Consumer Rights - Anyone Able to Advise (re: Bestbuy.com)

29 replies
Found 3rd May 2011
Hi

I'm hoping there are some experts out there who may be able to advise. I ordered a microwave from Bestbuy.com which was not delivered on the day the DHL tracking reference said it would. That's not good but things only got worse. A few days later I checked the tracking number again and was shocked to see it said the microwave was delivered - and the signature was a surname that has nothing to do with ours or us.

Bestbuy are impossible to deal with (I'm not just saying to make my case stronger, they say they need to speak to DHL, they never come back to me, I ask them what is going on and three times I've had to start the whole process again - they ask for order number, item description, my name, address EVERY time, even though the correspondence has been given one of their Bestbuy reference numbers. I've given them these details three times in less than a week!

What I want to know is, can my credit card company issue me a credit and cancel the payment? It is impossible to keep a conversation going long enough with Bestbuy to ask for a cancellation - I just seem to start groundhog day each time.

Any advice really welcome, thanks guys.

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29 Comments

Banned

Have you spoke to DHL?

Banned

yeah - just ring your cc company and ask for a chargeback for non-delivery

Banned

and save your order number, item description, my name, address to a word doc

I would contact my local DHL depot (who are now called YODEL btw) and give them hell (not to get my parcel back, but to give the courier hell for delivering it wrongly), then Best Buy again and ask to speak to a manager or email them might be better....your contract was with Best Buy it should be them to give you a refund.

When did it say "out for delivery"?

Original Poster

splatsplatsplat

When did it say "out for delivery"?


It said "Out for delivery" on...

Out for delivery 21/04/11 09:37
and
Out for delivery 26/04/11 09:37

First one followed by "Unable to Locate"

Second one followed by "Delivered 26/04/11 15:49 DRYSDALE"

Drysdale being the signatory, there are no Drysdales here.

Original Poster

csiman

and save your order number, item description, my name, address to a word … and save your order number, item description, my name, address to a word doc


Thanks, I have all that four times in my "sent items" folder

Original Poster

The annoying thing is, I don't want compensation, I don't want retribution I simply want a microwave. That's why I ordered one. For the record I ordered it on the 18th of April. If I know I can get my credit card issuer to credit it, I'll go to a shop and buy a microwave! I just don't want to end up with two.

Banned

Lakeside

The annoying thing is, I don't want compensation, I don't want … The annoying thing is, I don't want compensation, I don't want retribution I simply want a microwave. That's why I ordered one. For the record I ordered it on the 18th of April. If I know I can get my credit card issuer to credit it, I'll go to a shop and buy a microwave! I just don't want to end up with two.


just refuse it if it arrives a few weeks later

refreshing to see you arent after compo like most these days lol
Edited by: "csiman" 3rd May 2011

Original Poster

Yes but what if it doesn't arrive a few weeks later - they still have my money and as far as DHL are concerned, it has been delivered. Or do you mean once I get the money back from my CC issuer?

As for compo, I can't get a microwave from them, compensation would be totally impossible

If you start a chargeback against Bestbuy your card company will need to investigate it which can take up to 4-6 weeks before you would receive a refund from them. They will in turn contact Best Buy and ask for proof of delivery, who will no doubt give them the tracking number and show the item as being delivered and you would lose your claim. Which is why if you do go down this route you would need to stress the emphasis on whoever you are speaking to, that the tracking details although show signed for, were not signed for by anyone at your address/delivered to your home so that they make a note of this.

It may be easier to just speak to someone ‘higher up’ at Best Buy to save any potential further hassle and whenever you call them, ask to be put through to a supervisor or manager. Have you tried contacting their customer services by email?

Original Poster

Yes I have, four times now. Each time, I start again. Last time they asked me for all the information again I said that I had supplied it three times already and it is on record under the reference number they assigned to me (which was still the email header/subject line for customer services bloke number 4). Their reply was that I had to give it to him "to comply with the data protection act and I am unable to access your account until it is received" - so once again, my Bestbuy groundhog day starts.

It seems outrageous that their chosen courier can deliver it anywhere, get anyone at all to sign for it and that is the job done in the eyes of the courier and supplier. In two weeks we have managed to get no further forward at all and that suits them just great.



.


