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Member
Posts: 17
Registered: ‎08-12-2019

Best Buy holding $1400 of my money hostage

[ Edited ]

Extremely frustrated consumer here.

 

I ordered a 75" TCL TV online on 7/31/18 for pick-up in store at the Pearland, TX location. I go to get TV on 8/3. It won't fit in my car. Associate says no problem we will deliver it to you for free. I go home, get a phone call from the associate saying they do not deliver to my area, but I can get a different TV from the warehouse or close-by store. I say no thanks, please CANCEL my order and give me my money back. Associate says no problem, I should expect the money credited back to my visa in a couple days. I felt real uneasy about this conversation, but I figured this thing happens all the time.

 

2 Days later, 8/5, I call best buy to follow-up since I was uneasy about things going smoothly and becasue the charge had not been credited back. I wait for about 2.5 hours to talk to someone, I'm transferred to 4 different departments, before my call is dropped not once, not twice, but three times. Each time I get to a "geek" and explain the situation they explain ,"the computer won't let me cancel the item, I need a supervisor,"  I'm placed on hold and after about 30 minutes of hold time, my call is bounced back to an operator asking how I might need assistance. This ordeal happens again and again. Finally, the following day or maybe 2 days later someone tells me that because the item is backorded, it can't be canceled. I'm about to lose it, becasue this is now an item I do not want. The agent says call back in a couple days to follow-up, the computer glitch should be fixed. The agent says he submitted a "ticket" to fix the glitch to allow me to cancel the order.

 

So now we are on 8/7 or 8/8, and I'm getting text and email alerts from best buy saying I need to reschedule my TV delivery. Which is odd, because every time I talk to someone I make it clear that I do not want this TV, please put a note on my account saying stop calling me about delivery time. Yet again, I get a notification saying my tv will be delivered on 8/13.

 

I call agin and yet again, I get transferred around, no geek can help, and I keep getting the line, " a supervisor has to fix this" yet no supervisor is reachable or maybe willing to fix it, unclear to me because my order cancelation is not resolved. I chat with an online associate 8/11 who has to transfer me to a different associate or geek, who tells me I need to talk to an "upper level geek" and he gives he the 800-433-5778 to call. I call today, 8/13 and same ordeal. I'm transferred around, back to home theatre department which I've talked to now 4-5x and yet again call dropped when they put me on hold.

 

What is the deal? Why did the associate at the Pearland, TX store say he could cancel my order when he couldn't, why didn't he call me back to say there was an issue unless he never tried. Why can't best buy cancel an order and give me my money back? Why can't I get any answers to what seems like an easy problem I'm sure you deal with all the time, cancel and refunding an order. Why is delivery still calling me to schedule an appointment on a product I've been saying for over a week that I do not want. Why is best buy still holding onto my money? Money, by the way I need to help pay for my mother's medical bills. Why is there no accountability when someone says they will do something, and they don't why can't a customer file a complaint? This has truly been an awful experience, and I know no other outlet to try and get the message to someone at best buy to help correct this wrong. If someone at best buy reads this, please reach out and help. My email is {removed per forum guidelines}.

Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

Correction, I ordered the TV online 7/31/19, not in 2018. This all just happened and is ongoing.

Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

Update, just got off phone with another geek who could not help me. He says this is all stemming from the associate form the store, changing the order to delivery from in-store pickup. He was unable to change the order type and, "esclated up the chain of command." I should hear back in 24-48 hours from a case manager who should be able to cancel the order. Several problems with this: 1) I was told this same thing about 5 days ago, no cancellation, no follow-up 2) There is no phone number or email to the "case management" department for me to follow-up. I will have to call the same 888 or 800 number to talk to a geek again who will likley be unable to help 3) the tv that I do not want is set to be delivered tomorrow 8/13 so I could skip work, get the TV and return it to the store myself. Problem with this is that I cannot miss work so there won't be anyone home to receive it and secondly I'd have to rent a truck or van (spend extra money) to return it to the store, oh but I shouldn't worry because the geek told me today they'd wave the $65 delivery fee. So I will not be home tomorrow to get this TV because I cannot miss work, and I will wait to see if this mysterious "case manager" calls me back this time, because last time they did not.

