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Posts: 1
Registered: ‎07-25-2022

OPEN BOX ORDER DMAGAED IN SHIPPING

ON JULY 16TH I NOTICED A SALE ON A VIZIO ELEVATE SOUNDABAR MARKED DOWN TO $699 WHILE GETTING READY TO ORDER I SAW AN OPEN BOX EXCELLENT OPTION FOR $524. I FELT COMFORTABLE BUYING THE OPEN BOX ALONG WITH A 4 YEAR PROTECTION PLAN. I RECEIVED UPDATES ON MY ORDER AND SHIPPING TIME ETC. ON THE DAY OF EXPECTED DELIVERY I GOT A NOTICE FROM UPS TELLING ME THAT MY ITEM WAS DAMAGED IN SHIPPING AND WOULD BE RETURNED TO SHIPPER (BESTBUY). I IMMEDIATELY CALLED THE BEST BUY CUSTOMER SERVICE LINE TO SEE HOW THIS COULD BE RECTIFIED AS IT WAS NOT MY FAULT THAT THE ITEM WAS DAMAGED IN TRANSIT AND THAT UPS SHOULD BE RESPONSIBLE FOR ANY PRICING DIFFERENTIAL NOW THAT THE SALE WAS OVER AND NEW MODELS WERE BACK TO $999 AND ANOTHER OPEN BOX EXCELLENT SHOWN ON THE BEST BUY WEBSITE WAS NOW $749. I FINALLY  GOT TO SPEAK TO A REP AFTER INITIALLY ASKING FOR CALL BACK VIA AUTOMATED SYSTEM WHICH NEVER HAPPENED. I WAS TOLD THAT NOTHING COULD BE DONE FOR ME AND THAT I WOULD ONLY RECIEVE A REFUND - NO OTHER OPTIONS WERE AVAIBLE TO ME. I PROTESTED THAT I SHOULDN'T SUFFER A FINANCIAL LOSS OF HIGHER PRICING DUE TO A UPS MISHAP THAT I AM CONFIDENT COMES WITH INSURANCE BETWEEN THE 2 COMPANIES. i WAS TOLD REPEATEDLY THAT THEY UNDERSTOOD HOW I FELT BUT THAT NOTHING COULD BE DONE FOR ME AND PERHAPS I SHOULD GO INTO A STORE TO TRY TO REPLACE MY ORDER. I EXPLAINED THAT I ORDERED ONLINE - WHY WOULD I INVOLVE A LOCAL STORE INTO THE ISSUE. THE NEXT DAY I TRIED TO ENEGAGE A CHAT BUT AGAIN WAS TOLD THAT A REFUND WOULD BE ISSUED WHEN THE MERCHANDISE WAS RECEIVED BACK BY BEST BUY (WHICH TO DATE HASN'T OCCURED). i DON'T WISH A REFUND I WANT THE ITEM TO BE SENT TO ME AS ORIGINALLY PRICED SINCE THERE IS ANOTHER OPEN BOX EXCELLENT ITEM LISTED ON YOUR SITE. ALTERNATIVELY I SHOULD BE GIVEN THE OPPORTUNITY TO BUY A NEW ITEM AT THE $699 SALE PRICE THAT WAS IN EFFECT WHEN I PLACED MY ORDER. WHY SHOULD I SUFFER FINANCIALLY FOR AN ITEM DAMAGED BY UPS. I AM VERY DISSAPPOINTED IN THE WAY THIS ENTIRE MATTER HAS BEEN HANDLED BY BEST BUY AND I WILL NOT LIKELY EVER SHOP HERE AGAIN IF THIS IS HOW THE CUSTOMER IS TREATED IN THIS HIGHLY COMPETITIVE AREA OF RETAIL. I EAGERLY AWAIT AN ANSWER FROM SOMEONE AT BEST BUY WHO UNDERSTANDS THE CONCEPT OF CUSTOMER SERVICE AND THE ONGOING VALUE OF FUTURE REVENUE BY GAINING A CUSTOMER FOR LIFE .

Posts: 2,291
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Registered: ‎07-06-2009

Re: OPEN BOX ORDER DMAGAED IN SHIPPING

Hello, JOHNT08053,

 

Welcome to our Best Buy Support forums. Getting a new soundbar should be exciting, especially when you find a great deal like the one you got. I can understand finding that the item had been damaged in shipment and that a replacement couldn't be provided, isn't a welcome situation. 

 

While I wish that you were joining us under better circumstances, I'd be happy to look into this with you, to determine what options may be available. Can you please send me a private message with your full name, phone number, email address, and the order number? To send me the message, you can use the button in my signature below. 

 

Sincerely,

 

Melissa|Senior Social Media Specialist | Best Buy® Corporate
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