Yesterday I bought a new TV from Best Buy. It is a Samsung 46 inch LED LCD TV and it is completely awesome. The thing that wasn’t awesome was the buying experience.
I purchased the TV (with a Sony Bravio soundbar and some HDMI cables) online and for in store pickup. My coworker, Mike, has a truck so we were going to pick the items up at lunch and take them back to my apartment. I get an email shortly after 9:00 AM telling me my order was ready for pickup. At 11:30 we decided to head on over to pick it up. Of course, they didn’t have the order together, even though the email stated it was ready. 20 minutes after arriving to the store they start bringing the order to the front. There is no reason that should have taken that long, especially for an order that was supposed to have been ready by now. Oh well, I have my new TV, time to get it home. We take the TV to my apartment (20 minute drive from the Best Buy that actually had the TV) and take it out of the box and begin to put it on the included TV stand. This is when problem number 2 arose. The screws that were supposed to be included to attach the TV to the stand, weren’t. Not Best Buy’s fault, but annoying that I’d have to make another trip somewhere to get screws.
We decided to head back to the office when we noticed something wasn’t right. Looking at the TV it looked a bit small. We looked at the box, and sure enough, it’s a 40 inch TV. Now, I know I should have looked at the box carefully before we left Best Buy, but come on. It’s their job to hand over the correct product. The box was quite large so I assumed it was the correct TV. At this point I am extremely pissed. I call Best Buy and they tell me they will call me back. They have to verify that I do indeed have the wrong TV. They need to count their inventory to make sure I’m not a liar. About 5 minutes later they call back telling me that I do have the wrong TV (thanks for confirming what I already knew!) and that I can bring in the wrong TV and exchange it. I told them this would not be possible and that we came in over our lunch break and I would not have access to a truck. They need to deliver the new TV and pick up the old one or lose out on a sale. They were going to have to call me back. 15 minutes later they call back saying they can send someone out to deliver and set up the right TV and pick up the wrong one. They wanted to come right away but I explained I was at work and wouldn’t be home until after 5:00 PM. They said they would have to call me back. Again. They do call me back and confirm that an associate will be at my house around 5:00 for the delivery and hookup. Long story short (too late) he gets there around 6:30 and I’m hooked up and playing Heavy Rain on my PS3 by 8:00 (I had to run an errand in between hook-up time and TV enjoyment time).
I’ve long heard horror stories about Best Buy on The Consumerist and was expecting my story to wind up there. Fortunately, this wasn’t one. Yes, it was something should have never happened. Yes, it was an inconvenience to everyone involved. The bottom line is that Best Buy did everything they could to make it right and keep me a happy customer. All in all, the story wound up with a happy ending.