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New Member
Posts: 3
Registered: ‎02-22-2020

Bought online was not allowed to pick it up.

So I bought a product for my niece as a birthday present for tomorrow and I went to pick it up and the rude customer service "girl" would not let me pick it up without my husband there. What kind of service is this? I ordered this item not him. He is my husband his card is MY card! I am his wife! Therefore I wasted my precious time, my patience, and my gas that is not cheap by the way and Best Buy lost a customer. I thought companies want to make their customers happy not mad!! So sad how customer service is NOT for the customer anymore! Funny thing is Best Buy is the only company that has EVER done this to me using MY debit card!!! That girl needs to be fired from customer service and Best Buy needs to hire adults that work with customers to make them happy. Best Buy in the Southland Mall in Michigan lost business because of this little rude girl. Very sad and disappointing.
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Regular Contributor
Posts: 867
Registered: ‎02-09-2011

Re: Bought online was not allowed to pick it up.

If your husband's name is the one on the order then he's the one who needs to pick it up. It doesn't show customer service the name on the credit card and all they have to go on is the name on the order. To avoid this in the future you can add yourself as a "friends and family" pick up. If you're using his Best Buy account (or he is the primary listed on the account) it will always default to him as the pick up. The customer service person did the right thing in not releasing the item to you, as frustrating as it is, because you weren't listed as the pick up. Unfortunately Best Buy is not going to assume either way just because you're married/have the same last name. It's for customer protection that they're strict on this as it is not, unfortunately, uncommon for online order scams to go through and Best Buy is always going to default to the names listed as a hard line.
I am not a forum moderator nor voice of corporate. One of the corporate moderators will be with you as soon as they can for the official response from Best Buy. The forums work on a first come, first serve basis and it can take a while for a response.
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Posts: 5,351
Topics: 168
Kudos: 442
Solutions: 247
Registered: ‎08-21-2017

Re: Bought online was not allowed to pick it up.

Hello, jlstapleton,

 

Thank you for taking the time to visit us here on our community forums. I use store pickup quite a bit myself so I would be surprised to hear that I'm not able to pick up an order I placed. I do have some more questions about this order so I can make sure your feedback gets to the right place. You mentioned that this card is under your husbands name, is that correct? If so, your husband would need to be present with that credit card as well as his government issued ID in order for this order to be released. We are unable to make exceptions even in the case of spouses. During the checkout process the purchaser does typically have the option to add an additional person to pick up this order. That person would only need to provide their government issued ID to receive this order. You can find some more details here. Please don't hesitate to let us know if you have any further questions we can help with.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-22-2020

Re: Bought online was not allowed to pick it up.

Nope! HORRIBLE service! PERIOD!!!!!!! You are wrong. Done with crappy Best Buy. Nobody else does that crap! Haha bunch of ignorance!
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Posts: 5,351
Topics: 168
Kudos: 442
Solutions: 247
Registered: ‎08-21-2017

Re: Bought online was not allowed to pick it up.

jlstapleton,

 

I would be glad to take a look at this order to clear up any confusion. I will need a few more details in order to do so. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Order number

 

You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!