03-17-2019 10:27 AM
I preordered a Samsung galaxy active watch and they said it would be ready on the 8th to pick up. I called on the 7th to see if it would be ready early in the morning and they said it was there and I could pick it up the next morning. I go in the next morning and they say the item is out if stock and my item never came in. I call customer service that afternoon and they say they can ship it to me, then I get a msg from the store about 5 min later saying my item is ready for pick up. I call the store to tell them I changed to shipping to store, but since they already have it can I just pick it up? They said that it wouldn't be a problem so my sister drives 44 min to pick it up for me and they cant give it to her even though they said they would. I call customer service the next day (9th) and they said I can pick it up at the store on the 14th. Well on the 13th I get a msg saying my item is out of stock when I can clearly see that the store has a few watches on stock again I call customer service on the 16th to make sure what they said was correct and my watch was going to be ready to pick up and she said no it was out of stock, but they could have it ready on the 20th. Why tell me a date if they cant stick to it so I had it shipped to my home because she promised it would be here yesterday the 16th and again it wasnt. It says a label has been created but they never shipped it to FedEx. I could have easily prerodered from Amazon or Walmart, but I decided to trust in best buy. This has been such a frustrating experience. Will I ever get my item?
03-17-2019 02:22 PM
Welcome to the Best Buy Forums!
I appreciate you choosing us for your Galaxy Smartwatch purchase and for joining the forums to let us know about this experience. I am here to help where I can.
Selecting In-Store Pickup for your BestBuy.com order is intended as a great way to ensure that your products are ready when you want them. I use this option often and with great success, that's why I was so discouraged to read about your experience. Generally, most orders can be filled and ready for pickup within a couple of hours, but processing times can vary.
I’d like to look into this further for you. By clicking on the blue “Private Message” button next to my signature, please private message me with your order number, full name, phone number, e-mail address connected to your BestBuy.com account, and the store you were working with. I look forward to hearing from you.