My husband and I had been looking for a TV stand for some time, and finally came across one in Best Buy that fit our needs. The representative in the store informed us that they would have to order the stand, to be delivered to our apartment, and we did not have to pay shipping. No problem. The stand was ordered, and we waited for the delivery. I checked the tracking number they provided, and I saw a notice that the package had been damaged during shipping. I waited a day, but received no communication from Best Buy. I called the store I bought it from, and they said they didn't know anything about it yet, so I just had to wait. A few days later, I still had not heard anything, so I called again. The stand had been damaged, so my order was cancelled. For some reason, I then had to place a whole new order. I proceeded to do this over the phone. I asked if they could ship it to the store instead of my apartment, hoping that maybe it would help prevent damage to the replacement stand. This was not possible.
Later in the day, I checked my credit card activity, and I had a refund for the original amount and a charge for the replacement stand- which was MORE than the price of the one that had been damaged. They had charged me shipping. So I called again. They looked up my order and told me they would simply do a price adjustment. However, they all of a sudden couldn't do any transactions over the phone. They refused to give me a price adjustment over the phone for the order they oh-so-willingly took over the phone. They also refused to cancel my order over the phone. I absolutely had to come into the store. I went into the store after work and tried to cancel the order, but it had already been shipped (I'm curious as to whether it would have been shipped had it been cancelled when I called earlier in the day). I had no choice but to wait until it was delivered. When it finally arrived, it was the wrong color (which I had asked the salespeople along the way to check) and it was damaged. Apparently Best Buy needs to learn how to package their merchandise for shipping. We took the stand back, and in hopes of avoiding another shipping fiasco we took a look at the floor model, hoping to just buy it. It was scuffed up and someone had not done a great job of putting it together. At this point, we gave up entirely and walked next door to a furniture store, where we found a stand that was shipped without incident.
I guess the worst part of the whole experience was that, with the exception of one representative, no one seemed to care. Their attitude was that it wasn't their fault, it wasn't their problem, and it was no matter to them if we got the stand or not. I order a fair amount of electronics at work for our office, and we used to get them all at Best Buy. I've started shopping around, and if anyone has a good price and availability, I avoid buying from Best Buy. I refuse to unnecessarily give my money and my company's money to a company with such disregard for their customers.
@Dorothy_BestBuy
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