Testimonial #113: We un-sell you that washer/dryer

Here's my whole story as written to a local newscaster, Bill Gephardt. He decided not to do the story because he didn't think Best Buy 'meant to make an error'. OK, so this is a long read-but it is the whole story. If you want to sum it up in three short words: BEST BUY SUCKS!

10/28/08

There is a huge brouhaha about some purchases made this past Saturday 10/25/08 at Best Buy. They offered a front load washer/dryer for a REDICIOUSLY low price of about $500 for both pieces. It was on the internet and confirmed in the Murray Store. My son, Matthew heard about it and immediately started calling his family members and friends to let us all know. Matthew bought a set, I bought 2 sets-one for me and one for my daughter (Linda), his father in law (Dan) bought 3 sets, his mother in law (Roni) bought a set, and his friend (Chase) bought yet another set. So, in just our little group, 8 sets of these washer and dryers were purchased. I paid cash, got a receipt and set up delivery dates. The others in this group paid by credit card, got receipts and also set up delivery dates.

Later in the day, Best Buy Cooperate figured out they made a huge error and of course, stopped honoring the sale. Well, Saturday evening, both Roni and Chase received phone calls that their order was cancelled. Dan and Matthew called the store and they said their order was cancelled. They were told this is a HUGE error NATIONWIDE and Best Buy would NOT be honoring any of the sales! Matthew and Dan called back to confirm their delivery and the delivery is still in place-so they are not sure if the items will come or not. I myself have not heard anything from them and have not yet called. I guess I am waiting to see if they will just come on Friday as scheduled or not.

So, how can this be? They offered the price, we paid the amount, and we each got receipts and set up delivery. Then hours later, Best Buy decides they should have more money for the product and changes their minds? This is NOT how it works! I have a paid receipt. I want my items. We all want our items.

10/30/08

I wrote to you concerning my purchase of (2) washer/dryer combos. In my letter, I also gave details of several other persons I know that bought the same set because the price was so incredibly low. I did talk to someone from your office, I am sorry, I did not hear the name-it might even have been you! Anyway, I have more to my story.

On Wed 10/29/08 Best Buy Delivery called me to 'confirm my delivery'. They said they would be at my house on Thursday 10/30/08 between 10am - 12noon. I explained I was originally set up to be delivered on Friday but it they wanted to come on Thursday-that would be just fine.

I stayed home and at 11:55AM I called then number on the receipt for delivery. I reached the Sandy store as that is where the delivery comes from. I was told I had to speak to Chris Winters-the manager. When I spoke to Chris, he said I had to 'get permission' from Nate-the manager of the Murray Store. I said "wait a minute here-BEST BUY CALLED ME TO CONFIRM A DELIVERY. Why didn't you call back if you weren't going to make this delivery?" Chris said he was sorry and I told him that was NOT good enough. I took 4 hours off of work-they said between 10-12, I have to be to work at 8 and I work too far away to go in and come back before 10 so I had to take 4 hours off. Now they are telling me that I need 'permission' from another person? I was angry. I told Chris to call Nate himself and to get the product delivered. Chris said he was 'in the middle' and I had to call Nate. I called Nate, told him my story. He told me the price "was not advertised in his store." I told him that was NOT true. I went into the store to find out about a washer combo that I purchased that was not working correctly. The spin cycle does not spin. So, in the appliance department-they told me about the wonderful price on the fantastic set and I should just schedule an exchange and get the better set. Because I had paid cash for the set that was not working properly-they told me to go to the Customer Service Desk and find out how to get a refund on the difference. THEY GAVE ME THE TAGS OFF THE FRONT OF THE WASHER/DRYER COMBO TO BRING TO THE FRONT OF THE STORE. Customer Service told me what a great deal I was getting and what we decided to do was since my daughter was going to purchase a set also, I would just pay the difference for 2 sets and my daughter would pay me back. We paid the difference and that is how we got to this point. Nate then tried to tell me that 'one of the employees at the store was not authorized to sell this item.' I told him I was not going to listen to that. I was in the appliance department when one of the female managers purchased 2 of the sets herself. The kid ringing up the sales is NOT the problem. Don't you dare try to make it the problem of this young kid! I would not listen to that. I wanted my delivery and I wanted it fast. Nate said he had to do some checking. FOUR MORE HOURS of calling but LONG STORY SHORT: I GOT MY WASHER/DRY COMBOS DELIVERED YESTERDAY 10/30/08. Nate wanted to know if "I was related to anyone that works at Best Buy?" I really don't see the point of this question but I do NOT have a relative that works at Best Buy. Nate then said he would call Chris Winters at the Sandy store and have my items delivered. The delivery people finally came and finished about 5:40PM.

Now, then next part of this problem. I got mine. I am happy. But, what about the other people that have not gotten theirs? The others in the group have started the process with the Better Business Bureau and the Consumer Protection Agency. Murray City Police said they would take police reports because it might be theft. Also, Murray City has given instructions on how to file for the 'Right to Assemble" and picket the store.

Is this sparking any more interest for you?

11/3/08

Just one more thing to add to the Best Buy story-Best Buy has SUSPENDED THE RETAIL CLERK at the Murray Store that rang up some of the washer/dryer sales.

So, Cooperate Best Buy makes a HUGE 'error' (so they claim) and they suspend the lowest kid on the 'food chain'???

Do you STILL think their error is just an innocent mistake?

Best Buy should not be allowed to get away with any of this. I don't see why anyone would ever buy anything at Best Buy on sale because if you buy it, they can just turn around and say "Oh, I didn't mean to sell it for THAT price." Then they can go suspend the clerk that made the sale.

This is so wrong. Every single part of it!!!

Sincerely,

Patti T


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