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New Member
Posts: 5
Registered: ‎09-11-2017

Bestbuy.com is committing fraud and robbing customers

[ Edited ]

Let me tell you the saga of my attempt to do business with best buy. First, let me share that I have spent about $50K with best buy this year, and about twice that last year; so I am a great customer. (correction, I *was* a great customer). I'm going to publish this account in multiple places, so buckle in BB.

 

BestBuy was running a great labor day sale (or so I thought). I decided that the new appliances I was buying for the house I'm building for my dad should come from BestBuy since the deals seemed better. though I live in Oklahoma city I was in dallas for the holiday weekend doing some shopping. BestBuy is a national company, I thought, so I should be able to go into a local store and complete my order. Wrong! After spending a little over 3 hours with a sales rep. in the store, the Oklahoma City store inventory manager wouldn't agree to help out with the transaction since it was being delivered. So, the rep in the store told us to order online.

 

Enter Saga #2 --> (The Online Order). I went online, completed the order and everything seemed fine. The order total was $6,100.31. This included a free $300 gift card and a free wifi home kit. (Neither things I would have wanted, but included with the promo as 'freebies')

 

I saw the charge hit my credit card, and I approved it. For reference, I've attached both my order summary as well as the statement from my credit card.

 

A few days later, I got an email stating that BestBuy.com was going to cancel my order b/c they couldn't charge my card. I thought that was odd since I had seen the original charge post, so I couldn't figure out what was going on. I went online and looked at my account, and noticed the original charge was still pending for $6,100.31 but bestbuy was attempting to make ANOTHER charge for 2K. I went into the local store to ask for help. 

 

Enter Saga #2 --> (The local store who won't help with an online order) So, I am in the OKC store and the store manager basically says he can't help me with the order. He offers to cancel the order and ring it up locally, but can do nothing for my locally. I still dont' understand why best buy was charging my card twice. So, I call BB.com. I get a rep who does NOT know what she is talking about and tries to tell me that bestbuy charges for things (essentially) twice and that my "bank" has to release the hold. 

 

So, I called American Express. Want to guess what they told me? BestBuy.com has the capability to ELECTRONICALLY release the authorization hold they make when they place the order, but did not do so. AMEX releases authorization holds electronically placed immediately. So, BestBuy.com was essentially trying to hold onto additional funds for no reason. Rightly, I declined the additional charges on my AMEX.  Bottom line, they simply weren't authorized.

 

A few days later, I get exactly 0 e-mails from BestBuy.com. I login to see that my order has been fully cancelled, with the exception of the $300 Gift Card that I didn't want, and some accessories for the washer and dryer that was cancelled which shipped. Also, the home wifi system that was "free" with the refridgerator - yeah, it shipped too. BestBuy.com sent me a refund for about half the order. It took me a bit to figure out what they did - but it's pretty simple. They basically charged me for the gift card the full $300, and the home wifi system (at full price), and the two wifi adapters for the washer and dryer they cancelled. I can only assume that BestBuy both employs a very unintelligent workforce and also is trying to deliberately cheat people. Is this a bait and switch tactic to get me to buy things I don't want ? (A gift card, wifi system?)

 

At this point, I've declined all the charges. The invoice I have shows no charge for the things that have arrived, minus the $50 of adapters. Those I'll be happy to let them charge me for and I'll return them in store. 

 

As for me and my business, I won't be doing any business with bestbuy again unless they make this right. With respect to these practices, I see at least a few violations of federal laws: "Bait & Switch", "Common law torts of unenforceable arbitration", "Fraud", "theft", etc.... And that's just me getting started.

 

BestBuy is aware of it's abnormal practices with respect to credit card charging. I found more than a few media reports of it's bad behavior on this issue (something other retailers don't do). It essentially side-stepped the issue with the media and, I believe, lied about how it deals with these situations. The Media didn't really press bestbuy on whether or not it takes advantage of the credit card API surface (authorization network) to release authorization holds as necessary. I suspect it does not, and takes the "easy" (read: unethical) route of just allowing some charges to fall off whenever the bank releases them automatically. Not only is this a violation of the merchant terms of service, it's just incredibly lazy. Somebody in executive management should be really disappointed in the BestBuy.com programming team - because they are terrible at this job.

 

see attached proof of order and credit card charge. See for yourself, BestBuy.com is a rip off.

 

 

 This is a copy of my credit card statement and the bb.com order. {removed per forum guidelines}

New Member
Posts: 5
Registered: ‎09-11-2017

Re: Bestbuy.com is committing fraud and robbing customers

[ Edited ]

Fixing link to Order docs and CC statement: {removed per forum guidelines}

New Member
Posts: 5
Registered: ‎09-11-2017

Re: Bestbuy.com is committing fraud and robbing customers

[ Edited ]

{removed per forum guidelines}

 

Correcting the link

New Member
Posts: 5
Registered: ‎09-11-2017

Re: Bestbuy.com is committing fraud and robbing customers

So the moderator can remove the proof of my purchase and BestBuy's failure? But can't actually respond to my issue. That's surprising and disappointing.

Posts: 3,404
Topics: 57
Kudos: 269
Solutions: 158
Registered: ‎11-30-2015

Re: Bestbuy.com is committing fraud and robbing customers

Good Afternoon Tommywmokc,

 

Welcome to the Best Buy Support Online Forum Community! Thank you for choosing Best Buy for some appliance for your dad’s new home. I appreciate the time you’ve taken out your day to share with us, and for your patience while you waited for a response. I’d be happy to see how I can assist you further.

 

At the time of purchase on BestBuy.com your form of payment would be authorized for the full purchase amount. Once items start to ship you’d be charged for those items as they’re packaged up for our shipping partners. This means you should see a partial authorization, and charge. I’m sorry what may have seen you saw on your end was the full authorization, and partial charge. Typically, the initial authorization will fall off and be replaced with a partial one that’s the difference. You’re more than welcome to learn more about this in our Terms & Conditions.

 

Our Return & Exchange Promise does clearly state in the event you return a portion of your order you’d be charged for the free items you haven’t returned. I’m sorry to hear that you were charged for your free gift card, and wifi home kit. You’re welcome to return them for a refund.

 

I wasn’t able to locate your order to take a further peek from my end. The link you posted contained censored information. Can you please send me a private message with your order number? I’d be happy to give you more information that’s more specific to your order. You can send me a private message by choosing the option to do so next to my name at the bottom. I look forward to receiving your private message.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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