• Report: #1108095

Complaint Review: Best Buy

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  • Submitted: Wed, December 18, 2013
  • Updated: Wed, December 18, 2013

  • Reported By: markw43 — Prescott Valley Arizona
Best Buy
7601 Penn Avenue S. Richfield, Minnesota USA

Best Buy Best Buy.Com I see Best Buy still doesn't care about customer service. S. Richfield Minnesota

*Author of original report: Email From Best Buy

*Author of original report: As I said...We can agree to disagree!

*Consumer Comment: Oh brother....

*Author of original report: Someone has a potty mouth...LOL

*General Comment: Process.

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Well Best Buy has done it again!  I placed an order on the 9th of December and Best Buy informed me that it had been shipped on the 10th.  I was following the tracking and noticed the item had been shipped back to Hodgkins, IL after making it half way to my home.  I called Best Buy on the 18th of December to find out what was going on and they said it was no longer their problem, it was a UPS problem and they flat refused to help me in any way.  They refused to let me pick the items up at our local store and they wouldn't re-ship the items either, they just didn't seem to care at all.  Yes, I did explain to them that this was a Christmas gift for my daughter too.

 I have also been a Best Buy Rewards Customer since the program was started and I wanted to inquire about 260 missing points, I was told I would not be receiving the points even though I have transaction # and a receipt for the purchase.  So basically Best Buy just stole another $10 from me and the representative seemed so delighted by my confusion and disbelief. 

 Last year I ordered a space heater that was damaged when I removed it from the box, I contacted Best Buy and they refused to help.  They gladly accepted payment for the broken heater and now the heater resides in the tool shed gathering dust.

 I have sent email to: Bradbury Anderson, Brian Dunn,  Lisa Smith, Shari Ballard, Barry Judge  , Tim Sheehan, Wesley Feeney, and Paula Prahl but of course none of them have had the time or cared enough to respond.  I think Best Buy's customer service has stopped circling the toilet and has been flushed.  Buyer Beware!!

 There are better online retailers that do want our business and will stand behind their products, shipping agents, and most of all will treat customers with respect and dignity they deserve.  I will never be a loyal Best Buy customer again.

 


This report was posted on Ripoff Report on 12/18/2013 03:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy/S-Richfield-Minnesota-55423/Best-Buy-Best-BuyCom-I-see-Best-Buy-still-doesnt-care-about-customer-service-S-Richfi-1108095. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Email From Best Buy

AUTHOR: Consumer - ()

I was contacted by a Mr. Saunders at Best Buy Corporate (Resolution Specialist) and he apologized for the whole ordeal and even gave me a partial credit for all of the trouble.  It means a lot to us that someone from Best Buy Corp. cared enough to personally reach out to us.  I consider the matter closed and although I will abstain from ordering online, I will give the local store a chance to earn our business in the future.  

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#2 Author of original report

As I said...We can agree to disagree!

AUTHOR: Consumer - ()

You said:

"But let's look at this issue, it seems to be lacking a few details.  The way you wrote it it was shipped on the 10th and then all of the sudden it was shipped back.  So why would UPS just out of the blue say "Hey..let's screw with this customer and just return the item".  The answer is simple..they wouldn't.  So what is the rest of the story?  I bet that would go a long way to explaining this." 

 

Since you don't believe anything I have said here's a copy of my tracking info.

Shipment Progress

  • What's This?

Location

Date

Local Time

Activity

Hodgkins, IL, United States

12/16/2013

8:12 A.M.

Departure Scan

Hodgkins, IL, United States

12/15/2013

7:22 P.M.

Arrival Scan

Wyoming, MI, United States

12/15/2013

4:46 P.M.

Departure Scan

Wyoming, MI, United States

12/13/2013

10:16 P.M.

Arrival Scan

Muskegon, MI, United States

12/13/2013

9:25 P.M.

Departure Scan

 

12/13/2013

8:41 P.M.

Arrival Scan

Ludington, MI, United States

12/13/2013

7:37 P.M.

Departure Scan

 

12/13/2013

5:27 A.M.

Missorted to an incorrect location. / Delivery rescheduled.

Hodgkins, IL, United States

12/12/2013

2:33 P.M.

Departure Scan

Hodgkins, IL, United States

12/11/2013

11:43 P.M.

