11-29-2011 05:36 PM
Let me start off by saying that I love Best Buy. I buy so much there that I have a Reward Zone Premier Silver Status. That said, when there is an online order, they fail miserably at customer service. All the links you see in my complaint are links to the emails I received an a snapshot of the sale pending in my bank account.
I went into Best Buy on 11/22 with my family and a sales associate showed me a TV that was a great sale price and also just a great TV. We decided to wait and see if it went more on sale after Thanksgiving. It didn't, it was the same price online all week and still the same on Black Friday. We decided to purchase it online, along with the mount and Geek Squad to come install it. Here is the email that confirms my order. Saturday morning I received an email that my mount was backordered and shortly after that another email that it was ready for pick up (I had selected pick up instead of delivery for the whole order). The email said they would hold the mount until 12/4. We decided to wait to pick it up so that we could pick up the TV and mount at the same time and save a trip. The TV was a ship-to-store item so it was going to take 5 business days. Last night I received an email that there was a problem with the billing on the card and to call so they could process the order. That didn't make any sense since the wall mount was ready to pick up and the sale was pending in my bank account (I paid with my debit card). I called first thing this morning and after being on hold for 15 minutes, I was transferred and got a message about call volumes being too high and was hung up on by the system. I waited until I got to work and called again, this time getting though. The lady I spoke to was very nice and looked up the order. She said that the computer was asking for the card number. I gave it to her and she jokingly said "Ok, that should do it. If there is a problem, call back and we'll take care of it. Also, you should know that your TV is on backorder". So now it’s on backorder all of a sudden? I never received an email telling me that. Hmmm...
So, I receive an email telling me that my payment update has been processed and looked at my bank account and see the sale still pending. Then, a short while later I receive and email that my order has been cancelled. What?! Here I go again. So, I call. Again, on hold 10 minutes, get transferred, receive the call volume message and hung up on. This time it happened twice! The third time I explained to the person transferring me to the correct department that I keep getting hung up on and she nicely keeps me on hold and tests the transfer for an opening before transferring me over. 20 minute wait. The lady who got on the phone was also nice and I explained to her what had happened. She told me that the bank was not processing and declined the transaction and that's why it was cancelled. She also told me that when I called in the morning, it was because the bank had not processed the transaction, so I should have used a different card or called the bank again before they processed it, but I wasn't told that, I was just asked for the number. If I had been told that, I could have used an actual credit card instead of my debit and everything would have been fine. I did call the bank and because the transaction on Friday was still pending, when the girl ran the card in morning, it tried to charge again and that's why it declined, because there wasn't enough in there to charge $1700 twice! So, after talking to her for about a half hour I asked to talk to a supervisor. She was communicating with the supervisor trying to get her to talk to me, and she didn't want it. According to her, her supervisor was telling her that they don't talk to people when there isn't anything they can do. Really?! You can't just get on the phone so we can communicate about what the problem is and try to resolve it. ONE HOUR LATER she finally decided to talk to me. I was on hold for another 5/10 min and then it all went crazy.
This lady SHOULD NOT be in customer service, AT ALL!! I have talked to rude people before, but this lady tops the cake on this one. After explaining what had happened in the morning and how I should have been informed that I needed to use a DIFFERENT card instead of the person processing the same card and getting the order cancelled because it declined the second charge, she repeated that there wasn't anything she could do. I asked if I could talk to someone else because I could already feel the rudeness coming, and I was right. "No, I am the only one here that you can talk to" was her response. I asked what day she wasn't there so I could speak to someone else, she says "Im here every day, and it doesn't matter, no matter who you talk to, they aren't going to help you. I can't give you their information anyway because it's against our rules". Really? You are the only one I can talk to about a mistake that was made on your end? Every time I asked a question, same answer “No one is going to help you, it can’t be done”. Really? I have worked retail, and there is always SOMEONE in management that has the authority to correct a problem. Then, when I asked her name, she said (super loud) “Trina! T-R-I-N-A!” like she was talking to a 5yr old or someone who she thought was an idiot. I was so furious that my whole face turned red and my eyes began to water. Not only did I spent my whole lunch break on the phone trying to get help, but I went over my lunch by about 45 minutes trying to resolve an issue that could have been avoided if when I had called this morning I would have been told that it was the card and that I needed to use a different one, since trying the same one obviously got my order cancelled. I haven’t ever been talk to the way this lady was talking to me. Ever! I plan on calling later and trying to talk to someone else. I’ll call the BBB just to file a complaint on that lady alone, not to mention the fact that she wouldn’t even try to correct a mistake that wasn’t my fault. They even tried to convince me that I had cancelled the order myself or someone else must have. Then, it was that the bank refused the charge. Then they said the card was declined. Declined? That’s why the charge is pending in my account with not only enough to cover the full amount, but with money left over in the account. She just didn’t want to help me, and I can’t go into a store and talk to anyone because it was an online order. Basically she was telling me, oh well, sucks for you that we messed up, deal with it. No, I will not just deal with it. I want to have it resolved. As you can see, the TV is now $500 more than when I placed my order.
