Best Buy/ Image Lab : Nothing is Gauranteed. You need to be lucky!!!

Best Buy Online: http://www.bestbuy.com/imagelab

I placed an order to develop 84 pictures on 11/26/2005. For delivery, best buy had different options including shipping to the closest store and then I picking it up. I chose that option. On the website, it was mentioned that it will take 1-2 business days if the store has imagelab or 5 business days if it does not have. Either case, in worst case scenario (5 business days), I should have had my order by 12/3/2005. It has been 3 weeks now and since I have no idea when I am going to get it or even if I am going to get it. Worst thing is that everytime I spoke to them for status, I have been given different reasons and always a new deadline. And, still none of the deadlines have been met.

I called for the first time after one week and I talked to a representative who was nothing less than rude. He told me that bestbuy does not gaurantee anything until they use the word "Gauranteed" specifically on the website. According to him, since on the website, there was no use of that term, its a non issue. He asked me to find that word on the website. I asked him to transfer my call to her supervisor. I think her name was Amanda. She was even ruder and she just said that its because of holidays and she cannot do anything. I had atleast expected best buy to give me a courtsey call or an email to notify that order has been delayed and they are working on it. When I asked that supervisor about this, she says it is against the policies of best buy to send any intermediate emails. An email will only be sent once the order was completed. But, I guess it is with in Best buy's policies to delay orders. She even said that she will be more than happy to cancel my order. After already waiting for more than a week, I thought it was not a good idea. Although, I now think I should have done that. I even made myself clear that I have already placed my last order with Best buy and she was Ok with it.

Another week passed by and since I didnt hear from best buy, I again called them up. This time I was given a completely different reason. I was told that system had an error and my order had fallen out somewhere. He even said that if I had not called him, I would have never got my order completed since no one would have ever noticed this. He then says that it will take 8 business days more to get this order completed. That really put me off. I asked him to transfer me to his supervisor (Chris). Chris was nice to talk to. He said he will talk to the lab and get it done in 3 days. I said ok since I did not have any other option.

Now, that another week has passed by, It is 3 weeks now and still have no news from anyone at best buy. All the reps and supervisor (other than Chris) had been nothing but rude. I have learnt a few very important lessons including the one that Bestbuy just doesnt gaurantee anything and its completely on your luck if you get your order. I would rather be in Vegas if I had to be that lucky. Customer service has been pathetic and I am very positive that I have placed my last order with Best buy and Best buy is going to loose more and more customers if they dont improve their customer service.

Sincerely,

C.Shah