Loni Fpc
map-marker Montreal, Quebec

Future Shop is making my life a living ***!

To whom it may concern, On December 26th, I purchased a Samsung TV (model number LN46E550f7FXZC) on your website during your boxing day blow out sale. I paid a total amount of 629.48$ and I received the product on January 2nd 2013. I bought the TV as a birthday gift for my husband and I was really happy with my choice until we opened the box. First of all, Future Shop sent me a refurbished TV, which I was obviously not pleased with.On top of that, this TV did not have the same specs as on the website. It was clearly specified that the usb component on this TV was able to play videos (which is still stated on the description section of your website) but it didn't. Part of the Description from Future ShopIn addition to HDMI ports, this sleek television is also equipped with a USB port so you've got another way to enjoy even more entertainment. Just plug in your external hard drive, flash drive, tablet, or media player and you'll be able to access and enjoy photos, music, and videos with ease. When I tried to plug a flash drive to the usb component, it was only showing me the option to listen music or to view pictures. No option what so ever to play videos. I then verified the user guide that came with the TV and there was still no information about being compatible to play videos. Finally, I called Samsung and asked them if this TV had the capability to play videos and they advised me that it could only play music and view pictures. I was furious to realize that the product on your website was falsely advertised and that I had to contact your call center to return the product. On January 14th 2013, I called Futureshop and spoke with an agent named Graham (emp# 78474). I explained my situation, inform them that the product was falsely advertised on the website and that I wanted to return the product. The agent verified the website and told me that the product was indeed falsely advertised and there was also another buyer who complained about that feature on the review section. Part of the review written by Rebecca from Guelph, OnJanuary 31stI was most disappointed to learn however that the USB component only plaid jpegs and mp3, not videos. After doing some online research I learned that some Samsung TV's come with the option to play videos through usb and some do not, this being one of them. I had no idea that TV's would come with a limited USB feature, seems kind of silly to me. Had I known earlier may have chosen a different TV for this was one of the features we were most looking forward to. He apologized and explained me that they will be able to do the return at no cost and that I will be 100% reimbursed (TV + shipping fee + environmental handling fee and taxes). The agent then told me that he would send a form for my return request and that I would receive an email or a phone call within 48 business hours informing me of my pick up date. He also sent another form to a specific team so they could update the website and remove the wrong information. I then asked to speak with a supervisor because I wanted to form a complaint since I didn't find it fair for me to wait until Boxing Day to purchase a TV that would end up not doing what they said it would. That I have lost my chance to benefit from their "BLOW OUT SALE" and to know what Futureshop would do concerning that. Graham explained me that he would transfer me to the delivery team, which will be able to help me with my request. He transferred me to agent named Kevin (emp # 75240), which again verified my personal information, explained me how the pick up worked and told me that there was no supervisor available so he would need to send a supervisor callback form. He assured me a callback would be done within 24-48 business hours. Duration of the call: 90 minutes. January 18th 2013, I still haven't received any email or callback for my pickup date and from a supervisor. I decide to call them back and this time I spoke with Nicole (emp# 65473). I explained her my story and told her that I still haven't received a supervisor callback as well as an email or a phone call for the pick up. She apologized as well and told me the agent didn't send the form properly to rectify the website and for the supervisor to call me back before the end of the day. At this point, you can imagine that I was seriously upset that I had to spend 90 minutes on the line with them for nothing! The agent then assured me that everything has been sent properly. She confirmed as well it would be a free pickup and they will reimburse me fully. She also offered me a 45$ credit which would be given back on my credit card for the trouble. She explained that when they would receive the TV back, it would take around a week to have a total reimbursement of 674.48$ (629.48 for the TV + 45$). Duration of the call: 45min. This time it's January 22nd 2013 and I still haven't heard from a supervisor or from the delivery team. I call back again Futureshop and I spoke with agent Marianne (emp# 52336). I explained my situation again and as you can guess, I heard the same thing: "We apologized, we will rectify the situation, someone will call you back before the end of the