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New Member
Posts: 4
Registered: ‎06-21-2019

Awful Experience Picking up an online order on my local East Lansing, MI Bestbuy

I have order 2 external hard drive 10TB Easystore on Tuesday June 18, 2019. Got an email from BB saying the order will be ready on Friday June 21, 2019. On Friday June 21 I got haft of the order only one 10TB Easystore hard drive and they said that they did not have any more of those available at this store. A few hours later I check the website and they had another one of those available at that store and I could buy it online and pick up the same day. I went to BB and they said that they could not give me that same 10TB Easystore that they had in stock and that I had to wait for my order to be ship to that store. 

I dont understand why BB does this to their custumers they have the product in stock there at the store I had already order and paid for it four days ealier. Their email said that this would be available for pick on that day but they only can give me half of my order. I was there for about an hour and talked to four people and no one was able to help me. 

It should not be this difficult to get and online order. I was expecting that BB would help me with my order at they store since they had it in stock. In my view this is pretty basic you pay the money and you get your product. 

As of now I still only have half of my order. 

New Member
Posts: 4
Registered: ‎06-21-2019

Re: Awful Experience Picking up an online order on my local East Lansing, MI Bestbuy

[ Edited ]

BestBuy chat was nto able to help me. Here's the transcript of our chat.

 

12:42 PM
Hi, my name is Dilia {removed per forum guidelines}, Thank you for contacting bestbuy. How may I help you?
Dilia {removed per forum guidelines},
Thank you for choosing Best Buy, my name is Dilia {removed per forum guidelines}. How may I assist you today?
Hi Denyson!
You,
I would like to get the rest of my order
I have another 10TB easystore hard drive to be pick up at my local bestbuy but they claim that they dont have it there when they have the same product in stcok
This is the order number BBY01-8056XXXXXXXX
Dilia {removed per forum guidelines},
Let me check and help you with the order details.
You,
Already paid for 2 of those on Tuesday only got one on Friday
I've talk to someone from this same chat yesterday they said my order will be here today and I still don't have a confirmation email saying that the order is here.
Dilia {removed per forum guidelines},
Thank you for the details.
Let me check and help you with the details.

Could please help me with the phone number associated with the Best Buy account?
You,
{removed per forum guidelines}
they were not able to find the number yesterday
they not able to find the phoen number
the order its there
Dilia {removed per forum guidelines},
Thank you for the details.
You,
Please tell me the truth if you can not track this order please let me know because 2 people from this chat told me that this would be here today and nothing.
I dont know if you guys are just saying that you think I like to hear but so far my experience has not been good.
4 People in BB east lansing, MI store were not able to help me.
they had a drive in stock just like the one I've order and they would not give it to me. I explain to them about the order explain to them it was not completed and they had the same drive at the store.
Dilia {removed per forum guidelines},
Denyson, I see that the product is shipped to the store from the nearest Best Buy store.
I would request you to contact the store and check with the store, when the product will be ready for pick up.
You,
I did this yesterday they can not tell me
thats why I trying to get some help from you guys
why would they give me that drive the same product that they have on stock there to complete the order
Dilia {removed per forum guidelines},
We are really sorry for the inconvenienced caused.
You,
Does this complain goes anywhere when we are done here or this just gets deleted?
Why can BB give me the product that I paid for when they have it at the store?
1:07 PM
Dilia {removed per forum guidelines},
We are really sorry for the inconvenienced caused, let me check with the my supervisor this for you.
You,
Can you email me a copy of this chat
1:09 PM
You are now chatting with Paul {removed per forum guidelines}.
Paul {removed per forum guidelines},
Thank you for choosing Best Buy, my name is Paul {removed per forum guidelines}. I'm one of the Supervisors.
The agent is currently facing some technical issues. Let me connect you to the same agent once the issue is resolved.
You,
Are you there?
Paul {removed per forum guidelines},
Yes, I'm here!
You will be sent a copy of the transcript via email once the chat has ended.
You,
Do you know whats going on?
Paul {removed per forum guidelines},
Let me quickly review the chat and help you further.
You,
Why would my local BB give me the drive the same product that they have on stock there to complete the order
Can you guys call my local store and have them fulfilled my order with one of the drive that they have it in stock at that store? VS me waiting forever for a order that I've already paid for it.
Paul {removed per forum guidelines},
I did review the chat and I'm sorry to know that you have not received one product in this order.
The delay was due to lack of stock availability of the product, so we have already got one in stock and it is on its way to the store. Once the package is scanned at the store, you will receive the ready for pick up email. I would request you to wait for some time.
You,
they have it at the store
the same drive
they are refusing to fulfilled the order
Paul {removed per forum guidelines},
I understand. Since your package is coming from a different location, they wont be able to provide you any other product.
You,
when they have the same product at the store
and my packet is late by 6 days now
and this is totally ok for BB's customer service?
Paul {removed per forum guidelines},
I'm sorry, we are trying to to deliver the package to you at the earliest. The store associates wont be able to provide you the product, if your package is on the way.
1:24 PM
You,
Who can I talk to that can provide me with my order?They have it at that store. I've already paid for it you are talking like they are two different companies and its not. Thats the same store that I got the first half of my order.
1:27 PM
Paul {removed per forum guidelines},
In this case, you can call us at 1-888-237-8289.
You,
think they are going to help me?

