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New Member
Posts: 3
Registered: ‎06-11-2020

Bait and Switch

[ Edited ]

I purchased a TV online for curbside pickup. I received a text message telling me that my order was ready. After driving to the store, as I pulled into the parking lot I received a message telling me that my order had been canceled.

After speaking with the Best Buy employees, I was told this TV wasn’t available but that they would be glad to sell me one with similar specs for a significantly higher price. The order number is {removed per forum guidelines}. This is a scam. I can understand mistakenly listing an option on the website. I can understand an errant message telling me to pick up an item that wasn’t in stock.

I cannot understand the two incidents combined except in the context of an illegal bait and switch, especially when the manager I spoke with confirmed that the original item I ordered had not been available for a very long time.

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Posts: 4,177
Topics: 39
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Registered: ‎11-29-2016

Re: Bait and Switch

Good afternoon, garnern2,

 

Welcome to our forums, and thank you for sharing your experience with us.  As someone who’s been in the market for a new TV since working from home, I know just how important it is to not only find one within your price range, but one that has all the features you’re looking for as well.  I’m sorry to hear the TV you were hoping to purchase from us is no longer available.    

 

While we strive to ensure all information on our site is as accurate and up to date as possible, unfortunately, we’re unable to guarantee all information on our site is complete, or error free.  This would include the inventory levels of the TV it sounds like you were hoping to order from your local Best Buy store.  This is outlined in the BestBuy.com terms and conditions, which you’ll find here.

 

As it sounds like you’re aware, if the item you’ve ordered is no longer available, your order should be cancelled, and your funds returned to your original form of payment.  While you certainly don’t have to follow the associate’s recommendation of the TV they believed to be a suitable replacement, if you are still interested in purchasing a new TV with us, feel free to check out our Top TV Deals, and I’m optimistic you’ll be able to find an alternate TV that will fit your needs.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-11-2020

Re: Bait and Switch

You conveniently ignored that my item wasn’t just canceled. I also received a message telling me that it was ready for pickup, making me drive to the store, only to “coincidentally” send me a text message stating that it was canceled as I turned into the parking lot. It wasn’t just canceled because it wasn’t available. I was drawn to the store first. That’s what makes it a bait and switch.
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New Member
Posts: 3
Registered: ‎06-11-2020

Re: Bait and Switch

I will say: the manager finally made it somewhat right by offering a different option for the same price, although I will still have to make an additional trip pick it up once it arrives.
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Posts: 4,177
Topics: 39
Kudos: 387
Solutions: 248
Registered: ‎11-29-2016

Re: Bait and Switch

Hi, garnern2,

 

Thanks for following up with your experience.  I’m glad you were able to work with the leadership at your local Best Buy store to find a replacement TV that will fit your needs, and hopefully your replacement order will be ready for you to pick up soon.

 

All the best,

SeanM|Social Media Specialist | Best Buy® Corporate
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