Best Buy & Geek Squad Policies

[jenilalexander]

My saga begins this morning - I attempt to buy a new fridge and two iTouchs via the web. Oops, sorry even though your fridge is in stock, no delivery available... hmmm... I empty the cart and try again... nope... okay so I call Best Buy. A woman named Davincia takes all my information in a 30+ minute call... oops she can't figure out what the problem is... she puts me on hold and comes back and says she can't find her manager, she will call me back within 30 minutes, they will find a way to deliver it to me. Ok, great. I wait, and I wait... and I w a i t... no callback. So, I call again. New guy says, there is no info on this order... hmmm... so we start over, why won't you take my $2000? He says he can't see what the problem is because he can't see where the fridge is available (and I keep thinking, I called customer service, right?? Shouldn't they be able to see WHERE stock is located? Wouldn't that be um, easy to access given that I can look MYSELF online???). So he tells me he can call the store but it might take a long time or they might not answer... ok call. I wait, and wait... he comes back, the store didn't answer. So now what? I am 3 hours into this and still Best Buy will NOT TAKE MY MONEY! This is by far the worst buying experience I've ever had. Who can I write?

[JeremyB]

You wrote to the right place. One of the community connectors will be along shortly and will be able to assist. I am terribly sorry about the experience that you had though. I am sure that they will need some info as well so be ready to PM should they ask you to.

[Dorothy-BBY Community Supervisor]

Hey jenilalexander -

Justin from our Community Connector team will be reaching out to you regarding your concern.  I appreciate your patience!

[techinfosystems]

might have been a error online. You can view the inventory of the store online but its not always up to date. The more busier the store gets the harder it is for the inventory system to keep up and be accurate so it may take a couple of hours or more to update.

[ilsnowboard]

Funny thing is, what ever happened to the "age old process of going to the store and buying something"  Unless you live in podunk there is bound to be a best buy around the corner from you.  If you really and truely were having a problem getting the information that you wanted drive there!  If they don't have it, it can be brought in for you.  What a concept!!!  Wow to actually think that someone would be so daring as to drive to a store to buy something.  I just love the people who don't get their way and say "I have a consumer right"     No you don't....

[Nokia]

While gas may be free for you, it's not for the rest of us...

[ilsnowboard]

Gas isn't free for me or for anyone else.  But, when you buy something online there can't be the same level of customer service that one would get in a face-to-face transaction.  So if this person was really having trouble buying something, which I doubt, then drive to the store.  Wait a minute, could get personal service.  I know that's really old school retail to most, but try it, it does work.

[Nokia]

Maybe he had already gone to the store to pick the items out.

[Justin-BBY Community Connector]

Hi jenilalexander,

I was troubled to read about your attempts to purchase a new refrigerator online.  It’s frustrating to be ready to buy and be met with roadblocks to placing the order.  I know for a certainty that I would be very upset if something like this happened to me. 

I cannot offer an explanation for the delays you encountered when speaking to BestBuy.com support associates.  It’s our goal to ensure that you receive prompt and thorough assistance and that clearly did not happen.  I would like offer my personal apology for what was clearly a frustrating experience and failure on our part to live up to even our own expectations.

I would like to ask for the opportunity to help you, but need to gather more information.  To start off, I will send you a private message.  In order to check your private messages, you must be logged in our forums and click on the envelope in the upper right hand corner. 

Thank you for sharing your experience with us on the forum!  I look forward to hearing from you soon!  

Sincerely,