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Posts: 1
Registered: ‎11-07-2020

Complaint and Last Chance to Keep Business

I purchased an Echo Flex with free Singled light bulb during your amazon days. My options for shipping/pickup were pay $6 and they would deliver to my house around Nov. 20 or pickup in store on Oct 31. I choose pickup in store at your Christiansburg location. I thought this would be great even though the store is a little over an hour away, I'll make a day of it with my wife and kids.


So once the order gets processed, it says that my Echo Flex will be shipped to Christiansburg while my light bulb is getting shipped to Knoxville. Can't change it on the website, so I call customer service. They say they can't change it but to wait until it arrives in Knoxville then have it shipped to the Christiansburg location. I get notification that my Echo Flex will be ready for pickup on the correct day. So we leave in the morning. Says that they are "preparing my order for pickup." I get to the store around 1 after some shopping and lunch. Still says they are preparing my order for pickup. I ask a customer service rep for help. They say, we have it here but we have to accept it in to the store. They can't do that, bring in someone else to help. After some digging. Echo Flex was received but seems to be a glitch where the light bulb wasn't ready for pickup. They were able to call a customer service tech and get it resolved for the echo flex and get the light bulb transferred to the Christiansburg location by Nov. 6. I have a co-worker I see once a week that is from Christiansburg, I'll get him to pick it up. I try to change pickup person, but no option to do so. I think, well maybe it has to arrive before I can make a change. It arrives on Nov. 6, still not able to change it. I call the store, they can't do anything so they transfer me to customer service. The lady informs me that she cannot change it. I ask if there is anyone that can or that I can talk to get more help. She says no. 


Please help. I live an hour and 15 minutes from the closest Best Buy. I would still have to pay $6 to get it shipped my house or drive to the store to get my "free" item that should have went to the Christiansburg store in the first place when I placed my order and selected it for my pickup option. I'm sure you get quite a lot of threats saying people will not do business with you anymore, and you are a big enough company that my business will not hurt your bottom line that much. I will, however, take my business elsewhere if I don't get a resolution on the pickup person. 


The in-store people were able to do far greater with their phone call to than I was (which partially should be but not for what I'm needing). I'm not sure why it is this difficult to get a light bulb to me and also why I cannot change the pick up person.

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Registered: ‎08-21-2017

Re: Complaint and Last Chance to Keep Business

Hello, supertiwggs,


Welcome to our community forums. I appreciate you taking the time to let us know about your recent experience with this purchase. We strive to make the ordering process as smooth as possible no matter how you choose to receive this order. I would be happy to help you explore what options may be available to help.


As the previous agent mentioned, you can add additional people to pickup an order during the checkout process. Best Buy is unable to modify this after your order has been placed. With that said, I'd like to see I explore every avenue for this order.


I will need some more details so I can continue to review this. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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