Chris sent a message to Hubert Joly ,President and CEO, Best Buy that said:
I have never had to deal with or contact a corporate office however I am irritated and feel like I have been taken advantage of. I have been a loyal Best Buy customer for well over 20 years now. The weekend of Presidents day I decided to take the money I had received from my income tax and finally purchase the 4K UHD TV that I have been wanting for a while. It was a Samsung 60'' on sale from $1800 down to $999, something I could finally afford. I purchased the TV online and was given a delivery date of Thursday February 18th. On the Wednesday before I received a phone call confirming the delivery in the morning. I took off work to be available to accept the delivery. By afternoon when it did not arrive I called the 800 number to see what had happened. They lady I spoke with gave me a half assed apology and told me that there was possibly a mix up at the warehouse and said the best she could do would be to reschedule the TV to be delivered the following week on Wednesday the 24th. After I got off the phone with her I was still not happy and posted the situation on Facebook. Almost instantly someone asked me to please email my situation. I did and was then contacted by a man named Derald. Again he apologized and said although there wasnt anything he could do about speeding up the delivery date he could offer me $100 back on my account when the TV arrived. I thanked him and felt somewhat better for the compensation I was offered. Again I took off on Wednesday in anticipation of the arrival of my TV. This time however I did not receive a phone call the evening before confirming the delivery and this had me somewhat concerned. The next day I sat and waited for the delivery and by 6pm when the TV didn't arrive I was very upset and called again to the 800 number. I spoke with a lady who again apologized and said that it was possible that the TV had been discontinued. She took my information and assured me that someone from the corporate would be in contact with me within 24 hours. Not to my surprise, 24 hours came and went and no contact from corporate. I once again called the 800 number this time furious but still kept my cool and spoke with a gentleman who said he wanted to try and resolve the situation right then and there. I explained to him that at this point I really couldn't afford to take anymore time off of work to wait for a delivery and would rather go pick something up from a store. He agreed and we began to look online to find a solution. He offered a Sony TV however I was not interested in changing from a Samsung to Sony because I'm not that crazy about Sony. Personal Choice. We talked for almost 2 hours trying to find a solution to mu inconvenience. I agreed to downgrade from a Samsung to a Vizio tv and even compromise the 3D aspect of the TV for a slightly larger 65'' Vizio with the same specs minus the 3D. I thought this was a fair trade off. After a long hold in which he went to speak to his supervisor, her response was basically she couldn't work that deal because of a $500 difference that Best Buy wouldn't cover. I was furious. I have taken 2 days off of work at $200 per day but they couldn't budge over $500. This to me is unacceptable and ridiculous. Again the man I was working with tried to find a fair compromise which I thought I was being quite fair and reasonable. After two hours of being on the phone I was tired of dealing with them and once again told them I would settle for a 60'' Vizio with no 3D. I was not at all ok with this compromise but it was all he would allow and at this point I just wanted my TV. He again put me on hold to work out the details.. When he returned he told me that he had canceled the original purchase and I would receive a refund from Best Buy within 3-5 days and in the meantime I could go to a store and pick up the Vizio at the price I paid for the Samsung originally. At this point I was livid!!!! I don't make a lot of money, I live pay check to pay check and I dont have a savings account. This means that now I have to wait and additional 3-5 days now. I asked why he did that and why he couldn't have just allowed for an exchange rather than issuing a refund but he offered little explanation. I am very frustrated, angry, and at my wits end with this whole situation. It has left a VERY bad taste in my mouth for Best buy and the lack of customer Service as well as lack of communication. Once again last night I took to Facebook to complain about my situation. Someone responded and said that Derld would get back with me. It is now Friday afternoon and once again I am waiting. What the hell? This is completely unacceptable and I would really like for someone from corporate to get back with me immediately and offer a solution as to how Best Buy is going to make this right.
Chris
