BestBuy.Com

[plytimshly]

I was hoping someone could tell me their experience with Best Buy and back ordered items.  My husband and I are leaving the country soon and we ordered the Samsung R780 laptops.  These machines had been out of stock online every other time we tried to get them so when I finally saw them online I called my mother and asked her to please purchase them, she has the BB card with the good financing.  She ordered them within 5 minutes of our call.  My order sat with an estimated delivery date on it for 5 days, after the first 3 days I got an email saying that they were "verifying" information from the order.  So I figured they were doing due dilligence since my mother ordered from an IP in the caribbean (her second home) the billing goes to her NY address and she was shipping them to me here in CA.  I would have been suspicious as well.  But no one ever called her and then after 5 days I get an email saying that the items are backordered.  My mother called and got very poor support from customer service, she was basically given an "oh well you have to wait" answer.

So, here are my questions.

Why would items that had been out of stock online 12 hours prior to our order, be on back order the moment they were once again available?  Does Best Buy only get 2 machines per order?

Why would they tell us they were verifying information buy never call anyone to verify anything, yet the charge was on her account immediately?

Why cant someone give us an idea of how long this is going to take?

Will they expedite shipping once the items are in to compensate?

I am very upset about the whole situation and it reeks to high heaven of inpropriety as they held up the order for no good reason only to put it on backorder.  I stalked these items, I know when they were out of stock and when they were available to purchase, it was less than 12 hours.

I know that customer service reps stalk this forum so I will leave the order number here,  (removed per forum guidelines), so that you can look into it if you would like.

Thank you for any help you or the community can provide.

[plytimshly]

Samsung Laptop with Intel® Core™ i5 Processor / 17.3" Display / 4GB Memory - Red/Black

Model: NP-R780-JS01US | SKU: 9728443

This laptop features a 17.3" widescreen display and 1.3MP webcam for video chatting with friends and family. The built-in wide-range wireless LAN allows you to connect to the Internet without wires. Windows 7 Home Premium preloaded Which Windows 7 edition is best for you? Compare.Learn more about Intel® processors. Information provided by Intel.

 4.6 Read reviews (77)

Sale: $849.99

I was hoping someone could tell me their experience with Best Buy and back ordered items.  My husband and I are leaving the country soon and we ordered the Samsung R780 laptops.  These machines had been out of stock online every other time we tried to get them so when I finally saw them online I called my mother and asked her to please purchase them, she has the BB card with the good financing.  She ordered them within 5 minutes of our call.  My order sat with an estimated delivery date on it for 5 days, after the first 3 days I got an email saying that they were "verifying" information from the order.  So I figured they were doing due dilligence since my mother ordered from an IP in the caribbean (her second home) the billing goes to her NY address and she was shipping them to me here in CA.  I would have been suspicious as well.  But no one ever called her and then after 5 days I get an email saying that the items are backordered.  My mother called and got very poor support from customer service, she was basically given an "oh well you have to wait" answer.

So, here are my questions.

Why would items that had been out of stock online 12 hours prior to our order, be on back order the moment they were once again available?  Does Best Buy only get 2 machines per order?

Why would they tell us they were verifying information buy never call anyone to verify anything, yet the charge was on her account immediately?

Why cant someone give us an idea of how long this is going to take?

Will they expedite shipping once the items are in to compensate?

I am very upset about the whole situation and it reeks to high heaven of inpropriety as they held up the order for no good reason only to put it on backorder.  I stalked these items, I know when they were out of stock and when they were available to purchase, it was less than 12 hours.

I know that customer service reps stalk this forum so I will leave the order number here,  (removed per forum guidelines), so that you can look into it if you would like.

Thank you for any help you or the community can provide.

[Dorothy-BBY Community Supervisor]

Good evening plytimshly -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to touch base with you.

[Allan-BBY Community Connector]

Hi plytimshly,

I’m sure it was disappointing to find out these laptops were on backorder after searching for them to be available for so long, and I’m truly sorry you mother’s inquiries with BestBuy.com were met with what she perceived as an uncaring attitude.

I did look at your order today, and I show that one of the two laptops shipped today. I also see that the other laptop is still on backorder. With backordered items we don’t receive a definite date that we will receive the items from the manufacturer, which does mean I wouldn’t even be able to guess as to when the second laptop will be shipped out to you.

I would like to provide you some additional information, and I am sending you a private message to pass that along. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,