Complaint Review: Best Buy's Pacific Sales Department - Springfield Virginia

 On October 1, 2013, my daughter, her fiance and I went to the Best Buy store in Springfield VA to cost compare the prices for a refridgerator and cooktop.  We found both at this store at a reasonable price and worked with what I thought was a Best Buy employee to write up the sale and complete the purchase.  The saleman constantly broke off our order to work with other customers which I found irratating.  I completed the Name and address portion of the order as instructed and waited for the salesman to come back and finsh his portion.  He entered the information in the store computer and had problems with my Best Buy rewards coupon.  So eventually we got that resolved and he went to go run my Best Buy credit card, but there was an issue with the phone line and the purchase could not be completed,  We had already been there for 30 minutes trying to wrap up this sale without success.  He asked for my cell phone number and email address so that we could complete the sale later.  By this time I was pretty much done with this and was no longer interested in completing this sale, but I thought I wouldngive him another chance.  10 minutes later, while driving home, he calls me all excited saying the phoneline is working and he can take my credit card info.  I told him that I was driving and could not do it then, but would be home in 15 minutes and would call him back if he was available.  He wasn't happy with this, insisting it would be better now while the phoneline was working and again I told him I was driving my car and could not give him the information.

I get home and call him as I said I would.  He is not available per the other sales associate, but would I mind waiting about 5 to 10 minutes on the line while he finished up with another customer.  I told her no, that I had another appointment to make and only had a few minutes.  I told her to inform the other salesman that I was not interested in completing the sale and to cancel out whatever he put in the system.  She asked me to reconsider and I said no.

I go online later in the eveing, and decide to place the order myself online.  The appliances were better price online and when I went to place the order my Best Buy card was declined.  I logged into my account and to my surprise, see that there was a purchased made against my card that day from Pacific Sales in Springfiled VA for over $2,000.  At this time I was not aware that Best Buy appliance dept was under Pacific Sales and I called customer service to find out the whos and hows. 

Best Buy customer service informed me that I had to contact Pacific Sales directly and to have them cancel the order because apparently Best Buy and Pacific Sales are 2 separate businesses, even though Pacific Sales can access and receive payment from Best Buy credit cards.  I explained what had happened because I did not complete the sale and was extremely concerned that my Best Buy credit card could be accessed without my permission.  While the customer service agent was sympathic, there was "nothing" she could do other than give me the number for Pacific Sales customer service.

Called them and was assured that the order would be canceled and I would see a credit on my account within a few days.  To date, this has not happened and I have formerly disputed the charge through Best Buy credit.  The Best Buy customer service for accounts is now "reviewing" my claim and will have a resolution within 6 to 8 WEEKS.  Seriously???

I have been a Best Buy customer for years and I am shocked in the indifferent manner in which this is being handled.  An employee has accessed my credit account and placed a charge against it without my conscent or signature.