TRIED to order phone TWICE...OU​T $200

Question

86692361730 customer relations
{removed per forum guidelines}
Today, I went online to purchase a Samsung Galaxy S5 with a new contract to add onto my Sprint account for my daughter to pick up in store. I have never had a more frustrating experience online, in store, AND over the phone!! FIRST: I started online. Ordered my phone, put in my account info and had a $100 deposit. I input my credit card info, hit continue, then was given an error message. I was routed back to input my Sprint acct info and was told I had a deposit....AGAIN and to input my credit card info...AGAIN. I didn't try it again but I DID check my account immediately and sure enough my $100 was gone. I called the customer service number for bestbuy.com and was first told "Go to the store, show them your bank info and they'll get you straight." So, being a cust srvc rep for Sprint myself, I decided to call the store (Sharpstown Best Buy Houston, TX) and ask if what I was told was right. Not surprised, I was told "I don't know why they told you that. But come on in, and we'll see what we can do." While my daughter was on the way to the store, I called Sprint customer care to see if there was a transaction for $100. They said no, there was nothing, to call BestBuy.com. I then called BestBuy.com (2nd time) and spoke with a manager because I didn't want my money back, I just wanted the deposit to go thru so I could pay for the phone and have my daughter pick it up. I was told it would take a few days to get my deposit refunded and was given a case number {removed per forum guidelines}. The supervisor told me it would take 62hrs for it to credit back to my acct. When my daughter got to the store she was helped by nice young ladies especially Asst Mgr Erica. At this point, I just decided to wait for my First deposit to come back and had my daughter inquire if there was another phone that was free or close to it and she would come back within 14 days and exchange the phone for the S5....that phone was the S4...it was being offered at $1...The Asst Mgr told my daughter to have me redo an order for the S4 and for me to put my daughter's name down as "Friends & Family" so she could pick up the phone. So, that's what I did. I called (3rd time, didn't place it online because of the first error)..NEEDLESS TO SAY I was disconnected TWICE while placing the order. Both times I was disconnected when trying to accept the terms of service. After the second disconnect (4th call), I called back, this is now call number FIVE!!!! I explained the situation to the rep on the phone, my daughter still at the store. I just needed to complete the order....I was then told there was NO ORDER!!!! But I had the confirmation# from my deposit!!!! (Which I was told I needed earlier in this situation with the FIRST deposit) Also, I was told my daughter COULD NOT pick up the phone because it was a contract phone!!!! HUH? At this point, I'm disgusted. I'm on three way with my daughter, who is completely devastated and the customer service rep. So Asst Mgr Erica, got on my daughter's phone with a supervisor from BestBuy.com, was told she didn't know her policies, that it was against policy to put someone other than the acct holder for store pickup of a contract phone....WHAT?....SO NOW I'M OUT $200 for the next week (or however long it takes), my daughter still has no phone, the tremendous inconvenience for her traveling an hour to your store, and NO ONE COULD HELP ME. Why was there so many different answers? At the end I was told, the last order was cancelled....PERIOD. I was given no option to ship it to her address in Texas or even ship it to myself here in VA. I can not believe this is the way Best Buy.com does business. Somehow, something has to give. I will NEVER EVER shop online again with y'all!!! It's like no one cared on the phone.

Answer 1

Hello there cmsilmon,
I am sure you were very excited to purchase a Samsung Galaxy S5 for your daughter! It is truly a great device, and I’m certain your daughter would have greatly enjoyed this device. It is disconcerting to read through your experience, and find that more questions were raised than answered. Furthermore, this experience ultimately left you with funds unavailable to you and your daughter without a phone.
Using the email address you registered with the forum, I was unable to locate any of the orders you speak of. That being said, if the orders did not process through our system, yet you have charges on your account, you should see the charges drop from your account in 3-5 business days.
To clarify some information on store pickup of a contract cell phone, the account holder would need to be present. You may find this information on our Store Pickup page on BestBuy.com. I apologize if the Assistant Manager Erica at the Sharpstown store in Houston, TX provided you or your daughter with any misinformation.
I am sorry to find that this experience may have been such a disappointment for you and your daughter. It is greatly disheartening to hear that this experience may have influenced your future shopping destination. If you should not receive your refund in 3-5 business days, would like assistance in replacing this order, or have any other inquiries, please do not hesitate to contact me!
Please know that I am absolutely grateful that you took the time to write to us about your experience!
Respectfully, 
Tasha|Social Media Specialist | Best Buy® Corporate
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