Furious-charged twice
I am VERY upset with Best Buy and with how my Christmas Order was handled. I am VERY much on the VERGE of reporting this to the BBB…honeslty. Because I DON'T KNOW WHAT ELSE TO DO!
I have also sent mail via USPS addressing this issue.
Early December, We went into the Best Buy on Gunbarrell rd in Chattanooga TN, looking for a telescope to purchase for our son for Christmas. We were told that the item was not carried in the store, but that we would need to order it on-line at BESTBUY.com.
So, on Dec 12, I order the item, and because this was for a Christmas gift, we did not want the item to be mailed to our home. So I had requested that it be sent to the store, and that we would pick it up. The pick up date on BestBuy.com said DEC 25. Well, I actually did not think that would be correct. I mean I was ordering it 2 weeks before Christmas, and your Website does state that you are working very hard to ensure Christmas delivery. So I waited for an email, letting us know to pick up our item.
I started calling BestBuy customer service on 12/21. After holding for 20 minutes, I was told that our item had been delivered to the Best Buy store on 12/19, and was given the time and name of person that signed for it.
Hmm, ok, so the next day, 12/22, we went into the Best Buy store, with a copy of the UPS tracking sheet and copy of our order, to pick up the telescope. A clerk named Chris tried to assist us. But he said the item had not been released for PICK UP. Strange, since it had been delivered to the store 3 days earlier. Even he could see that. So he tried getting assistance from asst store Manager Wendell. Well, Wendell said that because the item was not released for pick up, he could not let us take it. And that he showed a pick up date of 12/25. We asked if they would be open 12/25…. Of course, he said no. However, he said that they have the item IN STORE and if we want it, then we can PURCHASE it.
Strange…the item is NOW available in store? And you are asking us to pay again… Even though when we ordered it online, your company has a hold for the amount in our checking account. Wendell assures us that it will be ok, and a credit will be issued for the “on line order” from Best Buy.com if we call them. Wendell was rude and did not seem to have time to fool with us.
Well, we really don’t have a choice. It is Christmas and we need the item. Luckily, we have a credit card that we could use for the extra funds to purchase the item a SECOND time. When we get the box loaded up, we notice that it has our name and order number attached to the box. So…this was the actual telescope that was ordered for us!?!?
That afternoon, I called customer service back, waited for 20 minutes, again, and told them the story. I opened a case # 94328554, asking for a credit to be issued to our account. I was told it may take 7-10 days. (I hope it is soon, because we need to make our house payment also.)
On Dec 26, we got an email saying our item was ready for pick up! Then another email at exactly the same time, saying “our item has been picked up”. On Dec 27, the charge went thru our bank. So, we have officially been charged twice for this item.
On Dec29, I called customer service back to check the status of our credit. Still pending, no update.
So I called back a couple of times and was told it was still "pending", that all the Christmas orders have everything backed up.
Now…On Jan 6, Still…no emails, no credit, no phone calls. I finally call back. I got a representative named Brandon, who right off the bat. Starts asking to speak to Carlos. No one else has EVER asked to speak to him. My husband is a Truck Driver and is NOT always available to speak on the phone. So, I ask for Brandon's supv. I get someone named Jazmine. She "attempts" to hold. While I am TRYING to get my husband on the phone. I asked her who her supervisor is or who she reports to…She REFUSES to give me a name! Then she decides to HANG up on me. I am literally in tears. Is this really happening!?!?!
My husband finally calls me back from work. So I try to call back to 1.888. Best buy…. This time I get someone named Jeremy. I start explaining everything to Jeremy. At least he is nice and friendly, and he apologizes. But I still don't know if he is going to be able to get us a credit back. He tells that the original case # 94328554 has been CLOSED. You have got to be kidding me. WHY? So, I expain the ENTIRE story over to Jeremy. Now he opens a NEW case # 95022660.
I am hopeful that we will get this credit soon. But, that does not change the fact of how this has been handled. I have had items shipped to other stores before, at Christmas time, but I have never experienced anything like this. And certainly haven’t been asked to pay for an item twice. How many other people may have had this same experience? I do not plan to order anything else from BestBuy in the future. And I don’t want others to have this same experience.
If BEST BUY was a decent company, you would THINK that I would at least get a call or something back from someone.
Do you understand…WE HAVE PAID FOR THIS ITEM TWICE? And I have the receipts to prove it. Someone Please HELP?!?!? The purchase total price with tax was $240.33 and we have paid that TWICE, once on a Checkcard (for on line order), and the other time on a credit card (In the store). This may not be a lot of money for some people…but for us…it is a difference in us being able to make our house payment …or not.
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