Best Buy, Lewisville, TX - unable to return DVD's at store for refund - DVD's were purchased online at www.BestBuy.com

# 12 for August 27, 2003

Complaints.com received the following consumer message on August 26, 2003:

From:

RE: Best Buy, Lewisville, TX - unable to return DVD's at store for refund - DVD's were purchased online at www.BestBuy.com

I ordered a total of $1,256 in DVD's on-line. 14 of them were the wrong title (my error), so I went to the local store in Lewisville, TX, to make the return so I would not have to wait 14-21 days to see the refund on my credit card. This way, the return was supposed to be immediate. I waited for 45 minutes while they tried to get their system to return my items, and finally told me their website must be down.

The person helping me, Stacy, kept the DVD's and gave me a receipt that she was in possession of my DVD's so I would not have to wait any longer and would not have to make the 15 mile trip back to the store. I asked her if I could have a call when the return when through, so she took my name and phone number and told me she would call. Lo and Behold, when I got back to the office, I checked their website and it was up. After a couple of hours, I started trying to call the store back to see what the status was and could never get anyone to answer the phone. At one point, I counted and it rang 87 times before I gave up. I even called back several times trying different extensions and no one ever answered the phone. This was yesterday. Today I started trying to call again and could not get anyone to answer. In between times of trying to call the store, I also tried to call the best buy "care line" HA! I could never get anyone to answer there, either. Finally, after waiting on one call for 14 minutes, a live person actually answered. When I told this female that I had been on hold for 14 minutes and was very upset, she asked me how she could help me. I said I hope you can help me! I said "Well, I ordered--" guess what? She hung up on me! Now I have continually tried to reach someone at the store and no one will answer. What horrible, horrible customer service! I will NEVER spend another dime at this Best Buy.