Best Buy & Geek Squad Policies

[szzkelly]

• Purchased in store a microwave on Sunday,
• Received receipt and told store pick up Thursday.
• Thursday Fiancé with receipt in hand arrives at store and told cannot pick up as his name not on the receipt that he has in his hand.
• Fiancé asked Monty to call the number on the receipt (that  I gave when I purchased said microwave) and that person on other end of phone could approve the pickup. They said no so Fiancé called me..and showed Monty the number matched on the receipt. I said John {removed per forum guidelines} was okay to pick it up and told Monty that he should ask for Johns ID to prove such. Monty said NO
• I asked for Manager and Monty said he was the manager. He said the store required Physical proof of who I was to release the microwave no Identification but PHISICAL Proof
• I arrived at store very upset and asked for the Manager expecting to see Monty.. I met the Store manager Scott!   Turns out Monty was not the manager ,
• A 2nd employee confirmed to Scott that Monty did say on the phone he was the manager .
• IE: THIIS EMPLOYEE LIED
• Scott the manager then said to me to wait while he learned from his employee what was going on and then would listen to me.   Excuse me Listen TO THE CUSTOMER FIRST!!!!
• Scott advised that PHISCIAL PROOF needed to be supplied I am now furious and said did I need to strip and show my birthmark..and how would they know I had one since I did not have to show it TO PAY for a product .
• He of course then said what that meant was ID.  I am a college grad and do understand the English language and asking for identification is not asking for Physical Proof. 
• I tell Scott that he obviously does not have an extremely busy store and would think he would want to sell this microwave. HIS SMART ANSWER WAS  “Wall street would care to differ with me. 

Now lets see I wanted to spend 300.00 and get a microwave.  What I got was  a liar and smartalec  manager.   Would you want to shop at the Winter Garden Fl Store  No Of course not!

Sue{removed per forum guidelines}

[laurandavid]

It is stated plain and clear when you order online that the person placing the order has to pick up. There is also a spot to add additional authorized people to pickup as well.

People just need to read and all would be well.

[cr_client]

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laurandavid wrote:
It is stated plain and clear when you order online that the person placing the order has to pick up. There is also a spot to add additional authorized people to pickup as well.

People just need to read and all would be well.

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The OP's post stated that the item was paid for in-store, and they arranged later pickup.

However, the remainder of your statement is mostly correct.  Only the person who paid for an item is allowed to pick it up, with proper ID and the payment method used.  This is for the customer's security as well as Best Buy's.  If the customer wants to have someone else pick the item up, they need to state as much at the time of the purchase in order to allow that to happen.

The unanswered questions in this case are: Why, if the item was paid for in the store on Sunday, was it not picked up until Thursday?  It could be a matter of the properly sized transportation, of course, but it's not mentioned.  The other question is, if the Fiancee went to pick the item up, and then the OP followed shortly after the phone call, why didn't the OP go to pick it up in the first place?  Obviously, not knowing the restrictions that only the payor can pick up an item, it's possible that the OP didn't feel the need to go, but if they were able to immediately go to the store after the phone call, it sounds like they were available the entire time.

Too many unanswered questions in this one...

[szzkelly]

First when the product was purchased we told them someone else was going to pick up!!! 2nd...reason it was picked up later was product was not in stock.  Reason op did not go was I was at work. Had to leave early to get this mess resolved. Was going out of town next day so would not be able to pick up for another week.

Real problem is when a employee lies about who they are and manager treats customer with no respect at all.

Not a complaint about the product at all!

[Dorothy-BBY Community Supervisor]

Good afternoon szzkelly -

Jacob, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for sharing your experience.

[CrystalWoW Community Veteran]

As for the manager situation, the store does not have just one manager. There is the store manager, and several other managers. If you or your fiance asked for the store manager, they would give you whoever was acting currently as the store manager when he is not there. They are equally managers, just not the full general store manager.

[szzkelly]

The manager that night was Scott not Monty... Monty lied and said he was th manager knowing full well Scott who was on the floor that night was the manager.  ie: when a customer wantes to speak to a manager.  get one if there is one one the floor do not lie and say you are one.

Scott adimitted Monty was wrong in doing this.

Why do people keep trying to justify unless you are bb employees....  do you like have employees lie to you ...and then be talked down to by the manager. If you do then the wintergarden fl Best Buy is where you should go.

I have a feeling everyone who keep justifing what happened are BB employees.

sue

[Jacob-BBY Community Web Planner]

Hello szzkelly,

There is never a valid reason for any employee to lie.  There is simply nothing to gain.  It sounds like Monty has manager empowerment but wasn't the most senior on at the time.  In any event, unless they are the general manager, there is another manager that you could, in theory, talk to.  I'm sorry the pickup process was so frustrating.

There is definitely policy around product pickup that our stores are instructed to follow.  Now, that doesn't mean that reasonable exceptions or accommodations can't ever be made.  I fully agree that one should have been made in this case.

I will be sharing your feedback with the general manager of the store, who wasn't involved according to your story.  (Neither Scott or Monty is the GM.)

I do see that the microwave purchase was refunded to you.  If you need anything additional from me, please let me know.

Thanks for taking the time to let me know about this,

[szzkelly · Accepted solution]

The manager of the store contacted me today Donna  I belive was her name and she was Fantastic. She understood the situation., apologized and clearly cared about her store. If everyone at Best Buy was like her this incident never would have happened.

Thanks

Sue