BestBuy.Com

[incident04]

I ordered the Muppet Blu-ray disk set, Wocka Wocka, and it was supposed to come with a free metal DVD case.  After I placed my order, I received an email that the metal case was being setup for store pickup and the blu-ray disk set was shipping.  A day later, I received an email informing me that the metal case was not in stock at the store.  I called the BB 800# and they were to ship the metal case to me.  I received the blu-ray set, but no metal case. 

I am not too happy.  I could have purchased this item in the store and used my Disney rewards $5 off coupon instead.  Now it's too late as the coupon is expired.

How do I get the metal case?

[Mariel-BBY Retired: Community Connector]

Hello incident04-

Melissa from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Melissa-BBY Senior Social Media Specialist]

Hello incident04,

I am sorry to read that the collectible case for The Muppets movie was not available at the store it was to be picked up at, and that this still has not been received. These cases are a great collector’s item, so I can certainly understand the disappointment with not receiving this yet.

The collectible cases were to be free with the pre-order of The Muppets, while supplies last. This offer was available both in store and online, but due to the high demand, they did run out fast in many locations.

That being said I would like to look into this further with you to see if I can determine what the status is, but regrettably, I was unable to locate your order information using the name and email address you provided in your forum registration. If you could please send the order number to me via private message, using the link in my signature below, it would be appreciated.

Sincerely,

[incident04]

Re: Response to your email

Melissa,

Thank you for your response, but I think you have your facts wrong.

You state that the store actually picked the cases but the order was cancelled because I didn't pick them up.  First, the cases were to be shipped, I placed an online order.  The order was subsequently changed without my knowledge or authorization to store pickup for the cases, and the DVD's shipped from your warehouse.  Second, once the store received the orders to pick the cases, they emailed me stating the cases were not available.  This is when I called the 800# and they claimed that they resolved the problem as they would be shipping the cases to me from the warehouse, separate from the DVD's.  When I didn't receive the cases in a reasonable time, I called BB 800# back and they informed me that I had to go to the Corona store to pick these up.  I followed their directions and went to the Corona store, but they didn't have any cases, they also checked all of the store in Southern California - no stores had the cases.  While I was at the store, the customer service representative called the warehouse and discovered they were all out of the cases also. 

I understand that the cases are limited in supply, but when I placed my order (and Best Buy extracted the money from my account), according to BB's systems the cases were still available and I should have received the complete order that I had already paid you for.

Please resolve my problem - this is infuriating.  Had I known that this would be a major hassle, I could have just purchased these at the local store (and even saved an additional $5 off each with the coupons Disney sent me), plus I would have had the cases, etc.

Why does BB make it so difficult to do business with them?  Do you really want me to order these from Walmart or Target or Amazon instead?

From: Melissa-BBY

Sent: 04-20-2012 03:00 PM

Add Melissa-BBY to Friends Ignore Melissa-BBY

Hi again Mark,

Thank you for sending the order numbers for the orders. In reviewing these, I was a bit puzzled, as it appeared that the store had actually picked the two cases, but they were cancelled due to not picking them up. I was also unable to locate any reference of them being changed to ship to you or even a call logged regarding this.

That being said, I am reaching out to the Corona store to see if they can provide some clarification on this, and if they may be able to assist with the cases. As soon as I hear back from them, I will be sure to let you know.

Sincerely,

Melissa 

[incident04]

Hi again Mark,

Thank you for sending the order numbers for the orders. In reviewing these, I was a bit puzzled, as it appeared that the store had actually picked the two cases, but they were cancelled due to not picking them up. I was also unable to locate any reference of them being changed to ship to you or even a call logged regarding this.

That being said, I am reaching out to the Corona store to see if they can provide some clarification on this, and if they may be able to assist with the cases. As soon as I hear back from them, I will be sure to let you know.

Sincerely,

Melissa 

[incident04]

Any update on this issue?