11-30-2009 08:46 PM
I have to say that I'm very disappointed in my experience so far with Best Buy's In Store Pickup option and it seems (after reading through this forum) that I'm not alone.
I chose this store because of the sale price of a top of the line Blu Ray player (including free movie!) and because I wouldn't need to wait for shipping. Now I'm thinking I would have been better off ordering with another online site as I normally do, free movie or no.
I placed the order, chose "in Store Pickup", verified that the products were in stock according to the website that allowed me to order them. The first confirmation order arrived within minutes. Upon reading this, I notice that I now need to wait for a 2nd confirmation email...what? OK, it says that "normal" wait times are 45 minutes...seems fair. It is now 3 hours later - no 2nd email. My order status on the website still says that they're awaiting inventory confirmation...
This will most likely be the last time that I do business with Best Buy. I used to love in-store pickup with CC - 1 hour guaranteed...I could place my order, leave the house, and by the time I got to the store (15 mintues later), my order was waiting for me!
Never again Best Buy...
11-30-2009 10:17 PM
I am extremely disappointed with my BestBuy.com experience. I placed an order for an Olympus FE-4010 camera at 2:29 PM Pacific Time on 11/30/09. At 7:00 I still had not received any confirmation that my order was ready to be picked up. I called the store in Modesto, CA and they told me that my BestBuy.com order had not yet been transmitted to the store, and they no longer had the item in stock. I then spent 48 minutes on hold with BestBuy.com customer service, and finally was able to talk to a live operator. She told me that they were "waiting to hear back from the store." I told her, "no, I just talked to the store a short time ago, and they told me that the order had not even been received by them yet." She then asked if I wanted to go ahead and have the item shipped to me. I told her that would be fine, as long as I can receive the item this week, as I am leaving on an overseas trip early next week. She kind of laughed and said, "well I can tell you that you're not going to get it this week." I then told her to just go ahead and cancel the order, which she did.
I am in utter disbelief that a company with the vast infrastructure and financial resources of Best Buy can be so pathetically disorganized and illprepared to cope with Black Friday and Cyber Monday logistics. While the loss of my sale won't matter to the company, be rest assured that I will tell everyone I know about my recent experience and I will take my business elsewhere in the future.
11-30-2009 10:23 PM
I too am currently experiencing In-Store purchase, 2nd email delay issues.
Let me explain MY situation and I'll also tell what the Customer Service rep in the store informed me of as well.
I wanted to take advantage of BestBuy.com online deals (which end tonight!). I unfortunately cannot order online because I have fully paid off my credit cards and I wasn't about ready to open a new card. So I went to the store with cash in hand and talked with a sales associate and asked if there was anything I could do. The floor associate said for me to purchase a Gift Card for the exact amount and then come back to him and he would process a .Com order from his terminal. We figured out how much the taxes and everything would be and then I went to the front of the store and purchased a Gift Card just like he informed me to do. We processed my order, he printed me a receipt of the order and then said for me to "just wait for the 2nd email and then you can pick it up in customer service."
I started checking my email address with my cell phone. I got the first (Order Confirmation) order almost immediately. An hour and a half later I still had not gotten the 2nd email. My cell phone then decided it would be stubborn and refused to check my email. So I went ahead and went to customer service and explained about my cell phone and they agreed to check on my order.
The Customer Service Rep told me that it's still in inventory verification. I turned around...pointed at a display case...and explained to the CSR that the particular case being pointed has 10 of them in there. "Inventory verified...can I have my item now?" She then informed me that she cannot release the order because the order was flagged with a "Fraud Alert." WHAT?!?!?? FRAUD?!?!?
She informed me that the orders are not immediately sent to the stores...Their corporate offices send the inventory pull order after they verify Credit Card orders. I told her that this was not a CC order but a Gift Card order and that there isn't anything to verify. I then showed her the receipt of the GC purchase, as well as the order confirmation email from the floor associate showing me using the same GC on this order.
I hope that I get the ready-to-pickup order EARLY in the AM.
This WAS to have been an anniversary present for my wife.
"Thanks Best Buy for ruining my anniversary!"