12-03-2010 12:13 PM
On Thanksgiving, I ordered a 46” Panasonic TV, online from BestBuy.com. I scheduled the delivery for 12/04 and left it at that. According to the emails I received from BestBuy, I would receive a delivery confirmation email, a scheduling phone call, and they would not charge my credit card until the delivery was scheduled. Having not heard anything, I called them yesterday. I spent 20 minutes on hold and finally got a customer service rep who told me that, even though the delivery was coming to my name, and the purchase was made using my BestBuy.com account, I couldn’t talk to her because it was on my girlfriend's credit card, fine.
This morning, we called on the way to work and after a 30 minute wait on hold, the rep said that we were scheduled for delivery tomorrow and she would call the delivery guy for a schedule. After another 15 or so minutes on hold, she said that she couldn’t reach the delivery guy and emailed him instead. Uh oh.
Almost immediately, I got an email that our delivery had been rescheduled to 12/17, a Friday (workday), and also a day we’ll be in Vegas. So, my girlfriend called them back, and waited on hold for 45 minutes. In the interim, I received another email, rescheduling the delivery to 12/18, still in Vegas. My girlfirend talked to the rep and found that not only was 12/04 not a viable delivery date, the two reschedule emails were bogus too. Apparently there was nothing available until 01/05. No alternative, no “Let’s see if we can discount something else to satisfy our obligation” no nothing. Just “You’re out of luck, wait till next year.”
In addition, although they said that they would not charge the credit card until delivery time was confirmed. They actually charged it on 11/25. So, now they have our money, we get to pay interest on it before we determine if we’re actually getting the TV, and we got squat.
We spend a boatload of money at Best Buy, I’ve had the Silver membership for years now, but this it the third time in six months that Best Buy or BestBuy.com has wronged me. I'm done with this place. In no way is this acceptable. The tv is "Available for pickup" at my local store right now! Why on earth should I wait a month for delivery.
12-03-2010 12:30 PM
I think the charge you see on your credit card is a place holder, verifiying you have the funds.
I think you are least the second, if not more persons that mentioned that it would be after Christmas for your delivery, and this is disturbing, but honestly I kind of expected this kind of stuff from online Black Friday deals. This store seems to have over extended it's ability to function with in reason, and is not finding a way to help itself.
Most of the ways it would be able to bail itself out such as , hireing outside sources for delivery, many areas have multiple Courier services, some of which are capable of making deliveries for TV's and such. The issue is that Best Buy has installation services, and other requirements.
If their legal department were to write up a quick waiver of liability on installs, and such, they could hire these couriers to deliver a lot of their items that they are currently overwhelmed with, but only if the customer was willing to sign the waiver to release Best Buy from their legal liability of installations, and such.
Sadly companies like this would probablly abuse the eagerness of customers, and add in some stuff about not being liable for any damages, malfunctions, etc.. and then blame the courier services for anything and everything.
12-06-2010 02:38 AM
I am happy to report that I resolved my problem with Best Buy. After being ignored for 3 days, and getting the runaround from everyone I talked to, I went to a reputable establishment and bought a superior product for only a little bit more. Sure, I spent a little more, but Best Buy doesn't get my $500 for the TV they screwed me on, and they also don't get the $6,000 or so I spend there every year. Sure it's a drop in the bucket compared to what the company makes in a year, but hopefully we can all find alternatives to Best Buy and can get this company to change, or go away.
If you're in the same spot as I am "There's 250 of the TV's in the local warehouse today, but we can't let you have on until two weeks after Christmas." I recommend going to Costco and picking up one of their deals. If you want the 46" Panisonic, consider the 50" for $90 more. If that is too much, go with the 42" for $50 less. Find a friend at Intel that can get you Panasonic TV's at Black Friday pricing every day of the week. There are so many alternatives to continuing to give money to this lousy company.
12-08-2010 12:38 PM
This story keeps getting better.
This morning, I received an email stating that my order status had changed. "Finally!" I thought. "They cancelled the order as requested." Nope, this was a delivery reschedule to December 15th. It was almost as if they had no record of our three phone calls indicating that the original promised date (12/04) was the only acceptable date in 2010.
On a whim, I decided to take a look at the order. In addition to rescheduling the order to a date where only the delivery people would be at my house, they'd tacked on a $69.99 delivery fee!! Shipping/Delivery is ALWAYS free for RZ Silver members. Where do these boneheads get off tacking on $70 to deliver a TV 2 weeks late? UNACCEPTABLE.
On a positive note though, their latest attempt to screw me over changed the order status such that I was able to cancel the entire order online! Additionally, the far superior TV I purchased at Costco on 12/04 is working great.
12-10-2010 11:12 AM
12-17-2010 11:01 AM
I was disappointed to read that the Panasonic TV you had ordered on Black Friday did not arrive on the date you requested. I know I would also have been disappointed as well to find that not only had my card been charged before it was delivered, but also that the delivery date kept being pushed back. I am very sorry for the inconvenience this experience caused you.
I’m not sure why the TV you had ordered was not delivered on 12/4 as you had been told, as there are many reasons that could cause a rescheduled appointment. Regrettably, if the requested date were not available for some reason, the delivery warehouse would only be able to provide the next available date.
With deliveries, it is true that the payment for your item is not collected until a delivery date has been scheduled. Prior to this however, there is an authorization put through for the entire purchase amount to verify that the funds are available. I was surprised to read that your order had been changed from the free delivery you originally received, to being charged for this. While Reward Zone® Premier Silver members do get free standard shipping on most items we carry on BestBuy.com, this offer is not extended to delivery items such as larger TVs. That being said, if you had previously received free delivery for this order that should have continued. I apologize for the frustration this caused.
I would like to discuss this further with you, and I am sending you a private message to begin that discussion. To check your private messages, first verify you are logged into our forum, and then click the envelope icon in the upper right corner of this page.