03-10-2012 03:27 PM
I bought and paid for a Whirlpool dryer (WED9150WW) from Best Buy #801 in Washington, on sale at $503.99. It was meant to be delivered two days later, but instead I received a call saying that it was no longer in stock. Of course they could have established this earlier, prior to sale. Does Best Buy have any obligation --- legal, or simply as a matter of good customer relations -- to replace my purchase with an acceptable substitute? We have already wasted two days waiting for a dryer that we could have bought from somewhere else.
03-10-2012 07:18 PM
03-11-2012 10:23 AM
I called them. They said that the appliance department supervisor, George (they would not provide his last name), would call me back within an hour. It is now a day later, and I have still not heard from them. So much for BB customer service. I have now given up on Best Buy and bought an appliance from Home Depot, for less than the Best Buy price. Will avoid Best Buy in the future.
03-11-2012 10:44 AM
as i understood from a recent issue i had. When you purchase something that isn't in the store, that item can very well not be available to you when it comes time to actually pick it at the warehouse. (they don't seem to reserve it for you and actually the store may show them in stock, but the warehouse says it is backordered??)
This seems like an inherent problem to me. If it is done intentionally to secure the sale that is just wrong. If it is done because their systems don't work that way, then someone should fix it pronto.
I also purchased my appliance online from HD in minutes and scheduled delivery and installation without having to speak to anyone.
I entirely expect the item is in stock and that it will be delivered and installed when stated. My fault for not making the correct choice of suppliers at the outset, won't do that again.
03-11-2012 01:53 PM
03-11-2012 03:49 PM
when the CC is charged and the order is completed and I am given an invoice/receipt indicating I purchased said item, that item should be "removed" from inventory and not be available for any other store to "complete" their order. Likewise, that final "sale" should not be able to be completed if someone "snuck" in and took my item. If Best Buy doesn't have real-time inventory management, then they should address that.
Or maybe, someone at the store should review daily a list of all items ordered through their store to be sent to their customers and ensure it has been allocated so that the customer is not left to find out ON THE DAY THEY ARE TO BE GETTING THE ITEM THAT IT DOESN'T EXIST.
All of your scenarios should be addressed by Best Buy so that
a) they don't occur
b) a customer is notified as soon as possible that there is an issue with getting the product they purchased on the date they are told.
03-11-2012 07:26 PM
You would have thought that BB would have the ability to instantly update their inventory when a store sells a product so another store is not selling the same product. That is how airlines manage their seating system, so it is not impossible. But perhaps that is beyond the powers of the well-advertised BB "Geek Squad." While they are about it, BB might also think of a system to get "George" to respond to calls, as promised. That is called good customer relations, no modern technology required.
03-12-2012 02:03 PM