haven't come across this, but I had a terrible experience the other night:
I got a $100 gift card to BB after work sent me to the Advanced Solaris administration course so I decided to spend it on some Christmas gifts. I ordered a GPS and Lost online, then went to pick them up 3 days later (it says within 8 days)
Before I went to the store I noticed the pickup guarantee states that if it takes more than 1 minute for them to deliver your item after showing your id and email then they will credit your order $10 (it specifically says a $10 credit will be applied to your order) So I get there and the girl behind the counter obviously can't find it, so she gets a manager, and 15 minutes later they come over with an obviously opened GPS and put the return sticker on it.
I told them I was not interested in an open box item as I purchased new online and they said that it was NOT open box. Then I asked about the credit and the manager goes to get me a gift card. I told him that I would prefer a credit to my order as the email stated and he said that I could take the gift card or nothing. The whole time I kept my cool, didn't raise my voice, was understanding about them taking their time since it is the Holliday season, but this was in clear violation to their written policy which I showed him, so I asked to speak with his manager and he said I would have to leave, so I asked for the store number and called corporate while waiting by the CS desk.
The CSR at corporate was very helpful and credited my order $10 (in addition to the gift card I received) took the managers name and apologized profusely. She also confirmed that my order should have been shrink wrapped and placed me on hold while she spoke with the manager. 15 minutes later I see the manager talking to someone else and they come over and apologize and told me that they were out of stock of the item. I called the CSR back and she located one across town (actually closer to my house)for me and put it on hold. I returned the open box and picked up the new unit, but the manager was so shady and disrespectful. I own an IT consulting company and would never in a million years argue with one of my customers, let alone try a bait and switch. They've lost me as a customer as a result