BestBuy.com

[nitinnitin]

Ordered Lenovo - Yoga C940 2-in-1 15.6" Touch-Screen Laptop - Intel Core i7 - 16GB Memory - NVIDIA GeForce GTX 1650 - 512GB SSD - Iron Gray on Jan 27, 2021. After placing order got a confirmation email with order number. However, after few minutes got another email that there is an issue with payment information and order is put on hold and would be cancelled if payment details aren't updated. FYI - BB was able to charge my card and then refunded back same amount immediately. Upon checking the order I saw there were two issues listed - a) Failed authorization for one of the gift card applied b) Awaiting authorization. in Visa credit card. Called customer care several times and spending couple of hours on call, but issue still persists. As suggested by agents contacted bank and as per them there is nothing awaiting their approval.

Best Buy isn't able to resolve the issue yet, it has already been more than one week, each agent has different version in explaining the issue, some says item is out of stock, othe says there is an issue with charging the card. Whatever is the reason, I still don't have laptop shipped. Order number id {removed per forum guidelines}. After enduring stoically, today I cancelled the order.

I want Best Buy to get me this laptop or similar configuration laptop at same price. Please take this issue seriously and on an urgent basis.

[nitinnitin]

One more thing, the way Best Buy has handled this order falls under - 

The Texas Deceptive Trade Practices-Consumer Protection Act ("DTPA") which was enacted on May 21, 1973. The full text can be found starting at section 17.41 of the Texas Business and Commerce Code. The primary purpose of the DTPA is to protect consumers against false, misleading, and deceptive business and insurance practices, unconscionable actions, and breaches of warranty. It does so by prohibiting certain acts and practices that tend to deceive and mislead consumers.

[SeanM-BBY Retired: Social Media Specialist]

Good afternoon, nitinntin,

Welcome to our forums.  We hope to make the shopping experience with us as smooth as possible, so it’s disappointing to hear there was an issue with the laptop order you were attempting to place with us. 

In regards to your payment, as it sounds like you’re aware, if our system is unable to collect funds to process your order, we’ll attempt to notify you to update the form of payment.  If we’re able to successfully process your payment once updated, you’ll be notified, and your order will begin the shipping process. 

While we’ll be unable to reinstate your order once it’s been cancelled, I recommend attempting to replace your order either through BestBuy.com or your local Best Buy store, and I’m optimistic you’ll have better success.

Regards,

[nitinnitin]

I requested BB agents to update the payment information several time and gave them 3 different cards to process payment. But item couldn't be shipped. Until Feb 5, 2021, I was told that item would be shipped anytime as now it’s available. But then on Feb 6, things took reverse turn, and I was told there is an issue with payment method. This was in spite of fact that I have updated payment information several times between placing order and Feb 6.

BB system is broken, and this is an attempt to deceive customers. First, it told item is available and when customer places order, it couldn't ship it at all for different weird reasons. This needs to be fixed.

I cancelled the order because of sheer frustration and to unlock money on my gift card. I want you to escalate it to senior management and help me getting a similar configuration laptop at same price as of laptop for which I placed order, since this laptop is now out of stock now. I missed getting laptop because of BB system issues, misinformation, and inability of BB team to fix the issue.

Please read FTC guidelines carefully - https://www.ftc.gov/tips-advice/business-center/guidance/advertising-marketing-internet-rules-road. BB can't advertise something which it can't fullfill. BB advertised

Lenovo - Yoga C940 2-in-1 15.6" Touch-Screen Laptop - Intel Core i7 - 16GB Memory - NVIDIA GeForce G...

at $1,189.99 which it couldn't ship in spite of updating payment details several time and providing customer care with all information and spending several hours on phone with them. You may check all chat messages, calls and case created so far on this order.

PLEASE ESCALATE AND RESOLVE.

[Allison-BBY Social Media Specialist]

nitinnitin,

Thanks for following up regarding your laptop order. I notice you also sent Sean a private message regarding your concerns, and I'm happy to follow up to that message in his absence. Please look to your inbox for my reply shortly.

