Thoroughly Disappointed By your lack of understanding!!

Question

Dear Sirs, 
On September 4th this year my Partner, Anastasia and I went to your Champaign, IL Store on Prospect Ave and we specifically asked for a Color Laser Printer that had Duplex facility, we were sold an HP Laser Jet Pro 200, which does not have Duplex but was Color. 
This is after the sales assistant tried to sell us a big clunky all in one printer that was Ink Jet, not Laser Jet! 
We phoned up the store this last weekend as we had been out of the country for nearly three months, and returned to set up our home office, only to find what we had been sold couldn't do what was requested of it. The Manager Brian said to bring it back and they would replace it for something more in line with what we requested. 
I went back to the Store this past Monday Dec. 9th and took the printer to customer services, which took nearly 45 minutes to sort out what I wanted, The girl refused several times to contact Brian, the manager to verify that I was allowed to do what I had asked to do, return the printer and exchange it for one that was Color, Laser and Duplex! Not very good customer service I'm afraid!! 
I was Sold a Brother HL-6180DW Printer, telling me yes it was Duplex/Color and had a large paper tray (Not something I'd requested) and printed quickly (Again not a specific request), and it was not available in store so could not be demonstrated! She set up a shipping order for it, it arrived yesterday, very quick delivery! 
BUT WE HAVE A MAJOR PROBLEM HERE! 
The Printer is Duplex, a Specific Request, BUT IS NOT COLOR!! 
I am contacting YOU, Customer Support as I can no longer deal with your store. It took me a Cab ride and $20 to get the printer there last time, I will not return this one the same way! 
I have returned the Second Printer the Brother HL-6810DW 
Tracking Number: {removed per forum guidelines} 
At the request of Anastasia {removed per forum guidelines} , this notice alerts you of the status of the shipment listed below.
Tracking Detail
Your package has been delivered.
Tracking Number:
{removed per forum guidelines}
Type:
Package
Status:
Delivered
Rescheduled Delivery:
12/19/2013
Signed By:
KELBLY
Location:
Dock
Delivered To:
FINDLAY,OH,US
Reference Number(s):
{removed per forum guidelines}
Service:
UPS Ground
Weight:
32.20 Lbs
Shipment Progress
Location
Date
Local Time
Activity
Findlay,
OH, United States
12/18/2013
 2:48 A.M.
Out For Delivery
12/18/2013
 2:03 A.M.
Arrival Scan
12/18/2013
 1:43 A.M.
Delivered
Columbus,
OH, United States
12/18/2013
 12:01 A.M.
Departure Scan
Columbus,
OH, United States
12/17/2013
 1:22 P.M.
Arrival Scan
Indianapolis,
IN, United States
12/17/2013
 10:22 A.M.
Departure Scan
12/17/2013
 12:49 A.M.
Arrival Scan
Urbana,
IL, United States
12/16/2013
 9:07 P.M.
Departure Scan
12/16/2013
 5:30 P.M.
Pickup Scan
United States
12/14/2013
 8:01 P.M.
Order Processed: Ready for UPS
Tracking results provided by UPS: 12/19/2013 1:49 P.M. Eastern Time
As you can see it has been returned to you
But I have only received a partial repayment to my bank account
in the sum of $108-
this still leaves a balance of $217.46 from the first printer.
Your Customer Services lady at the Champaign Store when I returned the first printer, swiped a yellow tag through the Cash Terminal and I assume that was Store Credit?
As that is what came up on the receipt, but she never mentioned to me what she was doing.
I feel very cheated by your company, as you are still withholding $217.46 of my money
Which I would like returned. Please!!
I spent nearly 4 hours on the phone to various departments within your company on December 23rd trying to sort this out, (I charge $150 an hour for my time as a Consultant to Hotels and Restaurants) all to no avail, as nobody had the decency to actually listen to what I said. Yes I got Irate at your staff, because they were just not listening!!
I expect to receive my $217.46 in cash deposited to my account, please
I will accept store credit if it is absolutely necessary, but please be assured I have no wish to deal with your company any more than is necessary as i do not think that you or your staff listen to their customers!!
You as a company have failed me on three occasions now,
First) The HP Laser Jet Pro, was not what I was sold or asked for
Second) The Brother HL-6810DW was not what I asked for either
Third) You are Holding on to my hard earned money, which could be construed as theft
Please be aware I will be contacting my legal representative as soon as possible to discuss this matter with him!
I urge you to make this right.
It is a pretty simple request really, WE WANTED A DUPLEX COLOR LASER PRINTER for our Business! WHAT IS DIFFCULT ABOUT THAT?? 
