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New Member
Posts: 5
Registered: ‎06-10-2021

Unable to purchase online

[ Edited ]

I attempted to make a purchase online, and the system failed to allow me to do so.  Both on app and website.  I was told to wait and I would be able to complete my purchase between 5pm and 7pm EST on 6/10.  So, I waited, and still was unable to complete my purchase.  I then reached out to support, and this is how it went:

 

  1. 7:47 p.m.
    Virtual Agent:

    Hi, I am your automated Agent. Select an option or type your question below.

    • Shopping for a Computer
    • Help with a Previous Purchase
    • Geek Squad Service
    • Order Status
  2. 7:47 p.m.
    You:

    Graphics card

  3. 7:47 p.m.
    Virtual Agent:

    You can view all of the GPUs / video graphics cards we have in stock at the link below.

    Do you need any more help with graphics cards?

    • Yes
    • No
  4. 7:47 p.m.
    You:

    Yes

  5. 7:47 p.m.
    Virtual Agent:

    OK, let's connect you to a person who can help.

    Select the button below to connect with a Live Agent. To better assist you, we will ask for your email address and additional information.

    • Chat with a Live Customer Care Agent
  6. 7:47 p.m.
    Margaret {removed per forum guidelines}:

    Connected with a live agent.

  7. Margaret Green:

    Thank you for choosing Best Buy, my name is Margaret {removed per forum guidelines}. How may I assist you today?

  8. Margaret {removed per forum guidelines}:

    Hello Good Afternoon, Nice to have you on chat todaySmiley Happy

  9. 7:48 p.m.
    You:

    I was attempting to purchase 1 of 3 available products today. After clicking add to cart, I waited through the secondary queue, and then when attempting to add to cart again was unable to purchase the product I was in queue for.

  10. You:

    Upon reaching out to this support, I was told I would have another chance between 5pm and 7pm EST to purchase one of these products

  11. You:

    However, it is nearly 8pm EST, and I'm unable to do so still

  12. 7:49 p.m.
    Margaret {removed per forum guidelines}:

    I am glad to know that you are trying to purchase the product, I will check which product are you referring to.

  13. 7:49 p.m.
    You:

    Model:10G-P5-3885-KBSKU:6432400

  14. 7:49 p.m.
    Margaret {removed per forum guidelines}:

    Thank you.

  15. 7:49 p.m.
    You:

    odel:9001G1332530000SKU:6429440

  16. You:

    SKU:6430175

  17. You:

    These were the 3 items I had queued up for, to attempt to purchase

  18. 7:50 p.m.
    Margaret {removed per forum guidelines}:

    Thank you for teh details.

  19. 7:50 p.m.
    You:

    I only want a single graphics card, and don't care which one it is

  20. 7:50 p.m.
    Margaret {removed per forum guidelines}:

    The*

  21. 7:51 p.m.
    You:

    And I don't understand why the previous chat support told me I would be able to by now, when I still cannot

  22. You:

    I waited the entire 2 hour duration attempting to complete my purchase to no avail

  23. 7:51 p.m.
    Margaret {removed per forum guidelines}:

    I appreciate your interest and excitement in purchasing the graphic card. I would like to inform you that the GeForce RTX 3070 Ti and other 2 product was released today some time back and it went out of stock within minutes.

  24. Margaret {removed per forum guidelines}:

    We are already in touch with the vendor to restock the product again very soon. I request you to keep an eye on our website and place order once it is back in stock.

  25. 7:52 p.m.
    You:

    I wasn't looking at the 3070

  26. You:

    I shared the model's and sku's I was attempting to purchase

  27. 7:52 p.m.
    Margaret {removed per forum guidelines}:

    YoSorry 3080

  28. Margaret {removed per forum guidelines}:

    Sorry 3080*

  29. Margaret {removed per forum guidelines}:

    Yes I did check it was typo

  30. Margaret {removed per forum guidelines}:

    But currently there is no stock for any product we are working with manufacture to get more stock. Please do check website once in stock place the order.

  31. 7:53 p.m.
    You:

    I have been trying to place an order for a very long time now. However, the system does not allow me to do so even when I am ahead within queue and the ability becomes available to me

  32. You:

    Waiting for another round of supply is nice, but unless I'm actually allowed the placement the system is supposed to provide me when I enter queue then how am I supposed to complete my purchase?

  33. 7:55 p.m.
    Margaret {removed per forum guidelines}:

    I understand your concern, I wish I could helped you with this but when product is not in stock you won't be able to place the order In this case i request you to please do wait and once it is restocked you can place.

