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New Member
Posts: 2
Registered: ‎07-13-2017

False Advertising/Poor Customer Service

I had a very unpleasant experience with Best Buy today. I had ordered an item online on July 9th for my son's birthday. I was very excited to find the exact item he wanted! He is currently reading a series of books called Redwall. He wants the tv series on DVD to watch. I was looking for the Redwall: The Adventure Begins/Special Collector's Edition DVD and I found it on your website. I received the item in the mail today and was very disappointed. When I opened the envelope, I had been sent the original and basic Redwall: The Adventure Begins DVD. This edition is very common and easily found on Amazon at a better price. I had ordered the Special Collector's Edition which is not as readily available and is pictured on your website as the item I ordered. When I called customer service I spoke to several different people and was on the phone for about a hour.  I finally hung up, frustrated and with no resolution. No one could assure me if I made an exchange that I would receive the correct item I ordered. I kept getting transferred and finally the fourth person, named Arra, was no help. I had to retell what had happened and she was very hard to understand due to her accent. I quickly requested to speak to a supervisor but she refused until she had a chance to look at my account. She did not understand my dilemma and I was tired of having to explain it in detail for a 4th time. I find this to be false advertising when there is a picture of an item on your website but another item is sent in it's place. I am thoroughly disgusted with my experience today.

Posts: 3,364
Topics: 57
Kudos: 268
Solutions: 155
Registered: ‎11-30-2015

Re: False Advertising/Poor Customer Service

[ Edited ]

 

Hello Mmnance,

 

Finding the perfect gift for a child can certainly be time consuming! It’s discouraging to hear that the item you received isn’t version of Redwall: The Adventure Begins/Special Collector's Edition DVD you both had your heart set on. Thank you for taking the time to join our community, and sharing your experience. 

 

Product information and pictures on BestBuy.com are provided directly from the manufacturer. You’re more than welcome to review our Conditions of Use here that explains that. I’m sorry our agents over  the phone at 1-888-BEST BUY were unable to articulate that, or offer further assistance. I’d be happy to see how I may be able to help.

 

Can you please provide the UPC code off the back of the DVD set you received? I’d be happy to double check if that information matches what we have documented for the item you ordered. If the product is incorrectly listed on BestBuy.com, I’d be happy ensure that it’s bubbled up to the correct teams for review, and fixed as needed.

 

I look forward to your reply!

 

Regards,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-13-2017

Re: False Advertising/Poor Customer Service

The UPC is 625828526602. The DVD I received has a release date of 1999, while the Special Collectors Edition on your website says it is 3/9/2010. The front cover dies not match the picture either. The one I received does not have a purple border around the outside nor is it labeled Special Collectors Edition.
Posts: 3,364
Topics: 57
Kudos: 268
Solutions: 155
Registered: ‎11-30-2015

Re: False Advertising/Poor Customer Service

Hello Mmnance,

 

Thank you for providing me those details so I could take a further look into this matter. It appears the listing on BestBuy.com may be wrong, and I apologize for any frustration that may have caused you.

 

On your behalf, I’ve documented your concerns here at our corporate offices. I’ve also escalated the product’s information to our business teams for further review.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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Posts: 3,364
Topics: 57
Kudos: 268
Solutions: 155
Registered: ‎11-30-2015

Re: False Advertising/Poor Customer Service

Mmnance, 

 

Can you please check your private messages? I've sent you one to share some other insight on your order that I noticed while reviewing your concerns. 

 

You can check your private messages by ensuring you're logged into your forum account, and selecting the orange envelope in the top right-hand corner. 

 

Regards, 

 

 

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!