05-11-2012 05:07 PM
I understand that the estimated arrival dates are to give you a general idea of when your product is going to be there. My estimated arrival date for a computer I bought was for 5/10 - 5/11. I gave up hope of it coming today, considering the millions of forum posts regarding Best Buy's crappy estimates, but at the very least, my computer should already be shipped out.
When I asked the original agent if this was a special order item, she told me that it wasn't. When I called in to check on why it hasn't shipped, I was told it was because it was a special order item. I asked if the package was going to require a signature as I work every day till 8PM, I was told it didn't, but they will try to add the signature requirement for it. And then, "Oh, looks like it's already been pulled for shipping, I can't make any changes to it." "Great! It's going to be shipped UPS (expedited no less), will they be shipping it out today?" "Not till Monday." Which means I will be getting the product no earlier than 5/16. How is 5 days out an estimate? That is the estimated arrival on a computer bought TODAY through regular shipping.
I can wait, it's no big deal. It's the lack of proper information on your website that I'm angry about. Special order items should be listed as such, with setting PROPER expectations out of respect for somebody's time. When it says "Usually ships in 2 - 5 business days - Expedited shipping - Estimated arrival of 5/10 - 5/11" I'm thinking, "Oh, they have it in stock, somebody just needs to slap a sticker on it and I will get it by then." When I am expecting a product to arrive by 5/12 at the VERY latest as 5/11 is a business day and it's not going to be shipped out until 5/14 because nobody knows if it's a freakin' special order product or not, it becomes very, very irritating. I do not have a flexible schedule and I understand that it is not quite your problem, but $1200 is going to be sitting in front of my apartment all day long because it's not going to be shipped out until Monday. UPS delivers on SATURDAYS, if it's already been pulled for shipping, what's so difficult about shipping it out TODAY and getting it to me TOMORROW?
I've spent thousands of dollars at Best Buy, because I've always enjoyed the shopping experience at your stores. When everyone was jumping on Amazon.com to purchase things, I stayed put as 1. I'm a fan of instant gratification 2. Have been a Best Buy credit card holder for a long time 3. Really liked the customer service I have received over the years. So tell me, how can a company who has been around much longer than Amazon, be so unorganized when it comes to the easiest things? Are you only giving these estimates as an attempt to beat out Amazon, only to disappoint your customers?
I really don't want you to go away Best Buy, but you're going to lose this battle against Amazon when it comes to convenience, your seemingly vague information and overall customer satisfaction with your lack of reliability. Good luck.
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05-12-2012 07:37 AM