Bunch of jerks, poor / pathetic customer service will never shop there again.

Knowing that there are a million Best Buy stores around my area I felt confident in purchasing from their online store. I thought that if there were any problems I could go to the actual store and work it out, even after reading some reviews on here.  
 
Boy was I wrong!!  
 
The reason I ordered from their online store was because they had the lowest price on a set of Sony speakers SA-VE445H. They had them listed at $199.99 but only available though their online store. That was fine with me especially since they were offering free shipping.  
 
Found out the reason why it's free is because your order never ships.  
 
I've ordered about two DVDs from them in the past and had no problems so I thought this would be the same... ONLY ORDER WHAT IS AVAILABLE IN THE STORE!!!!!!!!!!!!!  
 
The next day the product showed up as backordered in my order status so I called them up and the guy said "no problem, it's just been flying off the shelves so fast that we're having trouble keeping them in. you should receive it by next week." That relieved me a little but how could he say next week if it showed up backordered?? The next day the product was removed from the site with no traces to it, not even the search function. I decided to wait another day and guess what - they canceled my order! Without even sending me an email. Received the email two days after already knowing that.  
 
These reviews are true about orders getting cancelled. It seems to be a normal thing for Best Buy. I learned the hard way by risking it and trying to trust them... but I just ended up being another person who got their order cancelled.  
 
LOOK at how many people are dissatisfied!! Numbers speak for themselves.. DO NOT BUY FROM BEST BUY!!!!!!!!!!!!!!!!!!!!!!!!!!  
 
And also don't buy their protection plans in their stores... it's just another waste of money.

Here's what happened:  
 
On Friday, 12/19 I called 888-BESTBUY and spoke with someone who told me his name was Robert. He assured me I could order a notebook and pay for 2nd day shipping and it would arrive on Tuesday, 12/23. This was very important to me, since I was leaving on a long trip on 12/24. He told me I could call back later that evening to place the order.  
 
When I did call back, no one had ever heard of someone named Robert. Annoyed by that, I decided to simply place the order on bestbuy.com and request 2nd day shipping.  
 
For the next four days I monitored the website for status and called *many* times, every time being assured that the order was on its way. It wasn't.  
 
When I checked the website on 12/26, I saw that it had actually, finally, shipped! It was then I realized one of two things had happened: 1) Nobody I talked to ever received the minimal amount of training necessary to know that unless ups.com shows an ARRIVAL SCAN, it has not yet shipped, or 2) Everyone I talked told me lies to get me off the phone.  
 
Yesterday, when I returned from my trip, I called to complain about my experience, and the woman I spoke with offered to transfer me to a supervisor. Whoever the supervisor was (he said his name quickly, but it sounded like "Tal"), he took a rude and inappropriate attitude with me immediately. I was so upset and surprised by this that I asked to speak with *his* supervisor, at which point he hung up on me.  
 
At the end of my rope, I called back, and spoke with DJ. DJ told me I could not speak with a supervisor, despite the fact that I had just been transferred to one minutes ago, and said that no one would call me back. In fact, the only way I might speak with one was by calling back in an hour. He did not explain why or how this was the case, and I had prior engagements an hour later. DJ also told me "I'll personally deliver this case to my manager" and took my email and phone number, and I've not received a call or email.  
 
On 12/31/03 I got the topper for the whole ordeal: A supervisor, I believe her name is Marilyn, called today and told me in a flat and emotionless voice that my notebook wouldn't be delivered until January 2nd (a full two weeks after my order) and that BestBuy would *not* be crediting my shipping charges. I was completely floored. I had been told back on 12/26 that shipping charges *would* be credited!! I expected an apology from Marilyn for this experience, I received salt in the wounds. When I expressed how upset I was, she hung up on me! (By the way, Marilyn is as clueless as she is rude - a simple click on UPS.com shows that the notebook left on a delivery truck today).  
 
Get this: I call back 5 minutes later, and Vhong tells me he'd be happy to credit my shipping charges! I am amazed at how this continues to play out, and am now fairly certain I will return the $1,450 notebook - not because I don't want it, but out of dissappointment verging on disgust.  
 
My overall impression to date is that the average rep I've talked to has been very courteous, has meant well, and has had horrible (if any) training. The supervisors have been uniformly rude, unhelpful, and have hung up on me. It seems to me that people make up "policies" as they go, and about the only thing they do consistently is verify my email address. In the period of one call I had four different people verify my email address. It simply doesn't change that often.  
 
This entire experience has left me completely angry and upset. It's not about the shipping charges (which I'm told have already been refunded) - it's about so much of my time spent talking with untrained or lying representatives, topped off by two of the rudest supervisors I've ever encountered.  
 
I even tried writing CustomerCare@BestBuy.com and the last message I got from them was on 12/31 in which Mike wrote "Jake, Thank you for your patience in this matter that ways very heavy on your mind. I would like to take this time to sincerely apologize for the kind of service you have received. This is definitely not Best Buy's normal type of service. I have escalated your case to our Credit Department so we can credit your order." But I never asked to return my order! I wrote back explaining that and I've never heard anything else from them.  

Do not shop with this retailer online. They don't advertise that it takes an additional 2 days for processing before orders are shipped and that it could take up to 21 days after the orders is processed and shipped for you to receive your stuff. Also, the USPS tracking interface is very antiquated compared to FedEX and UPS and not reliable with the information provided so tracking is not useful.

