BestBuy.com

[yostin151]

Hello, I am from costa rica and i recently bought a ps5 and it is praparing to be ready for pick up by feb 26 on east colonial store in FL. Nevertheless I need the item to be shipped to the address i have in my account as my friend from the states can not go to the store to pick the item up.

The order does not let me click on ship it instead. Additionally the last agent i spoke with said that he was changing it to ship instead of pick up but the order still shows is getting ready to be picked up but i need it shipped. You can see the transcript from today's conversation with one of the agents: 

Finally, even before placing my ps5 order i asked an agent and the first agent said that it was fine, that your team would be able to change from pick up to shipping. I am truly desperate as we all know ps5 is in high demand and i was lucky to get one but i am afraid my dream will not come true if you do not change it to shipping. 

Hello, YOSTIN {removed per forum guidelines}, Your requested Best Buy chat transcript is below. We appreciate your visit to BestBuy.com today and look forward to seeing you again soon.

General Information Chat Start Time Chat End Time Chat Duration Operator Interaction ID Feb 19, 2021 19:11:24 GMT Feb 19, 2021 19:24:41 GMT 00:13:16 Maxim K {removed per forum guidelines}

ChatBot (19:11:26 GMT) : Beginning of a non-XXX bots history message(s). ChatBot (19:11:26 GMT) : XXX-02-19T19:10:55.XXX-00:00USER: BOT:Hi, I am your automated Agent. Select an option or type your question below. ChatBot (19:11:26 GMT) : XXX-02-19T19:11:03.XXX-00:00USER: Help with a PurchaseBOTo you need help with an item you already ordered or one that you are considering? ChatBot (19:11:26 GMT) : XXX-02-19T19:11:04.XXX-00:00USER: Product I orderedBOT:How can I help with a product you've ordered? ChatBot (19:11:27 GMT) : XXX-02-19T19:11:09.XXX-00:00USER: Find my orderBOT:Content removed from agent console ChatBot (19:11:27 GMT) : XXX-02-19T19:11:18.XXX-00:00USER: YesBOT:We are connecting you with the next available Agent. ChatBot (19:11:27 GMT) : XXX-02-19T19:11:18.XXX-00:00USER: YesBOT:We are connecting you with the next available Agent. Maxim K (19:11:31 GMT) : Thank you for choosing Best Buy, my name is Maxim K. How may I assist you today? Visitor (19:12:45 GMT) : Hello Maxim , i bought a ps5 today but i can not go to pick it up. I spoke initiallto an agent that said recommended me to place the order and that i could change it to ship it later but now no one is able to change it to ship. I am from COsta Rica Visitor (19:13:16 GMT) : And my friend can not go to pick it up. Is there any way you could soeak to a manaer about my situation? Maxim K (19:13:31 GMT) : Don't worry let me check and help you with the solution. Maxim K (19:13:51 GMT) : Could you please provide order number? Visitor (19:14:02 GMT) : I am one of those few that was able to score the ps5 and now i am going to lose it , lol Visitor (19:14:03 GMT) : yes Visitor (19:14:09 GMT) : Order # BBYXXXX-XXXX-XXXX-XXXX Maxim K (19:14:26 GMT) : Thank you for the order number. Maxim K (19:14:56 GMT) : Just confirm are you looking to item ship to home? Visitor (19:15:14 GMT) : Yes Maxim K (19:15:35 GMT) : Sure, I'll help you with the item to ship to home. Visitor (19:15:48 GMT) : that the system will not let you change it Maxim K (19:16:00 GMT) : Could you please provide ship to home address and phone number? Visitor (19:16:09 GMT) : just wondering if someone from upper management could help with this specific situation Visitor (19:16:14 GMT) : yes Visitor (19:16:19 GMT) : XXX-88815029 Maxim K (19:16:33 GMT) : Thank you for the phone number. Visitor (19:17:20 GMT) : XXX FALLING TREE CIR ORLANDO, FL 32837-XXX Maxim K (19:17:35 GMT) : Thank you for the address. Visitor (19:17:41 GMT) : yw Maxim K (19:18:49 GMT) : Could you please provide correct phone number? Visitor (19:19:33 GMT) : XXX‑XXX‑XXX Maxim K (19:19:51 GMT) : Thank you for the phone number. Visitor (19:20:03 GMT) : forgot that you page does not accept my CR phone number Maxim K (19:20:53 GMT) : Perfect! I was successfully change the item to ship to home. Visitor (19:21:04 GMT) : are you for real? Maxim K (19:21:05 GMT) : You will get the confirmation email within 2 hours. Visitor (19:21:17 GMT) : previous agents havent been able to Visitor (19:21:26 GMT) : system would not let them. Maxim K (19:22:05 GMT) : Just {removed per forum guidelines} try like this. Visitor (19:22:16 GMT) : still reflecting - ready for pick up on the 26. Maxim K (19:22:21 GMT) : You will get changed. Visitor (19:22:29 GMT) : Can i have some type of confirmation? Maxim K (19:22:39 GMT) : You can see on your account with in 2 hours. Visitor (19:22:39 GMT) : that proves you did change it ship? Visitor (19:22:45 GMT) : or do i have to do it? Maxim K (19:23:00 GMT) : I just change the item to ship. Maxim K (19:23:11 GMT) : You can see on your order within 2 hours. Maxim K (19:23:15 GMT) : You can trust me. Visitor (19:23:22 GMT) : ok i will wait those two hours sir. Maxim K (19:23:42 GMT) : Is there anything else that I can assist with that? Visitor (19:23:45 GMT) : You are the best, you will have made my day if the change went through Visitor (19:23:52 GMT) : That is all for now Maxim Visitor (19:23:56 GMT) : you rock! Maxim K (19:23:56 GMT) : Thank you for choosing Best Buy! This chat session will now end and you will see a short survey. I appreciate any feedback you can provide. Maxim K (19:24:06 GMT) : Take care! I wish you end your day with a smile on your face. Maxim K (19:24:23 GMT) : Stay safe Yostin.

