BestBuy.Com

[pprof]

rerder #{removed per forum guidelines}

Store # 554 20540 State Road 7 Shadowood Square Boca Raton, FL 33498 

I was in a big hurry today and I needed to purchase a network switch.

To save time, I ordered the switch on BestBuy.com and instructed it to have it waiting for me at the local store.

Almost immediately, I received the confirmation e-mail saying it was ready.

(I think you can all guess where this is going)

I get to the store with all appropriate paperwork in hand, and sure enough, the network switch is nowhere to be found.  (Store information was confirmed, etc)

Their inventory showed there should be some on the shelves but no one could come up with any.

They had none that were cheaper, and I was not not authorized to spend more.  I asked if they would sell me a slightly more expensive one at the same price.  I'd be happy with an opened box, a referb, etc. I just needed one, and I needed one FAST.  Answer was just a "shrug".  No apology, no nothing.  "If I like, I can have a refund"--with NO OTHER OPTION and no offer to make it right.    This whole ordeal took 45 minutes.

This is NOT the first time I have shopped at this store, but sadly it is typical, and therefore my last.

I went across the street to Office Max.  They had a BETTER product for *LESS*, and I was in and out within 5 minutes.  They (Office Max) will have a loyal customer in me. 

[hockeycanuckjc Trusted Contributor]

While you got the information almost instantly (as you said it) from Best Buy that it was ready, you should of been the smarter person to catch this and immediately call up the store before you head out there to save yourself an extra trip and frustration, that this could of prevented.

[CrystalWoW Community Veteran]

I really don't see how it was the op's fault. Seems like a system glitch that was sucky but the customer shouldn't be considered "not smart" and prevent a system glitch from wasting their time. I wouldn't call if I got a confirmation email. I would just go in.

[pprof]

So, I guess you are conceading that those "It's ready!  Come on by!" Emails are meaningless and cannot be trusted?

If I had called, would someone have actually gone to the shelf and check, or would they just check the computer (which incorrectly said they had 3 in stock)

Seems to me, a phone call would have just made it worse.

[hockeycanuckjc Trusted Contributor]

---

pprof wrote:

So, I guess you are conceading that those "It's ready!  Come on by!" Emails are meaningless and cannot be trusted?

If I had called, would someone have actually gone to the shelf and check, or would they just check the computer (which incorrectly said they had 3 in stock)

Seems to me, a phone call would have just made it worse.

---

Sure you can say that. A minimum of 15 minutes and as long as 45 minutes is standard for in store pickups to be ready. Sheets are printed off a computer and a team is sent in to pull from the stockroom/floor ,  wrap up and process your order. If you get it in much less time then you should suspect something is wrong and you need to call the store before you go there as it might have been a mistake. I apologize if I have come off on a little bit of a snotty response, but please in the future , call first as a rule before going to confirm. 

[Justin-BBY Community Connector]

Hi pprof-

It's very disappointing that we have lost your business because of this network switch order issue that occurred.  I agree with you that it is aggravating to hear of your interactions with our Boca Raton, FL store and it's saddening to know that you had to go elsewhere to get your needed network switch. 

I have your order information and will surely pass your raised concerns to the upper levels of store mangement to be addressed.  We never want to leave you, our customer, with anything but excellent customer service and it clearly appears that we did not do so during your experience.  I truly apologize for any inconvenience and I'd like to discuss this matter a bit more, so I'm sending you a private message.  You can check your private messages by logging into your account and selecting the letter icon in the upper right corner.  If you have any other questions or concerns, feel free to reply to this topic or send me a private message.

Thanks for posting,