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 Check my Reward Zone activity. I WAS a good customer. Not anymore!
Posted Tue December 30, 2008 7:22 pm, by Bill B. written to Best Buy
Write a Letter to this Company | Rate this Company
On 11-28-08 I placed an order (Order# BBY01-xxxxxxxxxxx) on bestbuy.com for three items to be picked up at the North Fayette store. The order included the following three items:
1)James Bond 007: Quantum of Solace 007 T-Shirt Offer-Xbox 360
2)Call of Duty: World at War-Xbox 360
3)Microsoft-Xbox 360 Headset-B4D-00001
The Order total was $148.37 which was paid using $125.00 worth of Best But Gift Cards and the remaining balance using a VISA card. All three items were picked up at the store that day.
On 12-7-08 items 1&2 were returned unopened to the store for refund. After refunding the VISA Card portion back to the Visa account, I was still due $103.82. The store would not issue me new gift cards for that amount saying that by Company policy the cards would be mailed from BestBuy.com.
COMPLAINT #1
This is an unfair policy. It is not reasonable to have to wait for a store credit. Store credit should have been issued immediately at the store.
On 12-15-08 I received an e-mail from BestBuy.com saying gift card in the amount of $103.82 had been mailed on that day(Shipped on 12/15/2008 via UPSM Tracking info: xxxxxxxx)and that cards would be received between December 18-22. The tracking information included in that e-mail would not register on the Postal Service tracking site. On 12-26-08, card had still not arrived. Called BestBuy.com (1-888-237-8289), they were very rude, did not seem to care that cards mailed on the 15th had not arrived 11 days later. I was transferred to six different people and was hung up on by the 6th person.
Called again on December 30 and only resolution offered was to trace the shipment.
COMPLAINT #2
I do not believe Best Buy has any intention to honor their debt of $103.82 store credit. If the cards were mailed, they are not honoring their obligation to ensure delivery. As of 12-30-08 refund has still not arrived.
1) Change policy to have the store receiving a return to issue gift card refund on the spot.
2) Get me my gift card refund of $103.82 immediately.
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by SueNY Posted Fri January 2, 2009 @ 1:44 PM
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It's USPS Media Mail. I know because I just got a package from Best
Buy in the mail a little while ago. (It was DVDs). The tracking they
gave me never showed up on the post office site and now I know why.
Media Mail has no tracking and there was no delivery confirmation
number on the package. Hope your gift card arrives soon!
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by krisy Posted Fri January 2, 2009 @ 9:34 AM
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Had similar situation from Best Buy - I will never buy anymore
merchandise from this company. Their prices are higher than most;
return policies are always a hassle. Alternative stores are available
such as Circuit City and others on the Internet that are more
competitive and better customer service. Hopefully you get your credit
back soon. Adieu..
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by Ben G. Posted Thu January 1, 2009 @ 9:05 AM
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to shop a a certain store, you are agreeing to abide by their policies
as written. The only negligence on BB's part was the way they handled
the shipment of your giftcard. I don't believe they should have to
change their policy because it doesn't suit your specific needs.
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It sounds like they've mishandled a few things here.
However, just as an FYI, BestBuy's policy is to refund gift cards to
the SAME gift card. You're supposed to keep the empty gift card until
you're sure that won't be making a return.
Not saying I agree with or like this policy, but the fact that they
were willing to send you new gift cards is actually better than their
official policy.
Not that it does you much good, since you don't have the gift cards.
Anyway, as a warning to others: always keep your empty gift cards from
Best Buy. You risk not being able to get a refund if you don't have
the cards. I've recently made several online (shipping and in-store
pickup) purchases from BB with gift cards, and they've indicated,
several times, this policy.
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by Bill9999 Posted Wed December 31, 2008 @ 10:26 AM
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After PlanetFeedback forwarded this letter to Best Buy, I received the
following e-mail response from them:
Best Buy Customer,
This is an auto-acknowledgement indicating we received your message.
We are eager to assist you and will address your inquiry within the
next 48 hours. If you need immediate assistance, please call
1-888-BESTBUY (1-888-237-8289).
Thank you for your patience.
Happy Holidays from Best Buy,
Reward Zone
This is their idea of responsiveness to a good customer. I received a
similar e-mail from them on Dec.7, and am still waiting for a simple
store credit.
At least they were kind enough to wish Happy Holidays.
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I have no idea why they won't do as you asked. It seems like the most
reasonable way to handle the transaction.
Great letter.
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by olie Posted Tue December 30, 2008 @ 7:44 PM
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What is "UPSM"? I am not familiar with that delivery service. A
google search didn't come up with anything remotely related to
delivery.
Are you sure the e-mail from BestBuy.com is legit and not some kind of
scam looking for your personal info? It seems odd to me that you
would be told upfront that the mailing could not be located using the
Postal Service's tracking, since you were given a tracking number.
I completely understand your frustration here, but as we've learned
from other letters, the brick-and-mortar stores are not necessarily
the same as the websites. I'm guessing that if you had purchased the
items in the store, instead of from the website, you'd have received
your card at the time.
Please let us know how this turns out.
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