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Posts: 2
Registered: ‎03-03-2019

Awful In Store experience at Best Buy of Jacksonville, NC

So had a sweet Kenwood Subwoofer, Amp, Box bundle. The Website said it was in stock at my local store so I added it and placed my order for store pickup. The order was immediately canceled with no reason.
I reviewed my account information for accuracy and tried again. Same issue, immediately canceled with no reason. I called 888BestBuy and since I've been ElitePlus for several years I immediately received an agent on the phone who reviewed the seemingly random canceled orders. He said everything looked fine on his end and there should be no reason for the cancellation. He even connected a BestBuy Credit representative on the line who also stated everything was fine on their end. The Agent then asked me to try the order again while on the phone with him and followed his instructions. Same issue, immediately cancelled after placement. He advised he was going to escalate the issue and gave me a ticket number. He suggestion I call the local store to verify stock and to complete the purchase in store.
I called the local Jacksonville, NC location and the agent on the phone confirmed everything was in stock and to speak with a manager when I arrived and explain the situation. I started working with Lavonna, a Geek Squad agent, and she was extremely kind and helpful. The managers on duty were busy so she tried to resolve issue herself while we waited for a manager. She had me place the online order in front of her so she could monitor it and the same issue occurred. She and her coworker suggested we just gather the bundled items while we wait for the manager. The manager, Shaun, finally decided to assist us after nearly 45 minutes. Lavonna explained the situation to him and he flat out said "No" and proceeded to say he won't honor the website bundle because it was online only and it was a "corporate issue" and walked off.
This is extremely unprofessional and unacceptable. I've been a loyal eliteplus best buy customer for as long as I can remember and to be treated that way was absolutely unnerving. I spent hours on the phone with customer support, driving to and from the store, working with an in store agent just to have a manager shrug it all off like it didn't matter. I wasn't asking for anything crazy, I was just asking for the store to honor their own website and several agents said it was fine. If they said no off the bat, I wouldn't have wasted my time. I can honestly say I don't know if I will continue going to bestbuy after that awful experience.
Posts: 525
Topics: 31
Kudos: 151
Solutions: 25
Registered: ‎10-03-2017

Re: Awful In Store experience at Best Buy of Jacksonville, NC

Hello, GerminPalumbo!


Thanks for writing to us, and welcome to our Support Forum. 


I truly appreciate you taking the time to share with us the experience that you had trying to place this order, as well as in our Jacksonville store. As a shopper, I appreciate kind an helpful customer service, and I apologize that this hadn't been the case when working with a member of the leadership team there. Luckily, you've come to the right place for some help, and we are happy to assist. 


So that we can begin, we will need a bit more information from you. Can you send us a Private Message (PM) with your full name, email address, and phone number? You can send me a PM by selecting the blue button in my signature that says Private Message. 


I look forward to your message and working with you towards a resolution to the troubles you've faced. 



Cameron|Social Media Specialist | Best Buy® Corporate
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