Package not received, giving me the run around regarding getting credited back Internet...
January 6
Better Business Bureau
2706 Gannon Road
Saint Paul, MN 55116-2600
Re: www.bestbuy.com
To Whom It May Concern:
On December 9 I placed an order on www.bestbuy.com for five items order number XXXXXXX (website confirmation and email confirmation attached). All items showed in stock and noted they usually ship in 2-3 business days.
On December 10 I received two emails (attached) that two of my items had been shipped that day via two separate UPS tracking numbers.
On December 12 I received two more shipment notification emails (attached) which were identical, indicating that the remaining three items had been shipped on December 11, but no new UPS tracking numbers. I then received a third email stating that my order was complete.
The two items sent via UPS were received without problem.
On December 19 I had still not received the remaining three items. Only by going to the Best Buy website and my account did I figure out that the items had been shipped via USPS. As the items I had ordered were Christmas gifts, I was concerned that time was running out. On Thursday, December 19 around 11:00 am I called customer service and spoke to Brian. Brian explained he understood my concerns but there was nothing he could do to help me that day, however if I had not received the items the next day, Friday, December 13, that I could call back and assured me someone would be able to help me then. Unfortunately, I was unable to place that call on Friday, December 13 due to other obligations.
I called customer service on Monday, December 23 and spoke with Elizabeth. Elizabeth told me that their policy was that they could not do anything to help me until December 26, when the ship within 10 business day policy was up. I explained that was not going to help me get my Christmas gifts in time. I also pointed out that Brian had assured me someone would be able to help me if I called back on Friday. She reiterated that there was nothing she could do until December 26 and if I hadnt received the shipments by then, I would need to call back. Needless to say I was extremely frustrated by this time.
On December 30 I called customer service and spoke with Kevin. I explained that I had still not received part of my shipment and that I had well past the shipment policy and that I wanted my money refunded. Kevin said that they first needed to call the Post Office to find out what happened to the shipment and that someone would call me back in one to two business days and that no money would be refunded until they spoke with the Post Office. Now Im furious!
Today is January 6 I have still not heard back from anyone at Bestbuy.com. I called again and spoke with Troy. Troy told me that Bestbuy.com will send me an email form within one to two business days and I will need to fill it out in order to get a refund. Im beyond furious words cannot describe how frustrated I am.
At this point I feel like Best Buy has stolen from me and I have no trust that anything will get resolved. I have called my credit card company and disputed the portion of the charge that I have not received ($). I would have preferred to settle this deal with Best Buy directly, but after calling on four separate occasions, each time waiting on hold about 20 minutes to speak to someone, and each time being told I will have to call back again and that nothing can be done, I felt this was my only option. I cannot believe a business can operate like this? Not one customer service representative has been helpful nor had any compassion regarding my situation. On a personal note, the items were to be Christmas gifts which the recipients did not receive because there was no time to go and repurchase them due to the time I had to wait to see if they arrived. I would think that ordering by December 9 for a December 25 holiday should be more than enough time for a company to ship and a customer to receive. Additionally, if there was any reason for them to think they might not get my shipment to me in time, there should have been some warning on the website. Not only will I never shop at Best Buy or www.bestbuy.com again, I will tell all of my friends and family about my horrific experience.
Sadly, Im searching the internet and have found dozens of stories similar to mine on different consumer websites such usacomplaints.com. Something needs to be done about this.
Thank you for your assistance.
Cc: Brad Anderson, CEO Best Buy
Minnesota Attorney General
usacomplaints.com
JD
Seattle, Washington
U.S.A.
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