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New Member
Posts: 4
Registered: ‎03-13-2017

1-888-BESTBUY lied to me

I saw a Nintendo Switch in the store pick up line yesterday (Sunday).  Online policy says they are only allowed to hold pick ups for 8 days, Sunday was the 9th day since the Switch came out on Friday.  I waited 20 minutes (there was only one person in customer service, with 8 people ahead of me) to have the store clerk refuse to sell me it and told me to try on Monday.

 

I gave 1-888-BESTBUY a call to get clarification on the store pickup policy, and explained the situation twice to two different people.  The second person flat out lied to me to get me off the phone, completely unprofessional!  He told me all he needed was my phone number, and that he would email every Best Buy retailer in my area (he didn't even ask for my zip code) to hold one for me.  I found this hard to believe but didn't want to push it any further.  I called back again this morning, and was told they didn't email anyone to reserve a Switch for me.  I called my local Best Buy and explained what happened, and asked if they could hold the console for me, but they weren't able to.  They ended up selling it to someone else.  I spent a lot of time trying to get that one canceled Switch, and ended up with nothing.

 

I can't believe I was lied to by Best Buy's customer service.  I wish I had gotten the guys name, and recorded the phone call. I made the call at 11:42 am PST 3/12/17, if that helps.

Posts: 3,595
Topics: 130
Kudos: 152
Solutions: 127
Registered: ‎08-15-2011

Re: 1-888-BESTBUY lied to me

Hi mywhitenoise,

 

Oh no!  This sounds like a very unfortunate situation and I'd like to personally apologize if you were given inaccurate information.  We never want our customers to feel this way and I'm truly sorry for the lack of customer service you've received.  

 

I'm not sure what the Customer Care Representative would have been referring to, but this is an extremely limited quantity item and we wouldn't be able to secure one for you.  The In-Store Pickup process can hold an item for 7 days before being released on the 8th day.  

 

Again, I apologize for this poor experience and please continue to check here for updates to product availability.  I hope that you'll give us another chance to show you a better experience in the near future.  

 

 

Blake|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-13-2017

Re: 1-888-BESTBUY lied to me

Thanks for the response, doesn't explain why in-store I was denied to purchase it on the 9th day, and why the phone operator lied to me and gave me false security.  He could have told me the truth and said to check back the next morning at opening...instead he purposely gave me false information to mess with me.  I'm very upset about this, the console was in my reach, and now I have to continue the hunt for a Switch.  I'd prefer some kind of compensation or investigation on the phone operator/store who didn't enforce policy, a "sorry" doesn't really help.

Posts: 3,595
Topics: 130
Kudos: 152
Solutions: 127
Registered: ‎08-15-2011

Re: 1-888-BESTBUY lied to me

Hi mywhitehouse,

 

I can't explain why your store wouldn't have released the item, but I'll make sure to document the situation.  We'll handle the matter internally with the store and the Customer Care Representative.  

 

We won't be able to provide compensation, but if I hear anything about additional inventory I'll make sure to let you know.  

Blake|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-13-2017

Re: 1-888-BESTBUY lied to me

Top notch customer service/s

 

Unbelievable.