I'm getting pretty sick of BestBuy.ca right now. I ordered a video card from their site 2 weeks before christmas. I RMA'd it 6 weeks ago and I still dont have my credit. Heres the full story (sorry for the long read, wanted to include all the details I could think of):
Less than 24 hours after making my order for the card, I found the product elsewhere for cheaper so I decided to cancel. Their website states that unshipped orders CAN be cancelled. I double checked if the website said my order had shipped, it didn't. So I called their helpdesk asking to cancel my order. They say they cannot cancel at this point because it is already in the 'shipping process'. They said I had no choice but to wait for the product to arrive and then RMA it. That didnt seem too reasonable considering their website says that unshipped orders can be cancelled, and the website didn't say my order had shipped. I asked to speak with a supervisor, who apologized for any inconvenience and assured me that they would pay for my RMA shipping. It was a less than ideal situation, but I agreed, and thought that would be the end of it.
So I received the card pretty quickly, no problems there. It was right around xmas at this point and I was super busy, so I waited a few days before requesting my RMA. I can't remember if i did an email or phone request, but I was informed that I would receive an email with my RMA details in approximately 3 days or so. This didn't happen, so I called to get another RMA email. They assured me I would receive it in x amount of time, which again did not happen. I called again, asking once again that they resend the email, and eventually I did get it. Not sure what the big deal with that was, but anyway it included the RMA number, the address to send the return to, etc. Alright, fine, no problem. I can finally return my product. I shipped the product back (didn't even open the package they sent me, just put my shipping label over the old one), paid shipping insurance, and got my tracking number. The product arrived at their warehouse January 6 according to my tracking number.
I was told during my calls about the RMA email that it could take anywhere from 5-15 business days for the credit to be applied to my accound. Okay, fine. So I check 3 weeks later, still no money. I give it a few extra days and then call in. I spoke with someone who said they would submit a 'credit request escalation form' (or something to that effect) and that I would be contacted within 30 hours to advise me of the status of my RMA. Okay, fine. She didn't specify that she meant 30 business hours, I should have known better, but anyway after the 30 hours were up I called back once more to find out what was going on, getting pretty annoyed by now. The person I spoke with informed me that it was 30 business hours that I had to wait, so I would hear back by the end of the following day. She didn't tell me this, but I found out later that for some reason she supposedly submitted ANOTHER credit request form at this time. I informed her that I have a tracking number proving that they have my product, so I didn't understand what the problem was. Anyway, I wait throughout the following day (Thursday), and hear nothing. I decide to wait Friday as well, since i didn't have time to call in that day anyway. So the following Monday (over a week ago) comes along, I have the day off and figure i can wait on the phone all day if i need to. Lets get this resolved. So I call in, and a very mature and professional sounding older man looked up my information and apparently saw something which made him believe that they had my product. He informed me that it would be no later than Friday before I would have my credit. Nobody had straight out told me this yet, so I was satisfied and got off the phone.
Friday rolls around, I check my account a few times throughout the day, and got nothing. I realised there was a chance that maybe the woman i spoke with over a week ago, who resubmitted another useless credit request form, wrote a note in my account saying something to the effect of "item in warehouse" based entirely on ME saying that it was there (remember i told her that my tracking number showed it had been delivered there) and perhaps the older man had mistakenly thought this meant that they had confirmed it on THEIR end, and so simply told me I would get my money without actually looking into it. Still not MY fault, though. Anyway, regardless, I'm pretty ****ed at this point, so I called yet again Monday (yesterday). I told them I'm not getting off the phone until this situation is resolved. The woman I spoke with seemed very professional, gave me her name and employee number (Should have been taking this info down all along!), and said that she is submitting another credit request form but would also get her supervisor for me so he could further assure me that the issue would get sorted out. She said she just had to put me on hold for a minute or two and then I could speak with him. So I wait, and she comes back, saying it would just be another couple minutes if I still wanted to wait. I said yes. Another minute or two goes by, and she tells me her supervisor is on another call and will be a few more minutes but he can call me back. I said no, I would prefer to wait. Another couple minutes goes by and she comes back again, saying she doesn't know when her supervisor wil be available and assured me he would call me back. At this point it had been like 15 minutes and I didn't know what else I was supposed to do. So she reconfirmed my phone number and expressly assured me that I would hear back from him shortly. That was around 12:30pm Monday, its now 8pm Tuesday and STILL NOTHING!!!
What the hell is going on?! I dont think 8 different employees are collaborating to lie and rip me off, but why can't I get any answers? How do I handle this situation? They won't acknowledge whether or not they've received my product and all I have is the phone number for their utterly useless online support. Its been 6 weeks almost that they've had my product and im getting charged interest on my credit card now. What if they try to say they don't have my product? Im worried someone at their warehouse stole it. I paid shipping insurance, but the tracking number shows the product was delivered, so I dont think I could redeem my shipping insurance even. On top of that, basically every single agent i spoke with since the first supervisor seemed to make a point of informing me that i would NOT be reimbursed for shipping (despite what the first supervisor said)! One of them even had the balls to 'mention' that I could have just returned the item to the store (an hour away from me) instead of going through all this hassle. I'm disgusted with these people. What are your thoughts?
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