About 3 years ago we got into a distressing situation with a Best Buy in Chattanooga, TN. We purchased a big screen TV from them and paid an additional $60 for having it delivered. We waited anxiously all week to have it delivered. However, when it was, it didn't work. So, we called Best Buy and told them. They said they'd send somebody out, which they did. The person came, looked at the set, and said, "It doesn't work". Duh! We said we'd be okay with them bringing us another set, so we waited another week and received the delivery of yet another non-working set. I called Best Buy and told them to come and get it and reimburse us for the money we'd paid in.
When we received our money, it was less the $60 for delivery. I called to object. The girl I talked to said, "We never give back delivery charges." I told her that they hadn't delivered a working product to us, so they shouldn't charge us for delivery. She replied, "But we DID deliver the set to you, therefore the delivery charge." I objected that the set didn't work, but she said that wasn't her problem. I finally lost my temper, and she hung up on me.
I called an asked to talk to the store manager. I got some guy who I later found out wasn't a manager at all, but he pretended to be. He kept giving me the same drivel the woman had given me earlier.
I don't know how many people I talked to at Best Buy. I even tried e-mailing the company headquarters but got no response. Finally I sought help from the Better Business Bureau who managed to get our "delivery charge" reimbursed as it should have been in the first place -- don't you think?
