10-15-2011 12:42 AM
So, I pre-ordered a iPhone 4s - 64 gb black (ATT) last friday (the 7th), in the morning. At the time of the pre-order, I was told by the mobile employee that I would be receiving an e-mail confirmation of the pre-order to my email (used by bestbuy reward zone card as well and confirmed my information on the credit card reader screen and it was correct, have recieved e-mails for other video game pre-orders in the past as well) as well as receiving an e-mail when my phone is shipped to the store AND that I would be receiving a call on Thursday (the 13th) from a mobile employee to schedule an "appointment" to pick up my phone on friday. Sounds good right?
Well, not only did I not receive ANY emails from bestbuy, but sure enough, didn't receive a phone call as stated I would. However, I did call a few times on thursday. Called in the afternoon and was told they hadn't received any, but they were expecting their shipment sometime that day and would begin making calls as they received them. Called again about 6 pm, and was told they had not received ANY of the 64gb model for AT&T and they didn't have ANY idea if or when they would be receiving them. Woke up today, and figured I would call again at opening (10am). Mobile employee said still not received 64gb models, however, I requested to know my "position" in the pre-order line for that model (just to know if I should begin looking elsewhere since obviously bestbuy has thusfar not lived up to their pre-order promises made ot me). Employee took my name/phonenumber/info and said she would call me back within the hour. Never heard anything back after 1 1/2 hours, howver, after checking the bestbuy website, it was indicated this model was in stock at my local store (was previously shown as unavailable) so I promptly called. This time, I was directed to the mobile manager, Arianne, she stated they had just received them and were busy (understandably) but that they would definitely start calling people within the next 30 mins. I again requested to know my positioning on the pre-order list, however she stated she was busy, and didn't have the time to check. So I let it go. So after about 2 hours, I decided to call back.....this time, got a COMPLETELY different story from a mobile employee. Was told they had them, and it was first come first served. Asked what about the fact that I pre-ordered? Doesn't matter, it's first come first served. So I IMMEDIATELY leave the house (about 15 min drive to the store). As I am parking, I receive a call from the Mobile manager stating that my pre-order was in and asking if I wanted to set up an appointment to pick it up? I'm flabbargasted at his point and reply that I was just told by another employee they were first come first served and so I was parking right then so I wanted to pick it up now.
Get inside, and of course the mobile department is full. There was a sign in sheet and I was about 8 on that list. I waited patiently for my turn. However to my dismay, I overheard several customers purchasing (and attempting to purchase but a few werent elligble for upgrades and did not purchase) who HAD NOT PRE-ORDERED. I was floored by this. ON TOP of that, ON 3 occassions, customers that had just came in AND WERE NOT on the waiting list were helped WITHOUT Waiting. Still I kept my cool. Then when I was finally called, the mobile manager (who recognized me as when I first came into the store, I went to customer service to process a return while I had my sister sign in was at customer service making phone calls, and she had asked if I was there to pick up the iphone and I responded yea, I was just on the phone with you).....anyways...so when I'm finally called, the mobile manager is telling the employee to take me to the back of the store to process my phone purchase with another employee. I guess she could tell I was upset as right when I twas my turn to be called, I was standing up (maybe impatiently, but also the benches best buy have are extremely uncomfortable, so I just needed to stand up and strech my legs) and someone else was helped who had just came in the store and was not on the sign up list. At this point, I was talking to my sister how that wasn't right, and my sister was urging me to say something, but I was just like why even bother, they obviously don't care. So before they take me to the back, I ask about a pre-order bonus that was advertised on the bestbuy website that you got a free pair of $20 headphones when you bring up your pick up e-mail, however, I've never received any emails from bestbuy regarding my iphone pre-order and so asked them if they would be able to honor it. The male employee was extremely rude and interupted me, at this point, I had ENOUGH, and so I flatly told him that he was being rude by interrupting me. So at this point, the mobile manager cut in the conversation and insisted I had to have the e-mail. At this point, I was extremely frustrated with this whole process and being treated with such little respect by bestbuy, so then I recounted most of this pre-order disaster up to this point and about not receiving ANY communication from bestbuy about my pre-order, aside from the times I have called, so she relented and said they would look it up and try to process it in the back of the store.
