BestBuy.Com

[les0581]

I placed an order for a great deal on a Toshiba laptop. I got a confirmation that the sale was confirmed, I then see that my credit card was charged. A few hours later I get a confirmation that the product was available for pickup at my store. 

The next day, I went and try to pick up the laptop and to my suprise it was not available and its sold out! So why would bestbuy.com confirm my order, confirm its availability for pick up and its really not?? I called customer service to express my concern, they told me that the laptop is completely sold out and that there will be no more shipments, so where does that leave me? She told me that I can either cancel the order now or in 8 days it will AUTOMATICALLY cancel! 

What if I don't want to cancel the order? It was not my fault that bestbuy.com confirmed my order and confirmed its availability for pickup! If the store was out of stock, bestbuy.com should have prevented me from ordering and I would have moved on to get another laptop that is available. I entered a contract of sale to receive a goods for a specific price and best buy failed to deliver their end of this contract. 

I studied law a little bit in college, it seems to me that this is a breach of a sale contract based on the Uniform Commercial Code Article 2. There was a firm offer to sell a merchandise, I accepted and made my payment and showed up within 8 days to pick up the product. Best Buy however FAILED to deliver the goods which constitutes a breach of contract. 

Can I ask for another laptop for that price so that Best Buy would fulfill their end of the contract? 

I am really disappointed and hope that somebody in best buy will help me resolve my problem. I would hate to utilize my resources in law because normally Best Buy does not give me any issues. 

[anisar]

Exact same thing happend to me.  I have not seen customer service worse than this.

[jliltd]

Yup. I have spent over $50k online ordering the last 5 years from NewEgg, Amazon Prime, Costco, Office Depot and Zip Zoom Fly. I figured this year I'd spread a little cheer Best Buy's way. Plus I wanted to go picku up the product now as it's for my mother-in-law and I soon have to leave back home. So I ordered a 55" Samsung LED TV and a Samsung sound bar surround package (package discount). The system looks for inventory at my local store and says they are out. However, a search of all stores in Texas showed the Galleria Houston store had them in stock. So I pick that store and select store pickup of the items. I get my order thank you email. The next morning I get an email saying my delivery date had been postponed until that date. So I load up and drive 3 hours to the store to pick up the item. The staff was so disorganized they didn't even know where my order was. Then they take all my info and tell me the items will be right up and stand by.  After about 10 minutes they come back and say I don't get the TV, only the sound bar.  I show them my email and tell them about driving 3 hours to get the TV.  They state they do in fact have 2 in back but there are other names on them.  I demand one because I ordered and paid already and drove to their store per the promise of the email.  They basically tell me there is nothing they can do.  Oh, and by the way the discount on the sound bar goes away because it's a package deal and not buying one item negates the discount.  The online ordering guy gives me the 888 number for customer service and says the store can do nothing (the number he gave me was wrong, naturally).  This was today, the day after Cyber Monday.  So naturally all the remaining TV prices have be increased to pre-sale levels.  On the long drive home I try twice to contact customer service on the 888 number and am put on hold for 20 minutes.  The first time I am disconnected after finally getting through and only beginning to explain my situation.  The second time I have to hang up after holding 15 minutes because my cell phone hates me.

So now I look online and see they took the liberty of cancelling my order completely.  Bye bye good deal.

I have never had this kind of trouble with any of the other online merchants I have done business with in the past.  I think Best Buy is loosing it's edge and it's staff is totatally unprepared to deal with online orders and will sell merchandise that was bought online out the door to an in-store customer.  Maybe they aren't supposed to but you can't enforce policies with poorly trained and motivated staff.

I should have known better.  I won't be darkenig the doorway of a Best Buy retail store again, and the online shopping experience was bad enough for me to add their site to my blocked list.

[Dorothy-BBY Community Supervisor]

Good evening les0581 -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your continued patience!

[aetkmk327]

Don't hold your breath waiting for best buy to make this right - all they will do is apologize - they will not fix it.  If they do you will be the first one on this forum that I have read about  having best buy do good by their word and honor their commitment

[Justin-BBY Community Connector]

Hi les0581-

Welcome to the forums!

