10-20-2010 09:29 PM
I'm sorry, but this is a joke. I pre-ordered nearly 2 months prior to release. FULLY expecting to have the game on or shortly after release. I get an email saying it's backordered for 2 weeks!?
So I call support and the lady informs me "Well it looks like we may have underestimated demand and not ordered enough".... I'm sorry I said, "You didn't order enough to fill the PRE-ORDERS?!" lol... comical. I shop at bestbuy all the time, I'm a premiere silver member for crying out loud, but this will definitely be the last pre-order I ever make at Bestbuy.
The sad part is they are doing nothing about it, no contact, no apologies, no one coming on the forum here and explaining what the issue is... nothing. Poor customer service imho.
10-21-2010 08:59 AM
Here is what I've found out. (I'm in the same boat).
I spoke to someone in Customer Care. Apparently they basically blind order the games, and hope they have enough. They told me they don't actually get a list of the number of pre-orders made and the number needed.
They also told me that they get shipments every TWO WEEKS. So that means if you didn't get if from the shipment on the 15th, then you probably are stuck until after the 29th.
Maybe this is their way of encouraging people to go to midnight release (not cool). Apparently they gave out their FOUR copies at midnight, to the people in line.
I wish they could get their story straight. The store gave me like 5 different excuses, and took almost an hour to help me. Then they said it would ship directly to my house around the 23rd, ya right. Best Buy better get their act together or they are gonna lose a lot of customers. Its just as easy these days to go to online retailer like Amazon as is its to go to an actual store.
Worst of all, they should be actively contacting us to explain the situation and try to resolve it. Instead they hide behind their phones hoping we won't notice and question whats going on.
10-21-2010 09:41 AM
Yeah I just got off the phone with their Customer Service Department after my status changed from Order Being Processed Ships in 1-2 business days back to backorder, and the lady was snark and R-U-D-E, rude. I was like what is going on over there. She basically said and I am not joking, "you are upset over a game, sir, that is ridiculous." I told her, listen, you high school drop out, it is not about a game it is about principle. YOU PREORDER A GAME TO BE THE FIRST TO HAVE IT AND WHEN YOU PAY FOR EXPEDITED SHIPPING YOU EXPECT IT TO BE THERE THE DAY OF RELEASE. This is the second time I have had to call them about this crap. Why would you change the status and notify me that my order is being processed then tell me its backordered again. She told me I could cancel my order and I had to EXPLAIN to her, what the order was and what it included. Even though she had the information on her screen she did not understand. Then she told me to go buy it from one of the stores instead of waiting for the order to be shipped and I started to get even more aggrevated just at her ignorance, I was like, "YOU ARE A CLOWN! DO YOU NOT GET IT? THIS GAME IS NO WHERE IN YOUR INVENTORY AND THAT INLIES THE PROBLEM!" Oh man this is the most frustrated experience I have ever had with any type of CS in my life. This is the last time I am dealing with them. If I ever talked to a customer or vendor like that I would be fired or disciplined. BestBuy lost a customer on this FUBAR situation. I will no longer be purchasing anything electronic from them period. I will find other vendors for things.
If anyone Pre_ordered fable from them or Black OPs cancel it because you won't be getting those titles either. This is really bad and this is how the Pyramid of Bad Customer Service takes effect. 1 person tells 2 people, those 2 people tell 2 people each and those 4 now tell 2 each and so on and so on. This will hopefully be a learning experience for BB. All my game shopping will be with Gamestop from now on. I should have known better but their DLC was better and now I am paying for it. What a croc.
10-21-2010 12:35 PM
Oh things keep getting better and better! So I called up customer service on Tuesday. They were morons and gave me no answers(as usual). So I had them cancel my order since they told me it would be 2 weeks. I also specify that I $50 of the total was from a gift card(the only reason i bothered pre-ordering with Best Buy) and that I wanted to make sure I could get that back. Woman was helpful on that end. Told me my order was cancelled, and that I'd be getting a new gift card in the mail for the $50 in the next 5-7 business days. I'm disappointed, but whatever. I drive over to Game Stop while i'm on lunch and buy a regular edition of the game. I assume all is well, all is behind me.
Today...I get an email from Best Buy that my order has shipped today! And now I have a UPS tracking number...so the cancelled order apparently was NOT processed. I'm getting this in the mail anyway. And will have to deal with the annoyance of returning it since I already have the game.
Do you need a receipt at Best Buy to return something? If you don't, maybe i'll just take the game out of the collector's edition box and return it to BB for store credit if I can.
10-21-2010 01:24 PM
I wouldn't even open it and bring it to Gamestop and get a credit there or better yet full refund from them. As long as it is unopened they have a take back policy with or without a receipt. The UPC codes are the same so you may luck out. After dealing with BestBuy I would not even attempt to return it because you can clearly see they can't get it right.
The ironic part of this whole thing is, you canceled so it should have gone to the next person in line and now that person has to wait another 2 weeks to get his/her copy, because apparently they only get shipments only every 2 weeks. Man these guys are really right on the ball here. Its amazing how BestBuy and Southwest are exactly the same, thinking their customers are cattle and we must be dumb, we don't care and we just chew grass. Sorry but the adage, "The Customer is Always Right," DOES apply to you, BestBuy. You are not above reproach and with continued, bad customer server, mishandling of customers and poor fulfillment of PRE-ORDERED software titles equals a massive disaster.
Unlike you I refused to return my product based on principle. I want to see how long it actually takes and when I do get it I am sure BestBuy will be hearing from me and the State AG on this matter.
10-21-2010 01:29 PM
my big question is, will the people who preorderd, but got put on back order still get the merc download pack?
if they are pulling the backorder games from new stock, i wouldn't think they would have the dl code in them... (seeing as it was only offered for those preordering)
10-21-2010 01:38 PM
On the free DLC code issue. I'm guessing they will. I bought mine from Game Stop, right from behind the counter. Got home and there was a thing inside with the XBL code to punch in so you could DL the Game Stop pre-order bonus...so I did end up with the Game Stop pre-order bonus in the end.
10-21-2010 01:53 PM
No see that is were it gets flakey. There is a DLC card in the off the shelf ones from BestBuy, but the Merc Pack according to another string in this forum there is supposed to be a card in the boxes for the Merc Pack, which I don't really think will be in there as they turn stock around. So I have a feeling not only did we get boned from getting the game on release day but we are going to get a garbage DLC.
My friend actually bought one off the shelf from a BB, which I am guessing was someones preorder that some clown put on the shelf and it had the DLC card in it for the Classic Pack. So I am not sure what is going on but I know that I preordered it and I EXPECT the MERC PACK. If the pack is not in there then that is more ammunition for me and a larger complaint with the AG. That is false advertising and also a violation of a sales agreement, because non-delivery of said product is actually bait and switch and in my state/commonwealth that is actually a punishable act. So since I am not a nice guy, and their customer service has been absolutely unacceptable, plus they are 0/2 on dealings with me thus far, this will make it 0/3 and anyone that knows baseball 3 strikes and your out. This is going to start getting fun real soon.
What is also funny is that NO BB rep has come on this string to explain themselves. This is great.
10-21-2010 02:19 PM
Because like their call center, their store management or anyone else over there at BB, they don't care about you, us or anything related to what make their bottom line increase. I can tell you what, they will care when their shares take a dump and they seriously under estimate the power of word of mouth and social networking.
They think it is ok to take money from customers and not deliver on their end of the bargain (that stuff they spoon feed you about not being billed until the product has been shipped is garbage) and a simple I am sorry is going to fix this. BB got another thing coming.