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Posts: 4
Registered: ‎02-13-2019

Corporate complaint - Misrepresentation of item on website

I've been a loyal customer of Best Buy for many years but am ready to switch allegiance and never buy from Best Buy again unless this is resolved.  So far, customer service over the phone has been extremely frustrating.  This is a last ditch effort to see if Best Buy will step up and anything can be done before I take next steps, which I'd rather not do.

 

Rather than post all the details of this case on a public message board, I'll just say that an item was misrepresented on the Best Buy website with incorrect information.  I understand that this may be an honest mistake but given that the purchase (Christmas gift) was made specifically based on this information, Best Buy should stand behind the information they provide and reconcile with at least a store credit...at a minimum.  

 

 

 

 

Posts: 5,636
Topics: 63
Kudos: 529
Solutions: 326
Registered: ‎12-23-2016

Re: Corporate complaint - Misrepresentation of item on website

Hi, batmobile88,

 

Thanks for joining us at the Best Buy Community forums. I’m sorry about the bad experience you’ve had with your recent order.

 

As noted here, we do our best to have the most accurate information possible posted on our web site. We do not, however, “warrant that product descriptions or other content is accurate, complete, or error free.”

 

That said, I’d like to look into your order for you, in the hope that we can at least get the information on our web site updated going forward. Please send me a private message, through the link in my signature, with your name, email address, phone number, and order number.

 

Please also let me know what the issue with the description was.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎02-13-2019

Re: Corporate complaint - Misrepresentation of item on website

Thanks for the quick reply, Kyle.  Although when you say you'd like to look into the order for me, it sounds more like you want to look into the order for you (ie, Best Buy) so that you can update your website.  How does this help me?

 

Posts: 5,636
Topics: 63
Kudos: 529
Solutions: 326
Registered: ‎12-23-2016

Re: Corporate complaint - Misrepresentation of item on website

Hello again, batmobile88,


Once I’m able to look into the order, I’ll see if there’s anything I can do to assist you. I can’t make any promises about what is possible until actually reviewing the situation, however. 


I’ll be out of the office for the next couple days, so I will follow up with you on Sunday if I’m not able to before I leave today.


Sincerely,  

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎02-13-2019

Re: Corporate complaint - Misrepresentation of item on website

Fair enough.  I appreciate you looking into it.  I'll send you the details via private msg.

 

Thanks.

Posts: 5,636
Topics: 63
Kudos: 529
Solutions: 326
Registered: ‎12-23-2016

Re: Corporate complaint - Misrepresentation of item on website

Hi again, batmobile88,


Thank you for understanding. 


I haven’t yet received that private message, however. If you sent it, please go ahead and attempt to send it one more time. There may have been some kind of technical hiccough that caused it to not come through.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎02-13-2019

Re: Corporate complaint - Misrepresentation of item on website

[ Edited ]

Hi Kyle,  

 

It won't allow me to send a private message so here are the details:

 

 

Purchased HP All-in-one printer as gift for parents ({removed per forum guidelines}).  Discovered they wanted a machine with a fax as well, so then, after scouring the Best Buy website, found this Canon all-in-one laser printer, imageCLASS MF244dw which your website says has integrated fax under specs.  Says "Fax Info   Integrated Fax   Yes".   Ordered this online and shipped directly to parents ({removed per forum guidelines} ).  This was delivered first week of January.  I returned the original HP printer in store.

 

Last week when visiting my parents, I discovered they hadn't used the fax yet.  They told me they hadn't been able to figure out how to make the fax work (printer, copier, scanner all working well) and didn't want to bother me--they felt bad beause it was a gift.  I looked at the user manual, nothing about a fax.  After additional research, discover that the imageCLASS MF244dw does NOT have an integrated fax, despite the info on your website.  I'm sure you can imagine why I am unhappy, after going though a fair bit of effort to specifically get a machine which DOES have a fax.  At this point, I'd just like to exchange it for a machine which ACTUALLY does have a fax machine built in.  I believe the Canon imageCLASS MF247dw does have a fax (please correct me if I'm wrong).

 

Thanks for taking the time to look into this.

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Posts: 5,636
Topics: 63
Kudos: 529
Solutions: 326
Registered: ‎12-23-2016

Re: Corporate complaint - Misrepresentation of item on website

Hi, batmobiel88,


Thanks very much for sending those details over to me.


I’m sorry that you weren’t able to send a private message in. What I’ll do is send you a message, which you can check by logging in to your account and clicking on the orange envelope in the top right of the screen. You should hopefully be able to reply to that message to get me the additional information I’ll need.


Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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