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ARRRGH Best Buy ...and Farscape DVDs.
This was supposed to be a review of the Farscape DVDs - because I thought I was getting them today, but alas it wasn't meant to be. I won't be getting them at all now.
As you may already know, I ordered my Farscape DVDs last night. Finally bit the bullet. Did it through Best Buy - a reputable company with stores in my area. Put it on my credit card. This morning got an email that the shipping would be delayed, because it was out of stock at the warehouse and back-ordered. But I had options - I could call their customer service hotline and pick it up at a store that had it in stock.
So, I called the customer service hotline. Talked to a nice lady, who informed that this was no problem, there were two Farscape DVDs in stock. That she'd call the store and put my order in. I received a confirmation email telling me when and where to pick them up. I had from now until Thanksgiving. So I left work about five minutes early, took the train into Manhattan - excited to pick up my DVDs - a treat to myself for the hellish last couple of weeks. A little a reward if you will. Was looking forward to it most of the day. A pick-you-upper.
Anyhow - I got to Penn, and stupidly took the A train instead of the 1, thinking the A would drop me off at 23rd - it went express for once, and dropped me off at 14th. The Store is located on 23rd and 6th Avenue. I got off at 14th and 8th Avenue - because the C and E weren't going local uptown. Figured, nice day, I'll walk. And it wasn't a bad walk. Just about 20 blocks. Was a bit spent when I hit the store - but I figured this would be easy.
Then I entered the store - a horrible garage rock band was playing in front. It was just loud thumping noise with a screeching lead singer with neon pink hair, dolled up like Madonna. I stood in the customer service line for 20 minutes before I got waited on. When I did, the counter person, who moved like someone either deeply stoned or on valium, picked up my receipt and strolled over to a bunch of shelves, picking up thin DVDs, looking at them, shaking her head, then strolled back and said in a muffled voice I could barely hear - I can't find it. Then she picked up the phone, also in slow motion, dialed, muffled something, held it to her ear for about 20 more minutes. Then hung up and typed something in her console. I said - uhm, what's going on? She said, I called someone to come up and look into it. Then she took off down the register line, opened another registered, helped another customer, got their package for them and proceeded to ignore me for 20 minutes. I tried to call Best Buy customer service on my cell but it's an automated - choose 1 to speak English, choose 3 for a representative - and well, I can't push another number without being thrown off the call entirely on my cell phone. Three attempts, and I gave up. So I pestered her again, raising my voice above the godawful music.
Finally, 20 minutes later, a guy, also deeply stoned, strolled up and took the number from her, and then strolled back to the escalators and down out of sight. He was gone for about 15-20 minutes. Came back and told me they didn't have it in stock. And it had been discontinued. Their store, Best Buy, no longer sold it. And no they couldn't cancell my order - I'd have to do that online or through the phone, and no they couldn't give me a credit or a refund or anything. And they were sorry but it wasn't their fault it was the system. I told them it was inexcusable. That I would never shop there again. But they just smiled, in a stoned daze, nodded their heads, and went about their business.
Furious, I slogged home or lugged my way back home via the F train, which was packed. (I so don't miss working in Manhattan - Jamaica in some respects is much easier, at least from a commute perspective). Got home, picked up the phone and called customer service.
I explained my situation to them. They asked for the order number. I gave it to them. They asked me to repeat it. I gave it to them again. They said they didn't see it anywhere, but he was nice, and said he may have gotten it wrong. So I gave it to him again and asked him to repeat. No, said I, it is 000967 not 03967. He still couldn't find it. But said he might have the wrong screen up. So he switched screens and finally, found it. He apologized. And told me that no the product wasn't discontinued according to the system, just on backorder. Which means the warehouse is out and has asked for more. Do I want to keep my order or cancel? I said I wasn't sure - but I wanted to get something out of what I went through today. Puts me on hold, then comes back again.
Cust Service Rep: I could give you a free DVD.
Me: No shipping charges?
Cust Service Rep: none
Me: How about Babylon 5 the Complete Series?
Cust Servive Rep: no, that's a bit out of our price range
Me: oh...well how about Star Trek the Movie - widescreeen (NOT blueray, regular DVD)
Cust Service Rep: yes we can do that.
Puts me on hold to see if he can do it.
Comes back, yes he can.
So, that should be it, right? Uh no.
Cust Service Rep: What's your zip code
ME : 32215
Cust Service Rep repeats it back: 32155
Me: no it's....32215
Cust Service Rep - what is it again?
ME: it's...32215
Cust Service Rep: sorry, I'm all thumbs, could you give it to me again.
