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Posts: 1
Registered: ‎08-04-2018

Best Buy just lost a customer, and by their own choice, too!

I placed an order online for in-store pickup using the price match guarantee which was great, but that's where the positivity ended.


Last night, I picked up my order — a video game.  When the store employee handed me the game, I could immediately hear the game disc sliding around loose inside the case — a common problem with discs (games, movies, CDs, etc.) these days.  When I opened the case, the disc was all scratched up as I had suspected it would be.


I asked if I could get another copy of the game.  The store employee very rudely rolled her eyes at me and said they don't have any more in stock.  I had no choice but to return the game and walk away unhappy and empty-handed.  And Best Buy made no money from me.


So that's the solution Best Buy has in place?  If something is out of stock in their store, they just choose to lose your business and send you to a competitor?  It seems like a company as large as Best Buy should have a better policy in place.  You can't have it shipped via your web site?  You can't check to see if another Best Buy store has the item in stock?  You can't notify me when you receive more inventory?  There are so many better ways to handle a situation like this but apparently Best Buy doesn't care about losing business.


I drove all the way to the store just to pick up this order and left extremely disappointed wasting all of my time for nothing.  The next time I make a purchase, I will definitely look at other retailers first before considering Best Buy.  There are plenty of other retailers (Target, Walmart, Gamestop, Amazon) where I can purchase something as basic as a video game.

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Registered: ‎08-08-2017

Re: Best Buy just lost a customer, and by their own choice, too!

Hi there, MetroBOS.


Thanks for connecting with us here on the forum and for choosing Best Buy when purchasing your new game. I'm happy to hear you were able to take advantage of our Price Match Guarantee with your recent purchase, but it's frustrating to hear that your excitement was squandered upon discovering your game was scratched.


Although our Return & Exchange Promise states that damaged items are not eligible for a return or exchange, it sounds like we could've handled this much better, and you have my apologies for the disappointment this experience caused you. I'd like to gather some additional information about your situation, so please keep an eye on your private messages by logging into the forum and clicking on the orange envelope in the top right-hand corner.


I appreciate you bringing this to our attention.

Sam|Social Media Specialist | Best Buy® Corporate
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