BestBuy.Com

[ah54]

I am not one for complaining, but Best Buy has pushed me to the limit. I ordered a camera on Black Friday (11/25/10) and it still has not come in (12/14). I would much rather pay $15 for delivery than suffer through "free delivery". The customer can only cancel an order ONE HOUR after placing the purchase, meaning that Best Buy only wants your money. When I realized how long I would have to wait, I tried to cancel my order but was sucked into this absurd agreement without knowing all of the facts. http://www.bestbuy.com/site/Help-Topics/Shipping-Costs-and-Timing/pcmcat203400050006.c?id=pcmcat2034... says that standard shipping only takes 4-8 business days with ONE day for processing. I waited patiently for TEN business days until my order was finally processed (12/09). The salesmen at the Best Buy store even told me my order should not take longer because I ordered on Black Friday after they ran out of inventory at the store I went to. False advertising.

After calling the only best buy costumer service line FIVE times, I finally spoke with a representative who basically told me that they ran out of inventory. She was very nice but could not hide the fact that Best Buy is inexcusably unprepared. How can a large corporation be so unorganized? Two of the five times I called ended with the line going dead after I waited for over 20 minutes, then the other two times required a forty minute waiting time, which I did not have like the majority of Best Buy’s customers. How can anyone get anything done just waiting on the glitchy made-for-idiots automated phone line? I understand that "many people are calling" on a Tuesday morning at 11 AM, but doesn't Best Buy have an entire Geek Squad to fix a simple phone line problem? I guess that is just more false advertising.

My warranty on the product I have yet to receive started a week ago, and the only thing bestbuy.com can do for me is to bring my nonexistent camera into the store and have my warranty reset. BUYERS BEWARE: Buying from Best Buy means a lot of work yourself. While the smaller, local businesses suffer because of large corporations like Best Buy, they are the ones who truly care and will try to deliver on their promises. I am going to start supporting small businesses that have real people I can talk and can tell me more than “Your product is being shipped.” I will save you time right now by telling you not to expect anything if you go to Best Buy stores because they can not help you with anything you ordered online. It is as if one half of the company can not communicate with the other half. Ridiculous.

[KazooTom]

You do have one option that you may not have tried yet. Contact your credit card company and challenge the charge based on not having received the product, and no help in resolving your issue through Customer service. If the item arrives at your door, refuse to accept delivery.

I had a similar incident with a camera a couple years ago. I went to Best Buy to purchase a camera they had on sale, of course it was out of stock in the store. I thought because it was Best Buy and on sale they would have the best price. I ended up going up the street to a local camera store and found the item on the shelf. I walked out with a current camera in just a few minutes,,, and BTW it was priced 15% less than Best Buy.

Recently I tried to order a wall mount for my new TV from Bestbuy.com that was listed at a spectacular discount. The order went through just fine and indicated the item was "in stock" and should ship in 0-1 days (like everyone else here) A few days later I received an email that my item was back ordered and wouldn't ship for 1-2 weeks! I tried to contact customer service as suggested in the email to explore my options. After being on hold for somewhere over 20 minutes I gave up. Went to the local store to see if the item was in stock and if they would sell at the same rediculously low price. Of course they did not have it in stock. The price, BTW, was $60 marked down from $200 with free shipping.

I took my email down the street to ABC Warehouse and found the exact item in stock on the shelf. Expecting to be turned down because the Best Buy price was on the internet and not in store, I asked for a price match. They, without hesitation, agreed to match the price. I was able to walk out of the store with the product and my TV now proudly hangs on the wall where it was intended.

Upon returning home I cancelled the Bestbuy.com order and received email confirmation of the cancellation. Their written email states that the credit card will not be charged until the order ships, so I should be OK there. If for some unknown reason (incompetance maybe) the item arrives at my house in the future I will immediately return it to the store for a full credit. They will find that since they confirmed cancellation before shipping, that my storage fees will far outweigh any restocking fee they might try to apply.

[Dorothy-BBY Community Supervisor]

Good afternoon ah54 -

My apologies for not responding sooner, however I can see that you were able to receive your item on 12/15.  While I am not intimately involved in the inventory of BestBuy.com, I do agree with you that our company should have product to meet demand, and in this case it looks like we failed you by having your order take an extended time to reach you, and for that I do sincerely apologize. 

I appreciate you making us aware of your concern.  Have a nice Holiday!

[DK58]

Best Buy online fails constantly, "Dorothy". Why can't Best Buy get  it together?