  34. 7:55 p.m.
    You:

    I just want the product that your site says I am able to purchase after my place in queue comes up

  35. You:

    Waiting for more supply doesn't solve my technical issue that your site and app won't let me complete my purchase after I arrive at the front of the queue

  36. You:

    Also, it does not help me with the last 2 hours I have waited at the direction of your support that ensured me I would have a chance to complete my purchase today

  37. Just a moment, your Agent was disconnected. Please keep this chat window open. You'll be reconnected with the next available Agent.

  38. 7:57 p.m.
    Margaret {removed per forum guidelines}:

    Connected with a live agent.

  39. Margaret Green:

    Thank you for choosing Best Buy, my name is Daniel F. How may I assist you today?

  40. 7:58 p.m.
    You:

    I am trying to complete a purchase that I was ensured by your support would be avialable to me, and the website and app will not allow me to do so, even when I arrive at the front of the queue

  41. 7:59 p.m.
    Margaret {removed per forum guidelines}:

    What you are trying to purchase I can see here that this is a graphic card the one you want to purchase.

  42. 7:59 p.m.
    You:

    During the recent drop of these 3 products: SKU:6430175, SKU:6429440, and SKU:6432400

  43. You:

    I was in queue waiting after the initial add to cart

  44. 7:59 p.m.
    Margaret {removed per forum guidelines}:

    Let me check the status of this one on my end give me a minute.

  45. 8:00 p.m.
    You:

    I got to the front of the queue to add to cart for the 2nd time, and it would not allow me to do so.

  46. You:

    I then reached out to support here, and was told I would get another chance between 5pm and 7pm EST to complete my purchase.

  47. You:

    I have been sitting here attempting to do this for the last 2 hours

  48. 8:03 p.m.
    Margaret {removed per forum guidelines}:

    I completely understand the update information we have for the moment is that this graphic cards are sold out for the moment and we are expecting to have it one back on stock next week

  49. 8:03 p.m.
    You:

    But you had stock when I was attempting to complete my purchase and the site and app will not allow me to do so

  50. You:

    If the stock is out, then the issue is the instruction I was provided when I reached out to support intiially

  51. You:

    I was told to wait for 5pm-7pm EST earlier today in this same support chat to resolve my issue in being able to complete the purchase

  52. 8:05 p.m.
    Margaret {removed per forum guidelines}:

    I understand, let me be honest with you for today we dont have a new restock I apologize for any other miss information

  53. 8:06 p.m.
    You:

    There was one earlier today, according to the site and app

  54. You:

    Which I was in queue for, and arrived at the front of the queue to be able to purchase

  55. You:

    Both the site and app failed to function correctly in completing my purchase. Now, support has delayed me to the point there is no stock remaining and I have lost time and my place in line attempting to make a purchase.

  56. You:

    So, what am I supposed to do?

  57. 8:08 p.m.
    Margaret {removed per forum guidelines}:

    I understand, I apologize that there was an error on the system and you was unable to purchase it

  58. Margaret {removed per forum guidelines}:

    Right now lest going to check what was the main issue with the account at the moment of purchase.

  59. Brian D:

    Connected with a live agent.

  60. Brian D:

    Hi, thanks for your patience my name is Brian  .D as I see that you have just been transferred to me. May I please have 2-3 minutes to review the start of this chat? My apologies for the delay

  61. 8:09 p.m.
    You:

    Sure

  62. 8:10 p.m.
    Brian D:

    Thank you

  63. 8:10 p.m.
    You:

    You're welcome

  64. 8:12 p.m.
    Brian D:

    Thank you

  65. 8:12 p.m.
    You:

    You're welcome

  66. 8:14 p.m.
    Brian D:

    Thank you for staying connected, I really appreciate your time and patience.

  67. Brian D:

    I'm really sorry for the delay

  68. 8:15 p.m.
    You:

    It has been troubling to be honest. I'm just trying to find a solution

  69. You:

    You're the 4th person in support I've spoken to today to attempt to find a solution.

  70. 8:22 p.m.
    Richard:

    Connected with a live agent.

  71. 8:22 p.m.
    You:

    I seem to be having a problem finding a solution. I have been passed for the 5th time now?

  72. 8:23 p.m.
    Richard:

    I am really sorry , I see that the previous agent was having issue.

  73. 8:24 p.m.
    You:

    So it would seem..

  74. 8:25 p.m.
    Richard:

    I have checked and I see that you're looking for the stock details for the EVGA - GeForce RTX 3070  Graphics Card [https://www.bestbuy.com/site/evga-geforce-rtx-3070-xc3-ultra-gaming-8gb-gddr6-pci-express-4-0-graphi...].

  75. Richard:

    Am I correct?

  76. 8:25 p.m.
    You:

    No, the 3080

  77. You:

    Any one of these 3 was what I was attempting to purchase: Model:10G-P5-3885-KB SKU:6432400 Model:9001G1332530000 SKU:6429440 SKU:6430175

  78. 8:26 p.m.
    Richard:

    I have checked and I see that due to the huge demand EVGA - GeForce RTX 3080 XC3 Graphics Card are currently sold out.

