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Posts: 1
Registered: ‎12-21-2017

Online pick up in store

[ Edited ]

To Whom ever this may concern,


I am very displeased with the online services that your company has offered me. I placed a order online at 4:13pm on 12/20/17 to be picked up in the store by me. The money was debited out of my account at 4:13pm online. I went to the store to pick up item, I was told it takes about an hour for the money to be transferred to store in order to get the item. The manager was very friendly and wanted to help me so he pulled my item immediately. The store rep told me to come back in an hour and I should be able to pick it up... ok that’s fine I understand. I come back at 5:20, I wait on the pick up line. I reach the rep by 5:25pm and she tells me my item was placed on a financial review hold. That’s interesting since the money has already been depleted from my account by your company. She then directs me to call customer service for online to get the hold off in order to take my item which is already at the counter. So I proceed to call customer service and reiterate what the rep has relayed to me. The online customer service rep proceeds to tell me that the store rep has fed me misinformation and the item is not on a financial review hold and directs me to hand her the phone to speak with her. Ok, so I get back on the pick up line and hand the store rep the phone... They converse for about 4 minuets and hang up. The store rep then tells me the money just hasn’t hit their system yet but there’s no hold on it, it should be ready in another hour or so... it’s Because of the holidays. Ok, so let me get this straight.. if I would of just came in and purchased it, I could of received my item faster... but because I decided to purchase it online and pay for it ahead of time to just come in and get it.. I have to wait hours for the money to transfer to store???!?? Wow that makes a lot of sense. I surly wish I would of knew this before... I would have never!! Placed the order online. Ok, so the store rep tells me I’ll receive a email when it’s ready and the store closes at 11pm. This is just great!! I bought this as a birthday present and now I have to go to a party empty handed. Fast forward, I’m at the party constantly checking my email on my phone even up until 11pm and still my item is not ready!!! Are you serious!!??. I wake up 8am 12/21/17 still no email..... highly disappointed!! Would not recommend online store pick up to anyone.

-Sincerely One Angry customer

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Registered: ‎04-18-2017

Re: Online pick up in store

Hello Mclarke8988-


Thank you for trying to take advantage of our Store Pickup, but we’re sorry that this was your experience!  Please accept our apologies for the delayed response, the holiday volume has us backlogged and we’re doing everything in our power to reply as quickly as possible! 


When placing an order online and selecting store pickup as an option, it is important to wait to receive a “Ready for Pickup” email. (This is a separate e-mail from your order confirmation.)  I truly do apologize about any inconvenience this caused, and I’m happy to see that this was picked up shortly after posting with us on 12/21. 


We’re grateful that you provided us with your feedback and always feel welcome to write back to us if we can ever answer any other questions you may have!



JJ|Social Media Specialist | Best Buy® Corporate
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