BestBuy.com

[Weapon_X]

I placed an online order on November 21, 2020 and my item still hasn't shipped. It wasn't a Preorder. It was for an item that was in Stock at the time and is in stock currently. I'm not sure if this item has ever sold out on the website. The status currently reads "This item has been delayed. We’re working on shipping it to you within the next few days." Obviously, it's been more than a "few days", given we're in FEB 2021. I don't want the order cancelled because I got a Price Match the day I ordered it. Can someone help me out? Thanks.

[mantoothsean]

I came here to commiserate with you as I've spent the morning dealing with a simliar issue.  If you look at the "delivery & installation" forum you will see it littered with similar complaints.  

I ordered a computer monitor and another item for "same day delivery" yesterday.  At 8pm last night - I received an email saying my order had been delayed.  Upon following up - THREE TIMES - with customer service today - I was told the earliest I would receive my order is 2/9 despite it being avabile for curbside pickup 20 minutes away.  

They had no problem taking almost $400 from me instantly at the time the order was placed however.  I can't even request a refund until the items are delivered and no one can tell me when that will be.  

For whatever cold comfort this may provide you - I was able to finally get on the phone with senior escalation manager who leveled with me and told me flat out that Best Buy shipping is completley broken and unless you are going to go to the store and get it yourself or arrange curbside pick up, shipping is a complete crap shoot.  Dosen't matter if you choose same day, expedited or whatever - they can't stand by any shipping guarauntee.

The reason for this - I was told - is that website purchases have been automated to such an extent that even senior management cannot override orders once they have been placed.  They can't refund my money.  They can't tell me when my items will actually arrive.  He actually suggested going in person to the store that has the items, purchasing them and then returning the items I ordered - again - for same day delivery - when they arrive.  No thanks - I'm not giving this company another cent of my money.

I had assumed - when I chose same day shipping - that the items would be coming from the store 20 minutes away from me that had them in stock.  I was a fool.  They come from some warehouse and once the shipping lable is printed - which happens within 30 minutes after you place an online order - it locks out both the customer AND - get ready - EMPLOYEES OF BEST BUY  from making any changes.  You are at the mercy of an AI logistics algorythem now.  

They couch of all of this in "Welp - COVID, huh?!" yet Amazon, Home Depot, Ebay and other home delivery vendors my family uses seem to have no problems delivering on time AND offering refunds instantly if you want to cancel an order.

For what it's worth - the employees seem to hate the system as well as they have absolutely no control over it.  I confirmed with the escalation manager that I'm basically out $400 and that he can't give me any guarauntee as to when my items will be delivered.  All they have is the same tracking information that is available to the customer on their website which is non-existant.  

It is - without a doubt - a complete and utter farce and I will never spend another red cent in a Best Buy.  Amazon may be the evil Empire but they're stuff gets here on time and, barring that, they are able to issue a refund if it dosen't.  Death Stars gotta be funded somehow I supposed.

[hockeycanuckjc Community Veteran]

Unfortunately Best Buy can only do so much. They rely on delivery partners to get your item to you the same or the next day. I had a Next Day delivery and they used Shipt in order to get it to me. It was from the local store.

I know we all hear the excuse of "COVID" but with everyone ordering from home and having it delivered it has to do with stock and also available drivers to get the item to you. If the system is slammed then your order will be delayed.

I'm sure Best Buy can make this right for you

FYI Best Buy is not the only company that has logistics issues, the companies you mentioned all have these so to point the finger ONLY at Best Buy is a little bit of an unfair assumption.

[mantoothsean]

Sorry - you have no idea what you're talking about in regards to my personal situation and I spent ample time on the phone with a Best Buy supervisor who all but admitted to me that their shipping system is broken.  So please don't control the narration of my experince when you have no idea what you're talking about. When I say I have not had this experience with Amazon, Home Depot etc. - it's because I haven't.  At all.  Not one time.  In the past year.  During a global pandemic.  Further more - this does nothing to mitigate the fact that they charge your card the full amount at the time of purchase and are totally unable to refund your money - as in literally - they can't do it because the system automation locks Best Buy employees out from being able to do that 30 minuts after an online purchase.  I know this infomration because I was given it BY BEST BUY!  So - I stand by that my experience that A.) they could not tell me when my packages would arrive and B.) were not capable of refunding my money or cancelling my order.  I have LITERALLY never had this problem with Amazon - ever...EVER!  