I'm saddened to see that your first post with us is under such circumstances.  Understandably it's irritating when an item, like your Toshiba laptop, you order is out of stock when you're quoted it's ready for pickup.  I appreciate you bringing this to our attention and I would be glad to take the opportunity to hopefully turn this around for you. 

I recognize your desire to have a computer instead of cancelling your order; I have your information and started researching the best solution to this experience. Furthermore, I have passed along your voiced words to the General and District Management of your local store so they personally are aware of your situation.  I truly apologize for what's happened and I hope to have some updates for you within the next few business days.

If you have any additional concerns or questions, feel free to reply to this topic; or send me a private message by clicking the link beside my name. 

Thanks for posting,

[Justin-BBY Community Connector]

Hi jliltd,

I'm disappointed to hear of your recent online order experience with the Samsung TV/Sound Bar package.  I personally cannot imagine going through such an ordeal and am glad that you took the time to reach out to us about this situation. 

I cannot explain why your order was automatically cancelled, nor the troubles you experienced at our Galleria, TX store location.  Alternatively, if this is the case, then I truly apologize for the encounters you went through trying to get assistance and resolution.  Whatever happened, however, it clearly describes an experience that you did not receive our high level of service we strive for on every interaction with our customers. 

I'm relaying your instance to the General and District Managers of the Galleria, TX store location so they know what you express with us.  Moreover, I'm sending you a private message to continue our discussion about this instance.  You may check your private messages by logging into our forums, then clicking the letter icon in the upper right corner of the page. 

Thank you for posting,

[Justin-BBY Community Connector]

Hi les0581-

I have some updates that I'll share with you through a private message.  Please check it at your convenience by logging into your account and clicking on the envelope icon in the top right corner. 

Sincerely,

[jliltd]

It only gets more ridiculous....

Here is an update to my previous post.  I decided to go to my local Best Buy and purchase a different item, this time in person and NOT on DOT COM!  I had cancelled my order and got a confirmation from the DOT COM system.  So I go to the local stoare and pick out my new TV and Soundbar and try to use my new HSBC Best Buy card to make the purchase.  It did not work despite being well under the credit limit.  After two hours on the phone (HSBC said call DOT COM, DOT COM said to call HSBC and half-hour hold and so on and so on).  Come to find out that my first DOT COM debacle came back to haunt me.  Apparently when you make a DOT COM order on your Best Buy card they immediately freeze those funds, whether you actually purchase the items or not.  Then if you cancel with verification, whether on a whim or because Best Buy cannot deliver on their promises, the original frozen funds are not released for days on end.  So if you are at the store and go online and cancel your boondoggled order (naturally the store employees can't cancel a DOT COM order that they themselves can't deliver on) you can't turn around and buy another item well under your credit limit if the total exceeds the credit limit.

It's maddening.  Here's the scenario.  Best Buy DOT COM advertises these great no-interst payment plans on their site so you say what the heck and sign up for a Best Buy card through HSBC and get approved for an initial $2,500 credit limit.  You turn right around and use the new account number to make your DOT COM purchase of $1,700.00.  Then the store you have been told has confirmed your item is ready screws up and does not have the items when you arrive.  So you call DOT COM and cancel the order.  Then you walk back to the TV department and pick out a new $1500 TV and say that is what you want.  Then your Best Buy Card won't let you buy the TV because the first, cancelled, non-consumated $1,700.00 order is still on your account and the new $1,500.00 pushes you above the $2,500 credit limit of the card (1700+1500 = $3,200).  So in order to buy a new TV now you spend those two hours on the phone gettting the runaround.  You can't hardly give these guys money.

So if you open a new Best Buy credit account and use it on a DOT COM order beware.  It's a real can of worms and not worth it.  It will add many white hairs to your head.  All I wanted was to buy a TV for my mother-in-law and then bug out of town.  I could have paid outright but initially wanted the no-interest deal and always had good results with other internet vendors.  After all the DOT COM boondoggles I hung on if only for my principles.

[sacy2k]

You are lucky buddy atleast Customer connect replied to ur post ( may be because of ur legal education ) even I have the same issue with Toshiba $299 laptop and posted it in the forum, bit no reply yet
Guess I will just WAIT !!!