I placed an online order at the beginning of October for a 50" Panasonic G10 Plasma TV with a surround sound system. The first problem I encountered with my order was the financing that was offered online was not the same financing that was in the original email. After 2 days I got that issue straightened out. The sound system showed up via UPS/FedEX no problem. A TV was delivered a few days later. So far, no problems. Then the next day, we were trying to set up the THX sound, and noticed that there wasn't that option on the TV. Upon closer inspection, we were given the S1 (which is about $400 cheaper). We called to have the correct TV delivered. The first customer service person said they would help and said I would hear from the warehouse within 2 days to fix the delivery.
Three days passed. I called BB.com to find out the status. After much time on hold (again), I received another CS person who gave me the same line about the warehouse contacting me. Three more days passed. I call again. I get another CS person who checks with the warehouse and finds out the order had not been put in. I am supposed to wait two more days. Three more days pass. Still nothing. I call yet again, this time I am told that I will have to order it again and have the other one returned, and hold a balance on my Best Buy card while it gets straightened out. I am not willing to accept this, as it was not my mistake. One of the CS people finally tell me they have a delivery date for the TV. The day before it is to be delivered, I get a call from the warehouse to schedule for pickup of the misdelivered TV. They do not have one to deliver to me. I tell them to not pick it up until they have one to deliver. I call the customer service people YET AGAIN to get this fixed. By this time it's been about 3 weeks. They do some paper pushing and finally set up a delivery time for the TV. The warehouse confirms and all LOOKS ok. So they come to my house to pick up the TV. They box up the TV and say they will be back with mine. So they show up later and try to deliver me the USED tv they misdelivered to someone else's house FOR A MONTH. So I have spent more than four hours on the phone with customer service.
All I have asked is that I get the open box price for the TV and a warranty for all of this trouble -- the warranty info/reg card were not in the box when they brought me the USED TV. I am so tired of dealing with these people. I still don't have a new tv or a warranty. It's extremely frustrating when I spend probably too much money with Best Buy every year and was planning to buy many things for Christmas, but at this point, I don't think BB is going to get any more of my business ---they obviously aren't too interested in keeping me as a customer. I would think that after spending all of this time on the phone with customer service making over 15 calls, having to leave work for the delivery, waiting a month, and still getting a USED TV that the open box and a warranty that would HOPEFULLY not have to get used (i.e. no $$ out of Best Buy's pocket) would not be too much to ask.
There are problems with their ordering system, the warehouse, and definitely issues with many of the personnel, because so many of them didn't have a clue and just kept putting me off for two days. I hope to get this resolved soon--but I'm not holding my breath.
@Dorothy_BestBuy
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