Best Buy & Geek Squad Policies

[captfun4523]

Purchased an LG television from the Best Buy Rewards invitation sale on Sunday night.  Despite the fact the event was sponsored by LG and the tv in question was a flyer item for the sale, none were in stock.  I was told and was given paperwork indicating the tv would be available Wednesday.  The website shows four locations in the city with the item in stock.  When I arrived to pick the tv . . . no tv.  And a very curt, borderline rude, young lady tod me to go home and wait.  After leaving and stewing on this for a bit, I called the store to ask why the item is showing on the website if they don't have it.  Salesperson on the phone said it was showing as in stock and transfered me to inventory . . . who never answered the phone.  I called back only to be transfered to inventory again, who didn't answer the second time either.  The third call to the store was never answered.  I called 888 BEST BUY and was transfered yet again, with a ten minute hold time.  The associate listened to my story and put me on hold.  Again.  For ten minutes.  The best he could come up with was 'The truck never showed up.'  No other explanation was offered.  So here I sit, with $1400 on my cc and no tv and no answer when I will get it.  'Wait,' I'm told.  I'm actually slightly curious as to the lagality of charging me for something I don't have.

I manage a retail store.  If I did business like this I'd be out of work.  Quickly.  I think I'll go back up there and get my money back.

[JM]

Well, depending on how the TV ordered, it's common to have the credit card charged before the item arrives. However, that's usually the case when the ordering goes smoothly, and a customer isn't given the run around, like you were, which isn't good. :\

Nevertheless, a Community Connector will be addressing this issue within the next several business days, and should be able to assist you in tracking down an answer as to where your new TV is.

PS: Enjoy the new TV, once you do indeed get it!

[captfun4523]

I can deal with the delay.  I work retail.  I understand things happen.  That's not the problem.  The general attitude of 'We have your money and we don't care,' is a huge problem.  This level of arrogance is usually reserved to airlines and the IRS.  Unfortunately, I happen to really want the item, the terms are really attractive and the price is right.  But this will be the last time I ever do business with BestBuy.

[Coral-BBY Retired: Community Connector]

Hello captfun4523 –

Welcome to the Best Buy Forums!

Thank you for taking the time to voice your concerns regarding your recent TV purchase here.  I can see how it would be disappointing to attend an exclusive sales event expecting to come home with a great new television only to be told it’s not available.
 
It appears from what you’ve stated you were advised by the representative from calling 888BestBuy that our inventory was not replenished as was expected.  If/when that does happen; our stores should be calling to inform you of any changes in the delivery/pick-up schedule.  I appreciate that you understand delays may happen and inventory may not always be available as we’d like.
 
I want to apologize for any negative experience you had in the store or over the phone during or after the purchase.  There is no valid reason why the phones were not answered and you were told to “just wait.”  This is not what we expect from anyone from Best Buy, as we’re here to help you.  I have also documented your concern regarding your experience.

I would like to look further into the situation for you and find out where the TV is and how we can get it to you as soon as possible.  As such, I have sent you a private message requesting some additional information.  To check your private messages, please click on the envelope in the upper right hand corner while logged into the forum.

Thank you for your patience and understanding,

Coral