So, the male mobile employee takes me to the back of the store (where the computers are and hands my paperwork and phone to another employee who was in the process of selling an iphone to another customer. At this point I am LIVID, as after waiting in line at the front of the store in the mobile department, they were bringing me the back of the store to WAIT AGAIN in another line while the employee who had the time to walk me back their w/ my phone was going to go back to the front and help someone else with their phone purchase. SO i called him on this, and said that wasnt right that I was being made to wait longer and directly asked him if he was going back to the front to assist the next customer on the list, which he responded he would be. I asked for the district manager phone number and he claimed he didn't know it, so I then demanded to speak to Amy Burke, the store manager. After about 10 minutes, Amy comes to the back (all this time I'm still waiting to be assisted with my purchase as the girl back at the computers is still processing the customers iphone sale that was there when I first came). I assume before she came to the back, she stopped at the mobile department, as throghout the conversation, she said a few times, well Ariane told her "such n such". So I explain everything thats happend so far to her and request the district managers phone number. Amy diverts the request by apologizing for the whole experience but states that the mobile department is a separate entity within best buy, so the district manager would have no impact and that the people who supervise the mobile department would have the complaint forwarded back to the mobile manager to handle anyways. She offers a free iphone accessory as an apology. At first, I refuse it, as to me, that does NOTHING to rectify the situation, and just simply request the free $20 headset that was advertised on the bestbuy website for iphone pre-orders. She goes over to the register and begins to look it up. After a few minutes, I just state that I would accept the free accessory if that would be easier for her to process as she was still looking up the $20 headset pre-order promotion I had mentioned. I have my sister go pick out a case for her as shes been patiently waiting with me all that time as well (as she had also got a new iphone 4s today directly though AT&T shipped to her house, oh how I wish I would have just done that, as I would have avoided all of this frustation and hassle). I thank Amy for the case, and by the time she processed it on the register, the girl was ready to begin processing my iphone sale. After about 15 minutes, I was on my way with my new iphone.
This whole process (in the store) took a little over 2 hours. I understand Bestbuy mobile was busy (as well as any other place that was selling the iphone), but my local Bestbuy did a HORRIBLE JOB with this pre-order. What is the point of pre-ordering if obviously best buy does not care and follow up with customers as they stated they will. Also, it is evident some customers are being treated differently then others. I overheard a few employees talking in the back who were complaining about the number of "Friends" who have been calling and asking them to "hook" them up in getting an iphone, so I can only imagine if they were this open to talking about such behavior openly in front of me, the number of employees that are participating in this shady behaviour. I WILL NEVER AGAIN trust this best buy store to pre-order anything else in the future. This is not the first problem I have had with this store & pre-orders. Just this past tuesday, they had not received my Forza Collectors edition for xbox, and so I had to purchase the regular edition. Not to mention other customer service issues I have experienced in the past, and I have spoken to the store manager Amy Burke about. After this debacle, I am convinced my problems will not be resolved at least at the store manager level, which is why I requested the district manager number to address my grievances with, primarily over this lasted debacle of a pre-order as well as past issues that are still un-resolved.
I would like to be provided with the contact information (phone/e-mail) fo the district manager for the Stafford, Va (#1476) store, Or if it is easier to have this information posted forwarded to them and for me to be contacted. Posting in these forums have helped me before in the past with issues with this store, so figured I would try one more time before completely writing this store off.
10-15-2011 04:57 AM
VERY similar experience here in AZ - but I saved myself the heartache of going to the store because (thankfully) the GM leveled with me early this morning and told me NO stores in the state got the 64's.
I was first in line at the store to "pre-order" my phone last Friday. I am also a silver reward zone member and was stunned to hear my order wasn't (and couldn't be) filled.
To say I was dissapointed would be an understatement, especially when this should have been a very cut-and-dried situation re: inventory and pre sale allotment.
I also, could have ordered from AT+T or Apple and had my phone today. Stuck with BB for the reason many others have mentioned: Store loyalty/RZ points.
Like many others, that's now going to be a thing of the past for me. This has been a hurrendous experience thus far, I still don't have a phone, everywhere else is backordered AND nobody can tell me when I will GET a phone.
10-15-2011 11:36 AM
It's a complete shame, and although it is evident this seems to be a Bestbuy wide problem with atleast the 64gb model for At&t, it is still upsetting how they handled this fiasco. It should go without saying that ANYONE who pre-ordered their phone obviously would like it on launch day, otherwise they wouldn't have wasted their time pre-ordering. Not to mention, at the time I pre-ordered, I was told I would be contacted on Thursday updating me with my pre-order status and to arrange a time to pick it up on friday. At the very least, even with bad news of not receiving the phone, bestbuy should have contacted all customers who pre-ordered. And, as I witnessed on Friday, while waiting 2 hours to pick up my phone, they STILL had other at&t models available to sell (whether they filled all pre-orders I do not know).....so they should have at least offered to sell a different model. I would have been MORE THAN happy to get the 32gb (just to have it on release day). To me, it really comes down to communication, and certainly in my situation, my best buy not only dropped the ball, but added insult to injury by giving me the run around each time I attempted to get information from them and they never followed through in contacting me back EXCEPT conveniently as I was parking at the bestbuy after being told by a different employee that it was "first come first served" so I rushed down to the store, and not even to mention the way I was treated once actually at the store to pick up the phone.
