisor. Another 5 minutes on hold (we are up to over an hour at this point) and the woman (who of all I have spoken to seems the most interested) does take the name and will ask someone higher up to get in touch with and again encourages me to call the bank to dispute the charges. I ask when I should expect someone to get back to me and she simply says that she will try and let someone know how important it is.
So who knows if I will get my 1K+ back, whether the CC's insurance will handle, the airline or hopefully Best Buy. As for me, I would like to see said person thrown in the gallows, but that would mean BB actually taking interest in making their customer service experience better, which, at least from this wasted afternoon, it does not seem they really want to do.
Oh yeah, this is a site about user video so here is another guy pissed at BestBuy
This guy is an idiot , for one we dont get commission for warranties. Another thing , when you contact apple they pay for the shipping. They send you a ipod and you send the ipod back in the mail with the box they supply you with. By the way you didnt scam shit because we get the credit back for the ipod when we send it in. As for you your warranty we made a shit load of money that you havent utilized. After you have a any problem with the ipod 4 times they replace your ipod with something thats newer then what you had. You scammed your self. Need to know the facts before you go posting shit.
Posted by: Brad | May 20, 2008 at 09:21 PM