BestBuy.Com

[Mikenola]

Best Buy,

I'm sorry, I'm afraid our relationship is over.  I can only accept so many meaningless apologies.  You were the first retailer I checked for all my technology.  You were my first store credit card.  Now I must move on to greener pastures.

On Black Friday, I purchased an Acer Iconia, with a case for $269 on Best Buy.com.  What a great deal!  It was order number {removed per forum guidelines}.  I was told it would arrive for store pick up on 12/4.  I was excited because I had 3 trips planned for December, where I could use my new tablet. 

After, I purchased it, I saw great tablet deals at Office Depot, Amazon and E Bay, but I was pleased with my purchase.  Then my tablet failed to show up.  I offered to pick it up at a variety of different locations.  I called in several times and was told that it was backordered, but it would arrive within 30 days.  That satisfied me, because I work for a retailer and I understand these things happen.    Then on December 15th I was told the order was cancelled and that Best Buy would not be getting the tablet back in stock.  I was pretty unhappy because I missed out on using the tablet on my trips and I lost the opportunity to take advantage of the Black Friday prices. 

I brought my paperwork to my local store, Harahan, LA on the 16th and spoke with Sandy the Operations Supervisor.  She was friendly, but told me that Best Buy and Best Buy.com are seperate companies.  As I work for a large retailer, I found this laughable.  She seemed to be attempting to get me out of the store.  I was not seeking any compensation, just an opportunity to buy a tablet at a comparable price.   Sandy told me to call Customer Relations.

I then called Customer Relations and spoke to Therese.  Therese was very nice and offered me a $50 giftcard.  I gladly accepted. I was fairly satisfied.  I still lost the opportunity to get a tablet at the price I wanted (the giftcard wouldn't close the gap) and I missed the chance to have the Tablet for my trip, but I was happier. 

I went on Best Buy.com to shop for a new tablet, for when my giftcard comes in.  What did I see?  The same Acer Iconia Tablet I have been waiting a month for.  It was now on sale for $299 with a GUARANTEED Christmas delivery!  The sku number had changed to 2971069.  After all of this, there it was....available.

I called customer relations again yesterday morning.  I explained all that had happened.  I wanted to give you a chance to take the $30 markdown and offer me the tablet.  I explained the sku change.  The women on the phone said "Oh yeah, you're right there it is."  She failed to offer me the original price for it.  I told her that I still wanted it, but that I am now afraid to purchase from Best Buy because I didn't want the same thing to happen again.  I told her I would try to find after Christmas deals on Amazon.  She told me that she thought that was a good idea.  If she had offered it to me for the $269, I would have handed my card over.  Even if she offered me a sale substitute I would have taken it, even though the Acer was my preferred model (outside of an Ipad).  No, she didn't, she agreed I should go to Amazon, so that's what I will do.

It was a good run Best Buy.  You didn't always have the best prices, but I thought you were the most reliable.  That's clearly not the case anymore.  I gave you numerous opportunities to make it right, you tried a little, but you failed to address the issue.  I'm going to move on with my life with the younger, more cleanly laid out electronics retailer. 

Best wishes,

Mike

[Feliciarb]

WOW!!! A Best Buy EMPLOYEE agreed you should make the purchase through another company and not her EMPLOYER??? LMFAO!! Way to go Bust Buy!! You might want to retrain your team. SMDH!!

[Ryan-BBY Senior Social Media Specialist]

Hello Mikenola -

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

[Douglas-BBY Community Connector]

Hello Mikenola,

I was incredibly disappointed to read that even after investing so much time and giving us multiple opportunities to sell you the Acer Iconia, we ultimately let you down.  We did need to back order and cancel some orders this holiday, but instead of that being the end of your frustrations, they seemed to drag on through several more phone calls.  I apologize that we weren’t able to get you a tablet this Holiday and appreciate that you took the time to let us know what happened.

It doesn’t look like we have any Iconias available to ship to your home or for pickup at stores in your area right at the moment.  If you are still on the lookout for a tablet, I would be glad to help in any way that I can in an effort to restore your confidence.  Send me a private message by clicking on the envelope icon in my signature below once you’re logged into the forums and we can go from there.

Regards,