Never Again!!!
Written: Jan 20 '03 (Updated Feb 08 '03)
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My mother always told me when I was growing up "unless you have something nice to say, keep your mouth shut". Sorry mom this needs to be said. Over the past year my household has spent nearly $5000.00 at our local Best Buy. We've purchased everything from Gift Cards to a whole kitchen of new appliances (stove, dishwasher, refrigerator and microwave oven). It seemed natural this past Christmas when we decided to purchase a new 32" TV and entertainment center for my father-in-law that we would go through Best Buy. I placed the order at the Best Buy Online Store website.
That weekend my father-in-law came to stay with us a few days and we decided it was a good idea to make him aware of what his gift would be this year, after all he would have to be home for the delivery. We decided to take a ride to our local store and show him what we ordered. He loved the entertainment center but wanted a different brand TV, he wanted the same brand TV which he currently had. The most important thing was that he was happy, so we headed home and I phoned the Best Buy customer service dept. and informed them that we would like to change the order.
At that point the order had not shipped and was not going to ship for another 2 weeks. The representative explained that she could not swap one TV for another on that original order but she could cancel just the TV off the order and all I had to do was place an order for the new TV. I asked her to please send me an e-mail confirming everything that was being done, she informed me that I would have that confirmation within a few minutes after we hung up the phone. Within the hour I did have the e-mail confirming what we had arranged. I thought at that point that everything was set to go, boy was I wrong. About a week later I received another e-mail informing me that they had cancelled the entertainment center, no explaination. I promptly called customer service to find out who and why the order was cancelled. The rep told me that the entertainment center was Out of Stock. I told her that I had placed the order at a time when the entertainment center was In Stock and that it had been paid for in full and deducted from their inventory at that time. She was at a loss, she explained I would have to go to the store closest to my father-in-laws home and have them make the delivery. The problem is that my father-in-law lives about 50 miles from us and it wasn't possible for us to get there in time with the Holidays right around the corner, that's why we were placing the order online in the first place. I told her that I had an e-mail confirming delivery that coming Friday of both the new TV and entertainment center and that since this was an error on Best Buy's part they should arrange for delivery from whatever source possible and honor the agreement we had made. The rep told me she would see what she could do and would call me back.
About an hour later she called back and told me that the store that was in my father-in-law's neighborhood indeed had the entertainment center In Stock but she could not arrange the delivery, I had to do that. I asked her where the item was coming from that they were Out of Stock and she said "the warehouse in New Jersey". At that point I told her that I wanted to explore other options and that I would call back. I tracked down the phone number to the NJ warehouse and discovered that they DID have the entertainment center In Stock, once again I called the customer service dept. but this time I wanted a supervisor.
I explained the whole situation from the top. I said I would order the entertainment center again on a new order and would even delay the delivery as long as I could have both items delivered the same day. Also, from the time I had originally ordered the entertainment center a week earlier, it had come off sale and was now priced $50.00 higher. I asked if they could do a price adjustment, and was told they could NOT, I would have to pay the higher price or I could go a local store arrange the delivery with them and see if the store manager would honor the price. I couldn't believe what I was hearing!! At that point I lost it and demanded to speak to someone above the supervisor, she told me that she would have someone from Corporate Headquarters call me within 24 hours. Needless to say I cancelled the entire order when I failed to receive a phone call the following day. In fact I'm still waiting for that call.
Recommended:
No
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