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Posts: 1
Registered: ‎11-23-2020

Difficulties Making a Purchase

[ Edited ]

[I sent this to a BB email about two weeks ago, and received no response. So, I'm re-sending here.]


I’ve been attempting to purchase a small item from your Fort Smith store. I’ve also purchased several Samsung Notes there, and two laptops. It’s always been a good experience.


Today, I’ve been trying to make a small purchase – a Roku streaming device. I wanted your curbside pickup, so I ordered it online and waited for notification of my pickup time. About five hours later, not hearing back, I called the store.


As I say, dealing with BestBuy had always been a good experience. Then Byron answered the phone. And that “good” part was quickly just a memory.


Now, on the plus side, Byron was clearly having a great time, and quite pleased with himself as he made it clear he had zero interest in helping me.


You see, the charge was on my debit card. The “robovoice” answering your phone knew about the order, and told me it was ready for pickup. But finding that same order was beyond Byron’s capabilities, and that was simply my problem. He told me just to come in and buy it – again.


I said the obvious – I really don’t want to go to the store and buy, then try to get a refund, as the system was not properly processing my order. Byron made it clear that wasn’t his problem. He couldn’t see the order, and that was the end of his involvement.


This was Byron really began enjoying himself, asking if I wanted the product, or I wanted to fix the system.


“I’m just trying to figure out if you want the product, or if you want to fix our system. If you want the product, you can drive over here and get it. If you want to fix our system, I’ll put you in touch with corporate who built it, and you two can work out all the system problems.”


But it ended up being OK, because Sam’s curbside works quite well, I learned.  Byron, on the other hand, does not appear to work at all.


Best Regards


Clifford {removed per forum guidelines}

Posts: 5,177
Topics: 55
Kudos: 440
Solutions: 322
Registered: ‎11-29-2016

Re: Difficulties Making a Purchase

Good afternoon, Clifford,


While I wish your visit to our Support Forums were under more fortunate circumstances, I do appreciate you taking the time to connect with us here and sharing your experience with us. 


For me, I’ve always enjoyed utilizing the various pickup options we offer—be it curbside or in-store pickup—for my online orders.  One of the benefits of ordering this way is to ensure your order is waiting for you when you arrive to your local store, and I’m disappointed to hear you were unable to take advantage of this pickup option when attempting to make a simple purchase with us.  Hearing your experience with the associate you spoke to by phone only added to your frustration is especially disappointing, and I apologize for the inconvenience this experience has undoubtedly caused.


We take any feedback we receive from our customers very seriously here at Best Buy, so please know I’ll be fully documenting your experience here at our Corporate Headquarters, as well as forwarding it to the appropriate leadership at our Fort Smith store, so they might address any coaching or training opportunities that may present themselves. 


Thank you for your feedback, and if you have any other questions or concerns, please don’t hesitate to visit our Support Forums again.



SeanM|Social Media Specialist | Best Buy® Corporate
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