Dream kitchen hopes shattered because of special order purchase

My wife and I have been saving for a long time to build a kitchen of our dreams. We finally saved enough money to put our plan in motion and start the remodel project over Labor Day. In our extremely tight budget we planned for a new refridgerator. We were pleasantly surprised to see that the Baxter MN store had a sign (all appliances on sale) we noticed when we were picking up supplies in the area. We stopped in to look at refridgerators and microwaves only to be dissappointed that white appliances were not stocked in the type of fridge that we wanted.White was our only choice because we have a newer white convection oven that we paid $1300.00 for a few years back. The sales person said that we could order the preferred fridge in white but it would take about 3 or 4 weeks to get it.We placed the order and purchased a new microwave to be delivered on Sept 24th (removed per forum guidelines). On Sept 2nd I received an e-mail that the order was delayed until the 26th (which wasn't a problem). On September 26th I received another e-mail that said the order was now delayed until Oct 10th then shortly after that I received an e-mail that said the delivery was scheduled for Oct 15th. On October 11th we stopped by the Baxter store after we picked up our special order cabinets from a local home improvement store because we wanted to pick up our microwave and get it installed during the cabinet installation only to have the customer service person tell me that it wasn't available until the 15th. This was a stock item when we purchased it! Yesterday I checked on the order and confirmed that it was going to be delivered over the phone and everything was still sheduled for today the 15th. In the afternoon I received a call from the store stating that the order was delayed yet again until the 31st (and he couldn't be sure if it would be delayed again)! OK here's where I stasrt to get mad. You have been sitting on $2200.00 of my hard earned money for nearly 7 weeks and all you have done was delayed the project for me! I told the person on the phone that this was unacceptable and all he could do was tell me that I could come in and pick out something else or cancel the order. Knowing that only stainless steel appliances were stocked I told the person to cancel the order and refund my money ASAP so I could find another store and make the purchase. I received a call back and was told that since I paid with a check that it would take longer to refund my money because Best Buy would have to pay me by check. Are you serious! You have been sitting on $2200.00 of my money for nearly 7 weeks and now I have to wait up to 10 business days to get a refund and on top of that the bank is going to hold the check for up to another 10 days before they credit my account!!! In the mean time I have a kitchen wall that I can't set cabinets on because I don't have any fridge dimensions and my wife and I are eating out of boxes! I can't express how dissappointed with your company I am! One way or the other Best Buy needs to find a way to fix this! If I don't get any resolution I will be sending long detailed letters to Hubert Joly (CEO) and Mike Mohan (Cheif Merchandising Officer).

Good afternoon jsimp,
After reading through your detailed post, I can understand why you would be so disappointed with this abysmal experience. To wait so long to start a remodeling project to have this experience with purchasing appliance would certainly be frustrating.
Using the order number you provided, I was able to review it and the history of delays. Presently, I see that the Baxter, MN store will need to tender this refund via their system. That being said, per our Return & Exchange Promise, your refund would be in the original form of payment. In your case, you would be issued a check, which can take up to 10 business days.
I can understand how this may set you farther back with your remodeling, and so I am reaching out to the store for what options we may have. As soon as I have more information for you, I will make sure to reach out to you right away. If you have any questions in the meantime, please feel welcome to let me know.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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There is a product I am looking at buying and while I don't see it available on bestbuy.com, I do see other products from the same company available. Is there a way to special order it through Best Buy? If so, how would I go about getting that done?
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Hello DCRSC1-
We appreciate your curiosity in purchasing this product through Best Buy! We are always interested in knowing the technology that our customers are looking to buy.
Regrettably, we do not offer a service to purchase products that are not listed on BestBuy.com or available in our stores. Given that this product appears to be for the Xbox 360, it’s not likely that we would carry this item at any time in the future.
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Report to police along with serial number. Change all your passwords.
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Apple Product Lost or Stolen
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========
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Dream kitchen hopes shattered because of special order purchase

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