Me: 32215
Cust Service Rep: Okay, have to put you on hold a sec to ask my colleague a question
Me (sighs)
Cust Service Rep : Do you have an account set up with us?
Me: No. Just that order. And I don't really want one.
Cust Service Rep: What's your zip again.
Me: 32215
Cust Service Rep: What's your phone number?
Me: don't you have it?
Cust Service Rep - ah yes, I do. What's an alternate phone
Me - give it to him.
Customer Service Rep: What's your credit card number?
Me: You should already have that.
Customer Service Rep: oh there's the last part...(long pause) No, I need it again, can't do it with just the last four digits.
Me - reads it to him.
Cust Service Rep: read that again.
Me - I read it to him again.
Cust Service rep reads it back
Me- no it's ....
Cust Service rep - so its...
Me: no it's ...
Cust Service rep: one more time
ME: Why do you need my credit card number if you aren't charging me?
Cust Service rep - because we need it as a technicality, to void payment, can I have last three digits.
Me: okay, I don't know why, but I'm trusting you...here
Cust Service rep - what are they again?
Me: I read them back
Another long pause, this time without music, I think I've lost him and am considering hanging up. He comes back again. Asks for my zip code again. And my phone number. And my email. And my middle initial (which is in my email address by the way). Then tells me that the free Star Trek DVD is on its way, they are shipping it by UPS and should arrive between Nov 25 and Dec 1. No clue about the Farscape DVD. He also promises email confirmation. And no, he says, I shouldn't be charged for anything. I will only be charged for Farscape if it actually arrives and is shipped.
I hang up. Log in to my computer, hours later, and the only email I have is a password change on an account I did not set up on Best Buy, notifying me of the change. I consider writing Best Buy and complaining. But decide not to - that he most likely set up for the Star Trek DVD freebie. There is however no record whatsoever of my Farscape order. It doesn't exist and the system doesn't find it. ETA - I looked in a different place, did find the order - but the status hadn't changed - it was still pick up at store and the store had it in stock. So I emailed Best Buy about it - they sent an email back telling me that if I wanted to cancel, I should call customer service. ((ARRGH)
In short, I will never get the Farscape DVDS. Which is really disappointing. And I doubt I will ever shop at Best Buy online again, and I'm certainly never setting foot in the 60 W 23rd St, NY store - located on 6th Avenue near Chelsea.
As you may already know, I ordered my Farscape DVDs last night. Finally bit the bullet. Did it through Best Buy - a reputable company with stores in my area. Put it on my credit card. This morning got an email that the shipping would be delayed, because it was out of stock at the warehouse and back-ordered. But I had options - I could call their customer service hotline and pick it up at a store that had it in stock.
So, I called the customer service hotline. Talked to a nice lady, who informed that this was no problem, there were two Farscape DVDs in stock. That she'd call the store and put my order in. I received a confirmation email telling me when and where to pick them up. I had from now until Thanksgiving. So I left work about five minutes early, took the train into Manhattan - excited to pick up my DVDs - a treat to myself for the hellish last couple of weeks. A little a reward if you will. Was looking forward to it most of the day. A pick-you-upper.
Anyhow - I got to Penn, and stupidly took the A train instead of the 1, thinking the A would drop me off at 23rd - it went express for once, and dropped me off at 14th. The Store is located on 23rd and 6th Avenue. I got off at 14th and 8th Avenue - because the C and E weren't going local uptown. Figured, nice day, I'll walk. And it wasn't a bad walk. Just about 20 blocks. Was a bit spent when I hit the store - but I figured this would be easy.
Then I entered the store - a horrible garage rock band was playing in front. It was just loud thumping noise with a screeching lead singer with neon pink hair, dolled up like Madonna. I stood in the customer service line for 20 minutes before I got waited on. When I did, the counter person, who moved like someone either deeply stoned or on valium, picked up my receipt and strolled over to a bunch of shelves, picking up thin DVDs, looking at them, shaking her head, then strolled back and said in a muffled voice I could barely hear - I can't find it. Then she picked up the phone, also in slow motion, dialed, muffled something, held it to her ear for about 20 more minutes. Then hung up and typed something in her console. I said - uhm, what's going on? She said, I called someone to come up and look into it. Then she took off down the register line, opened another registered, helped another customer, got their package for them and proceeded to ignore me for 20 minutes. I tried to call Best Buy customer service on my cell but it's an automated - choose 1 to speak English, choose 3 for a representative - and well, I can't push another number without being thrown off the call entirely on my cell phone. Three attempts, and I gave up. So I pestered her again, raising my voice above the godawful music.
