BestBuy.Com

[yoyo12879]

I've been a long time Best Buy customer and I am really big on customer service, especially with the way the economy is now. I ordered a CD Monday 4/9/12, and got expedited shipment (paid extra). Well I open up my package today and it's the wrong CD. Some classical music CD. The information in my email etc showed the right CD that I ordered and I guess somehow someone at the warehouse was doing too many things at once and put someone else's cd in my UPS package. I call today stating I've paid extra to get a cd that I do not have. They are re-shipping and now I should get by Wed/Thursday (probably Thursday I was told since it's late in the day). Really????  That's the best you can do considering I ordered it for next day Monday and YOU ship the wrong item??? Now also I have to be inconvenienced to arrange a time for UPS to come pick up this wrong CD Best Buy delivered me once Best Buy sends me a label that I have to print on MY computer, using MY INK for a mistake Best Buy made. Un REAL! I got my expedited approx $8.80 refunded back to my account but after all of this I should be getting the CD for free which I was told Best Buy couldn't do that. Pathetic. For one I wanted to get this CD instore which it was not available anywhere in my area (near Richmond, VA) so I order online and have to deal with this. If your stores are cutting back what's available 'in store' then you would think when it came to online orders there would be something to assure error is kept to a minimum but when searching in your forum 'wrong item shipped', many hits come up for it. Also if you are going to carry less in store that also puts Best Buy in a position of competing with all of the other online vendors out there I could have went to get a CD! Again, would think the margin of error would be small. Especially since people in shipping just really have one job.....to ship the CORRECT item to the customer. Also don't understand after the inconvenience why I can't just get the CD for free and Best Buy bite the bullet on the cost due to employee error!

[CrystalWoW Community Veteran]

Really... They are paying your shipping back, they are reshipping the item, you got a partial credit, they expedited the shipping back to you, and you still aren't happy......

[yoyo12879]

Well that's a whole 'nother story! Actually after being on the phone with them 4 times last night. Actually they weren't covering the shipping costs of UPS coming back out to my house. My options were to drop it off at a facitliy (gas prices are high and I don't pass a facitliy in my normal travels) OR flag down a UPS truck that I normally would see in my neighborhood. Again, not my error, Best Buys' error. So now after trying to set up the pick up from UPS they assured me they are covering the actual shipping of the WRONG item back but I needed to call Best Buy back to cover costs of them picking up the item which is seperate. Sorry I'm not used to crappy service. All this hoops and loops just for a CD is ridiculous and my time is worth a lot more than this. So now I'm waiting on an email from Best Buy stating they are paying for the pick up from my home as well. Bottom line is I wanted a product and I didn't get it & not once out of the 4-5 times I've spoke w/Best Buy order support/customer service was I even offered an apology. When you expect superior customer service, no you aren't going to be happy when you don't receive it.

[Ryan-BBY Senior Social Media Specialist]

Hello yoyo12879 -

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

[yoyo12879]

Thanks! I actually called back today and they stated the shipping label I was sent last night I could still use since I never received this new email stating shipping pickup costs would be paid for as well. So thought, well I probably will be home tomorrow when the CORRECT cd is delivered (just so happen to be working from home tomorrow) and can just give UPS man the WRONG cd to take back w/out scheduling a delivery but my original frustration still stands. Not cool but thanks for the heads up on a resolution! :-)

[Jesse-BBY Community Connector]

Hello yoyo12879-

Welcome to the Forums!  I appreciate your patience with us and I apologize for the delay in my response.

I am sorry that you have had this poor experience with our online ordering and shipping.  I know firsthand how it feels to be excited for something I ordered only to have something else shipped to me, and that’s no fun at all!

I am sending you a private message with some more information to help out with this.  To check your private messages make sure you are logged into the Forums and click the envelope icon on the right side of the page.

Respectfully,