Arrival Scan

Maumee, OH, United States

12/11/2013

8:58 P.M.

Departure Scan

 

12/11/2013

3:33 P.M.

Origin Scan

United States

12/10/2013

6:50 P.M.

Order Processed: Ready for UPS

 

I did contact UPS and they said there was a problem with the shipping label and the package was misrouted.  Did Best Buy make a mistake on the label?  Did UPS damage the label rendering it useless?  I don't know!  All I know is contracted with Best Buy for a product and the delivery of said product, since they chose the shipper and they supplied the shipping info, it's their problem, not mine.

 

I do appreciate and respect your position on this complaint; however, this hasn't impacted you or affected you in anyway.  I think you just like to come on here and stir the pot, I have no beef with you and I certainly haven't called you names or attacked you.  I will not respond to any more of your comments or rebuttals, I feel it would be a huge waste of my time.

 

Thank you again for sharing your take on this situation:)

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#3 Consumer Comment

Oh brother....

AUTHOR: Robert - ()

 That is the one problem with these "Rewards" programs various stores have..it gives some consumers some inflated egos and an "Entitlement Attitude" that the company needs to basically bow down at their feet and the only words that need to come out of the businesses mouth is "Yes sir..may I have another".  Yes, some people who are given some title tend to be the worst "cry babies" a store has to deal with.

The fact is that regardless of if you are some "Silver", "Gold", "Platinum", "Diamond", "Double Diamond" or "Super Duper Triple Diamond with sugar on top" you should be treated no differently than the person who spends $50 a year at the store.

So then we get to your issue on "Best Buy" that you even admit is a UPS issue...umm.

But let's look at this issue, it seems to be lacking a few details.  The way you wrote it it was shipped on the 10th and then all of the sudden it was shipped back.  So why would UPS just out of the blue say "Hey..let's screw with this customer and just return the item".  The answer is simple..they wouldn't.  So what is the rest of the story?  I bet that would go a long way to explaining this.

You also have quite a few holes in this entire request you made.  Their Internet "Store" and Local Stores are totally separate(as it is with many companies).  You can have Local In-Store pickup..IF it is available at that store. 

In the end the item is going to be returned and credited.  That is unless you are going to come here and say that when you called them up they said you were NEVER going to get your money back.  So if you were willing to go to a store why didn't you just purchase it again and have them refund the first order?  Yea I know..too simple right...your welcome.

Of course if you did call them up and they told you that you were never going to get your money back there is defintatly more to this story that you have failed to post.

Also just one small comment on you e-mailing Customer Service.  You gave a list of people you sent e-mails to.  Are these the ones who never responded?  If so how did you get these people's addresses?  How do you know if they are even around?  Did you ever send an e-mail to their customer service department not a specific person?

No I do not now or have I ever worked for Best Buy. 

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#4 Author of original report

Someone has a potty mouth...LOL

AUTHOR: markw43 - ()

I'm not going to let your nasty letter make me feel guilty.  However, I was able to get my point across without using inappropriate language and name calling.

 "UPS is the one who is RESPONSABLE for your package. To hold BestBuy responsable for something that is COMPLETLY out of their control only goes to show how LAZY you are!! Instead of handling your business and accepting the fact that BestBuy couldnt do anything, you attempt social blackmail. I take my previous comment back, BestBuy only stopped you from being shady and sleezy in their store. Once you left you reverted right back to your normal shady and sleezy. You should be ASHAMED of your behavour and you need to address YOUR ISSUES before you recklessly accuse an innocent business for something they cant control.

 Your mother must be SO proud of the way you turned out........I certainly hope these are NOT the lessons you are teaching your own child."

 I do agree this was a UPS issue and I do agree I waited a little late to place the order.  However, I did call Best Buy before making the purchase and I was assured it would be here in time for Christmas.  I didn't contract with UPS to ship the item; Best Buy did so ultimately it's still their job to help if there is an issue.  They refused to help!  Since I haven't received the item but I have been billed for it, it shouldn't be a problem to either re-ship or allow me to change my order to in store pick up.  I am not trying to get over on anyone and I did call Customer Service before posting my review.  They absolutely refused to help with the shipment and they also refused to add the earned points to my account. 

