Best Buy Complaint - Ordering on Best Buy.com (don't!)
LOUISIANA -- Over the last few years, I have turned more and more to shopping online. Having three children, I choose to avoid the situations in stores that typically happen when you have little ones about. That said, shopping online also affords me the opportunity to do more research in terms of products, stores, and prices. I hadn't ever used BestBuy.com to order because their prices really aren't that competitive compared to other online stores. However, I had been looking for this one digital camera accessory I had been trying to find for weeks. Every store I've had time to visit, and every online store I've checked has been out of this item. On 2/15/04, I decided to check some of the web sites I'd visited before, to see if their inventory had changed. I noticed that BestBuy.com claimed to have this item on inventory so I went ahead and ordered even though I hadn't done so through them before. I went through all the steps of setting up my account and shipping addresses (I use home and work) as well as my billing information. After submitting my order, I went on about my business as usual. Two days later, the problems began. That day, I received an email that indicated that there was a problem processing my order. It didn't say WHAT the problem was, only that it would cause a delay in shipping the product. Well, I wanted more info, so I looked on the website for their customer service number and called them. The gentleman I spoke with checked the account and said that everything seemed to be in order. He seemed to think that there was a computer problem or perhaps a server problem that was causing the delay. He said it should clear up within a day or so and to check back then. Well, the next day (2/18/04), I notice that the charge had been authorized by my bank. Although, the charge wasn't officially drafted yet, I felt confident this meant the shipment was being processed. I checked my account online and found this was not the case, and my item was no closer to shipping than it was the day before. Again, I called up customer service and spoke to a different gentleman who checked my account and said everything seemed to be in order. He saw where my charge was authorized by my bank and said not to worry, that there was likely just a shipping delay that would clear up by the next day. The next day was when everything came apart. I received an email that my order had been cancelled due to a "verification problem". That's all it said, no detail on what the problem was or what needed to be verified. At this point I was irate that no one had bothered to call me for verification. Wasn't that the point of putting all our phone number contacts on our account information? I checked the website to verify and sure enough, there it was --- ORDER CANCELLED. I checked the item I was ordering and saw that what was in stock on 2/15/04 was now on backorder. My face on fire, I called up customer service to find out what went wrong. This new gentleman on the phone checked my account and said I must have put the wrong information on my account and that's why my order did not go through. While I was talking to him, I looked online and checked my account and found it to be the exact same info I have used now for over 2 years since my last move. This was the same info that every other retailer I'd ever used had absolutely no problem with, so why would Best Buy? When I pointed out to him that there were no problems, he said that I should check with my bank then and verify with them because there must be something wrong somewhere. When I told him that I had ordered two items with different retailers after 2/15/04 and already received them, he didn't have an answer. He told me to verify the info with my bank, and then I would be more than welcome to order the item with Best Buy again, as if he was doing me the favor. I pointed out with him that this seemed impossible since the item was now on backorder, to which he responded that he had no control over that and that I should have put the correct information under my account info in the first place. Never in all my life had I been made to feel like I was a criminal, like I was using a bad credit card number or something. He dismissed me like yesterday's trash, but kept encouraging me to order again once I got everything straightened out on my end. I said "no thank you" and hung up. The next day, once I had a chance to cool down, I wrote a very detailed email to their customer service department explaining my whole story and why I would not be using their store or website again. Today, I got a reply from them. They told me via email this time that there was a verification problem with my billing information and that once I corrected the info on my account, I would be welcome to order the item again. They told me their credit card system is safe and secure for my benefit (apparently so safe and secure that it keeps the good customers out as well as the bad) and that they appreciated my concern over the order cancellation. The kicker is that they said they also look forward to my next visit to their store or to www.bestbuy.com. Either their customer service reps are all Stepford Wives or likely they think all their customers are. Well, I spend too much money on my own and through personal shopping I do for customers to throw any more money Best Buy's way.