BestBuy
Won't correct incorrect orde

On 12/6/08 we pre-ordered a Dark Knigth DVD with Joker Mask on the Best Buy Website. We received a confriming email with correct item described. On 12/10/08 we received notice that the item had been shipped, once again, the notice described the correct item. On 12/13/08, the package arrived and it was the wrong item. Called Best Buy and explained what had happened. Was told they would need to "investigate" and would get back to me in 48 hours. They assigned a case number (55190250). 7 days later, no one had called, no one had sent any emails. I called and once again was told they needed to investigate. I told them there was nothing to investigate. Very simple. They assigned the wrong sku number to the item on their website and therefor sent me the wrong item. I needed them to correct their error and send the right item. The person I spoke to could not have cared less. She just kept insisting they would investigate and get back to me. I kept telling her that I just needed the right item sent. I asked to speak to a supervisor and was told that wasn't possible. She hung up on me. I called back. The girl I spoke to this time was very nice. She listened, understood, got the correct sku for me (9137392) and tried to place the order. The item is sold out. I spent $14 more than I could have gotten the DVD for locally because my son wanted the Joker Mask that came with it. And when the wrong one came and he knew he couldn't return it if he opened it, I spent another $28 buying the DVD locally so he could finally use his new BluRay player he bought specifically for this DVD. And I have spent over 3 hours on the telephone. I still do not have and apparently will not get, the item I ordered and paid for and it has cost me an additional $50!

I asked if they could locate the item in a store and they said there was no way for them to do that. No wonder they are in bankruptcy.
First they assign the wrong SKU and send the wrong item.
Then they have nonresponsive customer service and no inventory to replace items.

Company: BestBuy
Country: USA

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