BestBuy.Com

[KMolik]

So I would like to purchase a game online.  It is unavailable at either of the two local stores that we have since launch and I'd really like to purchase it with my reward certficates.

The only issue is price match.  I can save an additional ten dollars if I buy it else where.  I have had my share of issues with BBuy customer service being reliable before.  I don't want to purchase online and not get price match because the store has no circular to show as proof.

Is their a way to just order online and have pricing be adjusted to reflect through the use of a phone call to verify said pricing.  Or do I really have to just purchase elsewhere?

[KMolik]

  I'm a Premium Silver Member of your rewards zone.  When I first became and used the free shipping feature, I had ordered a game on release and received it day of release.  I was incredibly impressed by the speed of delivery and felt incredibly appreciated as a customer.

  The next game I receive came a week later as did the others that I had pre-ordered as a part of the pre-order 5 receive 100.00 back in reward certificates.  Realizing that release day receiving was not what I had hoped it would be.  I had decided to go to in-store pick up.

  The first time I did a in-store pick up the game I had ordered was not even delivered to the store, I'm their for midnight release and your store did not even receive it..  No copy of it at all for my system was even delivered.  They checked the system, called me that morning, and sent me the 20 minutes out of the way to their sister store across the river stating that they spoke with them and had them put one on hold for me.  Only to get there, they have no clue what I'm talking about, making me have to cancel my order and go to another retailer.

  The second time I did an in-store pick up, they didn't even have the special edition I had on pre-order for four months.  Requiring that I wait an additional week, saying they would call, which they never did requiring me to call them about it. 

  An easy way to make a lot of people happy would be to probably go through all in-store pick ups for the day that have been in place since at least the day prior and make sure they are set.  If you aren't going to be set for me to pick it up, have a back up plan, some form of making amends especially after repeated issues.  And letting me be able to not make continued trips to get it resolved.

Every morning they should be going over all in-store pick ups set that day and making sure they are all the correct item, make sure they are all prepared to be picked up as well.  I'm tired of being the nice person, smiling, saying it's ok because I like the store and know rare occurances happen. However If it's becoming a constant thing than I would rather just buy it elsewhere where I know I won't have these problems.

[KMolik]

After stepping away for a minute.  One thing I also thought of was a recurring issue stamp card, or "on time guarantee" .  My place of employment has one and it does WONDERS!

If they don't have the product within the time limit specified they get like 5 dollars off said product.  For those already burnt out may be willing to retry, especially if it's a potential savings over another competitor.  And for smaller items of lower cost shouldn't worry because it may be easier to get taken care of.  There could also always be exceptions like limited items, door busters, certain holidays/weeks (like xmas ha).

Or in the event of the stamp card.  If there has been an issue with instore pick up x amount of times the next time it happens you credit the lowest costing item.  Obviously the on time guarantee would be the better idea.  However if you'd rather make it less an occassional issue credit and more recurring problem kind of credit then you'd want to go with the card.

This allows people to know that BBuy will do the right thing in recognizing time spent resolving issues, and may forgive for some for extended waits at counters and such.

[KMolik]

I would greatly appreciate some help on this matter.  I just checked the other store, and they actually have the product at a ten dollar discount from normal.  So their price would save me an additional 20.00 dollars.  Should I really purchase elsewhere or can someone help?

[rwe528]

If you can go to your local store you can possibly order the game and get it price matched as long as its another brick and mortar store within 25 miles. On top of the price match, you should also be able to use your reward zone certificates for your purchase. It shouldn't be double dipping so you should have no issues.

[Ryan-BBY Senior Social Media Specialist]

Hello KMolik -

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

[KMolik]

Did you have an idea when this would be?

[CrystalWoW Community Veteran]

Normally 3-5 business days.

[Brendan-BBY Community Connector]

Hello KMolik,

Welcome to the forum!

I'm sorry about the poor experiences you had with the in-store pickup option with our stores; obviously this is not way we want our orders to be processed. You are right to expect our stores to have your order ready when you place a pre-order- this is what should happen. Now of course there are factors outside our control that could cause delays, but it is not fair to make you drive all over town or fail to call when they promised you.

I like your idea of having some sort of punch card guaranteeing a customer that an item will be available at a particular time or getting money off the order. I am not sure this has been discussed or not in our gaming teams, so I can submit this as an idea for them to consider. I think this could be a great incentive to attract customers to place their orders through Best Buy.

In regards to your question about online price matching, we would not be able to honor another retailer if the game in question is only available online. As rwe528 said, it would have to be in a brick and mortar store in the same area in order for a price match to be processed. If it were in the same area and the price match could be processed, you should be able to use the Reward Zone certificates you mentioned.

I hope this information helps. Please let me know if you have any more questions.

Regards,

[KMolik]

No this is another store thats across the street.