Want to know how to turn a happy customer into a pissed off customer? This is how...
I purchased a $2K refrigerator from Best Buy and had a great experience during the purchase - the personnel were informational and helpful - all went well.
I needed to call them today to change the delivery date and I quickly called up Google to find their phone number. I phoned them and read the reviews while on hold for a few minutes. I was surprised to read the poor reviews and I was actually going to post a 5-Star review as my experience had been good.
Then, I proceeded to sit on hold for 20 minutes waiting to speak with someone. Once the call was FINALLY answered, I was transferred to appliances - no answer. I was redirected back to the original person who answered the phone (Kevin) where I was promptly put on hold for a few more minutes. He came back to the line and said, “hello sir” and as I reached to unmute my phone to say “yes”, he hung up on me. After coming back to the line he gave me about 1.5 seconds to respond before he simply disconnected.
So, I call back and sit on hold for another 35 minutes. Kevin answers again and I ask to speak with a manager as I’m not happy with the way I’m being treated. He places me on hold for a few minutes, then inexplicably, the phone simply starts ringing again (like I’ve been transferred to an unattended line). This goes on and on (ringing then back on hold, ringing then back on hold) for another 13 minutes. Then finally, at the 48 minute mark (while listening to another cycle of ringing) Best Buy simply disconnects my call.
Unbelievable!
Lesson learned – order from Amazon, Best Buy is TRASH.
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