BestBuy.Com

[Feliciarb]

I stayed up until 3AM (Pacific time) on Thanksgiving Day in order to take advantage of this AMAZING sale and purchase the Lenovo laptop as a birthday gift for my 11 year old niece. I received my order confirmation email at 3:15AM. Then at 6:42AM I received another email stating the laptop was on backorder!! As per the email, I called Customer Service to see if I could pick one up at my local Best Buy store. The Customer Service Rep that I spoke to was COMPLETELY rude and not helpful at all. In fact she even spoke negatively about the company by saying "I wish THEY wouldn't put that option in the email" and "THEY never provide us with the proper tools to handle these situations." She then told me there was nothing she could do to assist me.

As a person who has previously worked in Customer Service and Call Center Management for YEARS, I found this APPAULING! I'm sure this was NOT part of her training. Aside from that I am extremely upset that I had my order in and completed within 10 minutes of the sale going live and I don't have the merchandise that I stayed up hours to secure. This was the only way I could afford to get a laptop for my niece. Her birthday has now passed, she has been looking forward to this, and now I don't have the heart to tell her that she may not get it. CAN SOMEONE PLEASE PLEASE PLEASE HELP ME?!?!? 

[Feliciarb]

Still hoping to get some help to resolve this issue!

[Feliciarb]

Does anyone from Best Buy REALLY read these requests for assistance???

[l_magoo]

I ordered the same laptop, on the same day, and at the same time, right when the sale started, and mine is also in backorder limbo. Mine was to be a Christmas gift for my nephew from Santa. I have been trying and trying to get a straight answer out of Best Buy, and all I get is it's backordered and supposedly they'll fill it (hopefully). Not sure what we are going to do.

I do have an interesting twist with my story. My mom-inlaw also ordered the same laptop for another grandkid. Her order completed like 5 minutes after mine. She got her laptop on Dec 2.

According BB customer service reps, BB.com orders get routed to different distribution centers. I think yours and mine ended up at one with an inaccurate count.

I hope you get your order.

[Feliciarb]

WOW!!! Seems to me, they should have a less archaic way of filling online orders or better inventory control. Only make available what they KNOW they can fill, ESPECIALLY when it comes to a sale like this. It's sooooo frustrating. I've also tried sending an email to no avail. *sigh*

Hope you get your order too!

[Feliciarb]

bump

[Aaron-GS Community Connector]

Feliciarb,

We received your message from Facebook over the weekend, so I'd encourage you to check your e-mail if you haven't already done so.

[Feliciarb]

Since my original post was locked and I couldn't reply publicly, I'm reposting it with my further frustration....

ORIGINAL POST:

$179 Lenovo Laptop Thanksgiving/Black Friday - PLEASE HELP!!!

12-07-2011 11:32 PM

I stayed up until 3AM (Pacific time) on Thanksgiving Day in order to take advantage of this AMAZING sale and purchase the Lenovo laptop as a birthday gift for my 11 year old niece. I received my order confirmation email at 3:15AM. Then at 6:42AM I received another email stating the laptop was on backorder!! As per the email, I called Customer Service to see if I could pick one up at my local Best Buy store. The Customer Service Rep that I spoke to was COMPLETELY rude and not helpful at all. In fact she even spoke negatively about the company by saying "I wish THEY wouldn't put that option in the email" and "THEY never provide us with the proper tools to handle these situations." She then told me there was nothing she could do to assist me.

As a person who has previously worked in Customer Service and Call Center Management for YEARS, I found this APPAULING! I'm sure this was NOT part of her training. Aside from that I am extremely upset that I had my order in and completed within 10 minutes of the sale going live and I don't have the merchandise that I stayed up hours to secure. This was the only way I could afford to get a laptop for my niece. Her birthday has now passed, she has been looking forward to this, and now I don't have the heart to tell her that she may not get it. CAN SOMEONE PLEASE PLEASE PLEASE HELP ME?!?!?


EMAILED RESPONSE FROM BEST BUY:

From:Facebook (Facebook@bestbuy.com)

Sent:Mon 12/12/11 9:45 AM

To: Felicia B.

Hello Felicia,

I hate to be the bearer of bad news, but the laptop you ordered is no longer available and we do not expect to receive any additional shipments.  This unfortunately means that your order may be cancelled.  Our order support team is currently investigating alternative solutions, so I’d encourage you to keep an eye out for a message from them in the next few days.

If you would like assistance locating another laptop, please let me know.

Agent Aaron

Geek Squad® Community Connector

----------------------------------------------------------------------------------------------------------

AS I STATED IN MY EMAIL REPLY, I DON'T FEEL THIS IS ACCEPTABLE!! I feel BEST BUY needs to make this RIGHT! This is quickly turning into a bait and switch situation. I placed an order based on an advertised sale. I was ALLOWED to place this order via the Best Buy website. I know that other customers placed their orders AFTER I did and have RECEIVED their laptops. I want Best Buy to honor this order, NOT CANCEL IT and find me THIS particular laptop or one that is comparable as well as honor the ORIGINAL price.  This is not MY error.

[Feliciarb]

My credit card was charged by Best Buy today. Should I take that as a sign a laptop has appeared and is on it's way?? *FINGERS CROSSED*

[Tears33]

I had an order that the website kept saying that was in the process and it actually arrived at my house with the website still saying order was processing... In the whole process my card was authorized a few times but not actually charged... if your card was actually charged then my guess is it has shipped because they dont put an actual charge on the card until it does ship, but if it is just an authorization hold, then I would not hold my breath that it has indeed shipped, but that is just my experience with the whole thing I went through... hope you get your item soon