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New Member
Posts: 2
Registered: ‎12-26-2017

sales mistake caused major problems

On Dec 20 we attempted to purchase an iPad from your Santa Fe store. In order to take advantage of the Verizon offer, we tried to put it on the Best Buy card, but it had been inactive for too long and apparently the account was closed. So the sales person had us take out a "new" best buy card. It was rejected (we later found out it had nothing to do with our credit... its because she put the request through 2 x in a short period of time, so the credit company rejected. Anyway, we opted to put it directly on our Verizon Account... which she did.It took over a 1/2 hour for her to figure out how to get it signed up.   While she was doing up all the paperwork, we opened up the box and discovered the clerk had pulled the WRONG iPad, wrong memory and wrong color. Best Buy did not have what we wanted in stock... so she had to cancel the whole order!! We spent nearly 2 hours in the store and never got an iPad. Today, I got my Verizon bill and apparently even though the iPad had been cancelled out, she had (unknown to us, taken out a $10 additional phone line, that included taxes and a $30 activation fee).. and THAT was never cancelled. It took another hour b phone with Verizon today to get this all figured out. I am writing to tell you how unhappy we were with this service. We have been faithful Best Buy customers in Santa Fe, but now, unless your company has some sort of compensation for over 3 hours lost, we will not shop there again. I hope you will pass this on to the folks at Best Buy in Santa fe... as courteous as they were, these mistakes are incorrigible. Thank You 
Posts: 2,172
Topics: 29
Kudos: 135
Solutions: 114
Registered: ‎10-19-2017

Re: sales mistake caused major problems

Greetings, wtjordan2!


I want to first apologize for the delayed response, the amount of holiday posts has had us backlogged and we are trying to respond as quickly as possible.


I’m saddened to learn of the circumstances behind you joining our forum, and I truly apologize for the inconvenience this may have caused. I can only imagine how disappointed you must have been to not have the iPad you were looking for in stock. As a mother of four, my time is very valuable, as I barely have any available. I definitely understand where you’re coming from.


With the information provided during your forum signup, I was able to find your file and I have ensured to get this addressed and documented for internal review for you. Also, I would like to send you a small token of appreciation for the inconvenience all of this has caused you. I’ll be sending you a private message (PM) with some more info. It’ll show at the top of your screen in the little envelope icon.


Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-26-2017

Re: sales mistake caused major problems

Best Buy's response is greatly appreciated.  It's nice to know that when someone takes the time to let a store know about a problem, they actually read the message and do something to correct the situation.