03-29-2012 01:35 PM
I ordered an item for store pickup. It said 3-5 days.
Unlike the eTailers such as Amazon, Buy.com, Newegg, etc, the only status that apparently displays is "In Process" until it is ready (haven't gotten there yet). It doesn't give a more detailed statuses, such as "Accepted", "Shpped" etc. which my experiences with eTailers had conditioned me to expect.
Further, when I called on it 3 days after I submitted the order to find if it really was doing something, the automated voice response system told me that there was "Billing issue" when I spoke to an agent, she said that there was no problem, and it had been shipped from the warehouse.
My order was for 2 speakers and a subwoofer. The day after I spoke to the agent, I received an 3 emails, all sent at the same time, that a subwoofer had been shipped. Not a word about the speakers. I'd be worried if I hadn't talked to an agent earlier in that day, because based on the emails, it looked like I was getting 3 subwoofers, or at least not getting the speakers.
So the whole online order system is not only givin insufficient status information, it is creating inaccurate information. If I hadn't spoken to a human being, I would think that my order was not being processed, and that I was getting the wrong items.
If BestBuy is trying to compete with an better web presence and trying to combine brick-and-mortar with the web, this is not the way to do it.
03-30-2012 03:35 PM
04-10-2012 12:47 PM
Welcome to the Forums! I apologize for the delay in this response and I appreciate your patience.
Thank you for choosing us to make your purchase and I appreciate your feedback on that experience. You should have received emails after your order was placed confirming your order and then to let you know it was shipped or ready for pick-up. I am not sure why that didn’t happen in your case. I know that sometimes our emails can end up in a “Spam” folder depending on your email provider, not sure if that happened in your case or not.
Again I really do appreciate you taking the time to share your feedback with us and I have passed this along to our business teams for review of future enhancements.
I hope you have a great day!