So - yes - I'm sure other vendors have shipping issues from time to time but this is a persistant and known issue with Best Buy.  This is at least the 4th occassion I've had really, really bad shipping issues with Best Buy in the past 6 months.  Again - if you look at the "shipping and delivery" section you will seed dozens of complaints that are exactly like mine.  

Congrats to you that you haven't had these issues with Best Buy.  Judging by your - GOOD LORD - 9,321 posts on these forums it seems like you are really invested in them.  

[bret26250]

I would not recommend their real time delivery option. Neither the store nor support can tell me why the verifiable order is not being delivered on day 2. Both just said to contact the other. Wouldn't change to curbside not cancel order. Information was not in anyway concerned that no one could offer any support or resolution for an essentially $1,200 order.

[phorty40]

I went through something similar yesterday where a laptop was able to be sold to me without the most basic of quality assurance being performed, the keyboard itself didn't work, the KEYBOARD, this isn't some high-level testing that needed to be done to realize there was an issue, but even the basic due diligence wasn't performed.
This resulted in no less than 2 hours in travel time to the store to return the faulty unit.
I had then elected to repurchase it via the website, noting availability for pick up and delivery was for the next day, however after the order had been placed, one business day later - well beyond the window for cancelation, I was informed that the item was not available and would be delivered within the next week and a half.

In both instances, this is a matter of false information being provided to the consumer ahead of purchase only for BEST BUY to reference their policy and procedures, offering no additional support when in both cases the items and time frames listed were intentionally misleading. 

Now, I have hundreds of dollars on hold in my account as a result of two errors that should never have been allowed to occur in a normal operating consumer business. 

After spending hours with tech support, the best advice is received was to simply return the item when I eventually receive it, in other words, removing all liability and accountability, leaving the entire issue to be resolved by the consumer.

Honestly, what goes on?

[kuaile68]

Hello,

I didn't receive the order and shipment confirmation email. I checked the order status and it shows "Shipped." I clicked on the tracking info and it shows "We are waiting for UPS to provide your tracking information, but should be available soon." Why is the tracking number not provided? Please help.

[KingofKingsX]

My wife tried to surprise me with an Arcade1Up for Christmas. She ordered it on December 17th. The item was delayed to January and a shipping label was created.. That is as far as that item got in the tracking history. We have been trying to get a refund since and it has been a battle with Best Buy custimer service. They keep on saying we have to wait 5 days. After the 5 days they say we have to wait another 5 days. It is now February 9th and we still don't have the arcade or our money back. Called customer service again today and asked to speak with a supervisor and they disconnected the call. Terrible experience. 

[tdc012]

Against my better judgment, I opened an MBB Platinum Visa account, as the financing sounded good. The item, a Schwinn IC4 exercise bike, was promised to be available for pickup today, Feb 9. Of course, I never received any notification during the day and got a text at 6:10 that my order was delayed. The information says hopefully it will be available within a few days, and if it isn't by Feb 23, it will be canceled. The item is of course sold out on the website now and cannot even be ordered.

Am I actually even going to get this order? Why give a date when you obviously have no ability to actually have the item ready by then? Maybe in the future quite selling more of the item than you actually have. I wish I had never opened this account. Apparently being "elite" and a "platinum" cardholder means absolutely to this crappy company. In the future, I will take my business anywhere but here.

Can anyone do something about this and get the order to me sometime soon?

[LuisP]

Hello, 

I ordered a Hori Split pad pro for the switch on February 8, checkout and confirmation email said that it would arrive at February 9, but didn't happend.  

When will it come then? If you are not sure when will arrive I will cancel the purchase, because amazon will be faster in delivering the same thing.