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LJK
New Member
Posts: 3
Registered: ‎12-30-2017

Item discussed and purchased in Store was not the item delivered by mail.

Hello

Short history - My daughter and I purchased a Yuneec Typhoon H Pro preformance in a compact package Drone for christmas in your Flowood Mississippi Store during their Black Friday sale. 

 

We were assured by the store representative during a long disscussion that the drone pictured and discribed with the full contents listed  was in fact the drone being sold for $799.99, regular price $999.99 as depicted and discribed, (Did I mention discribed enought or pictured or disscussed)(2 Hours going over the different drones you had.) 

 

We did not recieve the back pack, the Wizard wand, the extra Battery, the extra blades, or the real sense technology in our package. 

 

When we contacted the Store to resovle this we were promised call backs- did not receive them, we wer put on hold and eventually hung up on.  This has been going on since Dec. 13 when my daughter returned to the store to talk to management.  I can send you my formal complaint letter with Pictures of the advertisement, the receipt and a list of the days and times we called and the store managers name we were given when they told us she would call us back.  

Please advise the next step I should take to resolve this and or contiunue my formal complaint process. 

 

Thank you.

LJK 

Posts: 4,320
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: Item discussed and purchased in Store was not the item delivered by mail.

Hello LJK,

 

Drones are a lot of fun! I’m sorry to hear yours was missing some accessories, and your local Best Buy hasn’t been much help in seeing how they can assist you further. I appreciate the time you’ve taken to share your concerns with us, and for joining our forum community! My sincere apologizes for our delayed response due to the holiday season we’ve been busier than usual, and we’re doing our best to catch up.  

 

I wasn’t able to locate your purchase using the details you shared upon joining our community. Can you please send me a private message with the customer service pin number off of your receipt? Once I have that detail I’d be delighted to see how I can partner with your local Best Buy in Flowood to assist you further.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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CRK
New Member
Posts: 1
Registered: ‎01-06-2018

Re: Item discussed and purchased in Store was not the item delivered by mail.

[ Edited ]

Mariah,

 

This post is in response to your post to my Dad requesting me to send a private message.   I did send you a private message as requested but have not heard anything since.  There is still no resolution to this issue.  

 

I sent my complaint letter in the private message but am reposting here minus the personal info below.

 

{removed per forum guidelines}

 

The Store I visited and with whom my Dad and I attempted to communicate with on multiple occasions.

 

Best Buy

194 Promenade Blvd

Flowood, MS 39232

(601) 919-0176

MGR Ms. {removed per forum guidelines

 

Dear Customer Service Representative,

 

This letter is to lodge a complaint against your company, and specifically your store management at the Flowood Store in Flowood Mississippi. I am hoping that this will be taken seriously and resolved properly. 

 

This complaint stems from several actions, non-action and certain reactions from your representatives at the store as well as your stores apparent deceptive advertising practices.

 

Background- I purchased a Yuneec Typhoon H Pro package Hexacopter Drone on Black Friday, November 24, 2017 with the help of my Dad.  I was in Jackson that weekend visiting friends. On a shopping trip on black Friday I came across a great deal on the above drone at your store.  The Item was advertised for $999.99 (Picture of the store display available if I can attach a jpeg somehow) with $200.00 off of that price.  (Jpeg available of my receipt)

 

My Dad and I have been searching and comparing the prices and specs on drones for a while looking to purchase a multicopter drone for video/photograph work.   I called my Dad to discuss the different deals the store had on display and we spent nearly two hours discussing the different options presented at that store.  Multiple times I asked the sales representative helping me if the display price of $999.99 and the sales price of $799.99 was for the package pictured and displayed with all of the contents listed.  The answer from the representative was always yes.

 

When you look at the display in the picture from the store you see two multi copters depicted. One is a quad copter the other the Typhoon H Pro performance in a compact Package. In the “Ready out of the box section it states that the package includes the Typhoon H Real Sense Technology, the Wizard Wand, a Backpack, an extra battery and extra props.  These items were missing from the package my Dad and I received.

 

We received the package earlier than expected and in good shape but we set it aside for wrapping like all Christmas presents.   Upon getting ready to wrap the item and taking the drone package out of the shipping box it was determined that the drone was not what was discussed at the store in front of the advertising with the store representative(s).

 

I decided to go back to the store and discuss the issue with store management on my next trip to Jackson, which was on Dec. 13.  The store reps stated the person to contact was not there and that she needed to com back the next day to speak with that REP/Manager.  I was leaving to go back to Meridian that evening and was then instructed to call back the next day and that the REP/Manager would be able to resolve the issue.

 

My Dad and I have been trying to resolve this since then around the holidays. The unavailability of the gift was disappointing to say the least.  

 

In the multiple phone call attempts to resolve this with the store representatives and management, we have been hung up on, placed on hold and then hung up on and generally ignored by the store representative and management.  Each phone call we made the store personnel would give the impression they were going to help, and then put us on hold which was a no music hold.  This turned out to switch to a busy signal or just stay as dead air until the wait was longer than it should have ever been.  Forcing us to either hang up and call back or sit on a dead line for who knows how long.

