Best Buy cancels orders, angers customers
Some customers are finding out that the orders they placed way back on Black Friday will not be filled.
This post comes from Jeanine Poggi at partner site The Street.
The consumer electronics retailer is dropping the ball on some Black Friday orders, with shoppers complaining they have received emails over the past week from the company saying their orders have been canceled.
"We had ordered and (received confirmation) for a Holiday Bundle from Best Buy's Web site. We received a confirmation on the purchase and an expected shipping date," says Scott Mitchell of Ridgefield, Conn. "On Thursday of this past week we received an e-mail informing us that the order was being canceled."
Best Buy's online customer service forum has become a hub for shoppers complaining of similar situations.
"I placed two orders for the Fujifilm AX-350 on Black Friday for $50 each. They have been back ordered up until today, one week before Christmas and now they are cancelled. I called up to inquire and they stated that there was nothing that they could do," "Jcar" posted. "This is ridiculous that Best Buy waited until this late in the season to cancel the order and offers nothing in return. Now I need to try and find something to replace these items. Poor customer service, especially considering that I spent over $250 on other orders. Don't think I will shop here again."
It does look like Best Buy is attempting to rectify some of these issues. Post continues below.
Mitchell received an email Monday evening after several attempts at contacting Best Buy's customer service:
I realize the cancellation of your order was absolutely untimely and I can understand why you would be upset ... Upon pulling up your records here it is evident that you have been an exceptional customer of ours over the years and I we truly do appreciate that. Although we value every customer and will go to great lengths to gain and retain their business, your level loyalty does earn special consideration when unfortunate circumstances such as these arise.
Best Buy is offering Mitchell a gift card to go toward a replacement, but is not offering an outright replacement of the same bundle and the gift card would not be received until after Christmas.
Best Buy emailed this statement regarding the problem:
Due to overwhelming demand of hot product offerings on BestBuy.com during the November and December time period, we have encountered a situation that has affected redemption of some of our customers' online orders. We are very sorry for the inconvenience this has caused and we have notified the affected customers.
But this doesn't seem to be a new problem for Best Buy. Brad Wilson, who runs the deals site Bradsdeal.com and BlackFriday2011.com, says the company is not reliable to deliver on great deals.
"We have come to expect something like this when they promote aggressively," Wilson said.
Best Buy was particularly aggressive when it came to Black Friday discounts and promotions this year after dropping the ball in 2010.
The company's doorbuster deals, which rivaled that of discount giants like Amazon, Wal-Mart and Target, were praised by analysts, who expected these sales coupled with a midnight Black Friday opening to propel third-quarter results.
But Best Buy failed to deliver to investors as well, reporting last week a 29% plunge in third-quarter earnings, with gross margin falling by a percentage point.
The discounts ultimately pressured the bottom line and did little in the way of revenue, with same-store sales up just 0.3%.
Best Buy shares were up 1.8% to $22.97 in afternoon trades. Year-to-date, the stock has lost more than 30%.
More on The Street and MSN Money:
Sounds like a bait and switch action just to get customers in
their store on Black Friday, hoping they would buy other items..
Could be this move to cancel orders was planned long ago...?
Gee, sounds like the people at the top of the food chain saw these would cut into their profits TOO much, so they decided to cancel the orders.
Predictions: Best Buy will suffer. Sales will go down. Profits will go down further. Top fat PIGS will decide they will have to lay off 10,000 workers to prop up the bottom line.
CEO gets a big fat BONUS for turning the companies profit problems around.
This new news?
I have not shopped at Best Buy for well over a decade. Somehow, they got a reputation for being a place to get the latest in electronics. The truth is, the place is a rummage sale of the oldest crap on the market. They are always one step behind
They have always had a proud reputation for the worst in customer service. They are simply sticking to their fundamentals.
If the ad stated "limited quantities," in boldface type, then Best Buy is off the hook. However, if there are the three elements of Time, Consideration, and Money has changed hands, then Bestbuy, if they do not deliver, may be breaking the law.
Whatever the case, make your customers happy by going beyond even normal and reasonable consumer expectations.
Cyber Monday sale on a Gateway laptop was to be a Christmas present. Found out yesterday, that Best Buy, a Minnesota company, headquartered in my backyard, has no intention on filling this order. How many sales have I passed on thinking that this was to fulfilled? Why should I support this company when they do not follow-up on their orders?
Definitely going to contact the Better Business Bureau as well as the Attorney General for false sales practices.
Buy MN - just not Best Buy - let them become the next Circuit City.
Don't worry. They'll be gone in a few years. Amazon will destroy them.
I understand getting upset at best buys policies, they arent really that great in some regards I know because I am an employee. Everytime we look at our new ad for the week we can see quite a few things that we know for a fact we dont have and we know we are going to get yelled at by customers but we cant do anything about it. Its our corporate office that has the blinders on to the world not us, they rarely ever spend times in the actual store unless its to come in and tell us what they think we are doing wrong and its fricking annoying because. I myself have been an employee at best buy for over 6 years and I havent gotten a pay raise in 4 because ive been at my pay cap and a raise just isnt in our budget not to mention our insurance and benefits increase now I know I know you customers out there dont really care I mean what does any of this have to do with you getting your way but really think about it if our own company doesnt care about how we support ourselves and live our lives then why on earth would we be worried about you getting what you want...
Aahh the holidays always brings out the best in people and companies. Best Buy lured these consumers to make a purchase on black friday because of amazing discounted door buster deals, only to cancel those prices and deals when it came time to deliver.
There should be something that can be done to force Best Buy to honor what they promised their PAYING consumers....
Not Honoring their promise is just BAD BUSINESS!! We should call them "Best Lie"
I have suffered the same fate as those in the article. Ordered a laptop on 11/28, received an initial notice it was backordered, then another notice on 12/12, so called today and was told it was no longer available. I wonder when/if I would have been notified had I not called?!
I was hesitant to buy from BB to begin with; I hate that freakin' store! I will NEVER do business with them again and will be sure to share my experience with everyone I know...
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