We had purchased an XBOX from Best Buy as a Christmas gift for our 6 year old son. The day after Christmas it STOPPED working. We immediatley returned it to Best Buy in attempts to get one that was working. This is where the fun started. We were first told that they were all sold out but they had a truck coming in on Friday so they took our name and said we could come back to pick it up. Friday came, we went to get the XBOX and the truck was not there yet. Customer Service told us to come back on Saturday and we could pick it up. Again, they took our name. Saturday afternoon came and yet NO TRUCK. We spoke with a manager who claimed to have called the warehouse who said they would hold one for us. Again, they took our name. He said we could come back after 7PM or on Sunday and pick it up. Knowing that things were never ready when they said, we came back on Sunday afternoon. After waiting in line for 20-30 minutes, we approached the Customer Service desk to be told that they don't hold merchandise for customers and the XBOX's that were ordered on the truck had all sold out and we would have to wait for the next truck. Furious at this time, with a deeply disappointed 6 year old in tow, we asked to speak with a Manager. This Manager was more clueless than the folks they had behind the counter. He asked us what was going on and then told us that the person who issued the original return should have completed a work order to ensure we received an XBOX. This original person said that wasn't necessary because they had a truck coming in. We explained that to him and he said he would complete a work order and we would have one on the next truck. After 15-20 more minutes, he explained to us that he could not complete the work order without a serial number. Being that they did not have XBOX's in stock, he said that he had no way to obtain a serial number. His answer was for us to keep coming back in hopes that we would find one on the shelf. ARE YOU KIDDING ME??? After all we had gone through that was the best Customer Service he gave us. We were stuck buying this thourgh them because we had received Store Credit at the return time. All of other stores in our area had them in stock but we could not go to them. We asked if he could turn the Store Credit into cash but he said they would have to send us a check in the mail (30-45 days later). After these people had done what they did, I had NO faith that a check would ever show up. I asked if I could just order on online and he said that store credit could not be used on the website. Furious, we stomped out of the store and vowed never to shop at Best Buy again. We called the 888-Best-Buy number to only be given worse customer service. I didn't think it was possible. The man we got on the phone (after 20 minutes of hold time) told us it is not their policy to hold merchandise for customers. He claimed that it wouldn't be fair to other folks. How was it fair that my 6 year old had broken equipment and now had to continue to wait??? He said that it wasn't their problem as they don't make the equipment. His only suggestion was to keep going to the store. After I had asked him about the store credit being used online, he put me on continuous hold and never came back. Turns out, you are able to use store credit online and the new XBOX should be coming in two weeks. How can such a large company be so rude and have such total disregard for customers? They have lost my business and that of each of my family members and close friends... Signed, I hope you never shop at Best Buy Again.
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