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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.

By MSN Money Partner Dec 20, 2011 3:28PM

This post comes from Jeanine Poggi at partner site The Street.


The Street on MSN MoneyBest Buy may be responsible for some empty stockings this holiday season.


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 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 and, 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:

Dec 20, 2011 6:38PM
Best Buy will follow the path of Circuit City.  
Dec 20, 2011 11:07PM
What I find so bad about all of this is their commercials that are on t.v. Show the mom's putting down Santa, (which I think is stupid of  best buy) And now they can't deliver the goods) Best Buy shot themselves in the foot twice. I guess that is what you get for knocking on Santa
Dec 20, 2011 6:51PM

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...?

Dec 21, 2011 3:46AM
Best Buy has been cheating customers for years. My experience was: I went in too look at a washing machine, it stated a price taped to the front of the machine that I wanted, the salesperson went to see if they had it in stock.  Few minutes later as I walked around the store waiting on the "salesperson" to return, he stated that they did not have it in stock, however, at that time you could see that they did have it in stock on the website, they had three. I told him that the website stated there were three at THIS store and to please check again, he went to the back room, just past the door and stood there, never going any further than just inside the door. While he was standing there he was telling his co-worker and I quote, "This MF'er wants that washing machine that I don't make $h*t off of on commision, I told him that we were out of stock." I heard this with my own ears. So off to the manager I went, he was over "helping" a lady with a small appliance. When he finished with her, I approached him and asked him if he had any of these washing machines in stock, he went over to a pc and checked and told me as I stood there that he had "three" in stock. Well at that time the other "salesperson" came around the corner, nd the manager directed me to him, i then told him that he had already told me that this washing machine "was out of stock." This guy stood right there in front of me and the manager and told the manager that he never said anything like that!!! I could not believe my ears, I about lost it right there. The "manager" then proceeded to tell me that I probably just misunderstood him, I told them to shove that machine up their a$$ and left the store, and I will never shop there again, I don't care if they are giving away stuff, I will not step foot in the parking lot..I tell everyone I know not to shop there, and told family members that if they buy me a gift from there to take it back, I will not accept it, in no way do I want to patronize this crappy company.
Dec 20, 2011 6:56PM

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.



Dec 21, 2011 2:21PM
I hate the Santa ads too. The ads are just awful. Poking fun at Santa is one thing but trying to humiliate a beloved figure is just malicious. It is a snap shot of where we are as a culture, vengeful, petty, and envious!  I don't shop at Best Buy because usually they are NOT the best buy and look they can't do they job they are trash talking Santa for.
Dec 21, 2011 7:27PM
I had an issue several years ago with a defective device (SONY CAMERA) still under warranty, best best held for 3-4 weeks and finally shipped it out for repair, by then it was no longer under warranty, and it was refused a free repair..  they actually quoted me a price more to fix the camera  than  I paid for the camera, which was over $200.00... (over $400 for repair) I have been a worsebuy believer since then!    If I remember correctly Sears had a similar issue years ago...     These companies may say "We  are sorry", but come on...   it's our own stupidiy for us to go back..  WE AS AMERICANS MUST AT LEAST START TO SAY "I AM FED UP" and will not shop here anymore"  They will squeeze us for every penny they can !!  WAKE UP AMERICANS!  WE CAN STOP THIS CORPORATE ROBBERY, We just have to do it  STOP BUYING ANYTHING FROM BEST BUY, even if it costs you $20 more...
Dec 20, 2011 10:05PM
I quit shopping best buy when they started dissing Santa in their ads.
Dec 20, 2011 8:26PM

You're surprised?


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.

Dec 20, 2011 7:14PM

Retail U.....


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.Gift with a bow

Dec 20, 2011 8:00PM

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.

Dec 20, 2011 7:13PM
I stopped shopping at Best Buy years ago due to terrible customer service and employees who didn't give a damn.   "It's not my department....."  
Don't worry.  They'll be gone in a few years.  Amazon will destroy them.

Dec 21, 2011 9:56PM

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...

Dec 20, 2011 11:12PM
I have been in Best Buy one time and quickly figured out what they are all about.  It has amazed me that Best Buy has stayed in business as long as it has.  Customer service is not something they understand.   Just shop somewhere else.  Problem solved.
Dec 20, 2011 7:30PM
I have been buying from Best Buy for years.  In fact his is my second time earning the Silver Premier status (spending $2500 in two years) and a few gifts from doing it a third time.  I took advantage of their early Black Friday deals online and got the gifts I wanted, but when I purchased a GE electric range on Cyber Monday things were a lot different.  I had to pick a delivery date and the earliest was 12/14 but i didn't mind since the purchase would guarantee another Silver member status.  However, after taking off early to be there for delivery, they never game and called 2 hours after the delivery time to tell me "You delivery will be on the 15th at 4:30 to 6:30pm".  They didn't apologize for being late, they didn't even acknowledge that they were.  They just gave me another time.  So I took off early AGAIN and 3 hours after the delivery time I get a call stating that "they got really behind and someone front the store will call me and set up another delivery time in the next 15 minutes".  Call did not come that night.  All of the next day went by and I called at 7pm and asked to talk to the warehouse.  A guy answered and I explained my situation and he said, "i'm calling 4 customers today that didn't get deliveries.  AFTER i reschedule with them, I will call you back in 20 minutes."  No call 20 minutes later.  NO CALL in the past 3 DAYS.  So i called customer service and cancelled my order.  I will look for other companies to buy from.
Dec 21, 2011 12:43PM
What a surprise!!! First they make cruel commercials that "Santa" gifts can't compare to their store items and now this. May be they need to contact Santa for help.  I'm sure Best Buy is on Santa's  naughty list. Way to go "Worst Buy", My family and I think you need to apologize to Santa and your customers who think you suck.
Dec 21, 2011 12:26AM

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"



Dec 20, 2011 6:47PM
I stopped doing business with Best Buy a NUMBER of years ago. At the time, their attidude appeared to be: "So what, we'll still be doing business with everybody else." That's fine with me. I wonder, with such poor customer service, how long they'll still be doing business. My recommendation to EVERYONE doing business with Best Buy is: Don't ever waste your money on their extended warranty, and don't believe a word from their sales staff.
Dec 20, 2011 6:50PM

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...

Dec 21, 2011 11:33AM
That's why I don't shop there!  I never did really trust them.  I think a nationwide boycott would be in order!Devil
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