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| - Take some time and read through this, Its hard to believe. I would have gone with 1 star if it hadn't been for the cashier and 2 managers JR and Josh.
My son needed a new laptop for college. He and his "IT" buddies searched and searched and found a Sony Vaio on bestbuy.com. I wanted to use this purchase as an opportunity to start to build his credit.
Well, you can't do a joint application on the Best Buy website.
Monday Night Around 5:30PM - Trip #1 - we work with a cashier (the only one on duty) - who is very helpful. Very pleasant. Wish I remembered her name. Other than the constant interruptions from customers checking out, (not her fault), she was fantastic. We get the account opened and then we tell her we want a laptop that is on bestbuy.com.
Problem - making a purchase online before getting your credit card. Cashier knew how to do it and had us all set. CapitalOne will only give the number to a bestbuy employee who then places the order for us in their system. Simple. Then she had to get someone else to takeover because the line for checkout was building. Enter Brad.
Brad tells us the exact opposite. And, he is quite rude in the process nit letting us get a word in. He takes the paper that the CC# is on and crumples up in front of us saying we have to call CapitalOne. Bear in mind, we have already been in the store for 45 minutes by now. So I take the number and decide to call from home.
Problem - I call Capital One and they confirm that the cashier was right and Brad was wrong. Tells us we have to go back to the store.
Tuesday 10AM -Trip #2 - I ask for a manager and get JR. He is very helpful; very customer service oriented. He enlists the help of Jennifer - also very pleasant - and we get our order done. They trick the system by buying a gift card and then using gift card to buy computer. JR picks up the 2 day shipping for us. Jennifer suggests I track the order online. They print off the receipt and out the door we go. Receipt says expected arrival Wednesday or Thursday.
Wednesday - no laptop so I check the website. Order status says processing. I call the store and they tell me to call the 800#.. The rep I talk to says this is normal. He says processing takes time. I say how long. He says could up to 7 days. So I ask him incredulously, so people pay a $40 expedited shipping fee but delivery is actually quite nebulous? And he says yes. That makes no sense. He suggests I check again on Thursday and he opens a case for me.
Thursday - order stills says in process. I call 800#. This time the rep tells me that BB has recently updated their system and about 100 orders got caught in limbo. After about 30 minutes on the phone and her involving the "Back Office", she tells me the 2 day shipping was not paid for. I explain that the store picked that up. She has be put it on my credit card and then immediately issues a refund. She also says she is going to send me a $50 gift card for all of my troubles. No gift card yet.
Friday - I check the website again. Still in process. I call 800# again. This rep tells me the order is stuck, will NEVER ship and only option is to cancel and re-do. Which means, yes, another trip to the store.
I am done with the online folks so I call the store and talk to Jennifer. She is amazed at what has happened. They help me cancel the order over the phone and then tell me they have a computer in store with similar features. Jennifer tells me it will take about 3-4 hours for the money to show back up on the gift card.
Friday 8:30PM - Trip #3 - my son goes to BB store and Jennifer is gone but Corinna knows whole story. They process the purchase, swipe the gift card and TADA!!! - no money on the gift card. My son calls me and I get on phone with Corinna. She suggests coming back on Saturday.
Saturday 1PM - Trip #4 - my son visits the store and gets Corinna again. They go to do the purchase. Gift card shows no money on it. Corinna involves Adam. Adam is a "Back Office" guy. Again, I am on the phone but this time with Adam. He tells me it will take 3-4 days for the money come back to the gift card. At this point, I am livid. I tell Adam we are done and we want a full refund. He says to call once the money is back on the gift card and they will refund it to the BB Credit Card. I have them put my son on the phone and I tell him to politely hand the phone back to Adam and walk out. He does.
Sunday (8 days later) - my gift card is finally loaded back up. I call Adam to arrange the refund. He now tells me I actually have to come into the store to do this. Ridiculous.
Tuesday 5:30PM - Trip #5 - I get to the store. Adam is not in. No one involved is in and no one knows anything about this. I am NOT leaving this store without resolving this. I ask for a manager and get Josh. Just like JR... pleasant and customer service oriented. He is blown away by the story and finally puts an end to this mess.
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