Its official, I will never shop at Best Buy again, unless they can do something to turn this nightmare of a week around for me.
Background: As some of you may remember I purchased a 51″ Sony television from them on 2/19/05. After getting the Sunday paper I found out that the same TV was onsale for 400 dollars less then I originally paid, so I went back in with my receipt and got a refund of the difference but my purchase and delivery dates did not change! My order was to be delivered on 2/25 and I was to receive a phone call the night before letting me know the time that my TV was to be delivered.
Thursday Night: After not receiving a phone call on when my TV was going to be delivered by 8:15 I placed a call to the store to determine what time my TV was going to be there. After calling 5 times without an answer someone at Customer Service finally picked up the telephone and I find out that my order has been canceled. The lady at the store informs me that she will find out what happened and give me a call back (At this point I was thinking it was just a minor glitch and everything would be fine). About 20 minutes later I get a phone call back from the store informing me that the entire region is sold out of the TV that they sold to me 5 days previously. They offer a substitute which at normal retail is exactly the same price as the TV I purchased, a Toshiba 51″ set.
Consumer Reports Ratings
Sony KP-51WS520 $1,700 51 Very Good, Good,Good,Excellent,Good — 26 2 2
Toshiba 51H84 $1,700 51 Fair,Fair,Fair,Fair,Excellent,Good — 23 2 2
The two ratings that concern me the most are the First and Third, so comparing the two, Sony has VERY good HD programming vs Toshiba’s Fair and for Regular TV via High Quality connection Sony’s Good vs Toshiba’s Fair. So basically in Best Buys eyes it is perfectly acceptable to have me BUY a good TV then offer me a lesser TV when they over sell the TV that I bought. In my experience with Customer Service it is traditional that when someone makes a mistake of this magnitude the replacement quality should EXCEED the quality of the original purchase.
After my lack or luck in negotiating with the store I called 1-888-Best-Buy to talk to Corporate Customer Service. After wasting my time trying to find my way through there multi-level prompt menus I finally found a person, however this person worked for Best Buy online and wasn’t able to help me with a problem that occurred at a store. I finally got to the correct customer service department and after describing my problem to the customer service rep, I got the reply “Well that doesn’t sound like Best Buys way of doing business.” The next words out of his mouth after this were, “There isn’t anything I can do for you, its really up to the store.” This is a typical first response by a corporate customer service rep, but as I used to sit next to the customer service reps for Home Depot I understood that. In continuing to press I got him to agree to call the store and determine what further can be done. He would call me back, either that evening or the next morning. I received my call back shortly after getting off of the phone with him and he informed me that the Toshiba was the only offer that they were going to be able to extend to me at that time or I could get a refund.
Well Dammit I want my TV, if I get a refund I’ll probably never fork over the cash to go through this hell again. So I asked who he reported to and got the response of “Brad Anderson CEO of Best Buy”. Which REALLY pissed me off, there is no way he reports to him, BUT I will call his office today to continue to push for a favorable resolution.
More later…. as my day continues.