day...". Duration of the call: 35 minutes. January 31st 2013 and still nothing! I call back AGAIN Futureshop and spoke with an agent (I was so mad that I forgot to wrote down his name). I gave him my order number and asked to speak with a supervisor now. I explained him that I would refuse to hang up until I would speak with one. I finally spoke with a supervisor named Jack, which I explained my situation and what was done so far (which I don't think anything was done since the TV is still in the box in my leaving room!). The supervisor explained me that an investigation needed to be done and a call back would be made before the end of the day. Couple hours later, the same supervisor called me back and offered me a pick up date for February 6th or 7th, I chose the 7th. Jack told me that she would need to confirm the date with the management team and would call me back. Jack called me back confirming the pick up for February 7th and that I would receive a call the day before the pick up to assign me a time window for the pick up. I confirmed with the supervisor the pick up would be free and that I would be reimbursed at 100% (629.48$ + 45$ credit on my credit card) and Jack confirmed the information except the 45$ credit. I told Jack Nicole gave it to me on January 18th and they could listen to the call since all calls are recorded for quality purposes. Jack said he would need to verify with management team and come back to me.Duration of the call: 2 hours. February 6th, I received a call telling me the pick up would be done on the 7th between 3:30pm and 6:30pm. Duration of the call: 2 minutes. February 7th, I stayed home all day and missed a workday (unpaid) for them to not pick up my TV!!!! I get a call at 4:15pm saying that the driver just rang the bell and no one answered. I told the agent that it was not possible, that I was waiting for the driver all day and no truck had parked in front of my condo. She told me it was not possible that the driver didn't ring the bell and that it was my fault because I wasn't home. I asked which apartment they rang and the agent didn't have an apartment number!I also asked for the driver to come back and pick up my TV but the agent declined saying the driver was done for the day and if he would come back they would need to pay him overtime. The only solution that I had, as per the agent, was to reschedule for next Tuesday (which involved missing another day at work). I asked her to schedule me during the weekend and she said that I wasn't able to choose the day that I would like to have. So, for Futureshop, it is ok to call their customers liars. It's ok for their customers to miss a day at work and not being paid as long as they don't have to pay their own staff overtime. It is also ok for their customers to miss a second day at work and not being paid again! On top of that, I have to explain this retarded situation to my own boss to justify 2 absences in 2 weeks! At 5pm, I called Futureshop and spoke with Chris (emp# 78353). I explained the entire story from day 1 and asked to speak with a supervisor. She advised that I would need to speak to a delivery team supervisor so she transferred me to the department in question. I then spoke with Joven (emp# 64738), which offered me a supervisor and I obviously declined. After 30min of hold, I ended up speaking with the same supervisor of January 31st, Jack (emp# 60952). I was offered a callback by the supervisor because she was already dealing with another customer. At 8pm, I got the call back and I started explaining what happened earlier during the day. The pick up arrangement that I had with this specific supervisor never happened and that I was passed the point of frustration. Jack offered me to see if a pick up could be done for Saturday February 9th but I would only know on February 8th. Total duration of the calls: 4 hours and 23 minutes! February 8th, I received a call from Jack apologizing because they will not be able to come pick up the TV this weekend so I have to reschedule for February 14th (yes it is a working day and yes I will need to miss work!). Duration of the call: 21 minutes. Now here I am, a month later from the first day I spoke with Future Shop, in the same stupid situation. Wasted time and energy trying to resolve what was suppose to be a simple return. Being treated like a lying and worthless customer. Having feelings for this company that surpasses hate! Realizing that we cannot even believe a product description on their website because we might get screwed. To Future Shop, I demand that you fix my issue and that I be compensated for this horrible situation you have put me threw. Your company (Future Shop) has made my life a living *** since I purchased a Samsung TV on your website. To all consumers out there, please avoid buying from Future Shop or Best Buy (same owner) where they threat their customers like CRAP and their employees store like if they weren't employees ("Employees arrived for their shift this morning and were met by security guards and closed doors. They did not receive advance notice of a closure.") Sincerely,order #21422****
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1 comment
Guest

C'est bien fait pour toi tu le merites