 I am not ashamed of my behavior, I am sorry I gave Best Buy another chance to earn my business!  It's not like I spend $50 per year and cry like a baby when I don't get my way.  I was a Premier Silver Member for 2-3 years which means I spent more than $2500 each year and I have spent $1600 so far this year.  I ran my own business for 10 years and I treated the customer how I wanted to be treated and that's all I expect of any business.  Unfortunately most consumers have no way to talk to the guy in charge and they have to resort to social media to share their experiences.  I did email Best Buy Corporate first but received no reply as of today. 

 I don't know if you work for Best Buy or have a bunch of stock in Best Buy but your response was unwarranted, it was vile and full of silly assumptions on your part. 

 Where in my review did I say Best Buy ripped me off??  You made the comment>

 "There is no rip-off here. There is no scam here. This is yet ANOTHER example of the American Consumer attempting to bypass a system to get what they want. YOU made the choice to order online. DOnt blast THEM because you did it too late to have a buffer before christmas. UPS is the one YOU need to hold accountable."

Obviously you shouldn't be perusing a site when you don't understand the sites purpose!  I'll educate you a little here, this was taken from the top of the Rip off Reports Home Page>> Ripoff Report | Complaints Reviews Scams Lawsuits Frauds Reported. File your review. Consumers educating consumers.™

 This was my review/complaint on Best Buy.com and since it's a free country we are able to speak/write freely when we feel we have been wronged, your argument doesn't hold water.  I won't resort to calling you names or asking you if your mother is proud of you (I'm pretty sure she isn't) and I hope you don't let your children read any of your rebuttals and I certainly hope you don't use the nasty language used in your rebuttal around children.

 

 Thank you for your reply and we will just have to agree to disagree.

For the record, I copied and pasted the underlined portions of this rebuttal and the misspellings and punctuation errors are not mine....just FYI 

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#5 General Comment

Process.

AUTHOR: Tyg - ()

 Its not about customer service. Its about there is a process to be followed. It doesnt matter if it was a christmas gift for your daughter. If it was being held up there was probably a issue. But it wouldnt change the fact that if they allowed you to do what you suggested, they would be allowing you to STEAL!! Your ONLINE order is comming from an entirely different inventory, one that is in no way shape or form attached to the physical store that you went into.

You would still have to sign for your purchase. They are right, it is UPSs problem and not theirs. There is NO best buy delivery van. They have to use the services that they have contracted for. This means that once it left their shipping location, it is ALL on UPS. It is THEIR problem NOT BestBuys.

Youre just mad because your shipment is delayed and you want to abuse someone for your having to wait. To be treated with "Dignity and Respect" you have to give some of that yourself. Its not bad customer service to allow you to do ANYTHING you want. What you want is to allow them to allow you to steal product from a physical store and hope and pray that YOU are good to your word. They cant do that. Its NOT poor customer services to tell you there is nothing they can do.

You are asking them to do an act that would get them fired. Since YOU wont be paying their paychecks and Im 100% sure you wouldnt allow them to move into YOUR home because they would have done something for you to get them fired. If there was an issue with UPS, then YOU need to take this up with UPS. No online business is going to take responsability for a shippers errors. Thats a pipe dream and you need to step away from it. Thats an assumption on your part based on incomplete information.

You will have to WAIT for the items to make it back to the original shipping center. Then once that happens, you can re submit your order and THEN pick up your products in the store. Until that happens, there is NOTHING they can do. To rant and blast them because they wouldnt allow you to be shady and sleezy is really a shitty thing for you to do.

There is no ripoff here. There is no scam here. This is yet ANOTHER example of the American Consumer attempting to bypass a system to get what they want. YOU made the choice to order online. DOnt blast THEM because you did it too late to have a buffer before christmas. UPS is the one YOU need to hold accountable.

UPS is the one who is RESPONSABLE for your package. To hold BestBuy responsable for something that is COMPLETLY out of their control only goes to show how LAZY you are!! Instead of handling your business and accepting the fact that BestBuy couldnt do anything, you attempt social blackmail. I take my previous comment back, BestBuy only stopped you from being shady and sleezy in their store. Once you left you reverted right back to your normal shady and sleezy. You should be ASHAMED of your behavour and you need to address YOUR ISSUES before you recklessly accuse an innocent business for something they cant control.

Your mother must be SO proud of the way you turned out........I certainly hope these are NOT the lessons you are teaching your own child.

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