If you think Best Buy doesn’t offer customer service by email, you’re wrong. But the company doesn’t make it easy for you. I solved my problem with the company after I finally located a Best Buy email address that works.
At least it worked for me. I’ll tell you how I reached them — and maybe it will work for you too.
My Best Buy Complaint
My problem with Best Buy was very straightforward, but it took six weeks to resolve — and I resolved it by email.
In November 2012, I ordered a $10 MetroPCS By-The-Minute plan card. I’ve ordered these from the company several times since this kind of card was previously unavailable locally. And because I have so much built-up credit on my cell phone, I don’t need the $20 card that’s available at Walmart. (You can now get the $10 card at some MetroPCS corporate stores.)
What was my complaint? I ordered the card and didn’t get it.
You don’t get an actual card, but your supposed to get a code by email within a few minutes — and I didn’t get it. It should be a simple matter to look up the code on the Best Buy website or click a button to ask that the code be resent, but those options aren’t available. Once a code is lost in space, it’s gone forever.
Frustrated that there was no email address for Best Buy listed on their site, I called the 800 number. The representative said this kind of issue is handled by a special department, but his attempts to transfer me failed because that department didn’t answer.
There was nothing more he could do for me. My time explaining the problem and waiting on hold was wasted.
Toward A Best Buy Email Address
I searched the Internet for an email addresses for Best Buy and found a couple. They didn’t work.
So I took another approach. I explained my complaint on the Best Buy Facebook page. (To do that yourself, “like” Best Buy at www.facebook.com/bestbuy— then write on their wall. It won’t do any good to write on your own wall.)
To my surprise, someone from the company responded almost immediately — telling me to email them with the details. What email address did they give me? This is what you’ve been waiting for:
I got no immediately response, but after a couple of weeks someone answered. The representative asked for my order information and confirmed that I still hadn’t gotten the code. She also offered a $15 gift card as compensation for my trouble.
I explained that their failure actually cost me an addition $10 since I had to go to Walmart and buy a $20 card when I only needed a $10 card, but that argument wasn’t successful in getting me any additional compensation. She requested a mailing address — not an email address — for the $15 gift card, perhaps because she doesn’t trust the company’s email system either.
It was another couple of weeks after I responded to the Best Buy representative I reached through firstname.lastname@example.org before I got a confirmation and a notice that the charge on my credit card has been reversed. Several days later, I finally got the gift card in the mail.
It took more than six weeks to resolve my Best Buy complaint by email, but since the telephone customer service representative couldn’t help me and didn’t offer any alternatives, what choice did I have but to look for another solution?
If this approach hadn’t worked, I planned to contest the charge with my credit card company and let their reps handle Best Buy for me.
By the way, I used the $15 card to buy my January phone card, and I got the code in my email within a few minutes. So there’s hope if you have a problem with Best Buy, but don’t expect a quick resolution or to be able to handle the situation with one simple email as you can with so many other company.
Why doesn’t Best Buy publish an email address? Maybe someone from the company will see this post and respond. But I doubt it. The company doesn’t seem to be Internet savvy.
Still, I’ll post a link on their Facebook page.
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