10-16-2011 10:09 AM
I pre-ordered my iphone 4 on October 8, 2011 because i wanted to make sure that i got the phone the first day that it comes out. I did this because i didn't want to wait on a long line and AGAIN because i wanted the phone early. After taking my $50 and processing my preorder The rep i spoke with advsd to bring the print out with me on Friday Oct. 14 and they will have my phone. They didnt say its a possibility that they wont have the phone on the day it comes out. They didnt say the preorder is done on a first come first serve basis. These are all important details they failed to advise me which is unacceptable to me as a consumer. When i do a preorder at gamestop i come in at 12am and they have my game. No problems or shenanigans. How could a small chain like Game stop have a better and more efficient preorder process than Best Boy? I will never EVER do a preorder much less buy anything at best buy ever AGAIN (if possible). This whole experience has me aggravated and upset, especially, since there were many different options that i could have chose to ensure I got the Iphone 4s on the same day it comes out.
I didnt receive an email that the phone was there and went to the best buy to pick the phone up and of course i was dissapointed. Why would Best Buy do a pre-order when they can't guarantee the phone on the first day it comes out. Why would they do pre-orders if they don't even know how many phone's their going to get. They basically showed me they have no respect for their customers and their just trying make sure customers bought the phone from them. The manager their told me that the shipment for the black iphone 4s 16gb didnt come in. She couldn't provide me with a date when they would get the shipment but assured me they would send an email and call me. So now im unpatiently waiting in limbo to get this email. I guess i could get the phone in the next couple days or couple weeks! Who knows: I dont and as per the manager there they dont know either!
This is EXTREMELY dissapointing due to the fact if i would have purchased the phone online from Sprint or Apple I would have had a guarantee the phone would be shipped to me that day. So at least i would have known exactly when i was going to get it. If i would have put my preorder in through the Sprint store or Apple store I would have had my phone now instead of writing this blog. Now I dont know when i will get the phone and Best Buy doesnt either. This doesnt even make sense and i really feel like they are just giving customers the run around. How can a large company like Best Buy not know what will be on the inventory of their next truck. The Logistics just dont make sense.
The bottom line is: Dont do a preorder if you cant guarantee the consumer the product on the first day it comes out. Never do a preorder with Best Buy. They're absolutely HORRIBLE. If they dont offer me some kind compensation for their inefficiences and the inconvenience I'm going to throw a fit. Customer service like this is unacceptable. And as a consumer that shops at Best Buy on a regular basis I dont deserve this. I will definetely be sure to let my friends and family know about the experience!
10-18-2011 12:19 PM
Wow....the moderators have time to move this but cant even reply? Really great customer service best buy.
Also, as a follow up to my situation. When I picked up my pre-order, I specifically asked the mobile representative about the design of the iphone 4s and what cases were compatible. I was specifically told "ALL Cases that said Universal for the iPhone 4 were comaptible with the new iPhone 4s." Turns out that is wrong! cases that have individual cut outs for the voume mute switch DOES NOT line up. The case I picked up was the Otterbox Defender. It is even posted on the company website (http://www.otterbox.com/iPhone-4S-Defender-Series-
So as of right now, I'm stuck with a case that doesnt work for my phone, no free headphones that I was suppose to receive as a "benefit" from pre-ordering through bestbuy and having wasted 2+ hours in the store dealing with the unknowledgeable and completely inept employees at my local store, not to mention the several phone calls I had to waste calling bestbuy over the course of Thursday-Friday, where I was given the run around about my pre-order each time because I never received any contact (was told I would be emailed about my pre-order and called on thursday to confirm availability and set up a pre-order) until Friday later afternoon after being told on the last phone call placed to bestbuy that they had the phone in stock but it was first come first served regardless if your pre-ordered or not, so I rushed to get there as soon as I got off the phone and as I was parking (about 15 minutes) I received a call stating my phone was in and asking to set up an appointment.
To say I am extremely disappointed with the way BestBuy has handled this experience for me (both at the store level between the management/mobile department as well as from these forums) would be an understatement. I am absolutely disgusted how a company could care so little about their customers. My intention of posting in these forums was to get in contact with someone higher up then my local store manager to discuss this problem as well as other issues I have experienced in this store as well....but it is aparent that best buy just doesnt care. When asked for the district managers contact information from the local store management, the request was just avoided and ignored by stating that bestbuy mobile is a separate department within bestbuy....and now requesting the same information on these forums, yet again, it is just ignored...
10-18-2011 12:39 PM
As far as I'm aware, district staff is only involved with the business and human resources side of the operation. They can not and do not deal with individual complaints. The best option would be calling the customer support hotline and discussing it with them, as that is their functon.