Sincerely,

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[hockeycanuckjc Valued Expert]

As far as I am concerned, I did a lot of research online and Costa Rica is not part of the USA per many links. Sounds like an international order which BEST BUY cannot fulfill.

[Meg-BBY Social Media Specialist · Accepted solution]

Hey, yostin151,

Thank you for reaching out to us about your order. I'm sorry to hear that you are not able to pick up your new PS5 at our Florida store, I can understand your concern as I know this is a hugely anticipated release.

Typically, we are only able to modify an order within 30 minutes of placing it. It sounds like the agent you were chatting with was mistaken, and made an attempt to update the order's shipping method, however it sounds like that did not process. It is likely that this order cannot be modified, and that you will need to arrange for someone to pick this up from the store. 

I'd be happy to take a closer look into your order, though, and see if there is anything I could do to help. Please send us a private message with your full name, email, phone number, and order number and I can get started.

Best,

[yostin151]

I have a friend with an usa address. He then was going to re-ship it from usa to CR but that is on me. I was just asking if it could have been shipped to my friend's house in usa rather than him going to pick it up. Thanks

[drumn_bass]

@yostin151 

Not saying you did anything wrong, but the is exactly how fraud occurs and your request was probably denied after the agent submitted it. Plus they have very strict rules for these high demand items, for the same reason,  to protect themselves from fraud, as they are a target. You expected your friend to pick it up for you, but found out the same day they can't? They have few days to get there. I really doubt BB will ship it, your friend needs to make it in or I'm sorry to say, you will have to keep looking.

[yostin151]

Thanks, the problem is that before placing the order one agent promised me that they would be able to have it shipped instead of pick up. Now my friend is charging me 50 bucks more besides what he was already charging me to bring it to the country just because of he will have to spend money on gas to go and pick up instead of best buy just shipping it as multiple agents gave me false expectations before and after.

[yostin151]

The agreement with my friend was to have it shipped. We never had the intention to pick it up, that is why before buying the ps5 I wrote to the agents to confirm if they could change it to shipping instead of pick up and as they said yes, i proceeded with the order.

[Allison-BBY Social Media Specialist]

yostin151,

I have located your private messages to Meg, and will be following up shortly in her absence. Please keep an eye on your inbox for my reply! You'll be able to read my message from your inbox by clicking on the orange envelope in the upper right-hand corner of your screen. If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

Happy to help,

[yostin151]

To everyone following this issue, I have now spoken with Juan D from best buy and he and I already got to a solution. He has great customer service and now my issue has been resolved. I will not share how he resolved the issue as that is private but he did confirm previous agent/agents gave false expectations about changing from pick up to shipping when it was not possible.

[yostin151]

I have a friend with an usa address. He then was going to re-ship it from usa to CR but that is on me. I was just asking if it could have been shipped to my friend's house in USA rather than him going to pick it up. Offcouse best buy can not ship to CR and i never intended that. 

To everyone following this issue, I have now spoken with Juan D from best buy and he and I already got to a solution. He has great customer service and now my issue has been resolved. I will not share how he resolved the issue as that is private but he did confirm previous agent/agents gave false expectations about changing from pick up to shipping when it was not possible.