BestBuy.Com

[Ellisker]

I ordered 5 pre-owned video games as part of their buy 2 get 2 free used video game sale. I chose store pick-up for all of them. Only three of them were in stock immediately. Soon after I place my order, I get an e-mail from BB saying that the three that had showed "in stock" immediately, were not at the store I chose and instructed me to call to chose another option. So I called and spoke with a very nice woman who looked up all three games and found them in stock at a store 30 minutes away. I told her to change the option to that store and I'll pick it up. She changed it and I received the confirmation e-mail that my option was changed, yada yada.

So I head down there right away since I usually receive these e-mails within 45 minutes of ordering. I ran some errands and then walked into the store maybe an hour and a half later since I placed my order. I still hadn't received my e-mail, so I wasted some time inside the store. I finally received the e-mail, but it was only for ONE of the three games! I go to CS, pick up my game and asked if they had the other ones yet. He said that since they were used, he can't just pull them off the shelves and that I will receive an e-mail when they are ready. 

I took the one game and stayed on that side of town since I didn't want to head back home only to have to head back 10 minutes later. I waited around for 3 hours, and never received another e-mail! I went home and looked online only to find out that this store DIDN'T actually have them in stock (I had to go to my order status for this, I did not receive an e-mail informing me) . 

I once again called CS and they listed some stores that had it, but there were all an hr+ away from me. So I told her to just ship the games.

Out of curiousity, I went online again and did a store pickup search for one of the games that I didn't receive. Sure enough, it shows that they are in stock in BOTH stores that I had originally chosen. WHAT GIVES? Is BB online/store inventory that messed up? 

[Ryan-BBY Senior Social Media Specialist]

Hello Ellisker -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Brendan-BBY Community Connector]

Hello Ellisker,

Thank you for joining the forum.

I apologize about the long delay with our response. This has been a pretty busy holiday season and we have been pretty backed up with customer inquiries.

I really can't say for sure what was wrong with the inventory listings here, but I'm sorry this happened. I do know that our systems aren't updated in real time, so if an item shows as available in a location there is a chance that someone in the store already bought it- especially if it is of limited availability. I agree that we have some opportunities to improve our services here.

I am going to document this situation in a case here at the corporate office. I will also reach out to the BestBuy.com support department to see if we can find some way to make sure the inventory listed online is accurate to the store location. I'm sorry again about this whole mess.

Regards,

[Ellisker]

Thank you for your response Brendan.  I got my problem sorted out by a wonderful call center service rep named Henry Jenkins.  Please tell corporate that he is an excellent employee and was the only service rep. that actually listened to me and fixed the situation! 

The online inventory situation is understandable, but still very fruterating to the consumer. If there is anyway it can be resolved, it would make us consumers MUCH happier.