11-30-2011 01:44 PM
I ordered the Dynex 24" Class / 1080P / 60Hz / LCD TV - Model DX-24LD230A12 - on 11/25/2011 for in-store pick in the Fort Lauderdale, FL store.
Shortly after placing the order, I receied an email response indicating that the product was not available at the store I selected and that I should call Best Buy to designate and alternate pickup location or have it shipped to me free of charge.
I called Best Buy and spoke to Caleb and subsequently, the supervisor, Leilani at their Mid-West call center. I was informed that the product was no longer available.
I searched Best Buy.com and realized that the SKU of the original purchase did in fact say out of stock, HOWEVER, the EXACT MODEL TV was availble at ever Best Buy location within 25 miles of me albeit with a new SKU and higher price.
Best Buy's agents refused to honor the legitimate purchase I made because the SKU changed.
It is very frustrating to know that I made a ligitmate purchase, they have authorized the transaction on my credit card and they have the product in stock but refuse to honor it. Its almost like a bait and switch.
I told the customer service agent that I bought a make and model TV for a particular price, not a SKU.
This feels very unfair and would appreciate some assitance escalating this.
Thanks and best regards,
12-04-2011 12:12 PM
12-05-2011 04:53 PM
I can certainly understand you being upset that your local store didn’t have the TV you were trying to purchase. I do have to be honest with you that any concerns posted here on our forum would not be escalated beyond the forum.
It is true that our prices are based on the sku we assigned to each product, and we would not be able sell you this TV for any price other than the current selling price of this sku. I sincerely wish you the very best!
Thanks for posting,