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Posts: 1
Registered: ‎08-02-2022

Poor Online/In-Store Experience

Yesterday, I  purchased a tv, online. The website stated that the tv would be available within an hour. When my wife arrived at the store, she was told that they could not find the order in the system. When she presented the receipt, she was told that the delay was due to Best Buy ensuring that the purchase was not fraudulent. At this point, my wife asked to speak to a manager. She also called me so that I could speak with him as well. The manager stated that he does not use other people's phones to speak with customers. When asked if he could use his phone to call me or if I could call him, he stated, "No!". Finally, at 8:30, I received a message that my order was ready but at this point the store was closed. I have been a customer with Best Buy since 1994 and this incident has caused me to consider shopping elsewhere. My wife wasted two hours trying to pick up this purchase. Furthermore the store manager was rude, dismissive, and provided poor customer service. 

Posts: 158
Topics: 0
Kudos: 34
Solutions: 7
Registered: ‎11-08-2021

Re: Poor Online/In-Store Experience

Good Morning, geoaustin03.

Thank you for reaching out to us on the Best Buy Community Forums. I certainly understand being excited to pickup your new TV, then how you felt when the television was not ready as expected and your concerns were not addressed by our team in the store. I always recommend that prior to visiting store pickup after placing an order, that a customer waits until they have received the notification that the product is ready. There may be unexpected delays in making sure your product is ready for pickup and waiting for the ready notification makes sure that you do not spend unnecessary time waiting at the store. Our team members should be able to review why there is a delay in your product being made ready, such as a payment verification, and provide you options on how to proceed. I understand this was not your experience.


I am happy to look further into this on your behalf. Please send me a private message with your full name, phone number, email address, and order number.


Kindest regards,

Bobby|Senior Social Media Specialist | Best Buy® Corporate
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