Gaming Support

[alexc23]

I went today to pick up a used game from the buy 2 get 2 offer that was not available online so I ordered for instore pickup. This was a bad idea since the lady in charge looked all over the place and did not find the game. She checked the instore inventory and she said they did not have any available. She even mentioned that she was surprised the order was not canceled. I had ordered the game at the begginning of the week and kept getting emails from best buy saying that my order was available for pick up at the location I had selected. After almost an hour of waiting I was told by the lady that she was not able to do anything because it was an online order and that I was the one who had to cancel it. If I cancel the order I am going to lose the offer. I would never be ordering stuff for pick up at that store anymore!!

[Mariel-BBY Retired: Community Connector]

Hi alexc23,

Thank you for your post regarding a less than desirable experience with store pick up. The Buy 2 Get 2 was a great deal we had going on. It's regrettable to hear that due to some inventory miscommunication, you weren't able to pick up the games you ordered at store. We do our best to be sure inventory is confirmed before any emails are sent out to confirm the order is ready. I was able to pull up your order with the email listed in your profile and it looks like it is set to be returned.

I truly apologize your order was not able to be fulfilled. While it is true that the store is not able to cancel Bestbuy.com orders, it's disheartening to hear that despite trying, the store was not able to get the games you ordered. One note: the promotion was also valid in store, and I wish that you could've at least been able to take advantage of the deal in store on some other games! But, I understand you had your heart set on the games in your order. Please be assured I'll be passing along your comments so we can improve the in store pick up experience next time. Thanks again for sharing and let me know if you have any other questions.

Warm regards,

[alexc23]

I do have a question. Howcome the other items are set to be returned and the total of the order increased?

[Mariel-BBY Retired: Community Connector]

I see what you mean. The items that have been returned have been "reposted" to show the return. But I don't see any additional charges made to your card. You shouldn't be charged any more since you are returning the whole thing and not just part of it. Keep me posted if you're charged.

[alexc23]

Thank you Mariel. That answered my question. Now the only concern I have is the fact that out of the deal I was only able to get 3 games out of the 4 I had ordered. The 4th game being the one I tried to pickup at the location but they were not able to find my order. 

[Mariel-BBY Retired: Community Connector]

If you actually ended up keeping the 3 games out of the 4 (which I'm not seeing as what happened) then you would be charged for the individual prices since the offer would be broken.