- Report: #719567
Complaint Review: Best Buy - Seattle Internet
Reported By:
Paula -
Seattle, Washington, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Best Buy
Seattle, Internet, United States of America
Phone:
Web:
www.bestbuy.com
Categories:
Business Rating:
(0)
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Best Buy worst customer service ever Seattle, Internet
This happened a little over a year ago, but I just found out about ripoff report and felt the need to share.
I've always been a pretty faithful best buy customer until last spring when I ordered a brand new laptop online. I paid for the order in full using my credit card, which was charged, and I also received a confirmation email stating that my order had been placed. Two days later, I received another email which stated my order had been rejected. Confused, I called my credit card company first to verify that there was no issue with the charge and found out that even though my order had been rejected, the funds had not been credited back to me.
Then I called Best Buy. The first person I spoke with could not understand why my order had been rejected. They verified that the charge had gone through, and there there was "maybe a glitch in their system" which resulted in my order being canceled. When I stated that I would still like to purchase the laptop, I was directed to place the order online again. The problem here was that: a. I ordered the laptop while it was on sale and the sale was no longer valid, and b. I had already paid for the computer, so placing another order would have charged my credit card again. When i mentioned the last part, the customer service person told me that I would have to work that out with Visa, as the charge had already gone through.
I spoke with Visa, who bounced me back to Best Buy, who yet again bounced me back to Visa, but not before that particular customer service agent was completely rude and condescending to me. He basically told me that I would not be able to get the computer at the sale price despite the fact that I placed the order while it was still on sale and it wasn't my fault that it was canceled.
I filed two complaints on their website and have never received a response. I ended up purchasing the same laptop from Toshiba, at the same price, because I will never, ever buy anything from them again. I've also convinced my father, who is constantly upgrading his electronics to shop elsewhere. Probably not a big hit to Best Buy, but still...
I've always been a pretty faithful best buy customer until last spring when I ordered a brand new laptop online. I paid for the order in full using my credit card, which was charged, and I also received a confirmation email stating that my order had been placed. Two days later, I received another email which stated my order had been rejected. Confused, I called my credit card company first to verify that there was no issue with the charge and found out that even though my order had been rejected, the funds had not been credited back to me.
Then I called Best Buy. The first person I spoke with could not understand why my order had been rejected. They verified that the charge had gone through, and there there was "maybe a glitch in their system" which resulted in my order being canceled. When I stated that I would still like to purchase the laptop, I was directed to place the order online again. The problem here was that: a. I ordered the laptop while it was on sale and the sale was no longer valid, and b. I had already paid for the computer, so placing another order would have charged my credit card again. When i mentioned the last part, the customer service person told me that I would have to work that out with Visa, as the charge had already gone through.
I spoke with Visa, who bounced me back to Best Buy, who yet again bounced me back to Visa, but not before that particular customer service agent was completely rude and condescending to me. He basically told me that I would not be able to get the computer at the sale price despite the fact that I placed the order while it was still on sale and it wasn't my fault that it was canceled.
I filed two complaints on their website and have never received a response. I ended up purchasing the same laptop from Toshiba, at the same price, because I will never, ever buy anything from them again. I've also convinced my father, who is constantly upgrading his electronics to shop elsewhere. Probably not a big hit to Best Buy, but still...
2 Updates & Rebuttals
Paula
United States of Americacharges still not available
#2Author of original report
Mon, April 25, 2011
whether or not best buy actually had the money or not, they still put a hold on my card, which means the funds weren't available. and the main issue was that i missed out on the sale price and had to deal with rude customer service.
Crystal
Spirit Lake,Idaho,
U.S.A.
It's called an authorization
#3UPDATE EX-employee responds
Sun, April 24, 2011
Best Buy doesn't actually charge the funds until the order ships. In your scenario the order was cancelled way before shipping. That means that your card was never actually charged. Best Buy places a pre authorization with your banking institution/credit card for the amount of your purchase. It is not an actual charge. If the order gets canceled or something, Best Buy basically makes no further effort to collect the funds. The pre authorization hold that your bank places on your funds doesn't immediately go away. It drops off based on your banking institutions policies for authorization drop offs. Kind of like when you get gas sometimes and they put a dollar hold, then maybe the next day the real charge goes through but the dollar stays on for a week or so. Best Buy didn't do anything wrong, that is just how authorizations work.
