BestBuy.Com

[robd]

I attempted to purchase a 5o inch plasma TV from Best Buy on Monday, on line they showed a offer that included a free 19 inch LCD TV, ( I have pdf files from the web site) every time I clicked on the offer, I got an error message. I requested help from there cust service and they promised to get the matter taken care of after holding I was told the offer was no longer valid and they were out of the 19 inch TV's at that point. It was then suggested to me that I make the purchase and contact best buy corp office and fight them for the free tv. I decided that was a risk not worth taking. In Tuesday AM I received an E-mail offer from best offering the same deal a free 19 inch tv with purchase of a 50 inch plasma tv. I clicked on the offer and the same thing. Once again I had there customer service call me and was promised this matter would be resolved, after waiting till 6:30 for a promised return call. I contacted them again. The first time I was given two phone numbers to call 612-292-6397 and 612-618-6703 both which are media relations phone numbers. This mornings call was some what disturbing, when I confronted them about the TV offer they told me it sold out in 4 hours, I asked them how that could be since the TV was not in stock yesterday? The service rep then changed his tune and said that the e-mail was sent out in error. He then put me through to best buy customer relations, I started to explain the situation to them and about ¼ way through the conversation the call was interrupted, “we need the e-mail that was sent to you to resolve this and we will have it taken care of today for you, I then forwarded the e-mail with the offer to  letrice.winchester@ncogroup.com  . and was promised that best buy was going to make good on there offer. As of 6:30 it didn’t happen. I feel there business practices are non professional and questionable.

 

[jlowney]

hey I just returned a free 19 inch tv that I received for purchasing a 46" TV that they didn't even carry read my block BEST BUST and hear my nightmare.   Also the email for the AG's office in MA is in it file a complaint.   Good luck

[BBbaitandswitch]

I got the same e-mail also.  Recived at 01:41 am on Monday and when I opened it at 8am that morning -no 19" tv.

I made several calls - one disconnected, one which put me into a loop messege that I couldn't get out of, and finally got through to someone, who asked me to forward the e-mail to them (which I did).  She stated that she would talk to a manager and general manager and could, possibly get the deal for me yet.  They also took my name and phone # and told ne I would be called back.

Now, 3 days later, I finally call them back, and have to go through the whole prcess again. 

 What great customer service. 

First, a mistake was made by sending out an offer that they are not willing to back up. 

Second, poor customer service on dealing with the issue. 

And Third, not satisfing the customer by offering them the original offer to make a happy customer, which will in return, keep the customer coming back for future purchases.

They have lost my business.  Good luck in business BB

Rich

(BB- you have my number to make this right.)

Post edited to remove personal information per our Community Guidelines

Message Edited by Dorothy-BBY on 01-29-2009 12:04 PM

[robd]

I attempted to purchase a 5o inch plasma TV from Best Buy on Monday, on line they showed a offer that included a free 19 inch LCD TV, ( I have pdf files from the web site) every time I clicked on the offer, I got an error message. I requested help from there cust service and they promised to get the matter taken care of after holding I was told the offer was no longer valid and they were out of the 19 inch TV's at that point. It was then suggested to me that I make the purchase and contact best buy corp office and fight them for the free tv. I decided that was a risk not worth taking. In Tuesday AM I received an E-mail offer from best offering the same deal a free 19 inch tv with purchase of a 50 inch plasma tv. I clicked on the offer and the same thing. Once again I had there customer service call me and was promised this matter would be resolved, after waiting till 6:30 for a promised return call. I contacted them again. The first time I was given two phone numbers to call 612-292-6397 and 612-618-6703 both which are media relations phone numbers. This mornings call was some what disturbing, when I confronted them about the TV offer they told me it sold out in 4 hours, I asked them how that could be since the TV was not in stock yesterday? The service rep then changed his tune and said that the e-mail was sent out in error. He then put me through to best buy customer relations, I started to explain the situation to them and about ¼ way through the conversation the call was interrupted, “we need the e-mail that was sent to you to resolve this and we will have it taken care of today for you, I then forwarded the e-mail with the offer to  letrice.winchester@ncogroup.com  . and was promised that best buy was going to make good on there offer. As of 6:30 it didn’t happen. I feel there business practices are non professional and questionable.

 

[robd]

and 24 hours later no call........ This is bad service!

[Elizabeth-BBY Community Supervisor]

Dear robd, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Jason-GS · Accepted solution]

Hi robd,

I am aware of an error that occured on our website early in the week regarding this specific offer.  I apologize that you have been unable thus far to get this taken care of; that looks like a great deal!  I am sending you a private message to collect some information to get this taken care of for you.  Please check your messages in the envelope at the top of the page.

Thanks for writing!

Agent Jason

Geek Squad® Community Connector

Go Ahead.  Use Us.

[SavvyShopper]

This is marked as solved -- please verify so that some of us out here can have hope.

[BBbaitandswitch]

Yes, I too, would also like to know what resloved this.  Did you get both TV's for the 1149.99 price advertised.

This complaint you had is the same situation that I had, but I still haven't heard squat from the "manager" that told me on Thursday that he would call me back within the hour.

Maybe a Moderator or Administrator could send me a messege explaining to me what I am going to get for my trouble.

Only contact that I can give you to prove my story is the email that I sent BB on Monday morning:  claudia.menjivar@ncogroup.com

[bbuttitta]

I am also having the same problem with the same TV and promo, but my issue has gone 1 step further.  I recieved no phone call to have a delivery schedule for 2/2/09, but is marked for delivery (based on the delivery confirmation and endless phone calls).  I contacted the 800number given on the website and am now in the "blackhole" of their customer service.  I have been working on this for over 3 hours and the only "resolution" (if you can call it that) is to yet get passed along to a "2nd Tier" research team in 5 to 10 day time frame.  I was told by the customer service floor supervisor the following things:

1. that the item was out of stock
2. then the item was in stock was was undeliverable to my area
3. to continue attempts in calling the warehouse myself (have called 15 times- ringing until an automated voices says that the party is not answering)

There would be no issues if I had been contacted prior to my delivery date- at anytime.  I will agree with you about the lack of professionalism and quality of service that I got.  I am interested in seeing how your issues were resolved and the time frame it took.