BestBuy.Com

[mbowen]

I had ordered a Dell laptop & 8mb memory chips on 3/15. The Dell went on backorder. I called BB and spoke with an agent on 3/18 as suggested in the backorder email notice and they had comparable Toshiba Laptop C675-S7106 IN STOCK that I liked! After being assured the item was in stock and that it could ship out the next business day, the agent cancelled the Dell laptop and ordered the Toshiba for me. Next business day I get email that the Toshiba is on backorder. WTH. Well I have received the 8mb memory chips I ordered but they are sitting here waiting on the laptop and I am running out of time to return the memory if I don't need them for the new laptop. I've bought a lot of my equipment from BB at the local store. This is my first experieince using their website and will most likely be my last based on this lack of service. This is 2012, if you cant have a website that can track inventory and put it as backordered status BEFORE you order or give accurate info to the phone agents when calling in, then you might want to stick to selling at a store only where if it isn't on the shelf it isn't available.

I have emailed BB several times asking when the Toshiba will ship but get no reply other than the canned autobot about I can cancel my order. Well I don't want to cancel my order, I want the laptop since it was a good deal... but I don't want to wait 6 months to get it.  Can someone at BB please look into this and advise when they expect inventory to arrive on this item and when my order will ship. I paid for expedited shipping when I re-ordered because I wanted the laptop to arrive when the memory did. Thanks.

[Ryan-BBY Senior Social Media Specialist]

Hello mbowen -

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

[mbowen]

Thanks Ryan. I hope to hear from Aaron shortly so I don't have to cancel and purchase at another retailer.

[mbowen]

Well it's been a few days and no contact or update on my order. Aaron never contacted me and Ryan seems to ignore privat emessages.  This will be my LAST purchase from best buy. I'll stick to brick and mortars locally ;ole Walmart & Radio Shack where I can put my hands on the product and walk out the door with it instead of all this wait and hear nothing BS.Why put up an item for $399 when you only have 1 in stock. I specifically called and was told this was in stock and would ship and i get the shaft because they want me to switch and buy a higher priced computer with less features and muscle. NOPE.  If I don't receive my product or a comparable product that I agree to accept within the next 2 weeks, I'll be canceling this order. I purchased a laptop at Radio Shack comparable to this one and I have 30 days to return it no questions asked BEST BUY. Get me what I ordered or I'll be keeping what I have and kicking you guys to the curb because your customer service does not exist!!!!!!!!!

NEVER BUY AT BESTBUY.COM!!!!! NEVER EVER EVER!

Unless you don't mind waiting 6 months to get your stuff. It does not take that long to freaking make the things. Toshiba factory could have made this by now and shipped to me. Dell does it every day... why can't best buy get their act together!!!!!!

[Aaron-BBY Community Connector]

Hello mbowen,

I’ve had the chance to review your account and it’s my understanding that your order was cancelled earlier today.  If you haven’t already done so, I’d encourage you to check your inbox and junk e-mail folders for a confirmation message with additional details.

Although it’s disheartening to read that we may have lost you as a customer, rest assured that the appropriate parties will be notified of your recent experience.  We rely on customer feedback to improve our product and service offerings, so your comments are appreciated.

Thank you for taking the time to post.

For future reference, customers can expect a response from a moderator within 2-5 business days of their post first being acknowledged.  If you are in need of immediate assistance, please call 1-888-BEST-BUY (1-888-237-8289).

[mbowen]

And just who authorized my order to be canceled? I guess since you cant deliver what you sold me you canceled it on your own. That is NOT the way to do business. I am very very very very dissatisfied and I am sure the people you will forward this to don't have any concern about my needs or I would have gotten my product.

[mbowen]

Yep just as I thought. Selling product you don't have and can't deliver. The old bait & switch. Put up a laptop for $400 that you say you have in inventory but it magically disappears and no longer available. Per Bestbuys cancellation notice to me:

"There's been a change to the status of your order.

We're sorry, but the item you ordered is no longer available and your order has been cancelled. "

Last time I checked Toshiba was still in business, still had hard drives, i3 processors, 17" laptops, and everything else that was coming with the laptop. But I guess you cant sell them for $400 like you said. Ummm when you sell something you have the responsibility to make the customer whole and deliver what you contracted to deliver by accepting the order. When you are not able to deliver, then it is your responsibility to provide the customer a comperable item as a substitute.It is not OUR fault you guys SUCK! I guess you can't do that when you are drawing consumers in with false advertisements. I will be reporting this to the Better Business Bureau and the Federal Trade Commissoin for such illicit and illegal activities.

I hope your customer base gets tired enough of the type of treatment that is plastered all over these boards and do business elsewhere as I will be doing from now on.

[Aaron-BBY Community Connector]

mbowen,

Your concerns are certainly understandable, but please bear in mind that all orders are subject to product availability.  For more information I'd encourage you to review our Conditions of Use:

http://bbyurl.us/CoU

[mbowen]

PS - Now I got to spend money for postage, delivery confirmatin, and insurance to return the $50 worth of memory chips I ordered for the laptop that you dont have. thanks a lot Best Buy! You guys ROCKKKKKKKKKKKKKKKKKKKK!!!!

[mbowen]

i CONFIRMED PRODUCT AVAILABILTY BEFORE ORDERING. ON THE PHONE. WITH BB REPS. THEY CANCELED THE DELL AND REORDERED THE TOSHIBA AND PROMISED ME THEY WERE IN STOCK AND WOULD SHIP NEXT DAY. Have a nice day because i know i ainat getting anywhere with BB. Just 1 more lost customer!