Best Buy & Geek Squad Policies

[seck2212]

I want to start off by stating that I have never had any problems with Bestbuy as bad as this one and have always gotten any issues resolved at the store. BB has great prices and service except on this occasion.

On February 5th, I placed an order at my local Bestbuy store for a Samsung UN55c8000 model LED TV. The TV was supposed to be delivered to my house on Saturday, Febraury 26. On Feb 25th, I got a call stating that the TV would be delivered at 10am. About an hour after, they said my TV was OUT OF STOCK. How is a company like BB able to do this and get away with it? Right after I placed my order on the 5th, a reservation for my TV should have been placed at my local warehouse so that my TV could be delivered. It is outrageous that after a month, they discover that they cannot deliver my order. I have waited so long, they should have just told me from the beginning they wouldn't be able to deliver it.

I have tracked down numerous stores around Florida and only one in the northern part of the state has a few of these TV's available. However, I want it shipped

to my house or my local store; I cannot travel 500 miles to pick it up. Any suggestions as to what I should do or who I should contact to do this?

Of all the stores I have contacted, no one wants to help. Bestbuy should have told me they tv wouldnt be available. I wouldnt have wasted my time with them!!

[AaronE]

please don't post duplicate threads with the same info you already posted a few hours earlier.

[Starflyer59]

Samsung recently discountied alot of their 2010 models and the supply is limited everywhere. I just purchased the UN468000 LED from Amazon because it was out of stock everywhere and BB was $740 higher than Amazon.

 BB has a history of selling items that they do not have in stock and they the buyer gets shafted because BB cannot get anymore in stock.

It's not a scam....it's seems like their inventory system cannot keep up with the actual purchases so they end up selling more than they have.

I was looking at the Samsung UN467000 last week on HHGREGG and within 10 minutes they price jumped $400 and then the TV disappered from the website.

[Robmidi]

Check my 2 sheckles at thread TV Never got Delivered.

[Robmidi]

I feel for you.  On Feb 4, I bought a Samsung UN65C6500 to replace a 65" DLP that I've had to replace the lamp in 3 times in the last two years.  We opened a Best Buy Credit Card and did the no-interest financing thing.  The sales associate said it would be about 3 weeks for delivery.  Delivery was scheduled for Feb 27 and that we would get the usual day-before call regarding a 2 hour delivery window.  The day before scheduled delivery, I received a phone call from someone at the distribution center who told me I probably wouldn't be happy with what he had to tell me; and that the set was on backorder.  "For how long?," I asked.  "I dunno," he replied and then he proceeded to tell me that we are approaching model year-end for Samsungs and that the 65" sets were hard to come by.  Apparently, judging from numerous other forum posts I've seen, it applies to Samsung in general.  "One guy had to wait 2-1/2 months," he mentioned.  All the while he had this nervous, irritating laugh that he uttered after each of my questions or comments.  It was probably an unconscious thing due to all the calls of the same nature he had to make to ultimately unhappy customers.

Now, having been an importer before retiring, I'm used to long lead times, but then came the insult:  A BILL REQUIRING A MINIMUM PAYMENT.  The bill came on Friday the 25th, so because we thought we'd be getting the set in two days, we made a payment.  I don't know about you folks, but I have a real problem making payments on something I don't even have. (I didn't do a "layaway" program). 

The guy at the warehouse seemed to be a lot more forthcoming about supply status than the sales guy and told me things I doubt corporate wanted him to.  He suggested I go to the store and talk to a Home Theater rep and maybe I could get an upgrade or somehow otherwise come to some satisfactory solution.  Well, let's see.  At no extra charge, I'd be happy to take a UN65C8000 (like, yeah, uh huh).

So I sent a gripe-gram to BBY forum moderators who informed me that I am currently rescheduled for March 22nd.  That sounds strangely like the 30-day blow-off program, at which point I could possibly be put off again.  The reason I say this is that I have a scheduled Geek Squad calibration appointment for April 22nd.  How co-inky-dink-al.

Aside from the fact that the store guy didn't tell all (deceptive if he knew all), I could wait for the thing to show up, but I am NOT GOING TO MAKE FURTHER PAYMENTS ON A PRODUCT I HAVE NOT YET RECEVIED.

SO, now I have to go make a public appearance at the store to obtain some sort of a resolution to this problem. 

