11-26-2011 04:05 PM
I ordered a Toshiba-Canvio Basics 320GB External USB 2.0 Portable Hard Drive-Black last night, two separate orders. I has to pick them up, couldn’t be shipped, so I originally selected the Sanford store. While checking out I received a message the hard drive wasn’t available at Sanford, select another store. After reviewing the list of stores the drive was available I selected Altamonte, wasn’t driving to Daytona or Alafaya. This morning I receive an email that one of the orders was not available, nothing about the second order. I try to call the number listed in the email and I’m forced disconnected because of high call volume. I try to call the store to check on the status of my order and after waiting in queue for approximately 5 minutes, not that bad of a wait, the phone starts to ring and rings for 2 minutes, no one picks up. I now have to drive out to Altamonte, hoping they have at least one of the hard drives available. After about five minutes of researching my order I’m told the store doesn’t have any hard drives in stock, in essence my two orders are canceled. I tell the sales rep that’s not acceptable, when I placed the order online the website stated the hard drive was in stock.
Then came the “manager.” What a joke he was, all he could do was try to explain to me how their inventory system works, the stores updated inventory wasn’t uploaded to the website until 10am and that is when it was discovered the drive was no longer in stock. Well, it seems the website knew the drive wasn’t in stock at Sanford when I tried to check out, so that’s not a sufficient enough excuse, blame the website. I asked the “manager” to find me a hard drive and his response was that it can’t be done. Does the Alafaya store still have it in stock, how about finding it from another store and having that store transfer to a closer store to me? This is ridiculous and poor customer service. Take charge, make an attempt, do something to rectify the situation instead of just laying off the blame on the website and absolving yourself of all responsibility.
11-26-2011 04:16 PM
The employees are right, the stores are having a huge backlog right now with all the shipments recieved daily to keep up with the holiday demand, and its difficult to predict availability.
11-26-2011 05:03 PM
No the employees were not right. There was no effort to solve the issue and that is why I will never shop Best Buy again. Companies can not continue to blame the website and not accept responsibility. There is always something more a company can do beside shrugging their shoulders and saying, "Sorry, the website was wrong."
11-28-2011 08:11 AM
11-30-2011 09:47 PM
I hope you are having a nice day.
I can certainly appreciate where you are coming from and understand the frustrations you are going through. You made an order, you want what you ordered, pretty simple. Unfortunately the issue that arose here is that these units are a discontinued SKU and are no longer available.
I am sending you a private message to get more information about the experience in general to make sure that we document this thoroughly for you, and to see what options we can come up with. To check your private messages make sure you are logged into the forums and click the envelope on the right side of the page.