Regards,

[nitinnitin]

To,

Allison Peterson
Chief Customer Officer

Best Buy

Richfield, MN 55423

Subject: - Best Buy unable to fulfill order as advertised / listed on their website.

Dear Ma'am,

I writing to bring to your attention that Best Buy couldn't ship order placed by me on bestbuy.com. Let me bring you up to speed with the matter before I request for desired resolution.

Please order for Lenovo 940-2-in 1 laptop on Jan 27, 2021, order got confirmed and received confirmation email too. However, after few minutes, received another email to update payment information since there was system issue in charging gift card. Called customer care same day and provided new credit card details. Even after doing so, Best Buy system could charge my new card and customer care agent told to contact bank to get charge approve since it was showing 'Awaiting Authorization' in Best Buy system. Followed what customer care mentioned and as per bank level 1 support and fraud department, there was nothing pending approval. 

Post to this, followed with Best Buy customer almost every day to resolve the issue and every time got variety of answers - card will be charged when item will be shipped, bank needs to approve charge, wait for committed delivery date to cross and then we will escalate case et cetera. FYI - delivery date was Feb 3. On Feb 5, BB agent gave good news that item will not be shipped anytime today as it's now available in stock, delay was because Best Buy received product late from manufacturer. Waited for whole day and again contacted customer care next day and they mentioned that there is a hold on the order pertaining to payment method. Again spent almost an hour with no resolution in sight. And ultimately cancelled the order realizing that customer care is inapt in resolving the issue.

Long story shot, killed more that 12 hours of my precious time and followed all instructions given by customer care such as updating payment method several time, contacting bank et cetera and lastly didn't received the product.

So far, I have endured stoically and didn't get any resolution. Hereby, I urge you to resolve this issue by offering me a laptop with similar configuration and brand at same price as of laptop ordered, since this item is out of stock now. OR arrange same laptop ordered.

For the records, Best Buy should be following all guidelines set by government including FTC (Advertising and Marketing on the Internet: Rules of the Road)

while serving customers.

I am sure Best Buy is making all efforts to follow the same, but at this instance, it seems to be slipping. 

Request you to give immediate attention to my grievance and resolve it to my satisfation.

[nitinnitin]

Best Buy forum and executive resolution team seems to be a joke to me. After so many days of following with them, this is the resolution - 

"I have worked with my leadership team and we are willing to make a one time exception to our policy as a customer service gesture and sell it at the same price it was during the sale that ended a few weeks ago. The price for the Lenovo - Yoga 9i 15" 2-in-1 Touch-Screen Laptop - Intel Core i7 - 16GB Memory - NVIDIA GeForce GTX 1650Ti - 1TB SSD - Slate Gray would $1399.99. If you'd like to accept this offer, please respond to this email by 4:00 pm CT on 2/17/21.  Best Buy will not address additional monetary requests for this issue."

Please read each word carefully.

I am totally baffled and anoyed to see that this Laptop is currently available on Best Buy website at $1399 (the special price executive team has got for me from leadership team). What special executive resolution team has done for me? Looking at their above communication it looks like they have done fantastic job to resolve my issue.

THIS IS ANOTHER EXMAPLE OF DECEPTION AND TOTALLY NOT ACCECTABLE. 

Executive resolution team - If you are really in business of resolving customer grievances, please offer a solution which helps and make customers ecstatic, not further annoyed and angry.

[SeanM-BBY Retired: Social Media Specialist]

Good morning, Nitin,

Welcome back to our forums.  Allison is unavailable at the moment, so I wanted to step in and address your concerns while she’s away.

Please know we’ll be unable to provide an alternate offer beyond what it appears our Executive Response team has offered regarding this matter.  If you are not satisfied with their response, I recommend continuing to work with them to address your concerns.

Thank you,

[nitinnitin]

I am making audience aware that not to expect any resolution neither from this forum or executive team.

[SeanM-BBY Retired: Social Media Specialist]

And we appreciate you keeping us, and any potential readers up to date on your experience thus far.  As mentioned, our Executive Response team will be your point of contact regarding this matter going forward, but please don’t hesitate to visit our Support Forums any time.

All the best,