12-04-2011 08:07 PM
I have had horrible issues with in-store pickup over the past couple years. Yet, each time I use the service, I convince myself that Best Buy has made significant improvements. Best Buy promoted a one-day special for in-store pickup purchases, so I hesitantly used the service again. In the process, I lost out on a great deal.
This week, I purchased Killzone3: Helghast Edition at the unadvertised special price of $24.50 (regular price $89.99). I placed the order at 9:00AM during the first day of the special pricing, when nearly all 10 nearby stores showed that they had inventory. I received email confirmation at 9:30AM that the item was ready for pickup. I figured that my purchase would be safe, and that I could head to the store later in the week when I was going to be in the area.
Jump to four days later, when I stop by the store to pickup my purchase. To my surprise, I find out that the person that filled the order selected a copy of the retail game (regularly $39.99), not the special edition. By that time, all the stores in our region had sold out of the special edition, and the SKU is no longer listed on bestbuy.com. Best Buy was not even willing to sell me the regular edition of the game for the price I secured using store pickup (not that I would have accepted that offer). The reasoning was that it was a different item that the one I purchased, and they could only match the current online price. Had I known there would be complications using the service, I would have just gone to the store instead of using the recommended in-store pickup "service."
Calls to customer service have resulted in a dead end, or being transferred to "corporate," which is closed. I really just want the item I paid for at the price I agreed to pay. It appears that I lost out on this due to employee incompetence instead of lack of inventory. I am not expecting this to be resolved, but wanted share in my experience. I would be pleasantly surprised if Best Buy actually responds or resolves this.
12-08-2011 12:37 PM
12-16-2011 12:54 PM
I hope you are having a great week.
I apologize for the frustrations you have encountered using our in-store pick-up option when placing online orders. While for the most part this is a very smooth and complication free process, I understand there are times when this is not the case.
I was able to locate your order using your email address and took a look at the inventory for that game at your local store and they do have that in stock and at the same price you originally paid if you were still interested in getting that.
If you have any other questions feel free to let us know.