10-18-2022 10:52 PM
I'm posting this here because I've tried multiple other avenues to try and get some kind of customer service and never recieved a response. I was told to email PrivacyManager@BestBuy.com and S-000498-Leaders@bestbuy.com, but all that did was add me to a stupid mailing list.
Here's a copy of the email I sent:
So yesterday I called the Best Buy in Bellevue to ask if they would have the Nvidia RTX 4090 in stock for release day. I was told that sales were likely to be in store only, and my best chance at getting one would be to come by when the store opened and that graphics cards sold out very fast and to get there early. So I woke up at 4am to drive over to Best Buy and wait in line for the new Graphics Card. I ended up being the first person in line, so needless to say, I was pretty stoked! Around 7am employees started to show up so I figured that I would ask if they had gotten any in, but was ignored the first couple times. I get it… it’s early and people probably don’t want to deal with customers that early.
Around 8am more people started showing up to line up and one employee actually asked if we were waiting for the new 4090. We all excitedly said yes and asked if they had enough in stock. The employee said that he didn’t know but he would check, but he never ended up coming back out to let us know. We all thought that they were just getting the cards ready for sale because, surely if there wasn’t any in stock they would come back out and let us know… right? So we waited the other 2 hours until the store opened and walked in to purchase the new cards, at least that’s what we all thought. However, when we got inside the store and asked where the cards were, we were told… “Oh, we didn’t get any in stock. I think it was online only.” This is the complete opposite of what I was told when I called the store. I asked why nobody came out to tell us that while we were waiting and just got “Sorry about that.”.
I was waiting in line for 5 hours… others were waiting for 3 hours… and not once, even though we asked multiple times, did someone come out to tell us that the store didn’t get any of the cards in stock. Some people were talking about how they called into work so they could get the card. I told everyone about how I’m a Twitch streamer and my community was excited about the Unboxing we were going to do today. However, because we were ignored and left standing in the cold for hours, none of us got the chance to at least try another store or try online to get the graphics card.
The employees wasted our time for fun and ended up disappointing all of us. I’d like to know how Best Buy is planning on making this right so that I can let my community know that we didn’t just waste hours of our lives for nothing."
Solved! Go to Solution.
10-19-2022 08:12 AM
Hey there, ShinKalEl,
Thank you for reaching out to us and welcome to our Forum! The new graphics cards are always a hot item, so I understand looking to be the first to get your hands on one. Waiting outside a store for this long to find out they didn’t have inventory is not ideal, and I too would be bringing this situation to attention.
I would like to document this here on our Corporate Campus for internal review. To do so, please send me a private message with your full name, phone number and email.
11-18-2022 12:38 PM
I had the same experience as the original poster on this thread with trying to purchase a 4090 on day one and I thought it was ridiculous, but I was understanding because I knew there would be high demand and I was reassured that 4090's would be available within a month or two. I was upset about this, but half expected it to happen and is not the reason I am upset or making this post. The reason I am making this post is because of the Customer Service experience with one employee I have been exposed to since then.
After launch day, employees at my local Best Buy store initially told me that the 4090's would be coming into my store without any warning or notification and that they would be first come first serve. I also called your customer support line to submit the SKU#, and this system told me that 4090s would be restocked on Wednesday 2 weeks after launch. I also asked them when they recieve truck and which days these 4090's would most likely be coming into the store and they told me Tuesdays and Thursdays. With all of this confusing information about when I could get a 4090 I have ended up going into your store dozens of times in the past several weeks and sometimes multiple times a day.
I have made inquiries to several different employees in your store about purchasing or pre-ordering a 4090 in person. Many of them have attempted to be helpful and look up any information about the product, but to no avail. They have also occasionally redirected me to a manager usually working around 3 PM to 5 PM and my experience with her is the main reason I am posting. The first time I heard from this woman was over their radio, and she immediately laughed at my question and said, "Just tell him we will never have a 4090 for him to buy so he will go away." This obviously rubbed me the wrong way because she didn't even bother to talk to me in person and laughed at my expense. Another one of the dozens of times I went in they called her up over the radio again and she said ,"He is way too late. What an idiot. Tell him we don't receive them in store and that he will need to buy one over the internet." I persisted and continued to go into Best Buy because other employees had reassured me that they would receive a 4090 eventually, and purchasing one in store was my best bet.
The last time I encountered this woman, who seems to be a manager, she came to speak to me in person and said, "You are wasting your time coming into the store. I will never sell you a 4090 and you are being an idiot. If you really want one then you will have to pay the premium price and buy one over amazon or ebay like everyone else." Before I was able to get a word in, she walked away into the back room and did not return. I left feeling very disheartened from this experience because she was very rude, and I felt like even if they do receive a 4090 she specifically will not let the employees sell me one. THE VERY NEXT DAY I went to the store again earlier around 10:00 am because I knew the women I previously encountered would never actually sell me one. That day I encountered a gentleman who was very helpful and told me that he would try and help me pre-order one that is in the process of being delivered. Half-way through the process he stopped and told me that everything being delivered in the foreseeable future has already been pre-ordered and he can't sell me one. Then he said and I quote, "You should have come in the day before. We had multiple GPUs delivered and hadn't sold any by the time I left around 4 PM." ... I literally came in the day before around 4:15 PM to 4:30 PM right after he left and they still had GPU's. I told him this and he was confused and we both realized that something fishy was going on!!
It is very easy to deduce that this woman is scalping these GPUs directly from your store and selling them for her own personal gain. She literally told me that she will never sell me a GPU for market price through Best Buy and to go buy presumably one of her GPU's from a scalper on the internet. Then the very next day, I found out that she had GPUs in the back room when she said this to me. I am very upset that this happened to me because I have wasted a lot of time, money, and gas trying to purchase this product without giving my money to a scalper. But the sad truth is that there is a scalper working in your store cheating all of your customers out of GPUs.
Like I said before, she only spoke to me one time and quickly left before I could ask for her name.She was not wearing a name tag that I saw, but she was of average height/build, caucasion, and with dark hair. I have asked other employees for her name giving her description and working hours, but they have rightfully not divulged that information. I understand this because they do not know my intention is to give her name to corporate and turn her in. I also understand that the personal safety of your employees is important.
I believe that corporate should send someone in for an internal investigation of this store and straight up fire this woman because she is rude, unpleasant, and greedy. I have not revealed the location of the store in this post because I don't want other employees to be harrassed in the store. Most everyone else I have encountered there has been pleasant and helpful.
BEST BUY!!! Please DM me so I can give you the location. Most of the other pertinent details I have about this situation are already in this post.
11-18-2022 05:11 PM
Thank you for reaching out to us on the Best Buy Forums page. I wish we were meeting under different circumstances today. I would love to report and document this issue for you, because I understand how you are feeling today. To get started today can you please send me a private message with your name, phone number, and email?
11-21-2022 10:08 AM
Thank you for providing me with your information. I went ahead and sent over a email to the store managers about your experience with purchasing a 4090 Graphic card. Once I get a response from the store manager I will be sure to let you know.
Social Media Care Specialist
Best Buy Corporate
11-25-2022 12:36 PM
I wanted to reach out and let you know that the manager is working on this issue. Do you have dates and times when this happened the manager would like to cross reference the schedule so he can find out the manager you are speaking about? But the manager is working on this issue. He has let me know that any 4090's that have came into the building have already been tied to a customer order.
Social Media Care Specialist
Best Buy Corporate