Best Buy & Geek Squad Policies

[samnatemijin]

hi folks. unfortunately for me this is not the first time that i have had a bad experience with best buy and heres why. i had got wind of the hurt locker coming out on blu-ray soon. on top of that, there was to be a best buy exclusive. with that being said, i felt that it was a purchase that i should make right away. i purchased the hurt locker bby exclusive on 1/10/10, because the price had gone down. it was purchased online. i received my confirmation email saying it was ready for pick up on it's release day, 1/12. so on 1/12/10 i made my way to the local best buy where it was put away. long story made slightly shorter, i didn't get it. the store was out. at first the worker with no name tag who was helping me spent about 15 minutes just looking for the movie. he almost gave me a panasonic blu-ray player, somehow getting it confused with the movie. then he had a couple of other employees assist him. i was treated like i shouldn't have purchased the movie online. the supervisor apparently had some doubts about my purchase, stating that if i had done it correctly online then the store i had selected would have it put away for sure. one employee who overheard the conversation gave me a "you are a stupid customer" look, after i had insisted that the movie was purchased and paid in full, and that it was to be picked up at their location. after spending nearly an hour at the store just waiting to find word if they had an extra one in stock, the original clueless employee who almost gave me the blu-ray player said that i wouldn't be getting the movie that night. that i should have just came in the store to purchase it, that the online system is not reliable even if i was given a confirmation email about my order. no one offered to check other stores to see if they had it in stock. not one employee even apologized. i felt as if i was wasting their time, and that it was rude of me to interrupt their work. i am not even sure if i will get the money back that i used to buy the hurt locker. if my order slipped through their hands, i have a funny feeling my money is pretty much long gone. i am disappointed and discouraged that i was not treated courteously by the cust. reps, and that i was not given options as a customer. i probably should have bought it with a different online retailer, their customer service is truly in a league of its own.

[samnatemijin]

in addition, the best buy exclusive edition is sold out everywhere now. there goes my 27 dollars, those exclusives are hard to find, which is why this experience is frustrating. i did everything that a consumer should have. all i ended up getting was a bad taste in my mouth, with no refund or replacement product.

[Fallout3Guru]

It is unfortunate that you had such an unsatisfying experience at Best Buy - hopefully, this is an isolated incident.

All things aside, if you do not end up getting your movie, your order will be automatically cancelled in 8 days, or you can call 1-888-BESTBUY to cancel it with the "Dot Com Support" department. If you reach the Support department, you can also explore the option of changing the order from In-Store Pickup to Shipment if it is available for shipment, or you could even change it to In-Store Pickup in a different store if it is available in the desired store.

Be advised that the Support-related sections of 1-888-BESTBUY are frequently busy, so it may take at least a few minutes to reach someone - have patience, and when you reach an agent, they will do their best to assist you. It probably won't even take more than a few minutes if there is availability. Additionally, although it usually takes a few days, a forum Moderator will most likely be able to assist you, if you would like to wait for one of them. If you don't have the time to or can't wait on the phone for more than 30 minutes (on a busier day,) it may be better to wait for a moderator or for the order to auto-cancel.

I hope that this helps - when your issue is resolved, please let us know about it so that others may learn - thanks!

[samnatemijin]

thanks for the response and suggestion. i admit that i am wary of contacting customer service, this is something that should have been handled in the store itself. i actually tried to order online, but shipping is not available for the item. i tried to buy it online as well and do store pick up again, but now everyone is out of stock. i called the local best buy to see if they happened to have had it but no luck there either. unfortunately this is not even for me, a gift for a relative who is to be deployed in april. not all best buys are like this, but i feel surprised that something i received a confirmation email twice for was not even in stock. plus the unneccesary wait at the store, and the no apology makes me hesistant to purchase anything online from best buy or instore anytime soon.

[Josh-BBY Retired: Community Connector]

Samnatemijin,

I apologize for what you’ve experienced with your order. I can understand why it’s frustrating when you order something and it’s not available anymore. It is especially difficult when it’s for a gift and is a special edition like the DVD you ordered from us. Things can happen that make it so a store sells out of this sort of promotional material and we do what we can to limit that possibility. It seems that we made a mistake here and for that I am sorry.

I will do what I can to assist with this. Because there is so much that goes into helping with order information I have reached out to you with a private message. To access that message please make sure you are logged into the forum and click the envelope in the upper right hand corner of your page.

Thanks for posting your feedback in the forum and I look forward to talking with you!

[samnatemijin]

here's something to supplement my original post. i actually bought troy on blu-ray the same day that i bought hurt locker. bestbuy.com had a great price for it, so i bought it, selected instore pick-up, then waited since it showed online that the store i selected had the movie in stock. next day i get an email saying troy is not available, a phone rep offered to ship it for free. 3 weeks passed without any trace of the movie. i used to find ordering online was easy and convenient, now not so much anymore. i checked my bestbuy account online to make sure the address was right, which it was. now i am left with two frustrating situations stemming from online purchases. argh.