Bestbuy.com
Ipoff, dishonest, DID NOT HONOR REBATE, got the run around!

I bought a computer online at www.bestbuy.com and chose to pick it up at the closest Best Buy store to me which is an hour away, instead of paying an exorbitant amount in shipping. When I picked up the computer at the store, I asked the Customer Service person about the rebates. I wanted to MAKE SURE I was doing everything correctly because the rebates amounted to $300. She printed up the rebate forms for me from her register and explained how I was to do it. I purchased the computer on Oct. 16 and sent the rebates in. My home phone number, address AND email address were on the rebates. I NEVER received anything from the Best Buy rebate center (two of the rebates were through them, the others were from the manufacturers of the other products ie. Printer and dvd burner). I called once to check on the rebates because I hadn't heard anything. You are prompted at the beginning of the call that if it has not been at least eight weeks, to keep waiting. So, I did. I started to get other rebates in, and figured these things take time, and that if there was a problem they would have contacted me. Well, I have seven children and homeschool, so things tend to get pretty busy, and Feb. 16 I realized that I had not received two of my rebates from Best Buy. I called 1-888-BestBuy (1-888-237-8289) and tried to find out what was going on. Talk about a run around! They told me that the promotion was over on Nov. 15, and that there was nothing they could do. Mind you this is after a whole day of being on hold, being transferred, etc. That I needed to call the store. So, I called the store. The store told me that there was nothing they could do, I needed to refer to the Best Buy rebate center and that is the 888-BestBuy number. So, I called them back. They said that they were going to look into the matter. So, after another LONG period of being on hold, I was transferred to someone else. They said that they were going to look into it. Another LONG holding period. They informed me that my rebate was in a holding status, and that I should have received an email telling me that I sent the wrong form in. I told her that I had never received an email and that the two rebates from them one for $150 the other for $30 totally $180 would have assuredly received a response from me. The lady told me she was sorry, but that I would have to refer to the store for any rebate. She said that the promotion was over on Nov. 15 and after that date, they can no longer help you. I tried to no avail to point out to her that I didn't buy the product until Oct. 16, and was told that I had to wait AT LEAST eight weeks to check on the status. Nov. 15 was only four weeks later. How could I be expected to check and make sure that everything on my part was correct, if by the time the eight weeks was up, the promotion was over, and they would no longer assist me? She just didn't get it, and basically said oh, well. Sorry you are out $180, there is absolutely NOTHING we can do for you. You need to go to the store. So, again I called the store and tried to explain the situation to them. They told me that it doesn't matter what form you use, it was the SAME promotion! So, I called back the 888 number and told them what the store said. They told me that when the store printed out the IN STORE rebate form, that they basically voided my rebate because I was supposed to have the ONLINE rebate form. They stated that it is in the fine print on the rebate form. The statement she was referring to is this:

"In-Store rebates are valid on In-store purchases only. BestBuy.com rebates are valid with online purchases only."
To my understanding, this would have to do with buying something online, seeing it with a different, perhaps better rebate in the store, and trying to cash in on that rebate. It says nothing about specific 'forms'. I tried to explain this, but got nowhere. Just an oh, well, too bad for you. I called the store back, and explained everything to them. They told me that I would need to come down to the store, and we would call the 888 number from there. So, we did. We traveled over an hour out of our way. (Where is the compensation for the gas I had to spend to deal with this?) After over two hours at the store, with my seven children sitting very patiently, and the computer manager Doug Hunter getting the run around from the 888 number, (we were transferred like three times, and the last time we were transferred back to the first person we talked to for verification of some sort!) he finally hung the phone up in despair. He then talked to the Customer Service manager Paul Sheehan, and he gave me a $150 in store credit. He said that is all they could do for me. I was also informed that www.Bestbuy.com is a separate entity from the individual stores. I did not no this, and will NEVER shop online at www.Bestbuy.com. I will just travel to the store. But, I am out $30 and was forced to spend $150 in an expensive store. I never would have spent this money there! So I was forced to buy needless items to try and recooperate some of my money. I think that www.bestbuy.com should still refund my money! Oh, another issue I never even got the chance to address at this same time, but I had sent two separate emails about which were confirmed to having been received but were never replied to was this:

My computer was supposed to have 512MB ram, but only has 448MB ram. Now, I would like to know how I am supposed to go about getting this fixed!

The case number on this was *

I would like to add that once I went to the store level, they were very friendly and understanding. It was the Harrisburg, PA store. Doug Hunter, Chad and Paul Sheehan were extremely helpful, and I do appreciate the instore credit. BUT, I still feel that www.Bestbuy.com AT LEAST owes me $30 more.

I would also like to make it CLEAR that I am under the impression that www.Bestbuy.com is a separate entity than the individual stores!

David
Newville, Pennsylvania
U.S.A.

Company: Bestbuy.com
Country: USA
Phone: 8882378289
Site: bestbuy.com

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