Case of the Disappearing Order

Hello Best Buy,
I"m a member of the Slickdeals community (slickdeals.net). On Sunday, April 19th, I attempted to order the
Toshiba Satellite 14" laptop - intel Core i5 - 6GB, ( "Toshiba Satellite E45 Laptop (E45-B4100) on sale for $399.99. Shipping is free or free store pickup is also available" ). I applied my mover's coupon code and the remaining balance on my Best Buy gift card, which lowered my total cost, including tax, to $345.09. I made this purchase through my iphone as I often do to make online purchases. I did not receive an immediate confirmation e-mail (and checked my junk/spam folder). After a short while, I went to bestbuy.com from my desktop and spoke with an online chat agent. I informed her that I just made an online purchase of a laptop and wanted to verify the order was received and to provide me a confirmation since none had come to me as of yet. She/he informed me that sometimes those confirmation e-mails take up to 24 hours. Okay, I thought. He/she assured me that my purchase was made and that the item was awaiting pick-up at a location not far from me (probably my chosen store). I was surprised, as the laptop came with free shipping to my home and I didn't recall selecting in-store pickup. Nonetheless, I figured they had some in stock and i could just pick it up in the next couple days. The representative even provided me an order confirmation number. I thanked him/her and was relieved that the order was complete. Later in the week (last week), I almost stopped by the store to pick-up my laptop, but it's a good thing I did not. When I came home that evening (4/21/15), I went online and saw that I had still not recieved an e-mail purchase confirmation. Even more troubling was that I saw nothing in my order history indicating that a laptop purchase had ever been made. I immediately contacted customer service via your website e-mail contact method, and this is when the madness and frustration began. I have a string of e-mails which clearly illustrate the callous and indifferent approach BB customer service representatives took in handling my concerns. They claimed I had no such order based on my e-mail and name. The back n' forth was stressfull and unproductive. We were getting nowhere fast. I finally revisited online chat to see how they could reconcile telling me one thing and my online account showing quite the opposite. The online chat rep was very helpful and understanding, but she did confirm there was no order to be found. The only thing she found that she felt could have explained the previous chat rep's statements, was a BluRay dvd I had ordered. I explained to her that an item I purchased months ago and picked up already. Anyone paying attention and doing their job properly would not confuse the items. She agreed and did make comment on the back and forth nonsense I experienced with the customer service group who e-mailed with me. She stated: "I do aplogize for that -- I keep seeing that they are sending you the same generic response over and over. " In the end, no order ever went through? How is this possible? I asked customer service if they could honor the price that was advertised due to what could have been a server/transmission error (snafu). Again, customer service group responding to my e-mails ignored the request, just providing me generic form responses. It's been a week and I had to put it to bed for awhile, but I'm livid that this happened. I think a company like Best Buy should handle situations like these more efficiently. Had someone provided me with the right information from the get go, I believe I would have had ample time to correct for any server or technical roadblock and place my order before the price hiked up once again. Instead, I'm out of luck. And, of course, there's a bad taste in my mouth. The bad taste is getting worse, because all of this occurring on the heels of a previous bad in-store customer service experience that resulted in a $50 gift card given to me for the poor treatment I received. At thist ime, I simply want the computer at the price offered with my applied discounts. I have plenty of documentation and screenshots (previously provided), which I can provide someone here should someone be willing to hear me and champion my concerns and situation. Thank you in advance.

Hello andrewjkasten,
It's good to hear from you again, although I truly wish it were to share a more pleasant experience than when we previously conversed. It is always great to keep an eye on sales however you can so you don't miss them! I'm sorry to hear a technical issue may have caused your order to not reach our systems and missing out on a great sale price!
Using the information you registered with the forum, I've sadly been unable to locate your computer order. With that said, I would like to look further into this and am sending you a private message to gather the necessary information. I look forward to your correspondence!
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

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quote:
Originally posted by:
paddie_ooo
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I don't know if version 3 will be any better, but I have my
doubts. I am totally embarrassed about my failure to be able to
complete this project on time for my client due to all of these
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and provide a high-quality end product is crucial to my continued
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quote:
Originally posted by:
paddie_ooo
Hi geekygURL:
Several folks on our team have had the same issue. The files
simply will not open... or the file appears but shows as 0 slides
and 0kb in size. We're also working from c:// ... with 400G+ of
space... and using std naming convention for files (no special
characters etc).
Unfortunatly, missed deadlines and extra non-billing hours
will result in staffing issues and different purchasing decisions
in the next fiscal year. Some folks are saying ... why did Adobe
drop the "R" when they released Captivate2.
Is Captivate3 really going to be any better? If so... how
about a free upgrade for all of use who suffered through
Captivate2? It's really tough to justify the expense of Captivate3
to our bosses when all they have seen are the problems with
Captiavte2.

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Hello Brie
I apologise for not replying sooner. I've been away.
I tried your suggestion but it didn't make any difference.
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Stange!
I think it is a bug in the program.
Anyway, thanks for the reply
Regards
JN

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