Learn more about Magnolia Premium Installation Enjoy incredible depth and clarity in 3D with this HDTV that features an X-Reality PRO engine for optimal color, contrast and sharpness. Start watching right away with the fast start-up feature and access Instant Content through the integrated Wi-Fi. To build a complete 3D home theater system, you'll need to purchase 3D glasses designed for this TV. You'll also need a 3D Blu-ray player and high-speed HDMI cable; and we recommend an A/V receiver that is compatible with 3D products. Smart TV Get a world of instant entertainment on this smart TV. Connect to the Internet and stream movies, listen to music and access a wide variety of other content on your HDTV. Learn more about smart products. Netflix Pandora skype YouTube
11-30-2011 06:00 PM
12-06-2011 12:31 PM
Thank you for sharing of your BestBuy.com experience with our Community. I am disappointed to read of the impression you have been left with especially after the amount of time you have spent attempting to find a resolution for your order. I can certainly understand your concern when you received the email stating your order was cancelled and I regret that you have been left with such a bad taste of Best Buy.
I am not aware of the specifics which caused your order to be cancelled; however, it appears that you have spent a lot of time and effort into finding a resolution that would meet your needs. I agree with you that this interaction could have been handled in a more professional manner and you should not have been treated rudely by any employee. That kind of behavior is unacceptable and certainly not within Best Buy’s values. I apologize for any disappointment or frustration you may have encountered throughout this time.
I was able to locate your account and I have sent you a private message so we may be able to discuss this in further detail. To check your messages please ensure that you are logged into the forum and click on the envelope icon in the upper right hand corner of the page.
I look forward to hearing from you!
12-07-2011 04:16 PM
I have the same issue, although with a PS3. We ordered a Playstation 3 bundle from BestBuy (online) for our son 4 days before Black Friday during the Premier Silver Early Access. I assumed this was part of a "secret" sale for their "best customers". We ordered the bundle ($199), they confirmed the purchase, and they charged our credit card. While out shopping on Black Friday, we saw many retailers offering this same bundle at this same price, but we were secure knowing we had one on the way (this deal was offered at WalMart, Meijer, and a few others) Last week they sent us an email indicating our order had been cancelled! When we called the customer service department they indicated that the item was on 10 day back order. Our reply was "okay, we have plenty of time before Christmas...no problem". They then told us that unfortunately our order was cancelled and we were not on the backorder list. ??? After numerous calls with them, they refuse to honor the purchase we made. Last contact was a week ago when we were told the "Gift Card Dept" was going to call us...a week later...no call. We made this purchase 4 days before Black Friday...they confirmed the purchase...we passed up opportunities to buy this from other retailers given we had one purchased...and now we cannot find this bundle anywhere for less than $300 (Amazon has it for this price). Best Buy needs to honor their commitment since we cannot get this deal anywhere else....or agree to refund the difference if we need to buy it somewhere else. Other family members have already bought my son PS3 games, and my son wants a PS3, so we HAVE TO buy one....we are very upset that it appears we will have to pay $100 extra because BestBuy screwed up. If they would have cancelled prior to Black Friday we could have bought it elsewhere. Ryan...Kelly...Please help us fix this!!
BTW- I can't imagine we are the only ones they are doing this to.
12-07-2011 04:34 PM
Absolutely! I'm sure it is happening to many people. I was mostly upset that it was the lady in customer services fault for inputting the same card twice, causing the cancellation. We could have given her a different card to use and everything would have been fine. That and it took me over an hour to talk to a supervisor because she was telling the lady who was helping me when I called back after the cancellation (who by the way was trying to hard to be helpful and was so patient) that there was no point in talking to me because they don't talk to people with problems that are basically pointless because they will not be able to fix it. Really? You can't just pick up your phone and talk to me, and give me a change to tell you the WHOLE story of what happened and see if we can do anything about it. Then, when she finally decided to talk to me, she was the rudest person I have ever dealt with, retail or not. I even asked her what day she was off so I could call back and talk to another supervisor and she tell me "I'm here everyday", with a snotty attitude. Then I ask who I can talk to that is above her, and she tells me "No one. You can't talk to them, it's our policy, and no one is going to help you". Wow. First you won't even speak to me because you have already decided you aren't going to help so therefore you can't take time out of your day to chat with me for a few minutes, but then it's your policy and rules that I can't talk to anyone above you? They really should do something to try to help, you know? I would have even been happy with a gift card or something, that I could use toward the purchase (if they REALLY could not do ANYTHING to fix my previous order) so at least the price would have been better. It went up $500 (still on sale) the day the lady screwed up and cancelled the order. We ended up purchasing a different TV at the same price we were going to get the other one, but this TV is definitely not as good of a TV as the other. Best Buy phone customer service really doesn't give a sh*t about their customers. I think it's because you are on the phone and there is no way to complain about them specifically for them to have to deal with any consequences. In a store it would never happen that way, because there are witnesses and other management there to deal with the issue, that would probably result in a write up at minimum. The lady on the phone (Trina) feels that she can treat anyone the way she wants because she is a supervisor and there is no way to contact anyone above her (supposedly) and no way to call someone over to get her in trouble for being horrible to customers. It wasn't even like I started the conversation mad or with attitude, I have more respect for people than that. She just felt the need to do anything she could to upset me and make it a point that she didn't care about me or my order, and it was below her to even try to deal with it or help. Disgusting!