09-03-2009 10:30 PM
I am writing in hopes to help consumers who are doing research on purchasing a product from Best Buy on-line. I only wish I read the other posts on this forum prior to my purchase! I am also going through a similar situation to JennRn22.
Best Buy may have the "Best Buy", but unfortunately also offer the worst customer service, and I would be willing to pay more for better customer service.
My husband and I bought a gas range on-line. After researching at various stores we decided to go with Best Buy as they had the better price.
Upon purchase we received an order confirmation email, followed by an email on 8/27 of DELIVERY CONFIRMATION which stated in bold, "We will deliver the item on 9/2/09". We then made plans for the delivery: My husband requested that day off work, he arranged for an installer to be there to assist with the gas connection, and we asked the Salvation Army to come by the end of the day to pick up our old range.
We then grew concerned as we did not receive a phone call from a delivery agent specifying the delivery time window, so we called Best Buy, and only then were we notified that the product was on BACKORDER and the earliest delivery date would be 9/12! Why would they send us a delivery confirmation email with a specific date if the product is on backorder?!? And why did no one call to notify us? WE had to call Best Buy to find out what was going on. I called customer service to share the info, and all they did was apologize, file a complaint, and again state the earliest delivery date is 9/12. This is unacceptable. I called back later to cancel my order completely, and we purchased the same stove at a competitor store.
The order I cancelled also included an over the range mircowave that we picked up at a Houston store off the Katy Fwy. We brought the microwave back and explained to the store customer service rep what happened, and her reply was, "That stinks - I can't do much for you here since you purchased on line... that is why I don't buy on-line." That was the affirmation I needed - A Best Buy Rep stating she herself would not purchase from Best Buy on-line.
If Best Buy spent their resources on people who are proactive about customer service, they wouldn't need a team to respond with apologies for repeated mistakes like these.
09-09-2009 04:10 PM
As I read your story, I put myself in your situation, and let me tell you, I would be quite frustrated if presented with the same scenario. I consider my time and my vacation hours to be very precious, as I am sure you and your husband do also. I would like to offer my sincere apologies for the treatment you have described, as well as the lack of follow through you have detailed.
I would like the opportunity to discuss this further with you, and possibly win back your faith in Best Buy®. I am sending you a private message, so please be on the lookout for it. To check your forum inbox, first sign in to the forum with your user name and password, then click on the envelope icon in the upper right.