04-22-2019 11:52 AM
Last Black Friday, I purchased the Kitchenaid mixer accessories for $99.99 online. Because we had been displaced from our home due to a flood (burst water pipe), we were living at a hotel. I had the delivery sent to the hotel, whose front desk is attended 24/7/365 and the doors are open between 6:00 am and 9:00 pm.
Unfortunately, your company chose to use OnTrak, probably the worst delivery service in the world. They said they tried to deliver my package once and no one was home. This was, of course, impossible, since it was a hotel. A couple of days later, OnTrak said they sent the package out for delivery and within a few minutes changed the status to "return."
Around December 16-17, I got an email that my return was processed. I immediately called your Customer Service. After being on the phone for a very long time (an hour or more), I was told that all that could be done was to reorder the item at the current price of $249.99. As you can imagine, that was unacceptable to me since the delivery service refused to deliver my package and none of that was my fault.
I went online and found a $50 coupon and purchased the item for $199.99, thinking that I could go into the store and get a refund.
Well, during this time my husband of 47 years was dying of cancer. I was quite preoccupied with working and caring for him. I didn't remember to go to Best Buy and get my refund. He eventually died and I spent some time mourning.
Last week, I went into Best Buy to purchase a microwave oven. While there, I asked the very helpful salesperson about my refund. She went to the store manager and was told I waited too long. They couldn't help me.
I am hoping that someone at your company will have some compassion for an overwrought and depressed woman who was charged double what she should have been charged in the first place for something that was never her own doing.
I look forward to a favorable response.
04-22-2019 11:57 AM
Although I feel for you. I truly do, I do not believe there is anything the store could do regarding the return. A moderator will be by shortly with an official response but I do not know of any process that can be used for this situation.
04-22-2019 12:35 PM
Well, what really irked me at the time was the way the phone support manager said it was my fault that the package didn't get delilvered. He even said maybe I wasn't allowed to receive packages at the hotel! I replied that Amazon, QVC, and others had no trouble because they used UPS or USPS.
I happen to know that OnTrak is notorious for not delivering packages. The only other time I didn't get my package from online shopping was at my home. The carrier was OnTrak.
I was quite upset and distraught at the time, between trying to get my home remodeled and caring for my husband. I had zero time for anything else.
I am hoping that the company will exercise its goodwill and give me a refund.
04-22-2019 04:44 PM
Welcome to Best Buy’s online community.
I appreciate the time you have taken to share your experience with our team. I am sorry to learn that a promotional item that you purchased with us Black Friday of 2018 did not arrive to its destination, and it ended returning to our warehouse. While I can’t begin to understand how it must feel losing a spouse, I know that you must have been preoccupied with a lot of things going on at once. I am sorry that you miss out on an offer, especially when you repurchased the product to request a price adjustment later.
I am afraid to let you know that Best Buy will not be able to adjust the price of you Kitchenaid Mixer, and I can understand if this is not the result that you were expecting. While I will be happy to document your insights with our business teams, please know that with Best Buy’s Price Match policy it does exclude items for sale Thanksgiving Day through the Monday after Thanksgiving. You are welcome to learn more here.
04-24-2019 10:40 AM
Thank you for your response, but it was more than inadequate.
First off, I did NOT purchase a mixer. I purchased attachments for the mixer.
Next, I did not receive the merchandise, so I am not asking for a repurchase or a price match. I am asking for what I bought and never received due to the incompetence of your shipping agent.
Finally, I took so long due to extenuating circumstances. My husband died, for Pete's sake! It was a very difficult and traumatic time for me.
Has your company no compassion?
04-24-2019 05:52 PM
I understand that unforeseen circumstances occurred causing you to miss out on owning the mixer attachments at an attractive price. I apologize if in my response I mention a mixer, and for providing an answer that was not to your liking.
When a customer requests to purchase the item at a promotional price, it is considered price matching. If you have not seen the return reflect on your account for the order that was returned to Best Buy, please let me know, and I will be happy to take a look at it.