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Bestbuy.com unable to handle simple exchange of a defective DVD!

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Bestbuy.com unable to handle simple exchange of a defective DVD!

Old 12-30-03, 03:31 PM
  #1  
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Bestbuy.com unable to handle simple exchange of a defective DVD!

Here's my tale of woe involving Bestbuy.com and those 2-for-$X deals they've been running:

I ordered Barton Fink and Miller's Crossing a few weeks ago as part of a 2 for $20 deal only available online. Barton Fink arrived damaged, so I went to my local BB store and tried to exchange it for a working copy.

I was told that you cannot "exchange" online orders instore -- they process it as a return, and then you purchase a new copy at the current store price. The sale was only online (Barton Fink's store price was $14.99), so I obviously wasn't going to use this route. I was told to ship it back to BB.com by the in-store employee.

I called BB.com to verify this, and they said the same thing -- ship it back, and they'll ship a new one. Which I did, at my own expense, though they were supposed to reimburse me the shipping costs if I include my shipment receipt.

I shipped it back and got an e-mail message saying the DVD had been "returned". Not exchanged. My online account showed that Barton Fink was returned, and the new invoiced price of Miller's Crossing was now $14.99 (the regular price). Of course, returning one DVD in a combo deal caused the other DVD's price to jump to the normal price.

I just got off the phone with BB.com. They told me, after consulting with the floor supervisor, that they cannot process the exchange because of the 2-for-$20 deal! They cannot ship me a replacement Barton Fink without charging me full price!

My case has now been "escalated" with a trouble ticket number, and I'm supposed to hear back from them in 3-5 days.

This is absolutely unbelievable. I get a damaged DVD in the mail, pay for return shipping to exchange, and THEN they tell me that their system won't process it.

I'm in total disbelief as to their incompetence. I really had to hold back my anger against the CSR, as I know it wasn't her fault, but man, I wanted to really let them have it about this.

I'll never place a combo order again with BB.com. Their incompetence on such a simple issue is shocking.

If they actually come to their senses and fix the problem, I'll post the results. I'll give them the 3-5 days they promised, then call back if I don't hear from them.

Beware!
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Old 12-30-03, 03:45 PM
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I had the same problem with a higher-end item I bought from BB Online. Apparantly the stores can only take the item back and credit your CC. They CAN'T exchange an item for a new one.

Pretty stupid policy, but that's BB for ya!

You should have shipped back BOTH DVDs. Then they would have had to replace both under the $20 offer.

What did they credit you for the return? If they credited you the current price of the DVD, it seems to me it would have only cost you an extra $5 to get a replacement disk ($20 you spent minus the $15 they credited). Not fair, but better than paying full price.

Don't screw around with BB customer service...go to the website, find the CORPORATE E-mail and e-mail your situation directly to them...this is the way I have solved ALL my BB problems.

Last edited by Spooky; 12-30-03 at 03:52 PM.
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Old 12-30-03, 04:47 PM
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Originally posted by Spooky
You should have shipped back BOTH DVDs. Then they would have had to replace both under the $20 offer.
Yeah, if I had only known they'd pull this...

What did they credit you for the return? If they credited you the current price of the DVD, it seems to me it would have only cost you an extra $5 to get a replacement disk ($20 you spent minus the $15 they credited). Not fair, but better than paying full price.
My online credit card statement doesn't show the refund yet. The BB.com account statement is really messed up -- it shows BOTH DVDs were returned, then Miller's Crossing was purchased again, at $14.99. So the refund is only $5 plus tax, as of now. No word on the $6 it cost me to ship it back.

Don't screw around with BB customer service...go to the website, find the CORPORATE E-mail and e-mail your situation directly to them...this is the way I have solved ALL my BB problems.
I found the corporate mailing address and phone number, but no e-mail address (only the generic inquiry form). What address did you use?

Thanks for your help.
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Old 12-30-03, 05:14 PM
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Sounds like time for a charge back!
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Old 12-31-03, 05:59 AM
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Originally posted by Wapcaplet

I found the corporate mailing address and phone number, but no e-mail address (only the generic inquiry form). What address did you use?

Thanks for your help.
Send an e-mail to both of the following people stating your problem in polite, but firm words:

Susan Busch
Director, Corporate Public Relations
[email protected]

Dawn Bryant
Sr. Corporate Public Relations Specialist
[email protected]
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Old 12-31-03, 01:12 PM
  #6  
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after having some of the same problems posted on this forum with bestbuy, we decided to just go out and get a costco executive membership. if something's wrong with the dvd, i can just go ahead and get another one. so sick of the customer service from bestbuy.

Wapcaplet: hope the corporate office will resolve this issue for you.
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Old 01-01-04, 03:10 AM
  #7  
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first of all, im pissed i missed out on this deal, i would have loved Barton Fink and Millers Crossing for 20 bucks.

what you should have done was take your DVD into the store without any paperwork from BB.com and said it was a Christmas gift and it is skipping a little, is it ok if i grab a replacement and you SHOULD HAVE had no problem. this was a good week to get leeway on exchanges. of course your mileage will vary.
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