My advice to folks looking for Samsungs (or any other product for that matter) from Best Buy is to visit the store, buy it; and when it's on a flatbed heading to the cash register---then you know it's in stock.  Don't be fooled when you visit the web site and when you click on "check availability" you see "USUALLY SHIPS TO STORE IN 3 TO 5 DAYS."  (Like, yeah, uh-huh).

[Dorothy-BBY Community Supervisor]

Good afternoon seck2212 -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you!

[Justin-BBY Community Connector]

Hello seck2212-

It's disappointing that your Samsung TV delivery order was cancelled due to availability issues.  Under the circumstances, I think anyone would be venting their aggravations and look for additional guidance in hopes of finding some answers.  I'll do my best to assist you through this situation.

It's inconvenient for you to receive last minute notification that you will no longer receive your ordered TV.  I agree with you that you should have been advised of any problems completing your order beforehand.  However, please be aware that according to our website's terms that "prices and availability of products and services are subject to change without notice." 

I know this isn't the answer you're looking for and in order to personally step in, I'd need to get additional information.  I will send you a private message to get necessary details and to view your private messages, ensure you're logged into our forums and select the letter icon in the top right corner. 

Thanks for posting,

[Robmidi]

Update:  Visited the Clovis, Ca store where TV was purchased and was told by a sales rep (not the one I ordered from, who wasn't there), that what I have experienced is VERY RARE.  I think not.  At any rate, he was not able to offer one iota of a solution, except to take my phone number and said he would be back to me in the next two days with what he finds out.  Good luck to me.

[Robmidi]

Update #2:

Called and spoke to HSBC rep, explaining entire drama.  Asked if since I had NOT received my product, do I still have to make payments on it?

A resounding YES was her reply.  IF YOU DO NOT, YOU WILL BECOME DELINQUENT.  Her advice:  Make only the minimum payment until you receive your product and then increase it, if you wish.  Meanwhile, another credit card I put the balance between the BB card and invoice total will come due.  The Home Theater rep at the Clovis, CA store never called me, as promised (He was going to phone around and find a set elsewhere and get it transferred.  He must be new).  Had a nice fish and chips lunch with my wife at the same shopping center, but otherwise our visit to the store was TOTALLY UNPRODUCTIVE. 

I'm going out of town and will be back two days before my next scheduled delivery (March 22nd).  If I get a call on March 21st from the warehouse and find that the item is still not available,(am guessing dissapointment is once again looming)  I am going to the store and cancel the whole kit and kaboodle.  In the future, if I can walk out of the store with it, I might buy from Best Buy again.  Otherwise, forget it.

When I was in business for 35 years, our customer service was rated #1 in our industry, even though our prices were slightly higher than the competition.  My wife and I are both sick and tired of the amount of INCOMPETENCE there is in corporate America today. It's a real shame the amount of it; and it is not soley with corporations. 

[Robmidi]

My saga has (I hope) ended.  Ordered UN65C6500 on February 4 for February 27 delivery.  Got call on 26th that item on B.O.  Many calls ensued, was rescheduled for March 22nd.  I got back from a trip on the 20th, expecting to get a call on the 21st telling me item still on B.O.  Much to my skeptical delight (having read all the horror stories in these forums),  received call on 21st scheduling my delivery for the 22nd between 7 and 9 a.m.  At 8 a.m., a three-person, very knowledgeable delivery team showed up with my new-in-the-box 6500!!! (YEAAAAAAAAAAAAAAAAAAAAAAAAAAHHHH!!!)  It was worth the wait, but I wouldn't have waited much longer, since I had made a payment on something not yet delivered. 

At 8 a.m., a 3 person crew showed up for delivery and installation.  They were very professional, courteous and careful.  They ran a setup on the set, connected it to my HT receiver and we fired up the satellite receiver, Wii and Blu Ray player.  Awsome picture!  I will be setting up the network capabilities of the set and program my universal remote later today (ugh). 

This transaction got off to a bad start, but I feel it was rectified within a fairly reasonable time frame.  The biggest problem during the course of actually getting the set was in getting timely, relavent status updates as to delivery.  I understand BBY is a large company and has many SKUs to manage and backorders do occur, but I feel someone in the organization has ETA info that was not shared with me.  A stronger effort in customer satisfaction seems to be needed company-wide.  In the final analysis, my troubles were much smaller than other customers whose posts I have read, and have great empathy for.  Good luck to all of them.  Best Buy did come through for me, though, which I greatly appreciate.  I am looking forward to my calibration, scheduled for April 14th.  Problem Solved.