New Member
Posts: 4
Registered: ‎06-21-2019

Re: Awful Experience Picking up an online order on my local East Lansing, MI Bestbuy

Betbuy end up doing the right thing. After 2 more hours on the phone they were able to refund me the diffrence from the drive that I got on sale on Tuesday to the one that I bought yesterday at the store. I'm glad that BB did the right thing but it should not have taken 2 days and a number of phone calls and chats to get this resolve. The East Lansing, MI BetBuy could have fixed this right there yesterday. I've ask them do you think this is a good experince for me your custumer? They would say anything.

 

 

Posts: 9,105
Topics: 424
Kudos: 627
Solutions: 398
Registered: ‎09-29-2008

Re: Awful Experience Picking up an online order on my local East Lansing, MI Bestbuy

Denyson,

 

Welcome to our community. On some rare occasions, I too have run into orders not arriving as expected. Whether it was an outright delay or due to items shipped separately, it was still frustrating. I was unhappy to hear you've encountered a similar issue and that your course to a resolution was more complex that it ought to have been.

 

I was quite happy to read that our East Lansing location was ultimately able to offer you the assistance and resolution you needed. I agree with you wholeheartedly that the process should have been less convoluted and I apologize for our having disappointed you.

 

Please know I am grateful that you wrote to us with your concerns and for your feedback on this experience.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎06-21-2019

Re: Awful Experience Picking up an online order on my local East Lansing, MI Bestbuy

Just to make this crystal clear.. It was NOT the East Lansing, MI BestBuy that helped me. It was the BestBuy 1800 number that I had called. They could have easily stopped this at the store when I went in to talk to them, but they did not do anything for me. This was shocking to me because I thought this wouldn't be a big deal to get resolved. 

 

At the end of the day BestBuy has take care of their custumers, there are plenty of other places to buy electronics and if the customer service is as bad as I experienced, people will go elsewhere. Eventually, after over 3 hours on the phone both days and 2 chat sessions of about an hour each day, I was finally helped. I was trasnfered to a supervisor during both chat sessions and neither were able to help in any way. 

 

I've asked almost everyone that I talked to if they thought I was getting good customer service and not one person answered my question.

 

Eventually, I was able to get the item for the same price that I had already paid because they price matched. From now on, I will be more careful in purchasing anything from BestBuy.

Posts: 5,616
Topics: 63
Kudos: 526
Solutions: 325
Registered: ‎12-23-2016

Re: Awful Experience Picking up an online order on my local East Lansing, MI Bestbuy

Hi, denyson,


Thanks for clarifying that. I’m sorry that you had to use so much of your time to get this resolved. What you described isn’t the kind of service we want to offer, and I apologize that we fell short on this for you. That isn’t at all typical of the service we provide, and I appreciate you taking the time to share this with us. Feedback really does help us get better. 


If you ever run into an issue with a future order from us, please reach back out here on the forums. We’ll do our best to support you, and I’m confident we’ll provide you with a superior experience. 

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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