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New Member
Posts: 3
Registered: ‎07-13-2017

Order pickup at store

I placed an order before I left for an extended trip to Japan.  The order was partially filled before I left but the other part was backordered.  I just got email that it is ready for pickup but I won't be back for 2 more weeks.  How can I have it held until I return and can pick it up?  I have no way to make phone calls from here (other than thru wifi apps). I tried online chat and they said they couldn't help, to post here.

Posts: 2,931
Topics: 51
Kudos: 226
Solutions: 132
Registered: ‎11-30-2015

Re: Order pickup at store

Hello GGW618,

 

An extended trip to Japan sounds fun. I’m sorry to hear that your order wasn’t available for pick-up prior to you leaving. Thank you for joining our community for help on your order!

 

Once an order is ready for pick-up the item would need to be picked-up within 5 days. Failing to do so automatically cancels that item off of your order. Other options may be available to prevent that from occurring.

 

Have you considered having a friend, or family member pick-up your order for you? You may be able to make changes to your order for that to occur. If you’re unsure how to find your order you can look into our FAQ here. While checking on your order’s status please select the Make Changes button.

 

Please let me know if you have any further questions.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-13-2017

Re: Order pickup at store

There is no one I can ask to pick this up.  I had ordered it at a different store than my usual as I needed the phone for my trip.  I can understand that if I were to place an order that there is a time limit to pick it up.  However, when Best Buy delays the order it should take into consideration that the customer may not be available to pick the order up promptly when Best Buy get it in.  I find this to be extremely poor customer service.  Not at all what I am used to from Best Buy.   Fortunately, this was a "free" acessory that came with the phone I ordered so not critical to me but Best Buy has basically just negated this offer, I can't get a credit on a free add-on and if I were to reorder the item I would have to pay for it.  Not acceptable.

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Posts: 2,931
Topics: 51
Kudos: 226
Solutions: 132
Registered: ‎11-30-2015

Re: Order pickup at store

Hello GGW618,

 

Thank you for reaching out to let me know having a friend, or a family member pickup your purchase isn’t an option. I’m sorry that we’re unable to prevent your order from cancelled at this time.  

 

Our Store Pickup Help Guide states the following:

 

Some items may not be immediately available for pickup at your local store, but can be shipped to your store from a Best Buy warehouse for free. Ship-to-store items usually arrive at the store within 3 to 7 business days. We'll send you an e-mail when your items are ready for pickup.

 

Ship to Store excludes music, DVDs, video games and other select items.

 

We'll hold your items at the store for 5 days. If you don't make it in by then, we'll cancel the order and refund your method of payment.

 

If you cannot pick up your order within 5 days, you may either call your local Best Buy store, or contact customer service at 1-888 BEST BUY (1-888-237-8289) to prevent your order from canceling and extend your store pickup time frame. Best Buy is only able to extend pickup by one additional business day.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎07-13-2017

Re: Order pickup at store

This was not a ship to store request this was Best Buy not having an item in stock for pick up when they said they would and getting it in when I am out of the country. I can not believe that customer service can not notify the store that I will be a week late in picking it up as they were in getting it! It says that a call to store OR CUSTOMER SERVICE can delay cancellation. Why ONLY a call. There is no way to email support any more and chat says they can't do it "the higher ups on the forum can certainly help you". Yet apparently even that isn't possible. You can buy the same item at many places but I always chose Best Buy because they were great to deal with. I'm sorry that that is no longer the case! I will use other options in the future.