 

I'm blown away by this situation and the absolute ineptitude of best buy to handle this situation. If you are a best buy case manager, please reach out, this has entered the realm of not just bad service but total and complete obsurdity. 

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Registered: ‎01-03-2013

Re: Best Buy holding $1400 of my money hostage

Hello, aces5480, 

 

Welcome to the forum, and thank you for taking the time to share your experience, though I wish you had found us under better circumstances. I know my husband and I don't have large vehicles, so it was tricky to even fit our 55-inch TV in our car. I can imagine in some cars fitting a 75-inch TV would be quite impossible. I'm glad to hear that the store was quick to help with a resolution, offering to have this TV delivered as we do offer free delivery for TVs 50-inches and larger. 

With that said, I understand this resolution may not have panned out as expected. Admittedly, I'm a bit confused how this TV could have been scheduled for delivery if we were unable to deliver to your area, and understand that with the trouble and your mother's medical bills, you would prefer this order cancelled. I know the cancellation of this hasn't gone smoothly either. I would be delighted to look further into this to see how I may help. Please keep an eye on your inbox in the top right corner of the page for the private message I'm sending you. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

This is still not resolved or any closer to being resolved. I was told last night by an agent that the TV is still on the truck and until it is unloaded, nothing can be done. Why on earth is the TV that they tried to deliver on the 13th still on the truck 2 days later? The agent last night says they were unloading the truck last night and they by this afternoon the order should be cancelled. IT IS NOT CANCELLED! STOP LYING TO ME AND GIVING FALSE INFORMATION!!!! CANCEL MY ORDER AND GIVE ME BACK THE $1413 YOU OWE ME!!!!!!!!!!!

Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

on 8/15 the geek told me they were unloading the truck with tv I'm trying to cancel on it, and once it is off the truck and re-stocked, she would be able to cancel my order. That was a lie! Either it wasn't being unloaded or she could not cancel it or would not cancel it becasue here we are 2 days later and my order is not canceled and I still cannot cancel it online. Why do you lie geek squad, why do you keep my money? This all goes back to 8/11/19 when I talked to a geek who told me he would send my file up to a "case manager" who would resolve this issue in 48 hours or less. Well we are way beyond 48 hours, yet another LIE. NO ONE SEEMS TO BE ABLE TO RESOLVE THIS ISSUE! It's as easy as cancelling an order that was never delivered and refunding a customer his $1413. I've been dealing with this since 8/1 when I was told by the in-store associate that he could cancel my order and I'd get my money back, another LIE!!!!!!! GIVE ME BACK MY MONEY YOU THIEVES!!!!!

Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

So today I call, and same story. I'm told the order can't be cancelled until the status department releases the order? The agent tells me 3 claims have been filed with the satus department, but yet nothing. So the agent nicely calls the status department to see what the deal is. She comes back to me to say the status department told her to file another claim to release this order. WHAT? Why not just release it then when the agent called? What is filing for the 4th time going to do. By now my credit card bill is almost due and there is a charge for $1413 sitting on there that needs to go away now, because I need that money to help with my mother's medical bills. I ask how can I escalate this, where do I go from here, becasue 2 weeks into this saga, I am no where closer to resolution than I was at the beginning. BEST BUY WHY ARE YOU DOING THIS AND WHY CAN'T YOU TAKE ACCOUNTABILITY FOR THIS TERRIBLE SITUATION? Reminder this is all started when your sales associate told me he would have no problem canceling my order when he realized I lived outside of the store's delivery area. SOMEONE ANSWER ME NOW!

Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

STILL NOTHING! No one has called to tell me this issue has been resolved as promised. The LIES CONTINUE!

Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

Best buy is ruining my life. They have stolen $1413 from me, or it seems at this point they have lost it, not sure, but for 18 days best buy has failed to follow through on their commitment to do something simple which is cancel an order they could not deliver on and refudn me my money. For over 2 weeks no one at this company can give me a straight answer because if that were possible this would have been resolved already. I'm desperate to get my money back because bills are due and I have to help pay for my mother's medical bills. Why won't they just once follow-through? What other options do I have?

Member
Posts: 17
Registered: ‎08-12-2019

Re: Best Buy holding $1400 of my money hostage

GIVE ME MY MONEY BACK!!!!!!!