Leave it to Best Buy to shoot itself in the foot again, this time accidentally cancelling Black Friday orders that were supposed to have been delivered this week.
Scott Mitchell of Ridgefield, Ct., a formerly loyal customer, got on the Internet and complained about we he learned on Thursday that his order was cancelled.
“We had ordered and [received confirmation] for a Holiday Bundle from Best Buy’s Web site. We received a confirmation on the purchase and an expected shipping date,” Mitchell wrote in a complaint that appeared on IHateBestBuy.com. “On Thursday of this past week we received an e-mail informing us that the order was being canceled.”
“Best Buy’s online customer service forum has become a hub for shoppers complaining of similar situations,” the web site says.
“I placed two orders for the Fujifilm AX-350 on Black Friday for $50 each. They have been back ordered up until today, one week before Christmas and now they are cancelled. I called up to inquire and they stated that there was nothing that they could do,” Jcar posted. “This is ridiculous that Best Buy waited until this late in the season to cancel the order and offers nothing in return. Now I need to try and find something to replace these items. Poor customer service, especially considering that I spent over $250 on other orders. Don’t think I will shop here again.
Best Buy did try to make it right for Mitchell, who said was promised a gift card to replace the items.
Mitchell received an e-mail yesterday evening after several attempts at contacting Best Buy’s customer service: “I realize the cancellation of your order was absolutely untimely and I can understand why you would be upset…Upon pulling up your records here it is evident that you have been an exceptional customer of ours over the years and I we truly do appreciate that. Although we value every customer and will go to great lengths to gain and retain their business, your level loyalty does earn special consideration when unfortunate circumstances such as these arise.”
At least Best Buy did not try to lie about this issue:
”Due to overwhelming demand of hot product offerings on BestBuy.com during the November and December time period, we have encountered a situation that has affected redemption of some of our customers’ online orders. We are very sorry for the inconvenience this has caused and we have notified the affected customers.”
Best Buy, however, is not talking about how many customers received their order cancellations this week or how many gift cards it is promising to send out.
The timing of this snafu is unfortunate for the chain as it is under tremendous pressure from on-line retailers like Amazon, which can beat Best Buy prices, service and will actually deliver the products as promised.
http://ctwatchdog.com/business/buy-com-review-buy-com-return-policy-misleading
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On December 13th 2011 we had ordered several items from BestBuy.com for a combined birthday-Christmas gift. A week, or so
after placing the order we received an email from Best Buy explaining that some of the items we had ordered are on “back order”
and will be shipped in about two weeks. Please keep in mind that when we ordered this there were many, many “out of stock”
items on the website. and, that every item that was selected for our order was “available and ready for shipping” according to the website.
This was very upsetting news, but we understood that things happen and that we would just have to wait. Yesterday – Thursday, January 12, 2012
- we received another email from Best Buy. Informing us that one of the items we ordered is “no longer available” and that our order
has been “canceled” by Best Buy. After getting this email we immediately contacted customer service, they informed us that there is nothing they can do since the items are no longer available, so we contacted the manufacturer of the product and was informed that the items are still being made and being sold worldwide. We checked again with Best Buy and they could not answer why if they still were dealing with the manufacturer, why they could not make the item available. We had to spend a gift less Christmas and a gift less birthday thanks to Best Buy.