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Posts: 2
Registered: ‎10-21-2018
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Missing Item in Store Pickup Order

As a Best Buy card holder and loyal customer, I have spent several thousands of dollars in Best Buy stores in the past year.  I have been consistently impressed with the ease of my interactions with Best Buy team members and the quality of the products I've purchased.  Following a recent purchase in which the product was missing a component and I received no compensation or reasonable alternative, I am leery of continuing to depend on Best Buy.  I would greatly appreciate your response to this issue.  
 
I purchased a Dell Inspiron 7573 2-in-1 system as a Geek Squad Certified open box store pickup item, relying on the promise that all parts were included and that the system was in excellent condition. However, the Dell Active Pen was missing.  For a simple missing component, I hoped that the Best Buy store manager would recognize the mistake made in stocking and selling a Geek Squad Certified item that was missing a component, and that she would simply replace the missing component or compensate me for the reduced value of an open box Dell Active Pen. However, the store manager declined to offer any remedy.  She said that in order to receive the Dell Active Pen, my only option was to return the entire system and purchase a new system.  Purchasing a new system (rather than certified open box) would have cost several hundred dollars more.  I was left having purchased a not-as-described system, receiving no remedy from the Best Buy store, and incurring the expense of a separate purchase of an in-stock active stylus (Wacom Bamboo Ink).  I find it unacceptable to respond to a mistake made by your store by requiring a customer to spend hundreds more.
 
I will greatly appreciate and look forward to a response.  I will be happy to provide additional information regarding this incident.
 
Best Regards.
 
 
Posts: 1,245
Topics: 8
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Registered: ‎10-19-2017

Re: Missing Item in Store Pickup Order

Hello amt123,

 

Welcome to the Best Buy forums! I appreciate you taking the time to write us about this purchase, and thank you for being a loyal customer!

 

I love our Open-Box items, because I love to save money. Thankfully I’ve never had an issue, so I’m a little brokenhearted you had to experience it missing something. I want to thank you for your time and catching it fast, and apologize for the inconvenience and frustration this may have caused you.

 

In order to better assist you, I am going to need some more details. Will you please private message me with your order number, full name, phone number, and e-mail address connected to your BestBuy.com account. To send it, click on the blue button next to my signature when logged in. I look forward to hearing from you.

 

Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-21-2018

Re: Missing Item in Store Pickup Order

Thanks to Deysha for a prompt and thorough response to this issue!

 

The store manager has gone above and beyond to resolve this issue and I am so grateful!