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BEST BUY ONLINE WARNING


mrvegasd

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Last night (Thanksgiving) I was able to order the Kodak C360 online for $129.99. I received an order confirmation and an email confirmation stating the camera would be shipped between 11/30 and 12/2. As a result I didn't purchase one while at the store this morning. At 9am this morning I received an email saying my order has been canceled because they were out of stock!!!!!!!!! After talking to a so-called customer service rep, I was told that it was a system error and there was nothing they could do even though I had received confirmations!!!! The rep said he'll forward the complaint to the next level and I should get an email in a couple of days. What a joke! If it was not meant to be ordered online, they should have made sure you couldn't order it - don't send an email the next day - especially after all the other good camera deals from other retailers are all gone! Extremely disappointed in Best Buy.
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I just received this form letter response.

 

 

Thank you for contacting Best Buy about BBY01-9840xxxxxx. I'm Mary

with Customer Care.

 

We regret to inform you that the Kodak-EasyShare 5.0-Megapixel Zoom

Digital Camera-C360 was cancelled due to this item was for instore

purchases only.

 

We apologize for any inconvenience this has caused.

 

We look forward to your next visit to one of our stores or to

BestBuy.com. Please do not hesitate to contact us with additional

questions or concerns.

 

Best Wishes from Best Buy,

Mary and the Customer Care Team

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You should definitely pursue this matter... It is not your problem this was not available online... Completely their fault and they should honor it... Don't take no for an answer... If the camera is all sold out they should offer a similar replacement camera or at least a raincheck.
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If you didn't have to do anything out of the ordinary to get it into your cart, I'd keep pursuing it.

Absolutely. I hear that some people may have kept hitting buttons until they were able to order the instore items online, good for them. But if you merely clicked on an item and were permitted to purchase it and received confirmation, then you have a great arguement. Your argument is stronger since it seems that some people did the same thing and will get the items.

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I just received this form letter response.

Thank you for contacting Best Buy about BBY01-9840xxxxxx. I'm Mary

with Customer Care.

We regret to inform you that the Kodak-EasyShare 5.0-Megapixel Zoom

Digital Camera-C360 was cancelled due to this item was for instore

purchases only.

Best Wishes from Best Buy,

Mary and the Customer Care Team

 

That's just sad. Is "Mary" related to Hal or is she offshore? "...was cancelled due to this item was..." isn't even proper English.

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Here is yet another email response from Best Buy:

 

Dan,

 

Thank you for contacting Best Buy about BBY01-98406xxxxxx. I'm Mary

with Customer Care.

 

We understand your frustration that your order was cancelled.

 

We apologize again this was for instores only and not online. We regret

we are unable to honor you a compariable product at the same savings.

 

Thank you for sharing your comments with Best Buy. Please do not

hesitate to contact us with additional questions or concerns.

 

Best Wishes from Best Buy,

Mary and the Customer Care Team

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Here's my response - doubt it will do any good. Does anybody have any suggestions as to who I should contact?

 

This is not aceptable. If it was in store only, why was I able to order it online? If Best Buy made a mistake by putting it online, then they should honor the sale - especially since Best Buy emailed me a confirmation of the sale. I passed up other great camera deals because I was under the impression that a confirmed order is just that - a confirmed order and an obligation to provide the product. To cancel it the following day and basically just say sorry is unbelievably poor customer service. I would appreciate a response and I would like a contact name and number of the customer service supervisor.

 

Thank you,

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Wow, I wasn't able to get it online last night, I wasn't able to get it in store today either after waiting outside in 13 degrees with a windchill of 5 below 0. Which ended up being a blessing, because they were scamming in my opinion, you needed all these accessories that they were selling for $95 more which was a real surprise PLUS you needed a memory card. Go figure. I ran to Walmart, got the EasyShare Z760 6.1 for $199 including everything but the memory card which ended up being just $14 more. So, I did actually come out ahead in the long run, and boy was it a long run! Good Luck and good riddins to Best Buy, I'll never go there again, so unorganized and rude...horrible service, just a waste of time.
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Easy solution... don't offer these deals online. You want a killer deal on a

camera, wait in line with everyone else.

 

Of course, it's too late... and since they gave you confirmation, they should

honor it. Then next year, don't put anything online.

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Wow, I wasn't able to get it online last night, I wasn't able to get it in store today either after waiting outside in 13 degrees with a windchill of 5 below 0. Which ended up being a blessing, because they were scamming in my opinion, you needed all these accessories that they were selling for $95 more which was a real surprise PLUS you needed a memory card. Go figure. I ran to Walmart, got the EasyShare Z760 6.1 for $199 including everything but the memory card which ended up being just $14 more. So, I did actually come out ahead in the long run, and boy was it a long run! Good Luck and good riddins to Best Buy, I'll never go there again, so unorganized and rude...horrible service, just a waste of time.

You don't NEED accessories, they're just a plus. Ten bucks they were just telling you that to get you to spend more.

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Here's my response - doubt it will do any good. Does anybody have any suggestions as to who I should contact?

 

This is not aceptable. If it was in store only, why was I able to order it online? If Best Buy made a mistake by putting it online, then they should honor the sale - especially since Best Buy emailed me a confirmation of the sale. I passed up other great camera deals because I was under the impression that a confirmed order is just that - a confirmed order and an obligation to provide the product. To cancel it the following day and basically just say sorry is unbelievably poor customer service. I would appreciate a response and I would like a contact name and number of the customer service supervisor.

 

Thank you,

I think that response is pretty good for now - see what you get in return.

 

My question is: Did the page you ordered from say "in store only" or anything like that? If it did not, then I think you have a much better case. I don't know what the language is in the confirmation letters or in the official policies about the cancellation of orders, but - it would seem that if this item is for in store purchase only, they should not have confirmed your order. It is one thing for the order to go through and not be rejected. For a confirmaton letter to be sent would seem to be a second act which would only be sent out after they check and confirm all of their parameters. Did they ever charge your cc, even if you got a credit back later?

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Just to clarify - I did nothing out of the ordinary. The website did not say it was available only in-store. Normal transaction and confirmation - until the cancelation came at 8:53 am - over 12 hours later.

Then I would be quite pissed. Become a thorn in their side until you get what you want.

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