Add Product

Search Results:

Reply
Highlighted
New Member
Posts: 3
Registered: ‎02-14-2020

Buy Online, Curbside Order Today

I generally avoid Best Buy as much as possible, but thought I'd give them another chance today utilizing their curbside pickup functionality today - I was completely disappointed and was just one more nail in the coffin of shopping with this retailer.

 

My feedback will be rather detailed as I work in ecommerce and feel there are many things lacking in this UX.

- Ordering online and selecting curbside was easy

- I got quite a number of emails, I cant remember if I placed 1 or 2 orders but it was a flurry after - order confirmed, partial order pickup, full order pickup

 

Highlighted
New Member
Posts: 3
Registered: ‎02-14-2020

Re: Buy Online, Curbside Order Today

OK since it timed me out, i'll continue in this thread

 

- What is the use case for needed partial order pickup ready notifications? Am I really going to go to the store twice in the span of an hour or two?  It creates way too many emails that are unnecessary

- The website said "look out for instructions on how to pickup curbside in your email"

    - Email contained Button with CTA "how to curbside pickup", however, after forcing me too again sign in (!!), there were no instructions. I was pushed to your homepage and sale advertisements. 

    - So, having no clue how I'm supposed to notify you that i'm outside, I picked a parking spot and went inside

    - Inside pickup was fine, but no apologies for not delivering curbside nor interest in why it was malfunctioning

   - Then, after supplying me 7 items, including a TV and a Monitor, asked "do you need help outside?", which was obviously a 'yes'

   - She rolled her eyes and said "fine, i'll walk with you to the curbside parking".  When i replied that I was parked in a regular spot because curbside was not functioning she replied "oh well i cant help you then". 

  - On my way out of the store she asked one of the two security guards sitting there if someone could help me and they both replied no, so i just grabbed my stuff and did it alone

 

So to summarize, the extremely poor UX of this functionality led to a very rude in-store transaction.  

 

Then, I'd like to leave feedback about this and am told I have to create an account seperate and apart from my best buy account (!!!WHAT).  So I said fine and connected my facebook to which I was then forced into a generic account creation anyway (!!WHAT).  to post this.  

 

So again, the poor UX and lack of focus on the consumer is apparent.  I'm so more than disappointed that in the handful of times i've given Best Buy a chance as a retailer it just continues to fail me. I dont see why I would try again in the future at this point.

Highlighted
Posts: 2,657
Topics: 32
Kudos: 85
Solutions: 134
Registered: ‎10-19-2017

Re: Buy Online, Curbside Order Today

Hello, aliciamphillips,

 

Welcome to the Best Buy Community Forums!

 

I appreciate you taking the time to write us regarding your experience with our Curbside Pickup and at your local Best Buy store. We try to pride ourselves in ensuring we provide great customer service, each and every time. We also strive to keep our customer as informed as possible. I’d like to try and turn this around for you.

 

First, I am going to need some more details from you. Please, send me a private message with your order numbers, full name, phone number, and e-mail address. To send it, click on the blue button next to my signature. I look forward to your response.

 

Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
New Member
Posts: 3
Registered: ‎02-14-2020

Re: Buy Online, Curbside Order Today

@Deysha - With all due respect, why? There's no way to rectify this experience. Not like you're going to refund my products.  What's the difference?  Also, this forum made me register with my email address so I'm not sure how you can't easily find that, and since my orders are with the same email logic would assume you could find that in your CRM as well...

Highlighted
Posts: 2,657
Topics: 32
Kudos: 85
Solutions: 134
Registered: ‎10-19-2017

Re: Buy Online, Curbside Order Today

Due to our Privacy Policy, in order to review your orders, I will need you to verify your details, aliciamphillips. I understand if you wish not to do so at this time. Being that I am working with you from our corporate offices, I truly thank you for sharing your feedback with us, as we take it seriously, and rely on it to find ways to improve our processes. We try to pride ourselves in ensuring we provide great customer service. I am happy to reach out to the store’s management team to ensure this gets address for you, if you’d like. I understand your frustration with this situation. Never the less, we should always be as professional as possible with all of our customers, in every situation. I’m sorry you had to go through this, and the inconvenience this may have caused. Let me know if you’d like to proceed.

 

Sincerely,

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