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New Member
Posts: 3
Registered: ‎05-19-2017

Worst Experience in Buying 2 premium series Laptop

[ Edited ]

Hi,

Greetings.
 
I am Vinit {removed per forum guidelines} who recently purchased two premium laptops (Apple & DELL) from Bestbuy and had the worst experience ever.
 
I am truly sorry to say this but it was totally unprofessional to do business with you guys.
So I bought a laptop last week whose delivery date was Mar-17,2017 (Wednesday) and was supposed to be shipped at my home. I get an email a day before with apology saying it won't be delivered on time. I do understand that things do go upside down and so I remained calm. In the email they offered me other options like pick-up from store and so I selected that as I was in hurry to get the laptop as it was a birthday gift which was on Saturday(Mar-21). I went the store other day from my Job to pickup the laptop and also to buy the new Apple Macbook Air.
Customer Service helped me through whole process and convinced me to cancel the laptop which was suppose to be picked up and get the same laptop from store and I can get 10% Cashback points on laptop as well as Macbook Air. So I applied for credit card from Best Buy and it got approved and I was about to get my laptops after all the hustle. But before cancelling the laptop , I went to check at pick up counter as I didn't want to miss on the deal and guess what. No laptop was ready for pickup. So the manager in the store told me(rudely), we have the right to have the whole  day for pickup as it was never mentioned in the email what time to pickup.
I was shock with that thing and he said me you can wait till the time you want and we can get you by today. So they made me wait for 3 hours in the store from 6:30-9:30 (by this time the doors were locked from inside) and then the manager shows up and says , I am sorry to say but your laptop has not arrived yet and we are not sure when its going to arrive and we have no clue about where the laptop is and I can't assure you when its going to come on store ?(FYI-800 bucks are already deducted from my account). I requested to at least give me a concrete reply over arrival as I badly needed that laptop before Saturday.
He answered, 'Look you ordered online, so I have no control over it. You should have bought in store and I could have arranged for something. Its not my problem. Talk to customer care about it'. I seriously felt that totally unprofessional. 
I was just about to leave Best Buy in anger, one of the staff added saying, you don't want the Macbook Air ? I was totally angry by that time and they added saying if you don't know by today. You will not recieve any Cashback bonus as its only on the first day of Credit Card. I mean ,'Are you guys serious ?'. I bought the Macbook Air from store
I never knew there were 2 different types of Bestbuy business - 'Online' & 'Instore'. Never felt so partial. I meant I didn't do anything wrong in buying online. It wasn't my mistake. They finally felt they over-did so manager comes in and says I can give you 10% off on 150$ beats if you want (Because I was in beats earphone section whole time). Like 10% was such a huge thing?
 
I had to call at 10:45pm to beg to change my pick-up from that place to New York. And again I am traveling today from New Jersey to New York to just get the laptop for which I paid almost a week ago. 
 
So here are the things I struggled for :
1. Paid 800$ for nothing.Because I don't know when I ll get the laptop (You should have not deducted as I can't even buy any other deal now as you already charged me)
2.  Fooled me to get Credit Card as I never got Dell laptop neither the cashback over it(Lost 70$ straight)
3.  Travelled 2 different store in 2 different state (NJ & NY) to get my laptop which was supposed to ship at my place (Spend almost 80-100$ just traveling)
4. Made me wait for 3 hrs in Store and 2 hrs in Customer Call Support arranging all the mess that you guys created
5. Inappropriate reimbursement (10% off on Beats) - Seriously, When I made a purchase of more than 1500$, lost cashback, spend own money over travelling, applied for credit card and you give me 15bucks off Beats as courtesy. I almost have lost more than 200 bucks altogether and ample amount of time running here and there.
 
I hope to hear from you guys soon.
Highly Unsatisfied and waiting for genuine reply.
 
Here are the details:
Name : Vinit {removed per forum guidelines}
Email : {removed per forum guidelines}
Order Number - {removed per forum guidelines}
Posts: 955
Topics: 6
Kudos: 65
Solutions: 53
Registered: ‎12-23-2016

Re: Worst Experience in Buying 2 premium series Laptop

Hello Vinit,

 

Thanks for joining us at the Best Buy Community forums. That sounds like a very frustrating experience and I apologize that you’ve had so much trouble getting your laptops.

