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Posts: 2
Registered: ‎11-09-2019

Formal Complaint to Best Buy Corporate (Pre-Orders never being available on launch date and staff)

So like most people who purchase expensive electronics I preorder my items, This is not a one time issue this is a culmination of multiple scenarios over the last 2 years. First off I understand things happen outside of anyones control (low stock, or items not arriving in time) however, this is absolutely an unexceptable way to deal with these instances.


I preordered the collectors edition of Death Stranding on the PS4, I was extremely excited for the game and even took time off from work as I rarely get to play video games these days, I work full time in a stressful environment. I wanted to do nothing else but play this game and enjoy my short vacation at home.

I went to the pick up location (800 E Dimond Blvd Ste 100, Anchorage, AK 99515) and was unable to get my item, I was told the shipment had issues and they will not have it until Tuesday November 14th (game released on the 8th) I was upset, I asked if there was anything that could be done in the mean time as this was a great inconveinence, I had taken time off work and return to work on the 14th. The man assisting said no nothing can be done, I asked if it was possible to get store credit so i can purchase a digital copy while i wait for my collectors edition (seemed like a reasonable request to me) the man said he is unable to do that. I asked for a manager as i know its not unheard of as i had one of my friends who preordered the collectors edition of Super Smash Brothers on the Switch get comped a standard copy when a similar instance happened last year, the man stated he is a manager and its not something that best buy can do. Not that he would not but that best buy could not. At this point i was fairly upset as the man had a rude unapologetic tone, I was using my lunch period to pick up my order and i was short on time so i left. Not once did the man show any sympathy. Not once did the man show even an ounce humanity, he was rude and did not care that due to an error with best buys shipping (that frequently occurs at this location) I have no ruined my next 4 days.


on my way back to work i call the corporate line i found on google, speak to a woman who has no understanding of what i am trying to convey to her and she keeps saying they can ship a copy by tuesday the 14th. So again i ask for a supervisor or manager as my issue here is the lack of care the suposed manager of 800 E Dimond Blvd location had. again got an unapologetic man on the phone who was just as rude as the man in the store so i ended the call and retuned to work.


I had to spend on top of the 200.00 i spend on this collectors edition, 60.00 for a second copy of the same game so i was able to play. Fine whatever but the way these transactions were handled still make me absolutely livid. I can deal with having to spend extra money i work and thats not an issue, the issue is now i have lost all respect for a company i used to do all my electronic shopping at, I purchased my 65' LG LED UHD tv and Atmos Soundbar from this same location, All of my High Dollar transactions for electronics would be with best buy. Now I am probably finished with this company.

Posts: 2,712
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Registered: ‎10-19-2017

Re: Formal Complaint to Best Buy Corporate (Pre-Orders never being available on launch date and s...

Hello, DScustomer,


Welcome to the Best Buy Forums!


I appreciate you taking the time to write us regarding your experience. We try to pride ourselves in ensuring we provide great customer service, each and every time. It saddens me that this was not your experience. Since I am already working with you over on Twitter, let’s continue our conversation there. I appreciate you sharing this with us.


Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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