Best Buy Complaint - Bad Experience
This is simply a copy of the letter I sent to Best Buy. What a hassle they have put me through over a television.
I'm sure this complaint will not be addressed, but I'm sending it anyway. I will start by saying I WILL NEVER BUY FROM BEST BUY AGAIN UNDER ANY CIRCUMSTANCE!! We purchased a Dynex TV online with a gift card we had been given. Three months after receiving the TV it messed up. We called BEST BUY ONLINE and were told that we could take the TV back to the BEST BUY store in Lexington and exchange or get or money back (200 mile round trip).... We took the TV back and BEST BUY refused to take the TV unless we paid for repairs up front and we might get the money back if they deem we didn't damage the TV (still under a full 1 year warranty I might add). So after a 200 mile trip for nothing we brought the TV back, called again and were bounced between DYNEX and BEST BUY for over an hour, both saying it was the others responsibility (something that would never happen if we'd just purchased the TV from Walmart...my mistake). Finally, BEST BUY said yes they had to honor the warranty and would send a repair man. We set up a date, that was CONFIRMED, but he never showed up...That was the first missed day of work. I called back and set up yet another date, even tried to call the repair man myself with no answer. The second date came, guess what, NO REPAIR MAN!!! Second day of missed work...I called yet again..very upset by this time and finally got a repair man out that following Monday. He said the TV was not repairable and BEST BUY would be calling so I could return it. They called this afternoon and gave us a return number, said we could either mail the TV back and they would send us a new one AT OUR EXPENSE FOR A TV UNDER WARRENTY or we could take the receipt and the TV to BEST BUY in Lexington and they would either exchange it for the same or a different TV. Guess what...another trip to Lexington, we went to BEST BUY like we were told to do and you know what they don't honor BEST BUY ONLINE Merchandise and would not give me a gift card, my money back, or even exchange the TV even though they had two in stock, rather they gave me a receipt with the amount I should receive back from BBO, kept the TV, and sent me back home to call and have a gift card MAILED TO ME...even though we were told by the lady who called it would not be a problem...I called back BBO and were told at first they would not send me a new gift card that I would just have to find the old one I had..that they didn't mail gift cards for any reason...WHAT THE HELL!!! Well then all of sudden the problem cleared up and said "Oh yes, we can send you a new card."
So now if you can add...that's two days missed work @ over $200 A DAY, had to use both my personal days--I now have NONE left, 2 wasted trips to Lexington 100-120 miles (200-240 round trip), 2 hours travel time each way, each trip (8 wasted hours), numerous phone calls (at least 2 hours or more of my time wasted), three days total waiting at home on the repair guy (2 of which I missed work), weeks of waiting for a call about why the repair man didn't come or how the TV will get fixed, a gift card I have to wait another week on, taking the last $500 bucks I had to make an investment in a TV that was a piece of crap, having no television but having to pay a $150 cable bill, etc.
I AM CURRENTLY TRYING TO DECIDE HOW TO DEAL WITH THIS SITUATION. YOU HAVE WASTED MY TIME AND MONEY! THIS IS MONEY AND TIME I CAN'T RECOUP FOR TRAVEL, PHONE CALLS, AND TIME OFF SIMPLY BECAUSE YOUR CUSTOMER SERVICE AGENTS OR THE AGENTS AT BEST BUY LEXINGTON DON'T KNOW WHAT THEY ARE DOING. I was emailed back and told I could read the return policy, but is that not what you pay your representatives for, to INFORM THE CUSTOMER NOT MISINFORM THEM.
I have since decided to give the gift card to a friend...he's willing to deal with the hassles Best Buy puts its customers through.
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