As to the rest of your complaint, it definitely sounds like it was annoying. Most of the complaints here are overblown, but the preorder process at Best Buy is really their weakness right now. One of the main problems is that most of the other stores selling day 1 items like this are dedicated phone or apple stores with a much smaller selection of items and a staff that is all trained on the same thing. At Best Buy, when they are slammed with customers you have people from all over the store helping out, who might not be as knowledgeable as others. This is especially evident with Apple launches, since apple does not ship them via Best Buy systems, but by drop shipments from national carriers. No one really knows when an item is in or if it is coming in until the last possible second.
10-18-2011 07:34 PM
10-18-2011 08:16 PM
I have to piggy-back on what seems like an ever-growing list of complaints about Best Buy's completely inefficient and totally frustrating pre-order process.
On 10/7 I did a pre-order for a 16gb Sprint iPhone 4S at the Meyerland store in Houston, TX. On all previous visits to the store I was very satisfied with how couteous and knowledgeable the store staff had been. I had purchased a pre-paid cell phone for my daughter and an iPad2 (18months 0% interest). I was told that the orders would be distributed on 10/14 on a "first come, first serve" basis, and to this I even received an email with the same information that evening. The department manager even said that they would open early at 8 a.m. to accommodate the expected rush of customers who would undoubtedly be waiting to get their new iPhones. Everyone seemed well versed about the new phone's multiple cell structure capability, making it carrier universal. So imagine how stunned I was to learn at 8:33 a.m. on 10/14 that only At&t customers were getting their pre-ordered phones. Apparently Sprint and Verizon customers' orders had not arrived at the store. The sales associate took my name and number to call/text me late that day when the phones came in (I was like the tenth person on the list).
So 5:40 p.m. arrives and I've checked my phone for texts, calls, and emails all day to no avail. I went to the store only to spend the next hour waiting for someone to give me some kind of information on where my phone was, when it would be ready for pick-up, why is wasn't there, and why had it been delayed in the first place. I wish I could tell you that I had heard every kind of explanation or excuse, BUT all I was told repeatedly was: 1) no Houston area stores had received any 4s phones for delivery to Sprint or Verizon Customers through Best Buy; 2) they had called all day but received no explanation as to why the phones were not in; and 3) they had no information about when the orders would be filled. Despite my frustration, it was obvious that this was not the fault of any persons working at the retail level in Best Buy. UNOFFICIALLY I was told that the shipment was delayed from Apple and they Best Buy probably didn't order enough phones to fill their pre-orders BECAUSE event though pre-orders were taken on 10/7, a projected order was made at the corporate level based on previous launches and turn-outs at Best Buy retailers. None of this was comforting!
I returned home and contacted Best Buy customer service by phone. After about 30 minutes of transfers and holds, I only learned that they did not have any phones to fill the orders and they did not know when they would be available. I was totally frustrated, but I did get a case number for my complaint. I called yesterday morning and was told that the phones should be available 10/31 and they will be sending the "infamous" emails to let customers know that they can pick up their phones. Also, this is supposed to be in the order that pre-orders were placed. I won't hold my breath! There are, of course, no phones left to secure from any carriers in the Houston area so I'm stuck waiting until the phone comes in.
This blog let me know that I'm not the only person who believes Best Buy shoud own up to its total communication break-down, not to mention it's faulty pre-order process, overall! It's obvious to me that they DID NOT have an efficient system in place to coordinate their order process with the manufacturer/distributors. Last I heard they're blaming Apple for not send them enough phones. Funny thing is that I called Apple customer service on 10/7 and they had way more information about the order process than Best Buy. They also stated that by 4 p.m. on 10/7, their own product delivery dateshad been pushed back to 10/24 or 10/31. So I can't understand why Best Buy didn't get this information, and even if they did know, they didn't communicate the delay to their retail staff and customers.
I think they decided that their customers weren't worth much and they wanted to manipulate our business. It was down right "shady" and at this point I'm so frustrated that I'm seriously considering making a full return on everything I purchased on the 7th (iPad and my kid's cell phone). Even the Reward Zone credits and rinky-dink earpiece aren't worth the hassle of continuing to do business with Best Buy!
10-18-2011 09:14 PM
Still no phone or email. Extremely frustrated at this point! Went to the Best Buy this evening to request a refund of my $50 deposit. This is of course my 3rd trip there And of course they told me no refunds on the deposit since it is on a gift card. I feel like i have been swindled. What makes matters worse is just knowing that if i did the preorder online @ Sprint.com i would have had my phone the day it came out which a few of my friends did. Can't believe Best Buy treats their customers like this. I feel like I'm being held hostage at this point; I cant get my money back and I dont have a phone. I spoke with the General Manager at the store and it feels like my concerns and my complaints fell on deaf ears. Can't remember the last time I felt so dissapointed with a companies customer service and lack of professionalism. All I expect as a consumer is a realistic expectation on what to expect after i filled my preorder. Extremely dissapointed Words can't even explain.
10-18-2011 09:39 PM