• Report:  #1502757

Complaint Review: Best Buy -

Reported By:
Alex - BROOKLYN, New York, United States

Best Buy
United States
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My cell phone broke one day before leaving the country (12/8/20). I was just completing a 14 day quarantine at home before going and visiting family in Canada which made it difficult to find options to replace my phone at the last minute. It was important to replace it before leaving so that I could maintain my phone access while out of the country for 2 months. After researching my options, I came across Best Buy's advertising of same day delivery in Brooklyn, NY where I reside. On the product's website (Google - Pixel 4a 128GB (Unlocked) - Just Black) I was told that I could receive the product shipped to my home by 9PM. I went through this process and was informed around 8PM that the product could not be delivered that day. 

The following day I ended up on the phone with Best Buy for over 6 hours speaking with various departments about my options. While on the phone with customer service I had 4 calls dropped after spending large amounts of time on the line. I cancelled my departure date and was told that my best option was to cancel the order and put in a new order for same day delivery today (12/9/2020). It's unknown why they couldn't process the old order the next day, but I went along since I required the phone before leaving the country. At roughly the same time of 8pm on 12/9, I was informed once more that this phone could also not be delivered today.

I required delivery instead of pickup since I have been quarantining to preserve the safety of my family. This is all compromised now as well since they have been unable to deliver as advertised. While on the phone I was told that they could process a max credit of 15% which I did not feel was sufficient. I was informed that I had to accept cancellation of the first order, take the credit and receive a callback from a senior agent in an hour who could help me above that amount. I waited over 4 hours, received no call and had to make multiple phone calls to connect with any agent. Once I did connect I was told that they couldn’t do anything since a refund had already been processed which refuted the information I had received earlier.

At this point I am out of options and not sure how to proceed, I need this phone and also need to leave the country. I had options previously that I do not now since they have not been able to deliver on their promised services twice in a row.  This is faulty advertising on the part of Best Buy to claim they can deliver these products the same day. This is gross misrepresentation of their services and is not acceptable. Two days in a row they were unable to match their advertised delivery service. 

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