Edited by: "Lakeside" 3rd May 2011

What was the name of the credit card company you paid with? Might be able to advise if you are likely to get a slow or swift outcome.

Original Poster

Thanks, it is First Direct (HSBC)

Banned

so, as per post #1; what did DHL say?

Original Poster

Bestbuy said they were contacting DHL. I am waiting to hear what DHL said.

Just for info, one other entry on the tracking was "Re-routed to another courier 21/04/11"

Banned

Lakeside

Bestbuy said they were contacting DHL. I am waiting to hear what DHL … Bestbuy said they were contacting DHL. I am waiting to hear what DHL said. Just for info, one other entry on the tracking was "Re-routed to another courier 21/04/11"


just ring DHL rather than wasting time with bestbuy who appear useless tbh

Original Poster

I contacted DHL (by email) over a week ago and got an auto-respond and no reply at all. I will phone them tomorrow. I am sure they will say it was delivered and signed for and they have nothing further to say.

Banned

Lakeside

Yes I have, four times now. Each time, I start again. Last time they … Yes I have, four times now. Each time, I start again. Last time they asked me for all the information again I said that I had supplied it three times already and it is on record under the reference number they assigned to me (which was still the email header/subject line for customer services bloke number 4). Their reply was that I had to give it to him "to comply with the data protection act and I am unable to access your account until it is received" - so once again, my Bestbuy groundhog day starts.It seems outrageous that their chosen courier can deliver it anywhere, get anyone at all to sign for it and that is the job done in the eyes of the courier and supplier. In two weeks we have managed to get no further forward at all and that suits them just great.



You could ask them which part of the DPA says they have to take that information (the DPA doesn't say that at all), and also ask, if they cannot access the account until after you give them the information how do they know what you are saying is true.

I had a similar problem with DHL when I purchased goods from Best Buy. I wrote to the Chief Executive at Best Buy and I was given a £50.00 credit off my next purchase.

You sure none of your neighbours are drysdales?

Original Poster

No, but I think they would have knocked on my door with it by now if there were any

Original Poster

Just to keep you informed, I spoke with Yodel (formerly part of DHL) and they were surprisingly friendly and I suppose as helpful as they could have been. Bestbuy have opened an investigation (or whatever they call it) so they advised to wait to hear from Bestbuy once that has been carried out.

Extremely disappointed to hear that although "my man" at Bestbuy told me in writing that they would be requesting an investigation on the 27th April, the Yodel guy told me they first made this request yesterday.

Still, in all this I do feel that somewhere we have a little progress.

Lakeside

Thanks, it is First Direct (HSBC)



Oh that's good to hear, FD are brilliant. Last time I had to do a chargeback with them they actually refunded my money there and then and then did their investigation. It's good to know that you have this as a back-up in case BestBuy still don't pull their finger out.

Original Poster

Glad to hear FD are good for this, they are very good generally - if only all companies were as efficient. I'm still stuck on whether I can confidently go and buy another microwave or should wait for this one. It's amazing how frustrating buying something can be made by an incompetent seller.

Thanks for all the advice so far.

I bought a Fridge freezer from bestbuy and waited 6 weeks for delivery. Cancelled the order after waiting too long then waited a further 8 weeks for a refund. They are useless.

Bought an AV receiver from them a few weeks ago though

Banned

bazzaric

I bought a Fridge freezer from bestbuy and waited 6 weeks for delivery. … I bought a Fridge freezer from bestbuy and waited 6 weeks for delivery. Cancelled the order after waiting too long then waited a further 8 weeks for a refund. They are useless.Bought an AV receiver from them a few weeks ago though



lol indeed. . . I bought a galaxy tab from them last Saturday for £149. . . . . Couldnt resist!

Original Poster

Another response from Bestbuy:

Thank you for your email.I have chase DHL this morning and they have … Thank you for your email.I have chase DHL this morning and they have advised they are still waiting for confirmation from the delivery driver as to where the microwave was left.



According to the very same guy who wrote that, they asked last week and were told they would have an answer from DHL by yesterday. DHL tell me Bestbuy first contacted them yesterday.

I am going grey over a microwave, life shouldn't be like this!

Original Poster

So much for getting an answer from DHL by Tuesday, still no answer from Bestbuy today (Friday). If it has to wait till Monday that will be three weeks from the date I ordered the damn thing!
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