BestBuy.Com

[quantumn0de]

Like many others I have had my order from Thanksgiving week sit in limbo for several days with few updates and empty promises.  I figure I might as well post my story here.

I ordered the Zelda 3DS bundle on 11/24 just after 6am and, of course, everything seemed fine.  The order was estimated to arrive by 12/3. 

The beginning of the week passes and no update, order is still in process while the availability still indicates the item ships within 0-1 business days. 

On 11/30 I get the finishing touches email, my order will ship soon.

Two more days pass, 12/2, and I get another email indicating that the item is backordered. 

So, what am I left to think, that on the way to put tape on my box the 3DS fell out and got kicked under a table, and after two days you couldn't find it so I have to wait until you get more(IF you do?!)?  I might as well think that because I'm certainly not getting any straight answers much less some reassurance. 

I'm not going to pretend to have any knowledge of how you process and fill orders and what was actually meant by that finishing touches email other than to placate me for a couple more days.  As a customer, though, this basically says that Best Buy is more concerned about order retention than customer retention. 

I'm not expecting someone to guarantee me that my order will ship tomorrow, though that would go a long way toward retaining my business.  I just want some reassurance that my order will be filled.  I want to know if you have more inventory being shipped to you or that you have recalled unsold inventory from stores to fill this order.  I want to know why this happened and what you are doing to fix the problem outside of giving me false hope and waiting 2-3 more weeks before just cancelling my order and leaving me empty handed with no faith in your business.

This is not the first issue I've had with Best Buy, but it is the first issue I've had with bestbuy.com.  I hope it is the last because Best Buy steps up and not because I'll be taking my business elsewhere.

[quantumn0de]

Small update here:

On 12/3 I received an email from an agent in reply to my inquiry about the unexpected backorder status which basically just 'confirmed' that the item is on backorder and that I can 'extend' the backorder status if I want.  The agent had no information about when the item would be available again, at least no specific date or even a time frame.

I replied to 'extend' the backorder and to ask more specific questions about the situation, mostly to get an idea of whether they will be able to restock the item.

I have not yet received a reply from an agent, but tonight I received an automated acknowledgement email, which seemed a little late,  indicating that I would receive a reply within 72 hours.  A few hours later I received another automated backorder status email letting me know that the item is still backordered.

'Helpful' information, but at least they are not cancelling my order.  It would be nice to know if that meant there is a good chance the item will be restocked, but it's just taking a while.

Did anyone else order the Nintendo 3DS Limited Edition Zelda bundle on 11/24 or during the presale or any other time that it was available and have you experienced a similar problem?  

[Solomon87]

 I hate to be the bearer of bad news but im pretty much sure that the bundle you ordered was a one time thing only as in NIntendo won't be sending out any more of these Zelda 3DS bundles as you put it yourself it is a limited time only bundle. Typically with things like this a retailer will receive a rather generous amount of these one time only items and once they sell out, that is it. I really hope you get one though but im almost 100 percent sure you will not and i am sorry that Best Buy screwed you over just like they screwed me and many many more people over. As you said, they were more concerned about order retention to fluff up their black friday sales instead of customer retention.

 Best Buy is headed for an eventual bankruptcy sooner rather then later and this huge ugly mess they created is proof of it.

[quantumn0de]

I decided to give 888-BEST BUY a ring today to try and get a live response to my order troubles.  Thankfully I didn't have to hold very long, but I did get a slightly disturbing message on the IVR after it checked on my order number.  It said something along the lines of:

"There is a billing(?) issue with your order, I will transfer you to an agent."

This is the first I had heard of this so I was mildly concerned as I waited less than a minute before speaking with Keisha, who assured me that there was no indication of a 'billing' issue.

After the obligatory authentication and status review, and explaining that if Best Buy wanted to keep this order and my potential future business I would have the answer to the following:  I don't care when I get it, but will my order be fulfilled or is it going to get cancelled automatically when Best Buy finally decides that this item isn't going to be restocked?

Keisha contacted supervisory support for the answer and the response was(paraphrasing):  "Best Buy is working to fulfill all delayed orders by Christmas."

When I pressed for more of a guarantee or information concerning my particular item I got a response that I feel was somewhere between experience and speculation(paraphrasing):  "If the item is in a backorder status and has remained so for this amount of time without cancellation it indicates that we are expecting a restock of the item.  It is Best Buy's intention, and surely that of the manufacturer, to fulfill these orders, but we cannot guarantee when."  

I don't trust that Best Buy has any idea of what Nintendo's intentions are with a limited edition item, but I am choosing to give Best Buy a chance on their half of that deal.

I expressed how displeased I would be if I wait another week and my order just gets cancelled.

To that effect I have given Best Buy an ultimatum - Fulfill this order or lose my business forever.

Keisha was doing the best she could, but I could definitely hear the frustration in her voice.  Having worked in a call center I empathize with everyone in Customer Service.  There are times when you aren't given the information or resources to handle a question, concern, or request and it is difficult to remain customer focused when you are handcuffed in that way.  I can only imagine how frustrating it is to have to deal with the kind of volume that mistakes and misinformation on this scale create on top of it simply being the holiday shopping season.  Thank you, all.

I would still appreciate it if an agent here would take ownership of my situation and try to get me the information I need to determine whether my faith thus far is ill-placed.

I want someone at Best Buy to give me a non-speculative, straight answer:  Will my order be fulfilled or should I give my business to Gamestop, which apparently still has this item in stock?

[quantumn0de]

So I just checked my email and found a notice that my backorder had been 'extended', which was delivered about 10 minutes into my call today.  The email clearly indicates that Best Buy will give the order just 10 more days before cancelling.

I was aware that there was some sort of limit on the length of time an order will remain in backorder, but I do not want to wait 10 more days just for the order to be cancelled. 

888-BEST BUY seems to think that Best Buy is working to fulfill all orders by Christmas.  That would give Best Buy a whole week after my order would be cancelled automatically to still potentially fulfill this order.  I want my backorderd extended until Best Buy either fulfills my order or determines that the item will not be restocked.

Surely someone at Best Buy is responsible for restocking this item and knows beyond a shadow of a doubt whether there will be any, much less enough, of this item to fulfill outstanding orders.

[quantumn0de]

I thought I might remain patient until I noticed threads posted after mine getting acknowledged by the Social Media team.

I would appreciate if an agent would give my issue a bit of attention.

[l_magoo]

Man, I feel for you.

I have had the same problem with the PS3 Complete Entertainment Bundle ordered on 11/24.

BB phone customer service reps tell me its a holiday bundle and that my backorder may not be filled. I gonna hold out a little longer and maybe try to extend my backorder, but I don't know if I'll be able to wait.  

BB has really got a mess on their hands. They should have never offered any of these items on-line and in-store. It should have been one place or the other.

[AnchorsUp]

Good luck dude. I ordered a product that wasn't high in demand (little Canon lens) and even it has "been delayed". I cancelled and am buying elsewhere. You might want to consider doing the same. A lower price isn't worth not getting your item. 

[Darksieg]

@AnchorsUp
Did you called to cancel your items? PMed a mod here and never received an update. It's been a week now and my item is still in process.

[AnchorsUp]

Click the link on the email that takes you to the order page, and it gives you the option to cancel. I did, and the credit was almost immediately put back on my credit card. All the mods seem to be offline, but PM Mariel-BBY. She helped me immensely.