Complaint Review: Best Buy - Charlotte North Carolina

On January 6, 2010, I went to the Best Buy Store in Blakeny, in Charlotte, NC.  I placed an order for a Samsung LN52B630 Television that they offered to price match to HH Gregg's ad.  I paid in full and was assured that though they didn't have the TV in store or in the area, that it would be delivered on January 26, 2010. 

Over the next week, I received a number of e-mails saying that the TV was backordered and/or not available and that I would need to contact the store to explore options.  I proceeded back to the store and was once again assured that the TV was on its way, they just had a hiccup in ordering it because they had to get it from another region.

On January 24, 2010, I went to the website and noticed the TV was no longer offered, so I called the store to find out if this affected my order.  The representative told me that the delivery date at been pushed back to January 29, 2010.  At this point I was already annoyed for having to make multiple trips to the store and now find out that I didn't even receive notice that it was delayed.  I asked if she was sure it was pushed back, because I noticed it wasn't available on the Website.  She said she would investigate and get back to me.

The next day, January 25, I get a call informing me that the TV is no longer available and that I would not be receiving it.  She then proceeds to try and upsale me on a model that is $500 more than what I was paying, or I could buy any number of open box/display models they had available of other TVs.  I told her that I would have to come in and discuss it, but she then proceeded to say are you okay with the deal for the more expensive television, and I told her "no."

That evening I go in and talk to a sales person and manager, who keep me waiting around for about 20 minutes without letting me know what's going on.  They finally show up and tell me that they can offer me a Sony that is the same Refresh Rate, Price, and screensize.  I go look at the model and can instantly tell that the picture is inferior to the TV I had ordered, not to mention the fact that the ratings they have on the sales tags even say people are less satisfied with it.  Then they tell me the only other thing they can do is offer me the next size up for $200 more of the Samsung line I originally was buying.

I ended up getting a refund and leaving, and have essentially been prevented from getting the television I wanted because the money was tied up with Best Buy for the past three weeks and HH Gregg no longer has the TV in stock.  The only the excuse I got was that the error was out of their hands therefore they had no real responsibility for making sure that I had received what I had ordered.

So essentially, Best Buy employees are empowered to tell you that you can get what you paid for when you order it, but when they screw, can't deliver, and prevent you from taking your business somewhere else, they don't have to be held responsible?  I don't think I'll be going back to Best Buy anytime soon.