BestBuy.Com

[Rolf]

Ordered Sony 55" LCD/LED w/ Playstation bundle on BB.com on 12/4, one day before the same promotion went to the store level.  Promised in time for Xmas right there on BB.com.  Scheduled delivery for Dec 16.  No call or email from BB before or on my delivery date.

I sent my first email inquiry on the 17th, no answer, sent another on the 20th and got an "auto reply" on how to change or cancel my order

Called today to find out the product is out of stock and will not be available until between 1/3/2011 and 1/10/2011.  So....whats with the get it on time for Xmas promotion when I ordered on 12/4?    If it was out of stock then I should have been told instead of ignoring me until Dec 22.  What happened when the sale started 12/5 at the store level? - must be a lot of upset people.

This was a Christmas present for my wife....Thanks BestBuy. 

[Rolf]

Seriously BestBuy, I just checked and the TV that was promised me on 12/16 and is now on "back order" is AVAILABLE at stores near me...I just checked on line.  Since this was one of your in time for Xmas promises that fell through, how about throwing one on a truck and getting it to me so I don't have to cut a picture out of a magazine to give as a gift.  Your online people also told me that it wouldn't be available for delivery until between Jan 3 and Jan 10 yet it shows I can schedule delivery for 12/30 if i buy it.  If you are going to fabricate information at least get your stories straight. 

This is NOT good customer service and doesn't even address the problems I had during the ordering process back in early December.  If you want to keep your business and compete with WalMart and Amazon who are eating your lunch, you might think about trying to deliver world class customer service since you don't compete on price. 

[Fentu]

If they are unable to compete on price, why not shop elsewhere? Customer Service only comes into play if item/service price is relatively the same.

[Rolf]

Fentu, I paid more at Best Buy than Costco and accepted this because I also want the extended warranty that BB offers plus, I expect a higher level of service from a company who claims to Wall Street analysts that they will not get down in the dirt on price and want to differentiate themselves via customer service (see comments after their Nov close revising down profit estimates)....  I disagree that customer service only comes into play "if item/service is relatively the same"  I often choose small local retailers over big box stores because of the personalized, professional customer service I receive and I am willing to pay a premium for this.  The way I see it, for a $2000 purchase the least I can expect is somebody to communicate which they have not and I especially want truthful information when I am making the purchasing decision...why accept my order and promise it in time for Christmas if you don't have the product?  Also, the point of my last post was that they have the product in stores so why not live up to their promise and get me the TV?

[KazooTom]

One suggestion, try taking your order confirmation and back order notice to the local store that has it in stock. If you push the manager they might be able to change your order to in store pick up and you'll be on your way home with your tv!

Another option is to check with a competitor. (I did this after I discovered the local store had no stock) If they have the item in stock show them your confirmed order price and see if they will price match. since your item is on back order status you should be able to go on line and cancel the order. This happened to me. I found the exact item at a competitor's store in stock. They matched the BB price and threw in the sales tax. Purchased it there and then got home and cancelled the BB order that was in back order status.

Hope this works out for you.

[Rolf]

Thanks KazooTom.  With the last minute nature of this I was trying to avoid dealing at the store level but it is a possible solution.  Part of why I ordered online is that I am 45 min from the store.  I woul dlike to stay with BB as I have had good experiences with their extended service plans.  Thanks again for a constructive suggestion.

[Fentu]

So it is more of a "get what you pay for"? I can agree with this. I order quite a bit of items online from Best Buy, Wal-Mart, NewEgg, TigerDirect and the like and understand that sometimes things do not go as planned or wanted from my point of view. I never do anything online during the holidays. I am more of a "hands on" during the holidays. You did mention that it was available at a store near you, is that an option for you? (to go buy at the store?)

[KazooTom]

I can't comment on their extended service plans as I never purchase them, instead taking on the risk myself. Sounds like your best bet is to bite the bullet and head on out to the, likely very crowded, store. If you get lucky with a customer service rep at the store you might not even need the manager. The store's warehouse manager might also be of assistance in solving your problem.

[CrystalWoW Valued Expert]

I can tell you ahead of time that the store can't change it to store pick up. You can call and try to have 1888bestbuy change it to store pickup ahead of time, or have the store cancel it and repurchase it.

[tightclaws]

Walmart stands by their word, Best Buy you don't know where you stand and can't trust what they say is truthful. That's about it.