BestBuy.Com

[jamey666]

     I ordered an LCD TV (Dynex™-24" Class / LCD / 1080p / 60Hz / HDTV-DX-24L200A12 SKU: 2970158) from bestbuy.com for in store pickup at the Mentor, Ohio store which was to be ready today (11/26/2011) for me to pickup. 

     Yesterday evening I ran my cable wires and installed the mount for the television on the wall it was going to be installed on.   First thing this morning I planned on picking it up and bringing it home!  I was VERY excited!! 

     I checked my email before I left this morning only to find that best buy was unable to produce the product I purchased (which clearly stated "in stock" at my local store and to call 1-888-BEST BUY (1-888-237-8289)). I called the phone number as requested.  After spending the entire morning on hold, I was told that they may or may not get more in stock, and after 8 days my order would be cancelled. CANCELLED???  I was told to call back and check availability periodically or request a discount on a similar item.  Well, I did want this item that I purchased and not something else (or I wouldn't have ordered it), however, I would be willing to accept a similar (up to my expectations) or better item if it is offered. 

     I do not understand why I would need to inquire, as I fulfilled my end of our contract as described on the receipt by entering and approving the amount that was to be billed to my credit card for the product promised at the advertised price.Good customer service involves fulfilling an agreement made between a company and their customer.  

My hope is to receive a response from Best Buy regarding this post.  I will update this post as progress is made.  I truly hope that Best Buy is a reputable merchant and I am able to report back positively, as mistakes do indeed happen.  In this case, restitution needs to be made for a mistake which was was not the fault of the customer, who unfortunately is myself. 

Order number: {removed per forum guidelines}

Thank You For Reading

[CrystalWoW Valued Expert]

You did not have a purchase agreement. It specifically states that your order is not complete until you receive the email stating that it is ready for pickup.

[jamey666]

Incorrect.  The "receipt"  (if you would prefer this wording over purchase agreement) in my hand clearly states that i will "....recieve order confirmation when your order is ready for pickup".  Not "if" it is ever going to be ready for pickup.  Further stating to pick up on 11/26/2011, no later than 12/04/2011.  Also it stated the "Order Total (charged to credit card).  This is an agreement, a contract.  It may not obligate Best Buy to maintain good customer service, and nobody can produce an item that no longer exists. However, I ask you, what is the right thing to do in this situation for any corporation wishing to maintain good customer relations?

[CrystalWoW Valued Expert]

I suggest you read Best Buy's terms of use. " Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The Best Buy Web site reserves the right at any time after receipt of your order to accept or decline your order for any reason."

[jamey666]

Fair enough, understood, I don't need to verify it, I have no reason to doubt your knowlege.  I only see the paper (receipt)in my hand).  However, I would appreciate your opinion to my question.

Thank You.

[CrystalWoW Valued Expert]

With sales like this, the right thing to do is cancel your order as it won't be available for purchase and no use stringing you along thinking you are going to get it.

[jamey666]

That's a good point too, assuming that is correct..that it will not reappear as an in stock item, honesty is always the best policy.  However, in my opinion that sounds more like a company trying to get rid of a customer or a company issue they don't want to be bothered with.  A good customer at that, as I not only purchase from Best Buy for personal use, but also for business use.  As a business owner myself, my company's mistakes are not my customers problems.  I own these.   I eat my mistakes as well as my employees, which most often cost the company money, in order to keep return customers coming and maintain the reputation we always have.  I suppose though, the loss of this attitude in corporate America is why I see so many businesses that were once popular, reputable businesses go under.  Call me old-fashioned, but I still believe in customer service; that my customers are always right.

[martinbarrios]

I have the same problem with a different tv and i did get the email stating it was ready for pick up.. i went and waited for 2hrs only to find out that they dont have it! Thats Messed up!!

[116souljah]

I actually bought 2 of these TV's online in Southern California. I received an email within a few hours that it was no longer in stock at the stores closest to me which was 20 miles away and the other 97 miles from where I live. The email said to call them so they can basically try to make arrangements to get them shipped to me or the orders would get cancelled. I tried calling that same day but was on hold forever. I went to the actual store and the Store Manager told me to not worry because as long as I had order #'s, I would receive my TV's. It might take a while, but that I would get them since the purchase transaction was valid due to the order #'s I had received from Best Buy. I come home and I have an email waiting for me telling me not to let my Best Buy orders get cancelled and to call customer service to prevent this from happening. I received the same response as jamey666 that they may or may not get more in stock, and after 6 days my order would be cancelled. The BB rep said that she would give me an extension on the order but that most likely they wouldn't get the TV's backordered so I should just try to look for something comparible but that BB wouldn't price match the TV's since it was a Black Friday item. ARE YOU SERIOUS???!!!

I agree with jamey666. Restitution needs to made. It is not the consumers' fault for a company issue. The BB rep that they she had gotten so many calls on this specific item all morning long and it was just 9am pacific time. Is BB really going to upset and probably lose so many customers (like myself) over their mistake. Mistakes happen, I understand but it's how you resolve them that counts. You could easily win customers' loyalty for life by fixing this mistake. If BB isn't customer friendly then why go to them? There are far many competitors with better prices out there but until now BB has always been my favorite. I've been shopping there for overa decade. I am truly upset about this and I really hope that it gets resolved in the best interest for everyone.

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[Ryan-BBY Community Connector]

Hello jamey666-

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