My recent experience with Bestbuy was the worst Ive ever had with any retailer. On 9/15/20 I purchased an iPhone through a rep over the phone. It was supposed to be in on the 17th. It didn't arrive, my delivery date kept changing, and there was no updates to the tracking details. On the 18th I phoned the shipper, UPS, and was informed that they had not received the product from Bestbuy. I then called Bestbuy. During this conversation I felt like the rep was just trying to get me off the phone. He told me to wait until 22nd, didn't try to look into the phones whereabouts, or reorder the phone ( which was still showing in stock online at that time). I also had to ask him 3 times to verify that Ups did not have the phone, before he would answer the question. The phone of course didn't come in on the 22nd, the shipping details still had not changed, and it was now out of stock online. I called Bestbuy again on the 23rd, preceded to spend over 3 hours on the phone, repeated myself to at least 14 different people, was disconnected numerous times as well as transferred more than once to the wrong department. One rep, Carly finally created a claim for me and made notes on my account. Her manager also offered me a 10% discount on my next purchase (which at that point I didn't think was enough considering all of my trouble). She then transferred me to another department to refund the phone and cancel the billing contract through my carrier. It wasnt the right department however, and I was again transferred between numerous people, one of which told me that I would be contacted within 72hrs about my claim. When the call was again disconnected at around 3 1/2 hour in(I had 5 bars at the time so I think it was on their end), I finally gave up and decided to wait the 72hrs to be contacted in case the phone was found. On the 28th, after not being contacted back for 5 days, I tried calling again but was disconnected after 45 minutes and didn't have time to call again until the next day. On the 29th, I again spent over 3 hours on the phone. I was sent to numerous departments, none of whom could figure out how to refund the phone or cancel my contract. I was even sent to apple care twice, who have nothing to do with missing orders or contract cancellation. They also couldn't transfer me back to Bestbuy, so I had to start over again both times. At one point I spoke with a rep I could barely understand, who couldn't find my order # that 6 previous employees had been able to pull up, locate the notes on the account, and refused to look up the claim #. She finally found my tracking details and started to argue with me about needing to wait for the shipment to be delivered, at which point I asked her if she'd understood me when I had told her that Ups didn't have the order and there hadn't been any progress since the 16th. She then put me on hold with no warning and never picked back up. I hung up after 7 minutes and called back. Eventually I spoke with an employee who said that the claim was sent to the wrong department originally and he had to create a new one. Half way through our conversation, before he had a chance to transfer me for the refund, his headset went to static, I waited 8 minutes until the went dead. It had again been nearly 3 1/2 hour again, and I couldn't spend any more time on the phone that day. I was trying to deal with all of this while moving and also caring for my severely autistic son. He gets agitated when I'm on the phone, and had a meltdown both days. At that point I was worried about even getting a refund, let alone any kind of future discount. I thought I would have to go through my bank for a charge back. I emailed customer service, posted to their blog and finally escalated the issue to the BBB. It took several more days to hear anything back, at which point I received an email from them that stated someone would contact me soon. I got a call on the 7th, the rep said he'd called several times to get a hold of me. I literally had 4 calls from him within a ten minute period, and no messages, so it wasn't as if he'd tried to reach me for days, just minutes. I hadn't answered initially because I was busy with my son. I had to stop what we were doing to answer since I kept getting calls. He took information from me and said he'd call the next day. I didn't get a call until the 9th, though there had been an email on the 8th indicating my refund had been processed. They said they'd contacted my carrier about the contract as well, but that was either a lie or they didn't explain the situation properly. I had to contact my phone carrier to make a claim with them, as they had no notes from Bestbuy. After all of that, all I was offered was a free phone case with my next phone purchase, which is a complete joke. Especially since I'll never purchase from Bestbuy again. I certainly wouldn't recommend them to anyone. This has been a nightmare.