 
Using the order number you provided, I’m happy to see that you were able to head in to the store again and pick your Dell laptop up. I’m sorry that the delivery was delayed. As you noted in your post, sometimes things pop up and delays can’t be avoided. That’s why we offer alternative options like in-store pickup. Whenever a purchase is set for in-store pickup, you’ll want to wait to get a confirmation email that the pickup is ready before you head in to avoid situations like what you ran in to. I apologize if that wasn’t explained to you at the time you modified your order.

 

I do have some good news for you regarding the My Best Buy credit card that you applied for, however. As noted in the Terms and Conditions, you have 14 days from the time you apply to take advantage of the 10% back in rewards offer. If you are still interested in the MacBook you can head in to a store and make the purchase using your card and receive that 10%.

 

Again I apologize for your bad experience in your local store. I know that waiting around for so long is never fun. The folks at the store should have let you know that you will bet an email when the item arrived and that there was no need for you to stick around. I’ll be sure to document your concerns in our corporate systems, as we rely heavily on feedback like your to identify gaps in our customer service and make improvements where needed. I thank you for taking the time to let us know about this.

 

I hope that you will come back in to one of our stores in the next few days to use your My Best Buy credit card and take advantage of the 10% back in rewards offer before it expires. When you do, I’m confident that we’ll provide you with the expert service we do our best to provide to all of our customers and that we’ll give you a better experience.  If you have any further questions or concerns please let me know.

Sincerely,

 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-19-2017

Re: Worst Experience in Buying 2 premium series Laptop

[ Edited ]

I already have applied for Best Buy credit card.

It would be great if you could atleast provide me 10% cashback on this order (Removed Per Forum Guidelines) as it was promised to me in the store.

They even made me pay more tax as they moved the pickup to New York excluding the travelling. I almost have lost more than 200 bucks over travel, tax and cashbacks. Any reimbursements will be appreciated if you really wish to help in some way.

Hope for a positive reply

 

Highlighted
Posts: 955
Topics: 6
Kudos: 65
Solutions: 53
Registered: ‎12-23-2016

Re: Worst Experience in Buying 2 premium series Laptop

Hello again Vinit,

 

In order to qualify for the 10% back in rewards, your purchase would have to be made on the new credit card that you signed up for, per the Terms and Conditions. In order to take advantage of this offer you would need to head in to one of our stores, return the item, and re-purchase it using your new My Best Buy credit card. We would be unable to provide you with those rewards for a purchase made using a different credit card. Please note that, if the item you bought as on sale and the price has changed since then, you would have to re-purchase the item at the current price.

 

Concerning the tax that you were charged, Best Buy is required to collect tax at the rate of the location where a purchase is made for orders that are shipped or for the location of the store where an item is picked up. If you are located in an area where there is lower tax rate, you can perform a return and repurchase at a store with the same tax rate, as described above, to pay that rate. Again, however, if the price on the item has changed since your initial purchase you would be looking at paying the current price.
 

I hope that helps you with your next steps.


Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎05-19-2017

Re: Worst Experience in Buying 2 premium series Laptop

I agree with what you say and I think this is a good way of BestBuy to deal with their customers who have been repeatedly making huge purchase.  

1. Provide Shipping and then Apologize and provide inStore purchase (Travel at own cost)

2. Don't provide laptop inStore and say we don't know what happened to your product.

3. Call Customer care and again change pickup to place where you pay the max.

4. Finally provide the pickup in order to not get sued.

5. Customer pays the max with all travel charges on his own account.

 

And yes I can see how much bad you are feeling for me. Thank you very much for being generous . Because compensation is something which I don't think BestBuy provides. What it does , is it apologize and deduct money before it provides the goods.

 

Next time I would rather go to an officedepot or staples to make my electronics purchases just like my friend recommended. I feel like a fool to go with you guys and ending up paying more money and more importantly wasting my time going from 1 location of yours to another. 

 

Regards,

Vinit