Russell Burrows wrote:So screw Best Buy from now on.
True that! Screw them from now on! Because of a mistake Best Buy made last week on their website, I had actually ordered and paid for the $189.99 Toshiba laptop, but they won't honor it. Afterwords, I wrote a letter, searched for every e-mail address in the Best Buy company including the CEO, and e-mailed it to all of them. No responses yet, nor do I expect any. While nothing will probably come of it, it did make me feel better to write and send out the letter.
Subject: Unhappy Best Buy Experience
From: Adam <firstname.lastname@example.org>
Dear Best Buy:
Not once, have I ever had a positive experience shopping at Best Buy. With what transpired over the past weekend, I have been put over the top.
After returning home on Friday afternoon, November 26th from a morning of shopping, which included a stop at the Waterloo, Iowa Best Buy store — which did not result in the purchase of the Toshiba-Satellite Laptop, AMD V-Series Processor, 15.6" Display, 3GB Memory, 320GB Hard Drive SKU: 1401694 offered at $189.99. I logged onto the Best Buy website to see what other laptops were available for purchase. As I scroll through the list of laptops, to my surprise, the Toshiba laptop at $189.99 appears in the list. It did say that it was available in-store only, but it would let me check the availability online for the laptop in-store. I enter my zip code and the page pops up saying the laptop is available at the Waterloo, Iowa store. It was then that the opportunity arose to add the laptop to my online cart. I am sitting there thinking, I am going to take this opportunity to purchase the laptop I need for when I return to school this spring!
I completed the checkout process just after 2:00 p.m. central time, had the order number of BBY01-368729****** issued to me, and am ready to head back to the Best Buy store to pickup my laptop. An hour and a half after completing the checkout process, I receive an e-mail telling me, “Please do not go to the store or warehouse yet…Status: Confirming store inventory at WATERLOO IA.” Another hour and a half later, I receive another e-mail with the subject line, “Item not found at the store.” Now in the time span of three hours, I have gone from being told the laptop is available in the store, to not sure if the laptop is available in the store, to the laptop is not available in the store.
In the e-mail received three hours after online checkout, it tells me, “If you still want this product, call us toll-free at 1-888-BEST BUY (1-888-237-8289) to check product availability at a different store or warehouse, or to have the item shipped via free standard shipping. Please contact us within 8 days to choose one of these options.” I am thinking no problem; I will call and choose to have the laptop shipped to me for free.
I called the Best Buy phone number at 12:30 p.m. central time on Monday, November 29. The first thing I am told is that having a laptop shipped to my home for free is not an option. I’ve been lied to again. After going around and around for about 25 minutes, I am told there is nothing Best Buy can do for me other than to cancel the order. In the time span of 72 hours, I go from being told the laptop I would like to purchase is available to being told there is nothing that can be done for me.
If this letter falls on deaf ears/blind eyes, I will have no problem taking my business elsewhere. I already did once on Black Friday, when Staples had 8GB memory cards for $14.99 in favor of $19.99 at Best Buy. By the way, Staples in Waterloo, Iowa is right next door to Best Buy.
I would like my order reprocessed and honored or an equivalent laptop for $189.99.
Disgruntled but potential happy customer,