Warning: Best Buy.co.uk

Laz123

Would you believe it? Yesterday Best Buy sent me the Ipod after I cancelled due to it not arriving before Xmas and charged my card. That's nearly 5 weeks after the original delivery date given.

Now I don't trust their team on the phone so I wrote to them recored delivery:

Dear Sir/Madam,

Further to my letter to you dated 23rd December 2010, and your subsequent reply, I have to confirm to you your administration is utterly useless.

Your company has sent me my original order and charged my debit card for it even after I confirmed in an email and verbally on the phone that if I didn’t receive the Ipod before Xmas I wanted to cancel.

I have enclosed a copy of my original letter which outlines the incompetent saga relating to your handling of my order.

I have written to you for two reasons. The first is I do not trust anything will be properly sorted out on the phone by your customer service team. Secondly, if I have to take you to court it is best to have everything in writing.

So, I have to inform you that I do not want the Ipod as it has not only been delivered after Xmas (the original delivery date was Dec 10th) but it is nearly five weeks late. And I have bought another one before Xmas anyway.

I require you to pick up this unwanted Ipod (I didn’t sign for it, a junior member of the family did unaware of what it was) and for you to credit my account with the amount taken.

I will allow you two weeks from the date of this letter to finalise this matter otherwise I will take you to the small claims court and if found guilty your company will have a CCJ posted against it.

Regards


So I'll keep you posted as to the result.

fid1892

Have to say, we have recently ordered 2 x TV sets from them (one a couple of weeks later than the other) and have found the transactions went extremely well, including a delivery in the same sort of timeframe described in the OP.

We ordered on 13th December and requested a 19th December delivery, and it was delivered as requested, along with a call from the driver about 30 mins before he arrived, telling us what time to expect him.

Very impressed

isplumm

Laz123 wrote: »

Would you believe it? Yesterday Best Buy sent me the Ipod after I cancelled due to it not arriving before Xmas and charged my card. That's nearly 5 weeks after the original delivery date given.

Now I don't trust their team on the phone so I wrote to them recored delivery:

Dear Sir/Madam,

Further to my letter to you dated 23rd December 2010, and your subsequent reply, I have to confirm to you your administration is utterly useless.

Your company has sent me my original order and charged my debit card for it even after I confirmed in an email and verbally on the phone that if I didn’t receive the Ipod before Xmas I wanted to cancel.

I have enclosed a copy of my original letter which outlines the incompetent saga relating to your handling of my order.

I have written to you for two reasons. The first is I do not trust anything will be properly sorted out on the phone by your customer service team. Secondly, if I have to take you to court it is best to have everything in writing.

So, I have to inform you that I do not want the Ipod as it has not only been delivered after Xmas (the original delivery date was Dec 10th) but it is nearly five weeks late. And I have bought another one before Xmas anyway.

I require you to pick up this unwanted Ipod (I didn’t sign for it, a junior member of the family did unaware of what it was) and for you to credit my account with the amount taken.

I will allow you two weeks from the date of this letter to finalise this matter otherwise I will take you to the small claims court and if found guilty your company will have a CCJ posted against it.

Regards


So I'll keep you posted as to the result.

why don't you reject under dsr? look at http://www.bestbuy.co.uk/returns.aspx

Mark

Laz123

fid1892 wrote: »

Have to say, we have recently ordered 2 x TV sets from them (one a couple of weeks later than the other) and have found the transactions went extremely well, including a delivery in the same sort of timeframe described in the OP.

We ordered on 13th December and requested a 19th December delivery, and it was delivered as requested, along with a call from the driver about 30 mins before he arrived, telling us what time to expect him.

Very impressed

That's fantastic. And may I take this opportunity to thank you for taking the time and effort to tell us all how wonderful Best Buy was to you. They must have made an impressive impression on you.

But can I ask what would your opinion of them be if your, how many tvs, oh yes TWO, had not been delivered and their customer service team kept on messing you around to the extent the delivery was five weeks late?

Laz123

isplumm wrote: »

why don't you reject under dsr? look at http://www.bestbuy.co.uk/returns.aspx

Mark

For two reasons. One; I would have to pay the return delivery and I don't see why I should have to for their !!!!-up. And two; there's a part of me that wishes it will go to court and they will end up having to pay more money than just the refund and this will hopefully give them enough of a kick up their rear end to begin to sort out their service team.

Laz123

vikingaero wrote: »

Charles Dunstone, the CEO/MD of BestBuy/CPW has a very visible email address in his store magazines: cdunstone@cpw.co.uk

I guess if they screw up then he wants to know.

I sent him an email before Xmas and have never had a reply. Kind of sums up their customer service attitude.

fid1892

Laz123 wrote: »

That's fantastic. And may I take this opportunity to thank you for taking the time and effort to tell us all how wonderful Best Buy was to you. They must have made an impressive impression on you.

But can I ask what would your opinion of them be if your, how many tvs, oh yes TWO, had not been delivered and their customer service team kept on messing you around to the extent the delivery was five weeks late?

Oh dear, oh dear ! You clearly have had a poor experience with Best Buy, just as I have had an excellent shopping experience with them. Presenting both views just adds a little balance to the argument and I think another opinion (mine in this case) is just as valid as yours ....

I cannot truly answer what my opinion of them would be if I had been messed about by them, because that patently was not the case.

..... and why the need to stress the fact that there were TWO TVs ?

fozmcfc

fid1892 wrote: »

Oh dear, oh dear ! You clearly have had a poor experience with Best Buy, just as I have had an excellent shopping experience with them. Presenting both views just adds a little balance to the argument and I think another opinion (mine in this case) is just as valid as yours ....

I cannot truly answer what my opinion of them would be if I had been messed about by them, because that patently was not the case.

..... and why the need to stress the fact that there were TWO TVs ?

Absolutely spot on, you most certainly are entitled to post your experience.

shaun_from_Africa

Yet another major retailer who has an illegal returns policy with regard to the DSR's.

If the returned item is not in fully resalable condition, we reserve the right to refuse a refund or retain up to 15% of the original selling price to cover the costs that we incur in repackaging and restocking.

The DSR's (and the OFT) clearly state that the refund cannot depend on the goods being resellable, and under no circumstances is a restocking fee allowable. If the cancellation was made under the terms of the DSR's, the refund must be 100% of the initial price paid unless it is stated that a charge for collecting the item will be made.

Laz123

I've never understood why some people take the time and trouble to post their positive experiences in a warning thread.

Now there's a cynical side to me that suggests there might be an ulterior motive for doing so. This is cyberworld and as such all is not as it seems, especially within the confines of these forums. For instance one person could in all possibilities have more than one username to be used for backup purposes. And no one would know.