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New Member
Posts: 3
Registered: ‎07-13-2020

My horrendous experience with your company

I was browsing the July 4th sales and came upon one of your ads. You all had a great deal on a 65 inch Samsung TV. After doing some research, I decided to purchase it, so I did, on the morning of July 4th. My scheduled delivery was July 18. In the mean time, I bought a TV mount, cables, etc.... preparing for the new tv. The weeked of July 10 I got informed that the TV got here faster than originally anticipated and I could reschedule delivery for an earlier time! I was ecstatic! So I scheduled delivery for July 14. Today, July 13, I get a call saying that the TV is no longer available and my delivery appointment is cancelled without the ability to reschedule. I called furious and was told on the phone that Best Buy has no more TVs to ship and what will happen is my money will be held for an extra week to see if they can get a hold of the sold-out tv and then it will auto-cancel, which is the most probably outcome I was told. I MEAN! What kind of customer experience is this?? How can you possibly expect to compete with other retailers?  The lady on the phone also said there's a 24 hour inventory lag on all your products, so most likely my rescheduling caused me to lose my tv! So not only does your company advertise all these deals and let you go through with the purchase, THEY THEN HOLD YOUR money for over three week and auto-cancel your order! What kind of customer experience is that?!?! I asked if they can honor the promotion on a similar tv OR give me an equivalent TV at the original price, but NO..the customer rep said they did not have the authority and if I needed anything else to go to bestbuy.com.  TERRIBLE TERRIBLE TERRIBLE! If you don't have the TV in stock to ship, DON'T SELL IT! Why do you sell more product than you have? If you have a 24 hour inventory lag, then UPDATE YOUR LOGISTICS! It's 2020! Amazon sometimes is able to show me where exactly my product is on a GPS map and how many stops away my product is! I'm furious! A waste of a month and now I have to wait for the "next" tv sale to find a deal. At least honor the promotion I received.  Would love a response, thank you.

New Member
Posts: 3
Registered: ‎07-13-2020

Re: My horrendous experience with your company

7/17/20 Update: I was able to reschedule delivery a few days ago to 7/20/20. Yay! So excited.....guess what?? This AM, "please accept our apology" etc.... Delivery was cancelled AGAIN!!! one business day prior to deliver.  I ordered July 4th and this is not only the 2ND time cancelling, but once again my order is up in limbo and of course the "system" won't let me reschedule anymore. What kind of scheme are you guys running over ther?!?!?  Is this a normal experience for www.bestbuy.com ?   Would love a member to contact me, but of course, can't even get through to customer service. I'm not even mad at this point, just appalled.

 

Please Advise!

Posts: 6,667
Topics: 227
Kudos: 551
Solutions: 339
Registered: ‎08-21-2017

Re: My horrendous experience with your company

Hello, malink,

 

Thank you for taking the time to stop by our community forums. I can certainly understand your excitement to get this TV. I know if I were in your shoes I would want to know when it would be available.

 

Based on your post, it sounds like we are currently waiting to receive more inventory so we can fulfill your order. If that's the case I may not have many options available to assist you but I would be glad to take a look at this.

 

I will need a few more details. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-13-2020

Re: My horrendous experience with your company

Update: Due to the help of Tasha and the staff here at the Best Buy Forums, the product finally arrived and the problem was resolved. Took a while, but it was resolved. Much appreciate the help here.

Posts: 12,468
Topics: 203
Kudos: 159
Blog Posts: 21
Solutions: 616
Registered: ‎01-03-2013

Re: My horrendous experience with your company

Hello, malink, 

 

I'm so glad to hear your TV delivery went well! If you should need any further assistance, please let us know. 

 

Cheers!

Tasha|Social Media Specialist | Best Buy® Corporate
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