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Posts: 1
Registered: ‎11-15-2019

Preparing for pickup TODAY

So my cousin got me copies of Pokémon Sword and Shield today, and it's been preparing for pickup ALL DAY.  I tried walking into the store to pick it up, after an hour of back and forth with their retail representatives and my bank... I was told I had to wait.  I had already been waiting an hour.  This is at a location that's almost half an hour from where I live.


I had to go to work, and I left with absolutely nothing.  This has definitely affected my trust in Best Buy which is just pitiful after being an Elite member as long as I have.  If anybody can help resolve so I can play my game TODAY, I'd really appreciate it.  Best Buy closes in just a few hours where I live.

Posts: 4,067
Topics: 39
Kudos: 375
Solutions: 243
Registered: ‎11-29-2016

Re: Preparing for pickup TODAY

Good afternoon, Danreb,


Regardless of the item, it’s always disappointing a delay prevents you from utilizing your order as soon as possible.  Hearing this is for copies of Pokemon Sword and Pokemon Shield, I can certainly understand why you’d want to pick these up as soon as possible.


As it sounds like you’re aware, once your order is placed, we’ll send you an email confirming your order, and once it’s ready to pick up, you should receive a “ready for pickup” email, separate from your confirmation email.  This is outlined in our Store Pickup Help Center article, and while we try to make sure orders are ready for pickup within an hour, there are instances where additional verification may be necessary, and delay this process.


While I can’t guarantee a particular outcome at this time, I’ll be happy to look into these orders further, and offer any additional assistance I can.  For me to begin my research, I’ll ask that you send me a private message with the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


To send me this information privately, be sure to use the blue “Private Message” button in my signature.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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