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Submitted: 1/22/2005 4:33:40 AM Modified: 4/3/2007 1:37:45 PM

After much searching, I found a Sony Playstation 2 listed as "in stock" on Best Buy's website, but only as part of a bundled package which included an extra controller and memory cards(2). I placed in my online cart and completed the purchase. I received an email within an hour stating that the items would be shipped within 3 days. I checked my email Inbox again after about another hour. I had a new email from Best Buy. This one stated that the Playstation 2 itself was out of stock and would be back-ordered. The other items included in the bundle would be shipped. I immediately called the customer service(sic) line where I found it very difficult to locate the correct combination to speak to an actual person to cancel the order. (I could back-order the product anywhere without purchasing any bundle). After several attempts, all within 90 minutes of the received "out of stock" email, I finally reached a human being. This representative told me that the other bundle items had already been shipped. This was obvioulsy untrue, but they would not cancel the entire order, only the back-ordered portion, which was my entire reason for ordering from them. I was then informed that because I was cancelling the PS 2, the other items in the bundle would now be charged to me at their full retail price (an increase of $5.00 per item). I would be allowed to return the items to a Best Buy store for a refund -- except for shipping charges -- which I would have to 'eat.' So, I ordered and cancelled, but in the end, I will be required to make a trip to my local Best Buy (my time obviously having no value what-so-ever), return the items, and be credited my price, less the shipping charges. All this occurred because their web site, which should be 'real time' and not accept orders for out of stock items without advising said status, accepted my order and 'shipped' within moments of having received said order ... oh yeah, right! Terry Chicago, Illinois U.S.A. Click here to read other Remove Rip Off Reports on Best Buy

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Rebuttal Consumer Comment Submitted: 3/31/2007 6:29:58 AM Modified: 3/31/2007 8:02:23 AM

This is S.O.P. Standard operating policy

I am sorry that this is the standard Bull *&*& that Best Buy works under. They are all a bunch of rotten S>O>B's. I would love to tell you of our experience my wife and I add with the Big Blue Box (Best Buy) in Green Bay Wisconsin. Trust me if I would have know of your Web site I would have heeded the warnings and advice of others that have had just horrible experience with Best Buy. Well here goes: My wife and I decided to take some of our Tax Return to buy us a new Washer, and Dryer. Well as usual we went to BB as we have done for in the last (9) years to buy all of our Big Price appliance items, as we have bought our (3) Desktop Computers, (2) Refrigerator, (1) Dishwasher, (2) TV's (3) DVD Player's, (2) VCR's, (3) Surround Sound Systems…. etc…well you get the picture, close to $10,000.00 over those (9) years. Things seem to go smoothly with the purchase of both of them till the arraigning of the FREE delivery that was with the package deal. But the sales person worked out the glitches an made the delivery on Wed's the 14th of February in the late afternoon. I informed the sales person that we had some serious plans made, and could they arraign it before or after the 14th. “No” was the reply that it was the only day they could make the delivery. Well ok I said, “but let's make sure it happens”. No problem was the reply; a they would call us the night before to confirm the time in the afternoon. “Great”, I said, let's do it. The night of the 13th we waited till around 9pm for their call. Nothing, no call. So I called the store a talked to the sale person that sold us the Washer/Dryer, and asked when they would be delivered. I waited on hold for over 20 minutes. Finally I called back and asked for the Manager on Duty. Waited other 10 minutes till he came on the line. I explained the situation to him; he stated he would check into this. After other 10 minutes he game back on the line. He stated that the Order for delivery was CANCELLED and that there was not going to be a delivery. Well my jaw dropped to the floor. “What the Hell was going on”, I asked, I know we didn't cancel the order for delivery. I informed him of this and said this was not acceptable and that they would need to make the delivery as promised and that we would not be available for any other day. And why the Hell had this had happen. After waiting for other 15 minutes on the phone he finally came back on with “ it will be delivered tomorrow between 4pm an 6pm” OK I said great. As I was about to thank him he hung up, without an apology of any kind, or any explanation of what was going on? Well this should have clued me into Best Buy's customer service policy of SCREW'EM AN LOSES'EM. Well as promise they did deliver the machines on time, but not with out some hassles there too. Where comes the good part: The following week my wife an I decided to buy a new laptop computer, and of course BB was having a Package Deal on a Toshiba laptop with Windows Vista installed and also with Mini mouse, and carrying case. This sounded great, and in our price arrange too. So we went into the Store and as usual we had to hunt down someone in the computer department to help us with the purchase. After finding a fresh Snot Nose Narcissistic Kid barely out of high school to help us, we decided to ask a few questions about the New Windows Vista system. We wanted to know if this laptop would be able to communicate with the other (3) computers we have in our home running Windows XP? And would it work with our Linksys Network Router System? And will we be able to share files, and to use our Lexmark Printer with this new Windows Vista, and our Network? “ Well of course it would…was his reply, with no problems. “ Well with that, and the blind trust I put in people we bought the laptop, and the extended service plan. And back home with our new toy. Well we got it home and started to set it up, and everything was going as smooth as silk till we tried to set up the Network to share files/folders with the other computers, and the printer. Now I am not illiterate when it comes to computers, nor am I an expert, but I knew something was a miss, and something was not right. Well it was late and we decided to wait till the morning to finish the setup. The following day was the Worst Frkin Nightmare I have had in 35 years (showing my age of 55) of dealing with any big business, and of course the worst day I ever had with Best Buy. I kept trying to make the Laptop communicate with the Network, and my other (3) computers. I would keep getting a Microsoft Windows Error of “not finding a Network”. After spending an hour on their web site I could find nothing, so I called them. I spent over 45 minutes waiting; finally I spoke to someone about the problem (because I thought since it was a Windows Error the would be able to help) no such luck. They said I would need to contact Toshiba about this since this was an OEM (original equipment manufacture) problem, and not theirs. “Great” Called Toshiba, nothing, this were their service person informs me that the new Windows Vista program will not work with the network, router, a printer if my other (3) computers are running Windows XP. “HOLY COW POOP”. This was Frkin Peachy. Toshiba suggested to call Best Buy to see what they can do for me, buy asking someone there if they could help set up the network to communicate with the other computers. Sounded like sense. So I did. So I called the Big Blue Box (BB) and spoke to same manager I had dealt with on the delivery problem. Wow that was the most stupid mistake I ever made. This manager was the biggest “DICK” I ever spoke to. I calmly explained the problem to him, an how I was led to believe that there would be no problem with this Laptop running Windows Vista to work with my computers, network, and printer. He told me point blank told me that his sales person would have “never would have told me such a thing”. God I was outraged, not only was He calling me a Lair but also it was quite clear that this worthless manager was not going to help me at all. I asked to speak to his Boss, (the store manager) SHE was not there. Then I asked how to get in contact with his District manager…. guess what…that's right, he refused to give me that info also stating he did not know how, an even if he did he would not give me that info, because all customer concerns, and problems are handled at the store level, and that this problem did not warrant any further attention. What a worthless piece of human waste. I asked what was the name of his store manager, at first he was very hesent, and then he gave me her name. Well for the next (4) days I spent calling the Best Buy customer service line, (what a gdamn joke this is), calling their Corp Office, calling their District office, trying to get someone to listen and care about my problem. Again No-one gave a Royal flying Rats Ass about what was going on. Only to inform me that all the customer relation problems needs are handle at the Store Level. “My God, don't they understand that here in lies the problem the Store Management and the rotten little peckerhead that sold me the Laptop. “NO>>>HELL NO”. So after nearly going to the Hospital because on my Blood Pressure I decided to give it up. Knowing that Best Buy had SCREWED ME IN THE ASS AN NEVER USED ANY TYPE OF LUB TO EASE THE PAIN. Then out of the Blue the lousy Store Manager called an gave me the lamest apology I ever heard but still would not help me with my problem only offering to send out the GEEK Squad to make my Laptop work with my other computers, an network. But of course this would cost me other $200.00 for their service. God what kind of sick joke these folks live under, what kind of CON-Game they are playing on the costumer, what kind of people believe they would have me come back an waste my money in their store after this kind of Bull*&*&. God I pray, and beg anyone reading this not to buy your need's at Best Buy, they will Lie, Cheat, an screw you up the behind so hard, that you will see stars. If any one reading this and still believes they will get good service from BB, all you will get is a Stroke. BEST BUY GO TO HELL YOU ROTTEN *&*&. Ric - De Pere, Wisconsin U.S.A.

