03-09-2022 03:25 PM
I'm a bit frustrated right now, had a very frustrating experience at my local Best Buy. I noticed in the app that my local Best Buy had an Xbox Series X in the store, so I went over to buy it. Once I got there, I asked the person in the video game department if they could check the inventory. He hesitates when he looks, then tells me no, they don't have it. Something seemed off to me, so I go to the TV section and ask another employee to check. He checks the system and tells me he's seeing that they do have one.
He goes into the back, grabs it, starts walking towards me with it, then I see the fist person I spoke to say something to him, and he proceeds to put it back behind the counter. He then comes up to me, knowing that I saw him holding it, and tells me it's reserved. I asked him how long is it reserved for, and they tell me 24 hours.
Now they're all congregating. I speak to a manager and they also tell me it's reserved, and the person has 48 hours to pick it up. Then I call my wife while I'm in the store to explain whats going on, and while I'm on the phone, another employee approaches me, and tells me multiple people told me already that I'm not able to buy it, and then basically accused me of being a scalper. He said "how many of these things do you have already?" Then I asked him the same question, how long does the person that reserve it have to pick up the item. He basically tells me indefinitely.
If the product is actually reserved, that's one thing, but based on the way everything was handled and the fact that they only have one in inventory from a canceled order, I don't believe it to be actually reserved, I feel that the first employee I spoke to must of learned of it when I asked him about it, and now he wants it, and the way I was approached while I was on the phone with my wife I feel was completely uncalled for. I have no idea how to confirm if it's actually reserved or not, but I'm not stopping here. I'm trying to contact cooporate as I type this.
Being a BestBuy customer for years and a member for years, I no longer have any desire to do business with BestBuy again.
03-10-2022 03:21 AM
Employees are held to high standards when helping a customer so I'm surprised you were told by an employee you were a potential scalper. They should be helpful and professional. Not jump to the conclusion.
Inventory in the computer system changes rapidly but in many cases, the sync between the stores and the websites are not 100% and there might be inaccurate inventory reporting. It's a technology limitation. You are guaranteed an item if you place an order online for in-store pickup (receiving the pickup email) or if you go online an complete the checkout process and have delivery to your house.
These systems should be sold on a first come, first serve basis. In another thread, there was one person who had the theory that employees are buying these items before customers. If this held true for the XBOX, they are breaking the rules by purchasing items on the clock. People like you and I have first dibs on it. And employees, second, whatever quantity is left after they get off their shift.
That being said, it sounds like another customer may have purchased the item already. If this is the case they don't have 48 hours to pickup an item. It is 5 days per here: https://www.bestbuy.com/site/help-topics/store-pickup/pcmcat204400050014.c?id=pcmcat204400050014
I've never heard of a reservation system before. These forums are corporate so you will get a response from them although it may take a cuple of days for a reply.
03-10-2022 07:35 AM
I went back that night before closing with my wife and son. Spoke to a different cashier, who asked a different manager and they sold me the Xbox. It was true as I said, it was a canceled order. The employees I spoke with during the day just refused to sell it to me and used the "reserved" thing as an excuse. Still not sure why, but I think either the employee wanted it, or they legitimately thought I was a scalper. The employee I first spoke with was still there, but I avoided him. Didn't want him to see me and sure enough, I was able to buy the product once he didn't know I was there trying to buy it.
03-10-2022 08:27 AM
Well I'm happy to hear you were able to buy the XBOX. The forum moderators can also pass on this feedback to the local store management as well.
03-10-2022 09:04 AM
03-10-2022 04:02 PM
Hey there, Blackdevil77,
Thank you so much for joining us here on our community forums. Although, I do not like to hear how your experience went. I am glad to see you did end up getting the console you wanted. We never want our customers leaving without getting the best possible service. I would love to get this documented for further review here at our Corporate Campus.
To get started, please private message me your:
All the best,