03-27-2012 11:14 PM
I ordered a television on March 19 and paid for 1 day shipping, which specified that I would recieve the TV March 20 or 21. That was not, however, the case. Nor did I receive the TV March 22, 23, or 24. When I checked the website and called customer support, all I could get was automated responses telling me that my TV was still in the warehouse. So I e-mailed BestBuy.com about my frustration and was told (again, automated) that I would receive a response within 24 hours. The response I got was also automated and did not in the slightest address my concerns. Instead, it instructed me to contact Best Buy via phone or internet, just like I had already done. So I called Best Buy yesterday and was finally able to get ahold of an operator. I explained my situation and she did not apologize or try to redirect my decision to cancel the order. So I went foward with my cancellation and was told that any charges would be refunded, which they were. But today, guess what? The charge for the television is back on my bank statement. Seriously, Best Buy? Get it together. If you couldn't get my TV to me in time, all you had to do is call or email and I would have been more than understanding. Instead, you chose negligence and apathy and have lost a customer for life. Oh, and right after I cancelled my order from you, I ordered a TV from another online retailer. That was yesterday, and it's already sitting pretty in my living room. Please don't make getting my refund (for the TV I never got) as difficult as getting a TV.
03-28-2012 01:49 PM
03-28-2012 04:41 PM
I am so sorry to hear about the experience you went through trying to get this television, especially considering you were expecting it much sooner. I apologize that it was indicated to you on BestBuy.com that it should have arrived within two days when it didn’t.
Using your email address that you registered with the forums, I did locate the order. It looks like the delay was caused by the fact that this item was from our expanded online assortment, which may take longer to ship. The product page indicates that it may take 2-5 business days to ship and I am sorry that the estimated time frame was not listed correctly. I apologize also for any poor service received when trying to look into this over the phone. It’s disappointing and I will be sure that this experience is being logged here in our corporate office.
As far as the refund for you order, it appears that only authorization was taken for your order. Authorizations should fall off your account within a few days, but this highly depends on your bank or credit card company. It looks like the second authorization you saw was just poorly timed. The initial authorization dropped yesterday and the second one was authorized before the cancellation went through. If you would like to see about removing the hold, you can contact your bank or credit institution to see if they can expedite this process.
I know that this must have been absolutely frustrating. I know if I were in your shoes, I would be just as upset. If you have any questions that I can help with, please let me know.