The First Printer was Color but not Duplex 
The Second Printer is Duplex but not Color 
Both Printers are under the delivery name: 
{removed per forum guidelines}
I wonder if your staff Know what a customer asks for? 
I WOULD request that I get my Money Back, including the $20 for the Cab fare 
And at least $200 in compensation for all this grief and the fact I cannot Print out my Catalogs for my products, which I wanted to have out for Christmas 
I printed three with The HP Laserjet and it printed blue dots all along the page which ruined the catalog also. 
I look forward to your reply!
I had to Call Customer Relations to get anywhere with this, But I'm still no further forward, as I was told I had to wait 7-10 Days for delivery of my Gift Card.  Then I got this:
BestBuy.com Customer Care
Jan 17 (12 days ago)
to me
Dear Sir:
Just a follow up.
I note your concerns are being handled and the $217. plus chg. is being issued.
on your order #{removed per forum guidelines}.
I want to thank you for speaking up and helping us improve our service. I do apologize that this was not taken care of earlier. Please refer to case # {removed per forum guidelines} should you need to contact us again - but from all I see this is being addressed. 
Thank you,
Jerry
Best Buy Customer Care Team
To Which I replied on January 28th
Case  # {removed per forum guidelines}
When I contacted you originally, I never received a reply to my original email although it states 3 DAYS in your standard reply email. 
In reply to the below Email I had to call your Customer Relations Team to get anywhere, and that was to get my Money Refunded. Which has STILL NOT ARRIVED, even though I was told it would take 7-10 days!
You'll notice I have now waited 11 days, since you replied! So in effect I've waited nearly 21 days to receive my refund!
This is now beyond ridiculous!
If I DO NOT have my Money within two days from todays date January 28th, 2014, I will be seeing my lawyer and I will be taking your company to court for misappropriation of my funds.
I will not deal with your 3 days, I want answers and I would like them now!!
I am still waiting for the Gift Card with my $217.46 on it
I suggest you get this sent out Signed For Delivery and have it expedited on a Next Day Delivery also!
I still cannot run my business efficiently as I have NO PRINTER, which will not be the case until your company refunds my money.
Personally I have no wish to buy anything else from you, I would like my $217.46 refunded to my Debit Card, I do not want a Gift Card, I never did, I wanted the freedom to shop at another store and not give your company anymore of my money!!
Can you please Return my money!!
Their Reply was:
Hi Mr. {removed per forum guidelines} 
My sincerest apologies that you have not received your refund bas yet.  Our gift card dept has been backed up and has had some techinical difficulty with process orders. I have researched this and found
that a gift card is being processed for $217.49.  You should be receiving it shortly. Thank you for your patients.
Thank You
Mildred C
It is now January 29th I still have NO GIFT CARD!!
All I want is My Money Returned
This has been going on Since December 2013
Nearly Two Months Now
If I do Not get action I will See My Lawyer and I also want Compensation for lost Revenue and Lost Hours at Work because of this!!
The Two Printers:
I could not add them through your site so I found them on Amazon.com
{Removed per Forum Guidelines}
As you can see neither do What I had originally requested

Answer 1

Good afternoon TheScotsman61,
After attempting to buy two different printers and not receiving one that meets your needs for your business, I can fully understand why you would be so frustrated. Not to mention, if you didn't receive the card the store credit was applied to back, you wouldn't have access to the funds returned to it once you returned the Brother printer.
I apologize for any inconvenience this experience may have caused you. Presently, I see we have reissued you the store credit to the address listed on the order. As it finished processing on 1/30/14, it should be in the mail and on its way to you. I also see that you spoke with Andrew from our Executive Resolutions team in regards to your experience, who offered a final resolution to this issue, and you accepted. I’m glad we were able to assist you with this experience!
In regards to your continued lack of a printer, it seems that hydrogenwv and the HP representative both provided you a few options for printers that may work for you that are within your price range.  Please let me know if you have any questions or further concerns!
Regards, 
Tasha|Social Media Specialist | Best Buy® Corporate
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