BestBuy.Com

[jacklizamom]

Oct. 2, 2009- ordered GE Refrigerator and microwave to be delivered on 10/19.  Today (10/18) recieve email from BB changing delivery date to 11/7 with no explanation.  Called- cust. rep. can't figure out why and reschedules to 10/21 THEN I receive mess. from warehouse saying items backordered until 11/7!  I took the day off and planned to have items delivered on 10/19.  Also, when I chose item online- said that it was in stock.  See this email they sent me after I confirmed my order online.  CLEARLY states that my delivery date is confirmed, etc.  This is a real misrepresentation PLUS I lose money by taking the day off tomorrow and again the next time it is to be delivered.  They could have at least contacted me last week to let me know of backorder.  I will cancel my order tomorrow!  Several other places can give me same or better price and I get delivery right away.  I would stay away from this site.  When you visit Lowes.com, you can check for availability immediately and know exactly what merchandise status is.  I have worked in this business before and know about inventory mgmt. , delivery, etc. and this is clearly mismanagement on BB's part.

I spoke to a couple of folks at BB (who were nice and tried to be helpful) from customer service including escalation.  They said they could offer me coupons to compensate.  WHAT!????  I don't want coupons to I can buy more from BB- you lost me!!

Here is the list of items that I intend to purchase over the next 30 days that WILL NOT BE FROM Best Buy.  Cell phone, IPOD TOUCH, New laptop, Washer and Dryer, home stereo with IPOD dock station NOT to mention items from my christmas list!  Oh well....  will definitely be purchasing elsewhere!

Delivery Date Confirmation
10/2/2009
Order Number: BBY01-{removed per forum guidelines}

Dear Helen:

This message confirms the delivery date for your recent purchase listed below.

We will deliver the item(s) on 10/19/2009.

IMPORTANT! The next step is that a delivery agent will contact you by phone the day before your scheduled delivery date to confirm a 2-hour appointment time window.

Standard delivery time windows are in 2-hour increments from 7 a.m. to 9 p.m. Please make sure an adult (age 18 or older) is home to sign for the delivery of your item(s).

For questions about Shipping & Delivery, click into the link. If this date is inconvenient for you, please call us toll-free at 1-888-BEST BUY (1-888-237-8289) to reschedule.

Reward Zone® program members
If you entered your Reward Zone ID during checkout, points will be awarded to your account for eligible purchases approximately 30 days after fulfillment. Please allow 6-8 weeks to receive your reward certificates. For more information or questions about your account go to www.MyRewardZone.com.

Thank You.
Best Buy Customer Care

Order Date: 10/02/2009
Order Number: BBY01-{removed per forum guidelines}

Qty
Product Description

1
GE-Spacemaker 1.7 Cu. Ft. Over-the-Range Microwave-Black-JVM1740DMBB


  Status: Delivery date of 10/19/2009 confirmed.

1
DELIVERY


  Status: Delivery date of 10/19/2009 confirmed.

1
GE-21.7 Cu. Ft. Top-Mount Refrigerator-Bisque-on-Bisque-GTS22KBPCC


  Status: Delivery date of 10/19/2009 confirmed.

For complete order details, check your order status.

[Aaron-GS Community Connector]

Hello Helen (jacklizamom),

I can imagine how frustrated you must have felt to discover that your purchase had been placed on backorder, especially if you were unable to obtain information regarding why this might have occurred.  Although I do not know why our website support staff would not have been able to provide you any additional details, I apologize if you found this to be the case.  I would be equally disappointed in a similar situation.

Based on the information you provided, it appears that reason why a backorder may have occurred is because both of the appliances you purchased are special order products.  Special order products are ones that are not normally carried by either our stores or warehouses, and are instead ordered on an “as needed” basis directly from the manufacturer.  This unfortunately means that there is a standard three week delivery delay on these products and that the date you were provided with your order was an only an estimate.  In the event that the product does not arrive within the originally quoted timeframe then, our customers are provided the option to either cancel their order (as you mentioned you have done) or to wait for that product to arrive.

Now, it’s certainly regrettable if your recent experience did not meet your expectations, but rest assured that our website support staff will have the opportunity to review the situation.  If you need any additional assistance in the meantime, however, I would invite you to send me a private message.  You can do so by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

Thanks for taking the time to share your experience with us.

[jacklizamom]

I appreciate your response.  However, the information on the website did not say that the product was "special order" and the email says "confirmed delivery" which is why my expectation was set to believe that BB could deliver by 19th.  A reasonable expecation given the information.  Your mgmt. and web support need to review the info on the website for these products and delivery- definitely misleading.    The products both state "in stock" which is a very different thing than special order.  PLUS, it is unacceptable that the warehouse called less than 24 hrs. prior to delivery date and stated "product is on backorder" and that is it.  BB needs to practice better inventory mgmt. and consumer communication.  I probably would have still accepted delivery if BB would have offered a discount (since I took time off work which costs me money) instead of a ridiculous coupon for future purchases. 

Additionally, customer service reps only know scripts- no empowerement or ability to problem solve.  Also, no commication line to warehouse and so can't even help customer figure out what the problem is.

I will be spending more than $3000 over the next 3 months in applicances, computers and electronics and it won't be at Best Buy!!  I will be blogging more too so other customers hopefully, won't get caught in this situation!

[Richboy37]

Jack,

I have had a terrible experience as well dealing with Best Buy online.  I don't believe I will be a future consumer of Best Buy as well.  Can you suggest a solution.

[jacklizamom]

I think the solution depends upon the problem you experienced.  What is your story? Overall, I say boycott and use word of mouth to let these companies know that they have to do a better job.  I did it with Home Depot a couple of years ago and was successful.  I always fill out the surveys- good or bad.  I have noticed (probably not just because of me, but if enough customers speak up) that HD has made changes and seems like they are improving.

I went somewhere else for my products and ended up with better price and service.

[trinibears]

Hello guys,

I am currently Having  a similar  situation with misrepresentation, I ordered 3 games on 25th Oct , while ordering it said that all three were available ,after ordering I  checked the status  of my order it said being prepared for shipping in 0-1 days.

Lo and behold 2 days later all three Games were put on back order... today is day 4 and ive only had ONE ship out to me while the other 2 are still on back order

while they have given You a lengthy explanation They have yet to explain why i have been shafted.

I agree that Bestbuy's system for ordering is a muddled one and requires a revamp. I am Chronicling this episode on my thread 1st Order from BestBuy.com = Back ordered Dissapointment .....Im giving a play by play everyday post of my First and Maybe LAST experience with ordering on bestbuy.com.