Houston Best Buy, we have a problem.
Several weeks ago I preordered "Dragon Age: Origins Collector's Edition" for my Xbox 360 at the Galleria location in Houston, TX. I made a special trip to this store,- which is sorta out of my way - becuase I've had nothing but terrible experiences at the Best Buy that's closer to where I work. A few weeks later when the game is released, I fight through rush hour traffic so that I can quickly grab the game and be on my way. I check the shelves first to see if the game is there It wasn't, so I asked a nearby employee, and he said, "You need to go to customer service." So I went to the customer service desk (where preordered copies are usually held). The first thing the guy at the counter asked me was, "Did you check the shelves?" before heading off to check the stock room. He came back with a PS3 version of the game, and said that there weren't any in stock for the Xbox 360. He then passed me off to a manager-like employee, who looking quite annoyed went to check another stock room. He returned and told me that they didn't have the game, and then asked me if i had preordered it. I showed him the reciept, and explained that the whole point of preordering the game is so that I'd have a copy saved for me. From what I understood, the store didn't even stock the game I preordered. He looked in the computer system and told me that there were several copies on the shelves at another Best Buy location. To make it worse, the location that possibly had the game was the Sharpstown store, which I had initially decided to skip. They told me to just show my reciept at the counter and I'd get the $5 taken off with my purchase, and I explained to them that "there's no way anyone at the other store will be that helpful." Moments later I left, frustrated becuase no one offered any apology, or any other solutions other than "go try another store." I was treated like some guy who was worried about a dumb $75 video game.
It was the peak of evening rush hour, so I waited untilt he following day to go to the Sharpstown location to get the game. I walked in the store, and luckily found a copy on the shelf. I also picked up a strategy guide to go along with it. I knew that if i went right to the customer service desk I would be subjected to same terrible customer service that made me stop shopping at this location. Instead, I went right to the manager (James) for help. I showed him the reciept, explained the situation, and told him I'd need to have the pre-order discount applied. Annoyed, he said to me, "Great! So...Galleria messes up and makes $5 and I have to lose $5. Ok." I was enraged. I snatched back my reciept and said, "Well you're going to lose $70 for being a (expletive) about it." I wasn't the most eloquent reply, but in that moment everything I hated about this store (and this experience) had boiled to the surface. I stormed to the back of the store to return the game and guide book to the shelf, and as I headed back towards the front of the store the manager was waiting for me. He instantly apologized saying, "Sir, you are right. What I said what completely innapropriate." I really respected him for that, and he seemed really honest and professional. I shook his hand, and also apologized for what I said. This time, listening very intently, he asked me to explain the situation again. Moments later, he took me to a seperate register where he rang up my purchase (totalling just under $100). At the end of the transaction he thanked me for my purchase and apologized for whatever inconvenience I suffered at his store on this visit, and in the past.
Now I know that it might seem silly to some folks (or some Best Buy employees) to be all worked up over a video game. But nowadays these things cost around $60, and with all the fall/winter game releases, I've already spent more on games in a just few weeks that it would cost to buy a new Xbox 360 Elite. The whole reason for offering pre-release reservations is so that gamers will pick up the game at your store, and possibly spend extra money while they're there. But at many of the Houston locations (Sharpstown, Sugarland, Gallereria), I've had pre-order headaches. Several of the stores won't even let you keep the pre-order box, which often includes special bonus game codes for preordering the game through Best Buy.
I know it's just video games, but it's important to me.
I like getting special edition games, or getting pre-order bonuses.
I spend enough money on them that it shouldn't matter what I'm buying, and I should get what I paid for.
I still love Best Buy - it's "my store". But I'm getting to the point where the only thing I do while I'm there is to get a physical look at all the items that I'll go home and order online from another retailer.
Thanks for your time.
/JL
@Dorothy_BestBuy
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