02-14-2012 08:35 AM - last edited on 02-14-2012 04:55 PM by Ryan-BBY
I have been a BestBuy customer for a very long time and always loved it until now. I live in Oklahoma and needed to buy a Toshiba Satelite Laptop P775-S7320 for my family in South America. Since I was planning a visit to Houston, TX, I decided to order the laptop online and picked it up in Houston on 11/19/2011.
I picked up the Laptop (I trusted BestBuy would give me the right one) and shipped it to my family in the original box... once they received it... Surprise, Surprise... The laptop was actually an P755-S5320 which is like $300 dollars less that the one I bought.
Now, they are upset (We needed the laptop for my family business) and I am back in Oklahoma. They shipped the laptop back to the US. I take it my local store. The manager was friendly and says she can't do anything... that I have to call customer service... I dit! They said I have to take it to the store where I picked it up... So here I go!!! Laptop-Return Trip to Houston!!!!
I arrived to the Store #291 Galleria TX (5133 RICHMOND AVE, HOUSTON, TX 77056). It is already 2/8/2012 I hope you undertand all the shipping and traveling time. They said I'm sorry but that order is too old!!!!!! I said: What? I bougth something and you gave me something else... I think that's fraud legally speaking. But anyways I told them my story and they called the customer solutions manager named: JOE.
Joe was friendly but he said he couldn't do anything. He said that he was giving me the benefit of the doubt because I could have bought the laptop somewhere else and try to fool them. Now, I wanna pull my hair out of my head and challenged him to track the laptop that I had in the original box (Since it had all the barcodes and everything..I hadn't even used it) so I could demonstrate him that it was not my mistake but bestbuy's. He did a price verification and the barcode showed up in the system proving that I wasn't lying as they kind of suggested and showing that in fact, I ended up with a way cheaper laptop that the one I originally bought.
After talking and talking and computer system checks, etc. He said let me check and get back with you. I left and decided to take a Houston tour so I didn't waste my Houston trip. He called me and said I can just get your laptop as a return item and we reimburse you the money. I was really unhappy because I needed the laptop I bought for my family and honestly couldn't afford to buy a similar one that was already more expensive. He said that the specific laptop was not in stock anymore. and if the closest had a higher price "I'm sorry I can't do anything else for you"... I said, really? I thought you were the CUSTOMER SOLUTIONS Manager... but it looked to me like he didn't have any solutions for me... Maybe he just didn't have the power of doing anything else.
This happened to my 2 years ago with a camera. The manager found a similar one that had a little higher price and didn't charge me the difference to compensate for the inconvinience and the mistake that BestBuy made... I was very pleased at the time... I guess BestBuy has changed since then... I hope not! I decided not to tell him my past experience just... I don't know why. maybe I should have.
Anyways, finally after debating and getting so sick and dissapointed I said you know what? just reimburse me my money I don't want to take this and waste my time anymore. They said ok and gave me a gift card!!!!!!!! I did not want the gift card I wanted my money. I asked for my money back and told them I just wanted the money. they told me I'm sorry but we can't do that!!! OMG at this point my head was about to explote but stayed calmed and just took it! After wasting all my time and energy it was not worth it anymore.
Now, I am back to Oklahoma. with no laptop (That I had already paid for) for almost 3 months, having paid for an expensive roundtrip-shipping ticket to South America, a Roudtrip to Houston for myself, with a gift card that I don't want to use and wondering why I gave BestBuy a free loan of more that $900... and wondering when I can get the money to pay for a similar laptop that now costs more plus awaiting for a another store-pickup experience and another laptop-one-way shipping trip to south america...
What can I say? I understand the limitations of BestBuy's system and that there can be mistakes, etc. But I can't believe that that BestBuy don't even try to compensate a customer for such incovenience.
I work in the service industry and when something happens because it our bussiness' fault. We don't even charge them, offer and apology, a gift card and sometimes even give them discounts, free meals, etc. for future business with them. That's called wow-ing through customer service just like Zappos.com or DaveRamsey.com do! I still don't want to believe that BestBuy did this to me and decided to write here just so I can feel somewhat better. Clark Howard says in his radio show that BestBuy's customer service is evil... That's what he says!
Thanks for your time and have a great day!
02-14-2012 05:00 PM
02-15-2012 08:53 AM
Hi frescrepo and welcome to the forums!
Wow, this sounds like an absolutely horrifying experience from beginning to end! I know that you were hoping for the laptop that you paid for or in the very least, a refund, but left our Galleria, TX store with a gift card instead. It surely sounds like you've invested a lot of time and effort into this situation only to have a "less than stellar" experience.
It's disappointing to hear of the troubles you had with your Toshiba Satellite laptop purchase. It's very thoughtful to give this to your family in South America only to discover that your laptop was not the one you purchased. Now, although I understand your perspective and appreciate your feedback about this described scenario, please understand that store management was making a discretionary exception to our return policy by offering you a gift card. They were not obligated to accept the laptop back beyond the return period, nor provide you with a credit. I'll surely pass your expressed concerns about this topic to our management teams to be internally addressed and if you have anything else to share, feel free to reply here or send me a private message. I sincerely apologize for any confusion or inconvenience.
03-18-2012 06:44 PM
Thanks for your reply. I just realize that I have a bigger problem and a bigger dissapointing. My gift card was stolen and I called customer service twice now but everything they say is: let me check your case and make some notes blah blah blah and I have been waiting on you guys to cancel that gift card and re-issue a new one.
It has been over a month and I am now out the gift card and my laptop that I paid for. I hope you understand my frustation. Specially when I specifically requested a refund of the money and not a gift card.
I understand that you guys are all about the policy and the policy but please I have worked so ward to get that money and can't afford to see it all go down the sink
Please in Christ name help me!!!
03-19-2012 10:55 AM
Oh no!! I'm so sincerely sorry. Ugh, I know this has just taken a turn for the worse and I really wish there was more that I can do, however, after researching, this card has been used and we are unable to re-issue you another gift card. Again, I'm terribly sorry for any inconvenience.
03-20-2012 08:10 AM
03-30-2012 01:36 PM
BestBuy is the worst company to make bussiness with! Policy, Policy... BestBuy doesn't care about their customers... I will make sure my family, friends and eveybody know about this and never again buy at BestBuy
Evil company! customer NO-SERVICE at all!!!!
BestBuy thank you for helping waste $900 dollars from my hard working family and not even caring to do something about it