BestBuy.Com

[dalebesh]

I expected 'store pickup' to work like it did in Circuit City, and still does with Sears. Someone is waiting at a counter, or with Sears, you walk up to a kiosk which reads the bar code on your email. Then an attendant comes out carrying your item, checks your ID and you are off and running.2 minutes

In CC orders were picked up in PICK UP where people go to pick up merchandise not available on shelves, or too large to carry,.

You present your slip, they check your ID and two mintues later it would come down a conveyor belt and then handed to you.

1 or 2 minutes.

Best Buy - Fresno, River Park location:

You walk up to a counter, present your email..the sales person calls someone in the stock room to bring it up front. Not exactly ready and waiting. Just as fast to pick it up yourself off the shelf and get in line to pay for it.

About the same time, nothing saved. Time wiating 7 minutes.

Best Buy - Clovis, Herndon & Willow:

You walk up to an attendant, there are two. One is in a long discussion about warranties with a customer, the other helping a customer apply for financing, which after 10 minutes is rejected for credit reasons.

Meanwhile I am looking around, see the product in the bin waiting for me. And then someone 'looking like a manager' is bring ing some stock up front and checking shelves. I ask if he could help me, he points to the other two and say, "They will help you."

As he walks away I ask him if he thinks it might be smarter to just walk in pick it up off the shelf, and pay for it. In other words pre-pay and pre-order does not save anything. He gives me a blank stare and walks off. Time wasted: 12 minutes.

[Ryan-BBY Senior Social Media Specialist]

Hello dalebesh -

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

[dalebesh]

Thank you for quick response, Ryan. I don't mean to rant, but my experiences are more a criticism of the system, than any specific employee. There must be a better way. Nonetheless, it was very frustrating.

[Marti-BBY Community Connector · Accepted solution]

Hello dalebesh,

We appreciate that you took the time to post about your recent experiences in our stores and with the pick up situation. Besides being what we hope is a timesaver for our customer, the other intention of the preorder for store pickup protects the product. In other words, no one else can have your product. In the case of a very popular item, this can be very helpful and gratifying.

The first incident sounds within reason, but the second case seems more than a little long. I would have hoped someone would have called for back up so you weren't kept waiting any longer than necessary. I will forward your comments on to the store managers for additional consideration in how we can better serve you, our customer.

Thank you for bringing this to our attention.