02-08-2011 08:38 PM
I bought a TV (Samsung 6900) on sale at Bestbuy.com in late December and they billed my credit card January 2.
Promised delivery date was January 3. Then January 5. Then January 10. Then February 1. Still not delivered.
I called, emailed and wrote letters. Never heard back from anyone. I was given four different case numbers, never heard back on those. Bestbuy never credited my credit card. The TV remained on sale at Bestbuy as late as last week.
What is aggravating is that I could have purchased the TV elsewhere for a similar price if bestbuy had been honest. Now this model is apparently discontinued. They still have my money and will not refund.
02-10-2011 12:41 PM
Thanks for visiting our forums.
After reading your experience I can certainly understand your frustration with your TV order you made back in late December. When I was researching your order, I did see that Paloma on our Executive Resolution team received the letter you sent to our office in regards to this situation. I reached out to her and she let me know she would be getting in contact with you shortly.
Please continue to work with her towards a resolution. She should contact you by the end of business day tomorrow.
02-10-2011 08:05 PM
1. Bestbuy has been totally non-responsive and I think that is the policy. The letter you mentioned is a good example. I sent that letter January 10, one month ago. I think it is fair to say that no one would have replied to it had I not posted here.
Many of the people I spoke to, including supervisors, promised to call me back but none of them did. your customer service is arranged so that I can never call a particular person.
The emails are a bottomless pit. I have never had a meaningful reply to an email, just an acknowledgment that someone would get back to me.
There were at least three customer care cases (not sure what you call them) opened on this and case numbers were given to me. I never heard back on any of them.
2. I also think Bestbuy has a strategy of selling TVs they do not have. That is what happened with the Samsung 6900.
It happened to me a second time in January. I grew frustrated with the non-delivery of my Samsung 6900, so I went to the bestbuy store in Rockville MD and found a Samsung 8000 (plus 6900 blue ray player and 3d kit) on sale for $1499. The salesman checked on availability, there were six in the local warehouse and he scheduled delivery in two days. The next day I received a call that the warehouse was out of stock, could not deliver and did not know when they would be in stock. I asked about the six in the warehouse -- including the one supposedly held for delivery to my house – and she said there weren’t any. A week later, still no delivery, so I canceled that order.
The 6900 model was advertised as on sale and available for future delivery as late as last week, even though they had not been available for a month. You were still taking orders one month later.
3. Paloma does not have to contact me to resolve the situation. Just send me the TV you sold me in December or the 8000 from January.
02-10-2011 08:14 PM
The TV was available from other vendors when I purchased from Bestbuy in December. Price was not quite as good from other vendors. Since bestbuy was cheaper and said they had them in stock and would delivery on a specific date, I went with bestbuy. Now I have to buy a more expensive or not as good TV.