BestBuy.Com

[Deegan]

I pre-ordered Mass Effect 3 to take advantage of the $10 GC on Best Buy.com. This was not a $5 reservation but the full $59.95. I received the confirmation e-mail that the product was reserved and instructions to pick it up at store #281 on 3/6.2012. I arrived at the store and there was no copy reserved in my name. The customer service rep looked in the warehouse, on the floor and thru every lettered customer pick-up bin with no luck. This hunting took no less than twenty minutes. As I waited, three other customers walked up and received their Special Edition Mass Effect 3 (PC) copies and walked out. Finally the CSR called multiple other stores and found another store that had multiple copies in stock on the retail floor.  He then called BB.com and had to wait another 5 min to transfer my pickup order to another store (#1000). I then had to travel to an inconvenient BB location and wait in another line to find out that they didn’t have my copy pulled off the floor and waiting for me. I had to wait again.

When the copy arrived and was rung up, the CSR handed me the game without the $10 GC.  I told him that I should also be receiving the GC because of the preorder. (The GC was the ONLY reason I went against my better judgment and prepaid for anything on BB.com, much less a game.) He told me they were not available in the store but it would be added to my Rewards Zone account.

The $10 certificate has not been credited to my reward zone account.

I have been double charged to my VISA card.

When I saw this offer in an e-mail ad sent from Bestbuy.com my first reaction was “Yea Right, like I’d ever actually get it from Best Buy on release day. They would screw it up and keep my money for a month.” I was wrong. You did deliver on release day. I just ended up paying double, wasting an hour and 45 minutes and never got the gift card I was promised. Nice job guys…at least you are consistent.

One final note: I was invited to a focus group, run by a third party consulting company, to give feedback on BB.com and give suggestions on the sites feature/ease of use. This was about two weeks before I made this purchase. My most fervent suggestion was that bb.com monitored its stock so that purchases made online, to be picked up in the store, could be guaranteed. Obviously not enough time has passed for that focus group study’s results to have been analyzed and then implemented. But, I would hope that you realize the reputation BB has for missing promised delivery dates. I just purchased and built a $1200 computer thru Microcenter and Newegg exclusively. Even if Best Buy had the components available I wouldn’t have ever ever ever considered buying from their online store. The reason: I don’t trust Best Buy to conduct a transaction without some sort of headache.  This transaction gave me three headaches. What should have been an easy 10 minute in-and-out pickup has me, two days later, still pursuing two unresolved issues

Order#: {removed per forum guidelines}

CC# (Last 4) 6733

Chad

[scopio]

They got your money.

You are at fault for this since you are the customer. They don't make mistakes. And they know they have inventory issues, but like keeping your money more then fixing the problem.

[Ryan-BBY Senior Social Media Specialist]

Hello Deegan -

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

[Deegan]

I am still waiting to hear from Brendan. I've been double charged and I still haven't received my $10 gift cart.

[Deegan]

Still no response after I've messaged three reps.  I'm about to dispute the original charge with my cc company. I've been patient but that will only last a little longer. 

[Deegan]

Ryan,

I think Brendan is on vacation. It has been six days since you responded to my post and I have not been contacted. I have two unresolved issues but the double charge to my visa is the most pressing.  

Tell someone on your staff to contact me today. I don't want to end up at the bottom of another rep's inbox. 

I'm starting to feel that escalating this is the only way to make anyone move. Drama and threats seem to get most attention. 

[Brendan-BBY Community Connector]

Hello Deegan,

Welcome to the forum!

I am sorry about all the trouble and confusion you have experienced with your pre-order of Mass Effect 3. I personally shop at both of the stores you cited so it is disappointing to hear about the run-around you have been though. I'm confused as to why you were double charged as well, but I hope we can get this resolved.

I am sending you a private message to assist you further with this. To check your private messages, make sure you are logged into the forum and click the yellow envelope in the top right of the screen.

Regards,

[Mbrguy Emerging Expert]

Average response time from when it is assigned is 3-5 business days. It is currently at 3 business days. Don't worry, Brendan will get with you to look further into this.

[scopio]

It should take 3-5 minutes to handle an issue like this.

Not 3 to 5 days, 3 to 5 people, 3 to 5 case mumbers, and 30 to 50 hours of the customer's time.

[Mbrguy Emerging Expert]

Well they aren't just helping that one person or they would be able to assist much faster. They work with people in the order that they posted.