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Posts: 1
Registered: ‎08-25-2019

The worst experience ever for online order pickup

I have had a really bad experience with online order pickup today. I have been a Bestbuy customer for several years. Yesterday, I decided to try the online order option for the first time. I placed the order and I recived the confirmation email. Today, I waited for almost the whole day but I did not receive an email that my order is ready to pickup. So, I decided to drive to the store which is 20 minutes away from me.


I went to the customer service, I gave them my order details, and they told me that my order is being held because it requires more verification!! I told them, I have already PAID for my order. They adviced me to call the "Best But corporate". I did so and I sopke with someone who told me that everything is ok and I just need to wait until I receive the email. I waited for more than an hour in the store but I received nothing. I went to the customer service again. This time, I met a new representative. I told them about the issue, and they asked if I had received an email that my order is ready, I said no. They said, "THEN, I HAVE NOTHING FOR YOU". I told them that I drive for some distance and it is not feaisble to go back home and then back to the store. They, then, check my order again and told me it still needs verification!!!! Simply, the cutomer service representative over the phone LIED to me.


I went on and I cancelled my order and I just went to the shelf and picked up my item and went to the checkout. When I wanted to pay, I had a reward certificate that I used in the online order (that I just cancelled), I asked to use this in my order, but guess what, it wasn't available!!!


So, to conclude, I placed an online order. The customer service did not want to give me my order that I already paid for. I called the phone customer service who just lied to me and made me wait more than an hour in the store. I lost my reward certificate and I will have my money held up for few days. Is this really what online orders should be???

Posts: 6,036
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Registered: ‎08-21-2017

Re: The worst experience ever for online order pickup

Hello, handasa911,


Welcome to our community forums. We work hard to make online orders as quick and easy as possible and I apologize that this wasn't your experience. I know it isn't always easy to make a stop by your local store. While most orders are available within one hour, it can sometimes take longer if we need to verify your information. This is why we send an email when your order is ready. Because the decision was made to cancel your order we would be unable to see exactly what was slowing it down. I would like to clarify how your My Best Buy reward certificate will be refunded. 


If a purchase is returned or cancelled that was paid for using a certificate it can take three to six business days for this become available again. Please let us know if you have trouble receiving this and we'll be glad to see how we can help!

AndrewB|Social Media Specialist | Best Buy® Corporate
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