Complaint Review: Best Buy - Reston Virginia

I work in the DC Metro area but live on Maryland's Eastern Shore.

On Black Friday (11/28/08), I went into the Best Buy in Reston, VA to check on an advertised deal. My very first question to the sales person was if I could order the products from their store but have it delivered and set up in my home in Maryland. I clarified exactly where the house was (3-4 hours away) so there would not be the confusion that it was the Maryland closest to DC. He said no problem that he could put in the order but route it out there.

While we were checking out, the system to set up deliveries went down (I confirmed this later with other stores). He promised to call the next day when he got to work after setting up delivery and install.

No call.

I was tied up with work and wanted to give him a few days anyhow so at the end of that week, I went into the Manassas, VA store. I was told to call the Geek Squad's 800#. I did. They had to escalate it to a "DSM" who would call me back in 24-72 hours. That puts us into week 2.

Outraged at this apparent issue, I called the Consumer # to Best Buy Corporate. They were helpful but I ended up getting the same DSM response.

I called corporate back again the next day. This time I found someone helpful enough to call the store in Virginia. Seems the problem was that those items did not exist in Maryland so they just didn't do anything at all. Had _I_ not called and tracked all of this down, I'd be sitting in limbo with no way to get my products.

So, Corporate gets something set up between the VA store and the MD store near my house. We're now in week 2 of this, getting close to Week 3. The MD store calls me because, on a fluke, they have 1 unopened, never used, never left store model of the TV I ordered. I said great. BUT, they couldn't give it to me due to some strange configuration in their inventory tracking system. I suggested they just cancel my VA order and ring it up new in MD but I guess that didn't work with their program.

Next snag. The stand I ordered didn't exist at all anywhere near Maryland. So, the guy in Virginia (who evidently with Best Buy's system still has to be doing everything) tells me that he can send me a similar model that they have in Maryland. He does, I agree, I just want my stuff.

Next snag. Stand is backordered and he may have to wait 3-4 days to order. I ask why he can't just cancel the stand and order it through maryland. He does and asks me to go buy it in Maryland (this is after 4 requests for me to pick it up and take it myself which I can't do due to my car not being able to fit the stand in it...I did pick up the BluRay and cable). I told him that it was rediculous that I had to go into the store and spend more time on this. He told me I needed to "work with him". No, I don't. He screwed up the minute he told me this would not be an issue.

Week 3. I have the TV, BluRay, and cable sitting on the floor. TV was delivered (but couldnt get set up). Stand is on order through Maryland store. I've been given a date of Friday 12/19 for setup and delivery (this is after 3 days of fighting when I was given a January date first).

So, I have another automated call from Geek Squad trying to set a deliver time. This is the day BEFORE I was told they were coming. I call back and evidently it was cancelled because Maryland wasn't driving to Virginia to pick up the stand...meaning they're still seeing the original stand and not the replacement one.

I make more calls. Maryland's dispatcher called me to tell me that delivery would be tomorrow now. I'm waiting on a return call to see if that means deliver or delivery and set up.

3 weeks later. A LOT of time and effort on my part to get things set up. But wait, aren't I paying THEM?

Best Buy needs to do something to make this right and not just getting me my stuff is satisfactory at this point.

If anyone has a good address to write a letter to their corporate office, I'd be happy to do so. I'd also love to speak with a lawyer. I don't feel like I should really have to pay for this at this point. I'd love to charge Best Buy what I charge my clients per hour and watch how fast they'd owe me money.

Devin

Berlin, Maryland

U.S.A.

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