DO I GET AN AWARD FOR THIS??? WORST DELIVERY EVER???

Question

Hold on to your hats, because this one is a doozy, and I've worked in Warehouse Supervisor for many years, and worked closely with Customer/Client services for a large computer company, so I couldn't even believe the insanity that would follow. It’s a long ride, but I may win a “worst customer service of the year” award.
11/28: I ordered a 55" Samsung TV (UN55H6203A), online, for $600 (before tax). I researched, extensively, to find a TV with great picture quality, at a price that I could afford, and this was it. After the purchase, delivery was scheduled for 12/06.
12/05 (Friday): I received a voice message -- the delivery needs to be rescheduled. Delivery is re-scheduled for 12/10 (Wednesday).
12/10: Wednesday arrives, and once again, a voice message, declaring that the TV will not be delivered until 12/17 (next Wednesday). Now, I'm curious as to what could be causing the delay.
I call the provided number: [phone]; and this time, I inquire as to the cause of the delay (I'm not including the "hold" times, but rest assured that I spent many hours on hold, during this entire mind-numbing process).
A female supervisor ends up taking over the call; apologizes for the delay of delivery, and tells me that she sees no reason why my TV wasn’t delivered. I confirm my information (this happens often), and she declares that she will try her best to get it delivered by 12/13 (Saturday), which is 3 days away. She also declared that she would call be back, same-day, to confirm that everything is good to go.
I never received that call back -- no phone confirmation, no email confirmation. In fact, the only email I received, through this whole ordeal, was the one informing me of the original delivery time.
12/12: (the day before the supposed Saturday delivery): I call again, to confirm that the TV will be delivered on 12/13. An agent answers and informs me, according to her notes, the TV was delivered on 12/06 (the original delivery date).
I assure her that it was not -- I never signed for anything, nor did I receive delivery confirmation emails and why would THEY, themselves, tell me that the delivery was re-scheduled if the status showed it was delivered. At this point, I admittedly start to show my frustration. I stay calm, but it's obvious that I'm irritated.
I asked for the supervisor that I spoke with on Wednesday, and apparently, she's not in the office (irritation rising). The agent says she needs to put me on hold again, to which, I reply: I have to get back to work, I'll call back during lunch. Still no reason as to why it has yet to be delivered.
12/12 - Lunch: I call back, and a different agent answers. A nice lady, who says that the other agent was likely confused, because the original delivery date was 12/06. She also informs me that Warehouse appears to have plenty in stock. Her system shows that, indeed, the TV was re-scheduled to arrive on 12/13 (Saturday) and I feel a little better.
She attempted to call someone to confirm, but it would seem that everyone had gone home for the day. She suggests that I call, Saturday morning, around 7-8AM, to confirm. Somewhere, in the mix, I even suggested that I’d be more than willing to do a store pick-up, if needed.
12/13 (Saturday morning): I get up early (I work night shift) and call again at 8:00AM. An agent, once again, makes it a sound as if the TV was already delivered. I immediately just ask to speak with a supervisor, because it's too early for this routine again.
I speak with the supervisor, and she assured me that she would look into the matter; and would call me back within 20 minutes to give me an update on my delivery (which, had been cancelled again). At this point, they still cannot tell me why it has not shipped, as they show to have inventory. Nor, have they been able to provide a definitive delivery date.
After waiting for 30 minutes, I fall asleep. When I wake up, I check to see if I had any missed messages; and no… no, I did not. At least they are consistent in not returning calls… good to be consistent at something, I suppose.
12/13 - Afternoon : I call back and immediately ask to speak with a supervisor -- I’m done keeping my cool and trying to make sense of any of this. Once again, the supervisor I spoke with at 8AM, is no longer there. Really? Fine. Any supervisor will do.
This is when Brandon is mentioned  -- I believe he’s the Warehouse manager… or at least, that is what they imply, on several occasions.
I never actually speak with Brandon; but I am assured that he is looking into the matter, and that he’ll call me back with an update. After trying not to laugh and cry at the end of that sentence, I hang up and decide just to go straight to Best Buy customer service -- call me cynical, but I didn’t feel confident that I would ever get that call back.
12/13 - Later that afternoon: I call 1-888-BestBuy, found my way to Geek Squad. After blowing the agent’s mind, with what I’ve been going through, up until now, she apologized and started to dig into the matter. Once again: they show status for the TV, but no one knows why it’s not being delivered.
After a couple “hold” sessions, she tells me that Brandon (the supposed Warehouse manager) is all over it, and that he’d give me a call, that day, or the following day. This time, I couldn’t help but let out a sarcastic chuckle.
12/13 - End of day: No call. I know… shocking.
12/14 (Sunday): My first day off work since Thanksgiving. I realize that it’s Sunday and that the automated answering service for Best Buy Delivery, states that they are not open on Sunday. Nice.
