Best Buy can't find its own ass to help a customer with both hands and a Best Buy branded GPS.
So here is my issue. A few months back this
happened. Spent several months dealing with it, even bumped into an older guy that overheard me talking about my issue in a local electronics shop who claimed he was a BB exec and was appalled by my story. He asked for my contact info and swore that he would personally see to my being helped, then he asked my ethnicity after seeing my very long name, and conjectured that I must be a terrorist then when finding out where I'm from (you have no idea how it feels to my people to be called that, but I kept my composure and gritted plastic smile). I never heard back from him btw.
Flash forward a few months, I'm still a bit burnt on Best Buy, but It's December and I have a bunch of birthday and early Christmas gift cards for BB so I decide to make a purchase. I bought a 3D PC montor, mainly because it was on sale and I had a fist full of gift cards. The first one comes and has dead pixels on it. I call up BB and they send out a replacement. I take back the first one only to find out that the replacement also has dead pixels. I call them up and they send out a second replacement. The third monitor arrives and before I can take back the second one I hook up the third one and it too is defective. I call up BB and they say they are sending out a 4th one. I try to take back the second one, but since I called up about the third one before taking back the second one apparently their system won't let me take back one at a time, I have to return all the monitors in their system slated to be returned. That doesn't work for me because the way I had things set up was that I would basically use the defective but still working monitor until the next one arrived and then take back the defective one and swap them out, that way I wouldn't be left without a monitor. The people in the store just told me to hold onto the second and third one till the 4th came and then bring them back together. Ok then, so I start playing the waiting game. After a couple weeks the 4th had not come yet, which is weird because the couple arrived within a couple days of being sent out. I call up BB and they say that the monitor was sent out and I should have received it by then, they start and investigation with BB as well as UPS. Flash forward a few more weeks and a few more calls, I come to find out that BB just simply had its head up its ass and accidentally thought that the third monitor was the 4th and that they had never sent out a 4th monitor.
This is where things get interesting, it has been nearly 4 months now since this whole thing began and now we have figured out that BB never sent out that 4th monitor and I still don't have a non defective monitor. So I'm talking to a BB CSR and she tells me they can't send out another monitor. I ask why pray tell, and she explains that they can't just keep sending me monitors and monitors until I finally get one that isn't defective, cause they will lose money that way. Weird concept though, that a customer would want something to work completely as advertised and not be damaged in anyway before they pay for it. I ask what we could possibly do at this point, and this is when BB did the best thing I have ever heard them do for a customer that had been burned so hard. She said, "Listen we can't just keep sending you monitors until you get a working one, that is costing us too much. If you just drop this nearly 4 month issue and let us close out the case once in for all, we'll refund your money and let you keep the 2 defective but working monitors you have now." I was a bit shocked to hear it, so I spent the next few minutes making absolutely certain that what I heard was true and she verified several times that yes it was. I said absolutely, I can live with a few dead pixels and 4 months of hell if you let me keep the monitors. She told me that my money would be refunded and that my cards were being reissued and I could expect to get them in 1-2 weeks.
Just over 2 weeks later I call up BB and ask them about the status of the gift cards since I have not gotten them yet, and that is when a bombshell dropped. I explained the whole story to them and they began to explain to me that no the last CSR couldn't have possibly said what she did, there is no way they will allow that, they want their damn monitors back, and I won't be seeing a dime of my money back until I do. My heart sank, but I'm not one to give up easily. I spoke with the manager who basically said the same thing, but I told him to pull the call records if he had to and listen to them so he could hear his own service people tell me what they did. He said he would send it up the ladder and it will take them about a week or two to pull that information, which frankly I said was a drop in the bucket compared to the past 4 months.
Now I don't exactly have high hopes from what I'm going to hear back from them, but I'm going to fight for what's right and fair. If they get back to me and tell me to pound sand with zero compensation for the crap that I've been putting up with, is there anything I can legally do? I'm going to send my story to the Consumerist, and try an EECB if things go badly, but I'm wondering if there are any other steps I should look into. This is pretty much a last straw for me and about to kill any drive I could ever have to ever shop at BB again.
Edit: Forgot to add one important detail. Not only did they not refund my money when they said they were, but they ended up over charging me like 50 bucks for the monitor.