06-03-2011 03:10 PM
Ok, where to begin. Called CS for rewards number so I could get a certificate. Nice lady from Mombay India probably helped, and got the info, then offered to place the order for store pickup. OK moving along etc... Placed order, applied rewards etc... She says. "it's available NOW, thru next 10 days at the store. Can I go and get it? Yes" Off I go. Got to store, guys points at desk and calls someone to help me at the pick up window. No one responds. After about 5-10 minutes of waiting the guy goes to a curtain and tells the two people sitting 10 feet from me that I need assistance. Lady comes out, looks at my docs and says "it's not gone through yet. "Not available for pick up", drops papers and goes back to sleep I suppose. I go to CS desk, and cancel order via the return lane. 23 minutes there to cancel an order that hasn't 'gone through yet'. I go to Staples next door who price matches BB and I go home with same identical product but without the rewards money deducted. BUT I feel important because someone finally smiled and said thank you for your business. If anyone at BB reads these, you lost me today.
06-08-2011 05:26 PM
I am sorry to read about the experience you encountered when attempting to pick up your BestBuy.com® order. In-store pickups for online orders are supposed to make the shopping trip a simple process; however, it sounds as though it was anything but simplified! Unfortunately, orders do have to go through a process prior to pick up, and it sounds like the agent you spoke to on the phone gave incorrect information when she stated it was ready for store pick up.
I can only imagine how I would feel after receiving run around and still not receiving the product. I apologize for any poor service that you may have encountered while trying to retrieve your order as well as the unprofessionalism you experienced from the associates at the pickup window. There is never an excuse for our employees to act rude or unprofessional to our customers, at any time; this is not the type of experience we strive to deliver and I am sorry that it was the result of your interaction.
I appreciate you taking the time to share this information to let us know what we need to do to continually improve as a company. The feedback that we receive from our customers is very valuable. I would like to gather some additional information so I may be able to share this with upper management of that location to ensure they are able to address this issue within the store. I have sent you a private message so we may discuss the details; to check your private messages, you will want to ensure you are logged into the forum and click on the envelope on the upper right hand side of the forum.
Thank you for your time and I hope to hear from you!