Re: Best Buy SUCKS

From: 14tonks (mail.2.14tonks_at_recursor.net)
Date: 12/18/04 

Date: Fri, 17 Dec 2004 20:35:09 -0500

Best Buy Co., Inc. (NYSE: BBY)
7601 Penn Ave. South
Richfield, MN 55423 (Map)

Phone: 612-291-1000
Fax: 612-292-4001

http://www.bestbuy.com

Key People
      Chairman Richard M. (***) Schulze

      Vice Chairman and CEO Bradbury H. (Brad) Anderson
      EVP, Consumer Brand Marketing and Chief Marketing Officer Michael A.
(Mike) Linton

(Hoover's online is great for finding this stuff.) 

-- 
Sheila
To reply to me, add the prefix real. to my address.
"Jeannie Wilson" <jwilson421@comcastspamkills.net> wrote in message
news:Xns95C2A89693DAEjwilson421comcastnet@216.196.97.136...
> Okay, I just gotta say it.  Best Buy SUCKS big time.  I went to the store
> yesterday and they were out of the item I am getting DH for Christmas.
> They told me that they get shipments every day and that online will know
> what is being delivered to them even before they get it, so to go online,
> check availability at that store, if the item is there, choose to pick it
> up from the store, and order it that way.  Said my debit card would not be
> charged until I showed up to pick it up.  So...did that.  Was excited
> becaue it was there and did all the stuff to order the item and got the
> "your card will not be charged until you pick up the item" stuff.  Got the
> order confirmation email again stating the same thing.  Double checked my
> bank online to make sure that the item had not been charged to my debit
> card (last night).  When I came into the office later on last night I had
> gotten an email stating that the item was not available for pickup at the
> store and to call the 1888bestbuy number to either have it shipped to me
or
> to locate another store where it was in stock and again stating that my
> debit card had not been charged.  I did that today after my son's school
> Christmas program and was told that not only was it not available in the
> store but there were and had been none in the warehouse so they (Best Buy)
> could not possibly fill the order.  They told me it was in two other
stores
> in SC but both were over 2 hours from me, so I told them I would not be
> making the drive and asked if they could do a store-to-store transfer and
> they said that was impossible and I asked if they could ship it to me
> directly from a store with it in stock and was told that also was
> impossible.  I was told by the CSR that my debit card had not been charged
> and did I want to cancel the order to keep it in case they got some in
> within the next 8 days.  I told her to cancel my order and she again
> confirmed that my card had not been charged.  I check my bank online and
> sure enough - it was charged.  Not only did they charge me after they said
> they had not charged me, they charged it AFTER they knew that there was NO
> POSSIBLE way for them to fill my order. I had spent greater than 30
minutes
> on the phone the first go 'round, so you can imagine how happy I was to
> have to call them back.  20+ minutes on hold and I finally get a person
who
> pulls it up and tells me my money will be refunded on the 22nd or 23rd.
> 22nd or 23rd?? I ask and he or she (couldn't tell which it was) said
> "yessss" (in a tone like I was a complete idiot).  I told them that this
> was completely unacceptable and that I wanted to speak to the supervisor.
> I was told that there was nobody higher to talk to. I asked again - so,
out
> of the entire Best Buy Corporation, you are the highest customer service
> person I can speak to and was told "well, yes I am".  I said - may I have
> your name.  "I do not give that out" was the response.  In shock - I
said -
> I beg your pardon? and the response was repeated.  By now I am ready to
> spit nails.  I said again  -I want to speak to whoever your supervisor is
> and was told that there was nobody higher. Now, I find it a bit hard to
> believe that the head of customer service for the entire Best Buy
> corporation is answering phones on the 1888bestbuy number so I ask to
speak
> to someone in their accounts/billing department and he said "everyone else
> is busy", to which I said "I can hold".  At this point, I am told that not
> only will he not allow me to hold but again that there is nobody higher I
> can speak to, meanwhile still not revealing his name.  I told him again
> that waiting that many days on them to refund my money that they should
> have never taken in the first place was totally unacceptable and he told
me
> that "the longer you keep complianing the longer it is going to take for