Rebuttal UPDATE EX-employee responds Submitted: 4/2/2007 10:31:53 PM Modified: 4/2/2007 11:33:43 PM

Former Best Buy customer service employee. I agree with ya'll 100%!!!

Best Buy contracts all their customer service through a company called National Electronics Warranty (N.E.W.). The same indifference with which they treat their callers, as described above, is also shown to their own employees. I worked for the Best Buy Customer Service at the N.E.W. call centre in Great Falls, Montana. The "talk to the hand" attitude with which we were ENCOURAGED to treat Best Buy's customers was more than I could take, and I had to quit. I love people, and I simply could not continue to work there with a clear conscience. The fact that N.E.W. treats their own employees like sh*t didn't help either. Supervisory staff as well as management go out of their way to be confrontational and deliberately make the work environment unnecessarily hostile and stressful. This attitude often caused employess to take their stresses out on Best Buy customers. I feel the 'No Lemon' policy is indeed as scam, and that the Performance Service Plan is worthless because Best Buy hires too many incompetent mechanics who are incapable of getting it fixed correctly the FIRST time. Best Buy hires kids to staff their stores. These kids have no manners, are extremely rude, have no idea how to do their job, are undereducated about the Performance Plan, Replacement Plan and Lemon Policy, and they rarely answer the phone. I've attempted to make numerous calls to Best Buy stores on the behalf of customers all over the country. It is typical for every department phone line to just ring and ring and no one ever answers. I usually tried each department and let the line ring for about five minutes before finally giving up. Any excuse Best Buy or N.E.W. try to make about these matters is just a white washed stone wall. Don't buy from Best Buy and never work with or for N.E.W. You'll regret it. I certainly do. Delena - Butt Up A Rump Stump, Texas U.S.A.

Rebuttal Consumer Comment Submitted: 4/3/2007 11:10:20 AM Modified: 4/3/2007 1:37:45 PM

Different stores -different results

I suspected the young lad at BEST BUY didn't know what he was talking about so, when he tried to help me buy a vacuum cleaner I asked if the machine had a (made up word) filter. He assured me it did. I knew then to do my research at home. Later I took a computer in to add memory. When I got it home and checked it, they had not installed anything. I expected an apology but they just said bring it back. It was 36 miles to do that and not one person in the store could or would explain or say they were sorry for my almost rip off. However, Best Buy recently opened a new store in Rochester Hills and they couldn't be nicer. Purchases, repairs alike are done right and with curtesy! It just goes to show that one manager can make a huge difference even if corporate doesn't give a xx@!*x. And I have never met the manager...Thank heavens. Edw - Lakeville, Michigan U.S.A.