Best Buy & Geek Squad Policies

[dolgoski]

On the 6th of November I went to your store in Manhattan (62nd and Broadway, near Columbus circle) to order a laptop I like. At the store I asked can the laptop be delivered to the store and was told that it can. After PAYING and completing all the paperwork required I was told that it should arrive between the 10th and the 14th. I paid in cash. I was tracking the laptop through the "view order" option as well UPS and by the 11th both showed that it has been delivered but when I went to the store on the  11th and later 14th I was told that they don't have it, both times. Prevously I contacked best buy through e-mail to inquire about the status of my order and to save everybody troble this is the copied and pasted message I received:

Sorry, you have not received your item yet. We are showing it delivered on 11/11/11 via UPS to the store address. We value and appreciate you as a customer. If you have any further questions please let us know.

Sincerely,
Twana
Best Buy Customer Care Team

Original Message Follows:
------------------------
This inquiry is related to: Store

 My inquiry is specifically related to: Delivery

 Primary Phone: (I've removed it for privacy)
 First Name: Blagoja
 Last Name: {removed per forum guidelines}
 E-mail: {removed per forum guidelines}
 Order Number:{removed per forum guidelines}

SO? Is my laptop at your store or not? When can I pick it up? Don't forget that I have the receipt confirming that I paid for it.

[Ryan-BBY Community Connector]

Hello dolgoski -

Sean from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Sean-BBY Community Connector]

Hi dolgoski,

I am absolutely sorry to hear about the experience that you have been going through while trying to get the computer you ordered at the store.  I know that it can be confusing when the store is telling you one thing and UPS is saying something else.

I am going to be looking into this for you and when I have more information regarding the status of your laptop, I will be sending you a private message.  To check your private messages, you must be logged into the forum and click the envelope icon in the top right corner.

Thanks ,

[dolgoski]

In the meantime I checked with your friends from twelpforce and this is what they told me:

According to the order, it was shipped from Dell and delivered today.  The store should have received it and gotten in contact with you regarding it.  If they have not, then I would call before going in to make sure that everything is alright with the order.

I hope that this helps and please let me know if you have any questions.

Regards,

On the 16th. Today is the 18th, I called your number and was told that the laptop was in the process of being delivered..two days later!? I also have the proof of delivery from UPS. It was supposed to be delivered by the 14th. So, what's going on?

[dolgoski · Accepted solution]

Well finally yesterday I got the laptop but not thanks to your efforts, I pretty much did everything by myself by going to the store over 10 times and talking to everybody who would listen. I'm tired of arguing about this anymore so I'll just mark this problem as solved...but not thanks to you.

[hockeycanuckjc Trusted Contributor]

dolgoski

I'm happy to hear you finally got your laptop.  Do keep in mind however that things do happen from time to time, and may be out of Best Buy's control now and then, but it seems you were more then helped out here, and found the resolution to your issue. Happy Holidays!