Finally, 20 minutes later, a guy, also deeply stoned, strolled up and took the number from her, and then strolled back to the escalators and down out of sight. He was gone for about 15-20 minutes. Came back and told me they didn't have it in stock. And it had been discontinued. Their store, Best Buy, no longer sold it. And no they couldn't cancell my order - I'd have to do that online or through the phone, and no they couldn't give me a credit or a refund or anything. And they were sorry but it wasn't their fault it was the system. I told them it was inexcusable. That I would never shop there again. But they just smiled, in a stoned daze, nodded their heads, and went about their business.
Furious, I slogged home or lugged my way back home via the F train, which was packed. (I so don't miss working in Manhattan - Jamaica in some respects is much easier, at least from a commute perspective). Got home, picked up the phone and called customer service.
I explained my situation to them. They asked for the order number. I gave it to them. They asked me to repeat it. I gave it to them again. They said they didn't see it anywhere, but he was nice, and said he may have gotten it wrong. So I gave it to him again and asked him to repeat. No, said I, it is 000967 not 03967. He still couldn't find it. But said he might have the wrong screen up. So he switched screens and finally, found it. He apologized. And told me that no the product wasn't discontinued according to the system, just on backorder. Which means the warehouse is out and has asked for more. Do I want to keep my order or cancel? I said I wasn't sure - but I wanted to get something out of what I went through today. Puts me on hold, then comes back again.
Cust Service Rep: I could give you a free DVD.
Me: No shipping charges?
Cust Service Rep: none
Me: How about Babylon 5 the Complete Series?
Cust Servive Rep: no, that's a bit out of our price range
Me: oh...well how about Star Trek the Movie - widescreeen (NOT blueray, regular DVD)
Cust Service Rep: yes we can do that.
Puts me on hold to see if he can do it.
Comes back, yes he can.
So, that should be it, right? Uh no.
Cust Service Rep: What's your zip code
ME : 32215
Cust Service Rep repeats it back: 32155
Me: no it's....32215
Cust Service Rep - what is it again?
ME: it's...32215
Cust Service Rep: sorry, I'm all thumbs, could you give it to me again.
Me: 32215
Cust Service Rep: Okay, have to put you on hold a sec to ask my colleague a question
Me (sighs)
Cust Service Rep : Do you have an account set up with us?
Me: No. Just that order. And I don't really want one.
Cust Service Rep: What's your zip again.
Me: 32215
Cust Service Rep: What's your phone number?
Me: don't you have it?
Cust Service Rep - ah yes, I do. What's an alternate phone
Me - give it to him.
Customer Service Rep: What's your credit card number?
Me: You should already have that.
Customer Service Rep: oh there's the last part...(long pause) No, I need it again, can't do it with just the last four digits.
Me - reads it to him.
Cust Service Rep: read that again.
Me - I read it to him again.
Cust Service rep reads it back
Me- no it's ....
Cust Service rep - so its...
Me: no it's ...
Cust Service rep: one more time
ME: Why do you need my credit card number if you aren't charging me?
Cust Service rep - because we need it as a technicality, to void payment, can I have last three digits.
Me: okay, I don't know why, but I'm trusting you...here
Cust Service rep - what are they again?
Me: I read them back
Another long pause, this time without music, I think I've lost him and am considering hanging up. He comes back again. Asks for my zip code again. And my phone number. And my email. And my middle initial (which is in my email address by the way). Then tells me that the free Star Trek DVD is on its way, they are shipping it by UPS and should arrive between Nov 25 and Dec 1. No clue about the Farscape DVD. He also promises email confirmation. And no, he says, I shouldn't be charged for anything. I will only be charged for Farscape if it actually arrives and is shipped.
I hang up. Log in to my computer, hours later, and the only email I have is a password change on an account I did not set up on Best Buy, notifying me of the change. I consider writing Best Buy and complaining. But decide not to - that he most likely set up for the Star Trek DVD freebie. There is however no record whatsoever of my Farscape order. It doesn't exist and the system doesn't find it. ETA - I looked in a different place, did find the order - but the status hadn't changed - it was still pick up at store and the store had it in stock. So I emailed Best Buy about it - they sent an email back telling me that if I wanted to cancel, I should call customer service. ((ARRGH)
In short, I will never get the Farscape DVDS. Which is really disappointing. And I doubt I will ever shop at Best Buy online again, and I'm certainly never setting foot in the 60 W 23rd St, NY store - located on 6th Avenue near Chelsea.