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Cell Phone Store Pickup Policy

Status: Tell Us More
by on ‎09-24-2021 01:51 PM

Suggestion:  Do away with or, at the least, modify the "No Exceptions" policy not allowing Best Buy Customers to designate Friends and Family to pick up cell phones (or other expensive items).  A blanket policy hurts legitimate customers, particularly those buying gifts or other items for Friends/Family that do not live near them. Shipping items is not a good alternative bc of the signature requirement for delivieries and the recipients are usually not home (at work or school) during the day.  Further, cell phone purchases are, at the outset, already vetted/secured more than most other Best Buy online purchases because they require the Customer to confim the cell phone number and eligibility to purchase the cell phone through the Customer's own phone carrier (ATT, Verizon, etc.) before concluding the Best Buy online purchase.  

 

Proposal: Come up with a higher level of confirmation before allowing the store pickup designee to be edited on these higher end items.  For example, empower Customer Service to fully verify the Customer and allow the Best Buy representative to make the pickup person designation change, rather than just allowing Customers to do it themselves online/in the app as can be conveniently done with smaller/cheaper items.  As matters now stand, Customer Service apparently has no power to modify the pickup person for a cell phone purchase.    A "live" Customer Service rep could, for example, call back the telephone designated on the account, confirm last 4 digits of SSN, confirm the Best Buy Credit Card CVV code, etc. etc.  The point should be to avoid fraud, not to impede/make impossible legitimate sale or to decrease customer satisfaction.

 

Thanks for the consideration!

Status: Tell Us More

Thanks for the suggestions. Does anyone else have any input on this? Keep in mind that the carrier's are also involved here, and they could have their own requirements that could be applicable to these transactions. Make sure you vote for an idea if you like it.

Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎09-25-2021 10:52 AM
Status changed to: Tell Us More

Thanks for the suggestions. Does anyone else have any input on this? Keep in mind that the carrier's are also involved here, and they could have their own requirements that could be applicable to these transactions. Make sure you vote for an idea if you like it.

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