12/15 (Monday): I decide to call the Delivery number again, while grocery shopping, before work. They tell me that my order was cancelled.
Admittedly, this is where I start going full-angry-customer. The type that I usually laugh at, when someone pulls up a viral video, consisting of some poor soul, trying to cancel his COMCAST subscription.
I tell the agent that I never cancelled the order, but, apparently, (from what I was told) after a certain amount of days (15 days, I believe), orders just get cancelled automatically -- something, I’m sure Brandon was aware of, when he told others that he’d call me back. If the Warehouse manager isn’t aware of the 15 day time limit (especially after investigating), then Best Buy’s system is even more broken than I originally thought. In fact, at one point, I was told my TV would be delivered on 12/17 (well beyond the 15 day cancellation deadline). [shrugs]
The agent informed me that I should have received a cancellation email -- which, I did not -- and that my money was refunded -- which, also, it was not. So now I’ve gone 17 days without my $600 ($650 after tax) and without a TV that they said, twice, was already delivered. Later on, she would include, “it may take up to 5 business days for my money to return”. No the same as “your money was refunded, but I’ve heard this “5 business days” from other companies before, so maybe she meant to say that originally.
I ask when the order was cancelled, and she said 12/13… the day I spoke to 3 agents, 1 supervisor and re-assured, twice, that Brandon was looking into it. So… on the day that my ordered was cancelled, not one of these people seemed to know about it… or they simply didn’t tell me, just to be cruel. I’d believe the latter at this point.
After telling her my full story, she feels pity for me and says that I should call the 1-888-BestBuy number, to see if I could work out some sort of agreement, where I can get my TV at the price I bought it (the sale is over, and the TV now costs $150 more).
12/15 - Attempt for compensation: I call; repeat my story (more gasps and apologies) and then I’m quickly told that nothing can be done. Unacceptable. I ask to speak with a supervisor. She tells me that the Theater and Sound people (they have a lot of departments, so it may have been a different dept.) won’t even take my call, because there is nothing they can do. She also said they were in a meeting. When I asked when the meeting would be over, she said they wouldn’t take my call, either way… that I was just out of luck.
I ask to speak with HER supervisor. Explain my story to this person (gasp, apologies). I’m sent to Post Order Support, where a nice lady attempted her best to console me in some way; as it was not my fault that the order was cancelled, I was not notified that it would be cancelled, or that it was cancelled; and I was assured they had inventory, and I even offered to pick it up, myself.
She said I couldn’t get the same TV for the same price, as the TV was no longer available online. I asked for a $150 gift card, to make up the difference in price. A no-go. I simply have to accept that I don’t have my $650 and I don’t have a TV to put on top of the $100 TV stand I bought.
I asked for a confirmation number, to verify that the order was cancelled, to ensure I would be receiving my money -- I didn’t feel comfortable, taking the word of a company that said I bought something that I apparently didn’t buy; said I received something I never received; said they would call back and not once, called back; said they were looking into the matter, but allowed the order to be cancelled without ever notifying me; said they sent an email, I never received.
There is no confirmation number… I just have to take their word and wait… not accountability on their part at all. Convenient.
In my desperation to remove the feeling that I’ve just been robbed of all my dignity, the woman gave me a number to call back, and a case number to utilize, if I never receive my $650 refund. She even submitted to sending me a $25 gift card via mail -- thank God she checked my address though, because it was showing the wrong apt. number. They almost failed at delivering a gift card… I was done.
I checked the Best Buy website, and even though it says the TV is no longer available online, when I check inventory status, it shows that two stores, near me, have the TV in-store. I want to cry… I honestly do. Alas, I hold back my tears; await the return of my money; the delivery of a $25 gift card for my troubles, and attempt to erase the last 17 days from my memory..
Until then, I can’t afford to purchase another TV, so maybe in 2015, I’ll finally get one for my TV stand.

Answer 1

Hi DamianALugo,
This is just unacceptable, and if this was my purchase I would be equally upset. If an employee promises a call to a customer they should be making that call, and you should have been given an accurate explanation as to why these deliveries were being rescheduled.
The only times a BestBuy.com order would be automatically cancelled by us would be if it was set to be picked up in one of our stores, and it wasn’t picked up in a timely manner; the only other time would be if an order was on backorder for a period of time without the customer requesting us to extend this backorder.
Is there anything specific I can do to get this resolved for you? If so, post back to this thread or send me a private message with what you need. I promise to do what I can to get you any resolution you are seeking. To send me a private message click on the link in my signature.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
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