> you to get your money back"  I was totally flabbergasted and then I went
> into a bit of a tirade of how I never should have given Best Buy the
> benefit of the doubt again. See..the first time I had an issue with them
> was over a refund for an item that was bought and returned in the store.
> They had been paid in cash and when the item was returned, said the refund
> check would be mailed within 7-14 days and that it was not their policy to
> give cash back, blah, blah, blah. Completely unacceptable but nothing to
do
> about it.  They were new to the area and waited about 1-2 years before I
> went back in there for something.  My computer died on a Sunday afternoon
> and DH and I were off on a mad dash to find somewhere open so I could get
a
> computer and get it operational and set up and get my work turned in for
> Monday.  Went there b/c it was the closest place.  Spent 2+ hours looking
> at different computers, etc and it was about 30 minutes before they closed
> when we decided on which one we wanted.  I told them "I'll take this one"
> and was told "You can come and pick it up tomorrow".  HUH???  They knew
the
> story.  They knew the rush.  They knew we had to have one TONIGHT as we
> told them AS SOON AS WE GOT THERE.  I said - well, I'll just pick another
> one that is in stock.  "The one you want is in stock" I was told and asked
> bewildered why I couldn't take it home and was told "we're doing inventory
> tonight after we close".  Okay...I still don't get why I cannot take it
> home and ask again.  He said....well, trying to speed things along we
> already counted this department so we cannot sell anything from it.  Found
> out they had actually counted them while we were there shopping - knowing
> full well that I intended on taking a computer home TONIGHT.  I said "You
> can't subtract one??" and was told that "that's not how it works". Okay, I
> was pissed beyond belief and stormed out of the store and hadn't been back
> until yesterday (nearly 3-4 years later).  I told them that I thought it
> was just their North Charleston store that was full of incompetence but
> apparently it was the entire company. He said "do you want me to give you
> your case number or not?" quite rudely.  I again asked - "what is your
> name?" Response "Carol". "Carol what" I ask.  "I will not give you my full
> name".  I said, "okay, understandable.  What is your employee number?"
> Don't have one" was my response.  HUH??  I said -well, when I call back
and
> tell them I spoke to Carol this is what I am going to hear "do you know
how
> many carols we have working for us" to which he replied - "yeah, that will
> probably happen but I don't give out my name".  At this point, I am ready
> to drive my car through the Best Buy storefront - it's a good thing my son
> was here or I would've gone down to the store and probably ended up
> arrested. I told him - You guys stole my money. You took it knowing FULL
> WELL that you did not have the merchandise to sell me and he said "yes, I
> guess we did".  I then asked what would happen to me if I took a product
of
> theirs knowing full well I did not have the money to pay for it and he
told
> me I'd be arrested. I asked - "what's the difference" and that at the very
> least, I feel this is a Breach of Trust issue if not flat out stealing and
> he sort of chuckled.  Meanwhile, I am trying to figure out if this really
> is Carol with a gruff voice or really a male with a bit of a feminine
voice
> but figured I'd better not even go there.  Anyway......I have no product
> and no chance of getting the product from Best Buy and they have my money
> and I have to wait until the 22nd or 23rd to get a refund. I wrote a
letter
> to their service department via email earlier and plan on copying them via
> email to their news/media department and to any other department I can
find
> numbers and/or email addresses to on their website.  I am furious, I'll
> tell you, JUST FURIOUS!!
>
> I did call my bank and the bank cannot even release it as they didn't put
a
> hold on the money and because it has been charged, they cannot decline it
> or reverse it.  They said there have been issues with Best Buy similar to
> this before.  So....BEWARE OF BEST BUY!!  I filed a complaint with my bank
> and they can investigate it today and hopefully have it resolved within a
> few days.  My bank is being wonderful and I honestly believe there is
> nothing they can do at the moment considering the person I spoke to is one
> of my best friends.  YIKES!!  Anyway...had to vent!!!
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