 

Here is the approximate timeline.

 

12/13 I went into the store to resolve the issue and after being passed around to several people I was advised to come back the next day and talk to management.  I advised that I was leaving and going back home which was 2 hours away.  The representatives advised that I could call the next day and speak to the manager that dealt with the drones.  

12/14 I called the store for the manager and after being switched between two people I was advised that I needed to talk to the store manager, a Ms. Tidwell (?). She was not there at the time and I needed to call the next day when she would be in.  

12/15 I called as instructed on 12/14--on the first call the manager was at lunch but would she would call me back when she got back in.  After a 2 hour wait for the managers call, I called again, this time the manager was in a meeting and would call back after the meeting.  After another long wait for that call from the manager, I called back before 3:00pm.  On this third call the manager had gone home but I was told she would call later from her home or on Sat.  That she was able to and did work from her home and that she had access to the store computer information from her home. However I did not receive any call from her later that day or on Saturday as stated by the store representative.

On Mon. morning the 3 calls I made I was put on dead line hold each time. I waited each time before realizing they were not coming back to the Phone. The last call clicked over to music for 2 seconds then went to a busy signal disconnecting me. 

 

My Dad was sitting by me for each of these calls and knows all that has transpired. If you need my permission my Dad has the authority to discuss anything related to this situation and purchase with you.  His username on this forum is LJK on this forum.  

 

We (I) did not receive the product we were assured we would get, when we purchased the Yuneec Typhoon H Pro Package in the Flowood Mississippi Store on Black Friday.  We have tried to resolve this issue with store management but over several days of trying and being hung up on, I and my Dad have decided that we need to file a formal complaint as well as receive the proper drone we were assured we would get for the price we have already paid.

 

Otherwise you are using deceptive business and advertising practices, we hope that is not the case.  We have made multiple purchases of computers and other items in the past from your store(s) and we will rethink where we make any future purchases if this is the case.  Also we deserve an apology from the manager and the other representative(s) from that store for the egregious treatment we have been subjected to. It is completely unacceptable for customers to be treated the way we have been.

 

Please do not take this complaint lightly and I expect my Dad and I to be made whole and receive what we purchased in the store. Please do not let this turn out to be a regretful experience (as it is already) for using your stores. I ask that you resolve this as quickly as possible.

 

Thank you for hearing me out.

 

Sincerely,

CRK 

 

Posts: 4,320
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: Item discussed and purchased in Store was not the item delivered by mail.

Morning CRK,

 

Thank you for reaching out to me regarding your drone purchase! I really do appreciate it. I’m sorry that I missed the private message you sent me on Saturday. I’d be happy to help you moving forward with getting assistance on this matter.

 

The BestBuy.com listing for the Typhoon H Hexacopter purchased shared the item included the following items:

 

-Typhoon H Hexacopter

-CGO3+ 4K camera

-ST16 Ground Station

-1 battery

-USB Charger

- LiPo battery charger

-Backpack-ready foam insert

-Owner's manual

 

It appears you may have purchased the base model, and not the upgraded version of the Typhoon H Hexacopter Pro with Intel Realsense. I’ve sent you a private message to collect one more piece of information from you regarding your purchase. Can you please check your private messages? You’re able to do so by ensuring you’re logged into your forum profile, and selecting the orange envelope in the top right-hand corner. I’d be happy to partner with your local Best Buy to determine where the communication error occurred from, but I’d be unable to guarantee that you’ll be provided the more expensive drone for lower price.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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LJK
New Member
Posts: 3
Registered: ‎12-30-2017

Re: Item discussed and purchased in Store was not the item delivered by mail.

As of today it appears to be resolved. But we. Will have to wait for the ereplacement package to arrive and verify that it is correct. I do not consider this finished just yet.

Posts: 4,320
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: Item discussed and purchased in Store was not the item delivered by mail.

Hi CRK & LJK,

 

Thanks for keeping me in the loop! I’m happy that the purchase location was able to partner with your local Best Buy towards a resolution. I’d be happy to keep an eye your new drone order for you to ensure that it progress as it should. Please let me know if you have any further questions, or concerns and I’d be happy to help you address them.

 

Respectfully,

 

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
LJK
New Member
Posts: 3
Registered: ‎12-30-2017

Re: Item discussed and purchased in Store was not the item delivered by mail.

Thanks Mariah, we will. 

LJK and CRK


Mariah-BBY wrote:

Hi CRK & LJK,

 

Thanks for keeping me in the loop! I’m happy that the purchase location was able to partner with your local Best Buy towards a resolution. I’d be happy to keep an eye your new drone order for you to ensure that it progress as it should. Please let me know if you have any further questions, or concerns and I’d be happy to help you address them.

 

Respectfully,