Placed an order that Best Buy unilaterally cancelled when the item went out of stock. They fed me a line about being unable to verify certain information, although they refused to provide specifics. Their only proposed solution was for me to replace the order at a much higher price when the item comes back in stock. Completely useless customer service.

On Jan 5, I placed an order for some video games priced at $5 each. I subsequently received email confirmation my order showing the purchase price of $5. The following day I received notice that 4 of the games were ready for in store pickup. When I went to the store, I presented my credit card completed my purchase, and received a receipt for the 4 games at $5.25 each (including tax). Today, after reviewing my online credit card transaction record, I found that I have a charge for $83.96. On calling their Customer Service Department earlier today, I was informed that Best Buy reserves the right to (essentially) retroactively and unilaterally change the amount that they charge their customers, if they decide it was a mistake. Man! And I thought that the Cable companies were arrogant! I purchased these items for the stated price, that price was confirmed, and a receipt was provided to me at their store again confirming that price. Now, I'm not worried about losing my money. I've already disputed the charge with my credit card company. But, be advised when dealing with this company-This is an excerpt from their Terms of Use statement from thier website: "Best Buy reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, whether or not the order has been confirmed and your credit card charged".  

This review was modified by its author, rgillespey, on 1/9/04 2:48 PM.

Best Buy cancelled my order since they apparently made a pricing mistake. Had gall to say *I* canceled the order, when they did the canceling themselves.  
 
Good service at the physical stores, but online service is abominable. If you need to get something from Best Buy, get it at the store, NOT online.

I purchased a Viewsonic 19" monitor from BB. I Took it back the same day, it did not work! Refund was not a hassle.  
While I was in the store I saw a salesman giving his pitch to some guy about how great a generic 15" LCD was (when I knew it is a low end LCD). I wanted to tell him but figured it was not my place to do so.  
I Also had to wait about 15 minutes to finally get someone to help me.

I bought a laptop from Best Buy which turned out to be defective. I tried to return it two days later with the receipt, the box, all its contents, etc. They would only take it back if I would accept a $255 restocking charge.  
 
What a racket! Best Buy sells you broken products and then charges you when you try to return it.

Best Buy promised 18 month no-interest financing on their web site for this camera. I purchased it, then when the statement came in, interest was being charged at the rate of over 19% annually, with only a 90 day grace period. I called the company, and they said they didn't know what offer had been made, so they couldn't give me the 18 month financing. I told them the offer was still up on the web, and they still refused to change it to the 18 month financing, saying they didn't know what they were offering on the day I purchased the camera.

DO NOT FALL FOR THE REBATE SCAM!!! These people do not honor their rebate offers.

I bought a PS2 along with a 2 year performance plan. One of their selling point was that should I have any problem with the PS2 such as controller not working, unit making loud noises, etc, was that I can bring it into the store for an exchange. That was the same sales pitch the cashier gave me when I was purchasing a gamecube as a present. Recently, my PS2 had stop reading games or any other discs, so I found my receipt w/ the performance plan... low and behold, I was reading the pamphlet, it states.... "DO NOT BRING BACK TO THE STORE!".... and to call their toll-free number first. So, I called the toll-free number, the person I spoke with said I should be able to bring it to the store for an exchange. I went to the store, the cust rep I spoke to refuse to take it back, so I asked to speak with the manager. The manager was extremely rude and refuse to help one bit. I then called the toll-free number again, this time, the cust rep said I was suppose to get a label to send the PS2 back and it'll take 5-10 days for me to get teh label and another 2-3 weeks for a voucher. I then asked him about the warranty, whether it'll carry over to my new system. I was then informed that my 2-year warranty will void after I return my PS2. So, basically, the performance plan isn't for the full 2 years, it's for whenever your system breaks within that 2 years. Needless to say, I'm surprised there hasn't been any lawsuit against them for the way they conduct business. Save yourself some money and hassle, don't even bother with the performance plan.

I ordered all 8 DVDs from the X anime series, they have shipping prices for each separate DVD which was bizarre enough, $3 for a single DVD? Then the next day I receive a confirmation that ONE of the 8 DVDs was being sent, via Second Day, while all of the others are still being processed? What the hell. They're a great store, but a horrible online retailer.

BestBuy.com has trouble honoring their Rebates. I ordered a Samsung 175V 17" LCD Computer Monitor on 11/28/03 for $469 with $190 in rebates available for that day only. Though the site showed the item in stock and sent an initial order processing e-mail, I received another e-mail later that day stating it had been backordered and should be shipped by 12/03/03. On 12/03/03 I received another e-mail stating the item was still backordered and should ship within 25 days. On 12/10/03 I received a final e-mail stating the Item had been cancelled and that the item was no longer available. I called a customer care representative who stated they were no longer going to carry the item. On 12/12/03 I checked the BestBuy.com website again and the item was to my surprise available for ordering and additionally, in stock for in store pick-up. I called customer care again and asked her to reinstate my order, but she claimed she could'nt and that I would have to re-order the item with only a $50 rebate. It is my belief that BestBuy.com cancelled my order along with many other people's to avoid paying the large rebates offered the day after Thanksgiving. I have called their toll-free numbers numerous times trying to find a solution for this, but each person insists they can only take sales orders, despite their label of customer care. They have passed me off to dead phones, the Rebate department, customer complaint department, policy department, all of which claim they can do nothing. They pass you off to other departments until you go full circle with no one claiming to know anything. Cancelling orders to avoid paying rebates is illegal I'm sure, but they know most people aren't willing to take legal action for $190.

This review was modified by its author, BrokenArrowOK, on 12/15/03 4:23 PM.

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