Best Buy Complaint - Overcharge by Best Buy
HEMET, CALIFORNIA -- The following is verbatim a letter I wrote to the CEO of Best Buy. I received no satisfaction. I gave up a long time ago on getting my $50 overcharge returned, but if repeating my problem in this forum dissuades just one person from dealing with Best Buy I will have achieved all the satisfaction I need.
Deat Mr, Anderson,
I'm writing to bring your attention to a problem I've had with an overcharge on a purchase from Best Buy. I hope Best Buy will address this problem to my satisfaction because this incident has consumed much of my time and left me extremely frustrated.
Here's my problem: I've always admired BestBuy for its low prices, a wealth of merchandise available, and helpful sales personnel. However, I have been trying to resolve a problem with Best Buy where I was overcharged $50 for a Compaq Personal Computer I purchased on October 28, 2003. Here are the details of my complaint:
I attempted to order my PC online from the Best Buy website on October 27 at an advertised special price of $499.99. I proceeded all the way through the process. BestBuy's ordering system calculated my total cost correctly, but when I tried to proceed to "Check Out" Best Buy's online system failed. I tried twice to place the online order, to no avail. I then called BestBuy's 800 number to inquire about the problem. The person I talked to indicated he would be happy to take care of my order right there. He then attempted to place my order, but finally ended up telling me he was unable to do it. Best Buy's computer ordering system had "gone down" and wouldn't accept my order from his workstation either. He apologized for this problem and said "if I called the next day to place my order and identified the specific item number" I'd be able to complete my transaction. That is exactly what I did, on the morning of October 28. It was not until I received my credit card statement that I noticed I'd been charged $549.99 instead of the $499.99 advertised, a $50 overcharge.
I have been trying to get this overcharge corrected through Best Buy's "customer care" (which I'm beginning to think is a misnomer) and the basic reply boils down to, "Tough luck." All I've gotten is boilerplate answers like the following, and links to a Best Buy pricing policy about online prices vs. store prices that doesn't pertain to my problem:
Customer Care replies failed completely to address the pertinent points of my complaint, i.e.:
Point #1 - Retail store prices are not an issue here. This computer was offered online and was advertised on the BestBuy website as "not available in Best Buy retail stores."
Point #2 - On October 27, I placed specific reliance upon the statement from a Best Buy employee that I would be able to place my order for this item by telephone the next day, as advertised, with no problem.
Point #3 - There is no valid reason for me to be penalized $50.00 because of Best Buy's failures, i.e., failures in YOUR computerized ordering systems on October 27, when both I and a Best Buy employee tried initially to place my order.
I have tried to resolve this issue several times, exchanging e-mails with "customer care." Customer Care employees appear to lack the authority to resolve problems. Finally in late November I requested my complaint be called to the attention of someone at a higher level. I have inquired since then but it appears now that I'm being completely ignored. If one of BestBuy's primary objectives is Customer Satisfaction that policy has failed miserably in my case.
If BestBuy remains intransigent on this issue I will never make another purchase at BestBuy, and I will caution my friends and acquaintances to avoid BestBuy, because to Best Buy "customer service" and "customer satisfaction" are two separate concepts.