Best Buy & Geek Squad Policies

[msdobbs]

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.

Thanks, Michael

[CrystalWoW Community Veteran]

No best buy has no obligation, whether legal or any other means, to replace your purchase with a substitute that normally costs more and discount it. They typically can find you something in the same price range or maybe even negotiate a discount. Have you called them yet.

[msdobbs]

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.

[Phulish]

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.

[CrystalWoW Community Veteran]

Basically a lot of stores order from the same warehouses. So say there is 1 of the dryer that the op wanted and while his store is making an order for it, maybe 3 other stores do at the same time or even 1 other store that happens to get it in while the order is being placed. Or, the system shows on both ends that there is 1 left at the warehouse, but when somebody actually goes to look for it, it can't be located for whatever reason. Lastly, the manufacturer says I can get you 1 on x date. Then x date comes, and the item doesn't arrive, then Best Buy can't make the delivery. These are all scenarios that can lead to a customer not getting their product.

[Phulish]

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.

[APR28]

The real question should be is " why didn't George call back?"

BBY seems to do a lot of 'not calling back'

[usndoc]

Ill bet you dont get an answer to your question apr28.

[msdobbs]

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.

[Ryan-BBY Senior Social Media Specialist]

Hello msdobbs -

Jesse from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!