Barbara,
While I appreciate both the e-mail sent to me just now, and the phone message left a few minutes ago, I do believe that the situation as you’ve written it is misleading. At the time of this e-mail, yes, the product has been shipped and it’s too late to correct the address; however, when I originally called yesterday–possibly more than five, but less than ten minutes after the placement of the order–the order had not been shipped and was, according to Stan (the first person to whom I spoke), sitting in one of your warehouses.
According to this page: (link removed, 'cause it contained account info), Customer Care should be able to:
• Assist with orders that are over 12 months old
• Change shipping address
• Change credit card
• Change pickup, shipping and delivery methods
• Extend backorders
• Schedule/cancel appliance installation
• Schedule returns and reschedule deliveries
• Return your Product Service Plan
• Cancel order items
On that page, I am urged to contact Customer Care should I have a problem that falls within that list; however, after calling the 888 number and requested help with either item #2 or #9, I was told that Best Buy, using a Best Buy software system, was unable to help me out in stopping a Best Buy merchandise item from leaving a Best Buy warehouse. Five to ten minutes after the order was placed.
While Stan was as helpful as I’m sure he could be in his position, I was dissatisfied with the options given to me at that time, and I requested to speak with a supervisor. Unfortunately, instead of being placed on hold, I ended up hearing dial tone; apparently, the connection was lost at Best Buy’s end. I called back and spoke with another associate, Sam (or, that’s the name as I understood it as it was spoken; my apologies if I misheard), who, although polite, gave me the same answers as Stan. Recognizing this, I asked for a supervisor again and was placed on hold. When Sam came back, I was informed that all supervisors were absent from the area (possibly in a meeting, but he wasn’t sure) and I wouldn’t be able to speak with one until two hours later. I asked for a specific time for a call-back; Sam refused to give one. I asked to speak to personnel higher than Sam’s supervisor, but was refused. Instead, he offered to transfer me to another number. I agreed to that and asked for a supervisor to call me back regardless; Sam agreed and said that it would be two hours. (I’m a bit surprised, by the way, that all management would be absent during the busiest season of the year.)
The person with whom I spoke at the number to which Sam transferred me was polite and sympathetic, but was also puzzled as to why I was transferred to her. According to her, she had nothing to do with on-line ordering and could not understand why I was transferred. Nor, for that matter, could she understand why all supervisors were absent. Thanking her, I disconnected the call and waited for a supervisor to call me back. As you can tell, the two hour wait turned into a full day.
Previous to your call, I’ve contacted my card company and they have agreed to refuse Best Buy’s charges. I’m not sure if you’ll be able to stop your own package from arriving, but I wish you all of the best luck in doing so. Perhaps you’ll find more success in stopping your own shipment than I did.
–SkipMagic
