My nightmare started back this past Thanksgiving when I ordered goods only to not receive them, and not receive any notification of what was going on. Spent about 2 hours on the phone trying to track down order, finally found someone who assured me that it was on the way, and wanted to give me $25 gift card to try BESTBUY.COM again. Should have just run...should have never tried to buy from them again, but decided to use the $25 plus my own money to buy gifts for my neices. Ordered in plenty of time to receive items, three DVD's. I received two packages, one contained one correct DVD, the other said that it contained my DVD's, but instead contained two Death Metal CD's. Got on the phone with Customer Service, only to be on hold for 1.5 hours, then accidently hung up on when CS picked up the line. Called back in, on hold another 45 minutes, than spent the next hour speaking with a CSR who spent most of the time commenting on the appropriatness of my DVD purchase for my young neice, finally she said she was going to transfer me to a Manager, and she disconnected me. Called back in AGAIN, and reached a guy after being on hold for another 45 minutes. This guy told me that my money would be credited back to my cards by the morning, and I would get an ONLINE COUPON for my troubles. Waited, nothing. No money given back, no online coupon..nothing. Called back in, waited another 45 minutes, got a rep and she told me that the last person was wrong, and that BB could not refund my money until I sent back the items that I was shipped by mistake, even though this wasn't my error. Having no other recourse, I waited. I waited and waited, and waited. Two weeks after Christmas still no labels, no emails, no box to return the items, no money back in my account, nothing. I finally called back again two days ago, and have been going through the exact same run around AGAIN. Endless apologies about how sorry they are, BUT NO ACTION!! I have asked multiple times to speak with manager, but they will never get on the phone with me. Every time I call in there is no option but explain it all over again and go through the same long list of solutions that didn't work each time. Best Buy refuses to refund my money, refuses to send me anything to ship it back to them, and refuses to put me on the phone with a manager. I bought all of my items online for Christmas. This was the only issue that I have had, and as mistakes go, should be easy to resolve, but Best Buy makes even this simple resolution difficult. I am now at close to 10 hours..no resolution. Will never order from Best Buy again.
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