12-22-2009 08:28 PM
I am seeing that by simply posting the problem on here I could possibly saved at least 15 hours(no exaggeration) of my time- trying to resolve an issue and properly crediting my BBcard???
Why is that?
I simply ordered a bundled camera package and a TomTom online- and one item of the bundle package which is sold separately also, was the wrong one when shipped to me. That's it- in a nutshell!
When I called bestbuy.com, the Customer Rep who was very nice- told me I could go to the local store and swap it out- HA! I did show my case number to the manager at the store and she was fine- everything was good until I got to the counter.....and that person was nasty (manager not available then) and told me the bestbuy.com people would straighten it out- WRONG!
Many long hold times on the phone, being passed to this one, that one........uggggghhhhh......
Yet I'm seeing many posts where items are purchased online and picked up at the store- and during my wasted 4 hour period yesterday- I heard many "commercials" while on hold waiting to speak to someone to finally clear up my issue- that same thing- "Order online and pick up at the store"so- why was my exchange such an issue?
And please don't say that bestbuy.com and best buy are 2 different entities- That doesn't make sense when you can do something sometimes and not others. It sounds so dumb when the Consumer Relations people say it- seriously.
Now we're almost there-but not quite yet and that was after I really considered shipping everything back- out of frustration and not wanting to waste time talking to yet another rude and basically clueless(in the sense they would not take the time to read the previous cases to understand really what happened) Consumer Relations people- which is who the customer service people told me would fix this. Yesterday, aside from a nice man named Troy- who sadly had to pass me off to some girl who was very rude and truly did not have any understanding of the nature of the problem-and at one point-she actually tried to blame Troy for the misunderstanding!
I'm still not being properly credited and have nothing in writing other than a case number. And the amount of the credit is still wrong. Not feeling real comfortable here.
What can be done? Other than in the future take my business elsewhere? Something seriously has to be done with the Customer service system- we all know it's the holidays and best buy should have and hopefully will do things differently in the future- but that does not help my case for the present time.
Solved! Go to Solution.
12-23-2009 07:49 AM
Ok- big question for moderators- if I have received nothing in writing via email or otherwise-than a case number- does the "promise" even though it doesn't entirely correct the error with my purchase hold bestbuy.com to follow through and do what was "promised" by the case number conversation?????????
This whole experience has been very frustrating and I would like to know if I didn't receive a lot of empty promises and why can't a "Consumer relations" person follow up the promise with an email verifying what they claim will take place- the customer service person was able to fix one problem and emailed me while we were on the phone? None of this makes sense.
I want to know that I will not be overcharged due to a mistake originated by bestbuy.com- period-
12-23-2009 07:48 PM
Still no response from the Moderators-must be an early holiday for them:
OK-This is why it's better not to shop online or at the local store at Best Buy- and believe me- I'll make sure this is a googled accessed post-Gave fair time for a Moderator to explain a simple error that has been most frustrating to a customer that they may or may not at this point receive payment for item(it may get shipped back due to the inablility to confirm a pre agreement that got mislhandled by a great number of their CS rep/CR people -made after being sent wrong item that was billed for and then when exchanged-was charged more).
The Better Business Bureau and my attorney will be more than happy to see that this is corrected after the holidays.
Thankfully -the attorney is related therefore-cost me $0 and if anyone else is unsatisfied with the horrendous and non compliant follow through of goods or /services from BB is invited to follow through.
It's callled class ACTION-and I know best buy is familiar with that one! Oh and Happy Holidays.
12-24-2009 01:27 AM
You need help, serious help. As in going to see a shrink.
I love how dimwits think throwing around words like "class action" sounds cool after they described a minor event. People like you are what is wrong with our country.
12-24-2009 10:45 AM
Thank you kemcha for your thoughtful response- and yes-that probably will be my next step.
Would have been nice to hear from a moderator- but I'm certain they are more than overwhelmed- but I do want to see my problem corrected properly and not pay more than what was originally contracted.-Thank you and have a nice holiday!
And Projections-your comments are totally out of line and not appropriate on this forum-if you hadn't noticed- there are quite a few people that have had some very unsavory dealings with best buy this season. Move on.
12-24-2009 11:51 AM
You're very welcome. Usually the idea that someone's going to file complaints with state and federal agencies will be enough to prompt them into action. But, I hope you get your money back. Also, if you paid by credit card, you might want to contact the bank that issued it and file a claim for refund. Make sure that you have everything written down when you call your bank and ask them to refund back the original purchase price.
Since you returned the item after Best Buy sent you the wrong wrong, there's a very good chance that the bank who manages your credit card will refund the difference between what Best Buy refunded and what they didn't refund. It was Best Buy's responsibility to refund your purchase price after you returned the item according to the retailer's own policies.
12-24-2009 11:55 AM
Also, don't feel intimidated since you purchased it on a Best Buy Credit Card. Best Buy doesn't manage the credit card, an actual bank does and they're more in line with trying to help you remedy the situation. If they won't refund the purchase price, inform them that you're not going to do any more business with them. If you can afford to, and if they don't fix the problem with crediting your account, tell them to close your account.
Chances are, they'll credit the purchase price, since you returned the item, just to keep you as a customer.
12-28-2009 02:50 PM
12-29-2009 05:28 PM
Thank you for making your purchase with us and I apologize for any frustration! Please be assured that the situation you have described is in no way indicative of the type of experience we hope to provide to our customers at all times, and I will make sure this is looked into for future quality purposes!
I would also be happy to try and help you with this, at this time - and I apologize for any delay in responding as we strive to help where needed as quickly as possible.
In order to get started, please refer to the private message I have sent you explaining what I will need. You can check your private message by clicking on the “new message” alert in the upper right-hand corner of the page (when signed in).
Hang in there!
|Sarah|Community Connector | Best Buy® Corporate|
12-31-2009 09:51 AM
I have submitted all the info you requested through private message- hope to hear from someone as to a final and acceptable resolve to this issue.
Thank you in advance