11-07-2017 01:02 PM
I ordered a game early Saturday morning (11/04) for pickup at a store close to my home. I have been having trouble finding the time to pickup the order over the last few days so I changed it to a store close to work at 10:45am this morning (11/07). At roughly the same time I also placed an order with my business account for a flash drive.
I got the pickup ready email for the flash drive but nothing for the game. I called the 800 number and they told me just wait longer. Had I known that this ready in 1h item would take 3+ hours I would have canceled and reoredered.
11-07-2017 02:09 PM
11-07-2017 02:46 PM
I went to the store to get my flash drive, there were plenty instock, right on a large display. After I picked up the flash drive I politely asked about this order. She made a few calls and someone grabbed one off the floor and brought it to me. Problem solved. I was more annoyed with the 800 number and their unwillingness to do anything at all. I understand mistakes happen and delays can happen. But the only thing I was excueses of why there was a wait and sorry, wait longer, or cancel the order.
Maybe someday Best Buy will stop farming there 800 number over seas.
11-07-2017 03:24 PM
Sorry you had a negative experience. This time of year, the 888 number is swamped with inquiries due to the holiday shopping season so it may not be an optimal experence although all calls are supposed to receive courteous and accurate information.
Nonetheless though I hope you enjoy your purchase and Happy Holidays
11-08-2017 01:35 PM
Welcome to the Best Buy forum community! We’re glad to have you as a new member, though I’m sorry you joined because you had such a poor experience. I understand how frustrating it can be trying to find time to do everything you need to during your day.
When online orders are set to be picked up in store, the times for them to be switched over between stores can vary depending on quite a few factors. For example, as hockeycanuckjc pointed out, if they have trouble locating the item it can cause a delay or something else may cause a delay as well. While we do everything we can to ensure prompt store pickup, some orders can require additional time to process, or, in this case, re-process.
I’m sorry that you were not happy with your experience when you called our customer service line. It is very disheartening to hear that you feel they did not hear your concerns properly. In terms of shortening turn around for re-processing on in store pickup for an online order, we aren’t generally able do that as some orders simply need additional time to process for a variety of reasons. I apologize if the agent you spoke to did not show the concern for your situation that we would expect. We try to make each of our agents aware how important these interactions are, as each customer is precious and each order in monumentally important to the individual they interact with.
I’m happy to hear that when you went into the store they were able to assist you in the moment to get you a copy of the game you requested for pickup. Our stores try to provide the best service and help out wherever they can. I’m glad they were able to come through for you.
Thank you so much for your feedback about your situation. We will use this information to try to make future customer experiences better.