Best Buy Complaint - Never Do Best Buy Home Deliveries From Online Orders!
LATON, CALIFORNIA, CALIFORNIA -- I decided to buy my parents the biggest Christmas gift I've ever bought anyone before: an HDTV. I bought it on credit card, of course, but I felt that I could manage it and make it work. I've been enjoying an HDTV in my own home and I wanted to share the enjoyment with my parents (while they're still healthy on this earth).
I ordered the TV from BestBuy.com. I got delivery confirmation for December 26. This date seemed perfect since it was the middle of my vacation while I was to be with my parents in California. I'm an Arizona resident so this isn't a local delivery.
The day after Christmas (on the 26th), I got a phone call at about 8:00am on my cell phone. I missed it. They didn't call back. It was 559 (Fresno, CA area) area code, I'm from 480 (Scottsdale, AZ) area, so I knew it must be delivery-related as no one calls me from the Fresno area except my family. I called the caller-ID phone number, got voice mail identified only by phone number, left a message, they didn't return the call.
I called 888-BEST-BUY, first time I called they said that it was still in the warehouse, that 'ROS' is the delivery service, and they gave me the 'ROS' phone number: 410-579-8869. I called the number, they asked me a few questions like "what's your phone number", but then said, "I'm sorry, without a ROS number, I can't help you." They said goodbye and I was left with nothing.
Now it's the 27th. No TV.
I called 888-BEST-BUY again and they gave me the ROS Order ID#. Then they gave me the Best Buy @ Visalia store phone number. I called that number, and they said they couldn't help me, that Internet orders must be dealt with at the corporate office. I explained that it was scheduled for local delivery as a large item from the local warehouse. She transferred me to the Audio/Video department and the phone rang for several minutes until I hung up.
I called 888-BEST-BUY again and told them that this was the third time I was calling. By now I'd spent hours on this matter. I asked them to just cancel the order if they could. They said that they can't because it's locked for at least 24 hours after the confirmed delivery date. They told me to call the Visalia store phone number again, I told them that I just called there, and that they weren't able to help. They gave me another phone number: Best Buy Bakersfield store, 661-587-0675. I don't know why I was given this number now. I called it, and they said that they didn't have a clue as to how to help me or what this was about.
So I thought about it and figured, maybe the Visalia store is it, maybe since that really is the local store they should be the ones to help me. I called them up again. They transferred me to the home delivery department. Ring-ring-ring. Five minutes. Ten minutes. Then I got the same operator. She transferred me again, this time to Audio/Video. Ring-ring-ring. Five minutes. Ten minutes. I got the same operator again. She transferred me again. Ten minutes. Got the same operator again. She transferred me again. Five minutes, ring-ring-ring..... I give up.
I called 888-BEST-BUY again and after half an hour on hold they gave me the Visalia number again. I told them I already called the Visalia number and that I want the ROS delivery service phone number I had earlier. They transferred me to the Consumer Relations department and assured me that they could give me all the phone numbers I need including that one. I waited another twenty minutes. The gentleman I spoke to from Consumer Relations said he didn't have any phone numbers like that, and tried to transfer me back to 888-BEST-BUY. I stopped him and said, "They transferred me to you! They said that you have that phone number." They were like, "Uhhhh, no, I'm sorry, 'ROS' is just an order ID, it's not a service." What?! I let him transfer and after waiting for five or ten minutes on hold I hung up.
I then thought to look at my phone history (duh, I should have done this a long time ago) and track down that original number, 410-579-8869. I called it, and sure enough, it picked up as "Best Buy Distribution and Delivery Center" or something like that. I told them that I was expecting delivery of my HDTV yesterday and it didn't show up and I want to track it down. They asked me for my phone number. I told them my cell phone number and offered them the ROS order ID. "Arizona?!" they asked. I said yes, my phone number is Arizona, but it's being delivered to where I am right now, in California. "I'm sorry, we are in Baltimore! We don't service California. You need to contact your local Best Buy store and arrange delivery with them locally."
Okay. Back to the Visalia store. I'm hitting the road, not going to be put on hold again!
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