I decided to buy House Season 2 DVD and went to Bestbuy.com to purchase the item. I just want anyone to know I LOVED Best Buy. I have bought a lot of merchandise from them over the past couple of years. I have usually had a great experience, apart for once or twice that an individual was less than professional, but that sort of thing happens.
Anyhow, I pull up Season 2 and it is on the website for $15.99 for the season. Of course I jumped on that. I decided if I were getting that one for such a great price I would get Season one as well (at full price).
I purchased both on 6/14/06 and received a confirmation email later that same day. It stated all were in stock and House season one would ship in 2 business days and season 2 would ship in August since it was preorder status.
On 6/22/06 I got the following email from Best Buy:
There's been a change to the status of your order.
The product you ordered is no longer available and the order has been canceled. If you'd like to make another selection, visit BestBuy.com.
The credit card (or Gift Card) used for this order has been credited. If you used a Gift Card for this order and no longer have it, please call us toll-free at 1-888-BEST BUY (1-888-237-8289) and we'll send you a replacement. Item details are listed below.
If you have any questions about this cancellation, call us toll-free at 1-888-BEST BUY (1-888-237-8289). For faster service, tell us the order number when you contact us.
Thank You.
Best Buy Customer Care
Hmm, ok... I wondered why their website said it was in stock and I was confirmed for the order AND it took over a week to let me know I wasn't going to get it. I called up customer service and spoke to an individual that gave me all the standard issue customer service excuses.
I asked why if it was not in stock could I still click on the link and bring up the exact same item I bought, but at the price of $48.99. He said it was out of stock. I said no, it isn't out of stock, apparently the price you sold it for is out of stock. He said it was 48.99 and would be happy to process the order for that price.
So I asked if this was a pricing error OR a bait and switch, because it was one or the other. He said it was neither and wouldn't answer further. He repeated he would send it to research and developement and that is all he could do. So I said fine, do that and thanked him for his time.
So, I researched a bit further since in my email I was 100% lied to about the "out of stock bit" and found over 50 people posting this email they received in regards to House season 2 from Best Buy:
"Dear Best Buy Customer,
Thank you for your recent House Season 2 DVD pre-order on BestBuy.com.
Due to a system error, the price of the item was incorrectly displayed. Therefore, we are unable to honor your pre-order at the incorrect price.
As a result, your order will be cancelled and you will not be charged for this item. If you used a Gift Card for this order and no longer have it, please call us toll free at 1-888-BEST BUY (1-888-237-8289) and we will send you a replacement. If you have any questions concerning our policies, please review the "Conditions of Use" which are found at..."
However:
"Because you are a valued customer, we would like to offer you a $5 Digital Coupon* toward a future purchase at bestbuy.com"
The asterisk states that "the Digital Coupon must be used prior to the expiration date: 11:59 P.M. (CT), July 18. This offer is limited to one per customer, excludes gift cards, and is nontransferable."
So fine, the price was wrong, but why lie to me about it in an email AND on the phone. That is just wrong, did the $5 gift cards just add up to too much because apparently Best Buy made a mistake. I did not expect them to honor their pricing mistake, but I did expect an honest and across the board response. Sorry Best Buy, going to check out other electronic stores from now on. You just lost a customer who LOVES to spend her money on electronics and DVD's. Pooh
Angela
Charlotte, North Carolina
U.S.A.
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