  79. 8:26 p.m.
    You:

    There was a listed of stock earlier today, I waited through the queue to add to cart, and then the system returned the add to cart button for me to purchase and would not allow me to do so

  80. You:

    I made it through queue for all 3 products, and was unable to complete my purchase

  81. 8:27 p.m.
    Richard:

    They have been restocked limited  and it was the reason has been sold out.

  82. Richard:

    I am sorry to hear that

  83. 8:27 p.m.
    You:

    So, I reached to support, which told me to wait until 5-7pm EST to complete my purchase

  84. You:

    So I waited here the additional 2 hours with no resupply, and now since the inital support agent would not assist when I was at the front of the queue there is no supply left

  85. You:

    So, I'm left where I can't get support when the site and app don't want to function when I get to the front of the queue, and am told to wait for more supply. Yet I'm still left with the technical issue that I should have been able to complete my purchase

  86. 8:29 p.m.
    Richard:

    Please accept my sincere apologizes, the best I can suggest you to please check the website on regular basis as they will be getting restocked soon.

  87. 8:29 p.m.
    You:

    earlier today

  88. You:

    But the site and app won't function after I wait through the queue to add to cart...so how will stock solve my issue?

  89. You:

    It is the site, app, and support that cost me my place in line and stopped me from purchasing the available supply

  90. 8:33 p.m.
    Richard:

    Please accept my sincere apologizes for the inconvenience caused.

  91. 8:34 p.m.
    You:

    So, how can I resolve the problem? I just want to complete my purchase

  92. 8:36 p.m.
    Richard:

    As currently the product is out of stock we need to wait until it get restocked.

  93. 8:37 p.m.
    You:

    That puts me at the back of the line, and doesn't solve the matter where support wasted hours of my time instead of helping me when there was available stock

  94. 8:40 p.m.
    Richard:

    I can understand your concern, If I had an option I would have help you right away.

  95. 8:40 p.m.
    You:

    Is there a path of escalation?

    Delivered

  96. 8:41 p.m.
    Richard:

    You can contact the Best Buy phone team at 1-888-237-8289.

  97. Richard:

    They can able to help you get the issue fixed.

     

    So, after hours and hours of time support refuses to provide a solution, disconnects, abandons, and hands me off over and over.  All to be told to try agian when supply is made available.  Why does this "support" exist when they just waste your time?

Best Buy Employee
Posts: 2,332
Registered: ‎01-09-2015

Re: Unable to purchase online

Phone, chat, or store support cannot provide an item that sold out, waiting for a restock is the only solution.  The site is hammered by many people attempting to buy these extremely scarce items, which leads to these scenarios.  Unfortunately, if you are unable to complete the checkout process for items in your cart that means the items were sold out.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 5
Registered: ‎06-10-2021

Re: Unable to purchase online

That doesn't at all address this, which is when there was stock in supply, and I was lied to. This was when the technical issue was live, not out of stock, and I was at the front of the queue.


Chat Start Time Chat End Time Chat Duration Operator Interaction ID
Jun 10, 2021 21:05:38 GMT Jun 10, 2021 21:14:18 GMT 00:08:39 Perla B INT-sv1appis11-1623358814265-41797
ChatBot (21:05:38 GMT) : Beginning of a non-XXX bots history message(s).
ChatBot (21:05:39 GMT) : XXX-06-10T21:00:06.XXX-00:00USER: BOT:Hi, I am your automated Agent. Select an option or type your question below.
ChatBot (21:05:39 GMT) : XXX-06-10T21:00:42.XXX-00:00USER: I am trying to make a purchase, I waited for the please wait, and now can add to cart, yet the item won't add to cart.BOTSmiley Tongueicking out the right product can be hard, but our experts are here to help.In order for me to get you to the right person, could you let me know what you are shopping for?
ChatBot (21:05:39 GMT) : XXX-06-10T21:00:57.XXX-00:00
USER:

XXX RTX
BOT:

I'm sorry, I didn't understand that. Can you ask your question differently? Or, you can select one of these options. Picking out the right product can be hard, but our experts are here to help.

In order for me to get you to the right person, could you let me know what you are shopping for?


ChatBot (21:05:39 GMT) : XXX-06-10T21:01:07.XXX-00:00
USER:

Graphics card
BOT:

You can view all of the GPUs / video graphics cards we have in stock at the link below. Do you need any more help with graphics cards?


ChatBot (21:05:39 GMT) : XXX-06-10T21:01:14.XXX-00:00USER: YesBOT:We are connecting you with the next available Agent.
ChatBot (21:05:39 GMT) : XXX-06-10T21:01:14.XXX-00:00USER: YesBOT:We are connecting you with the next available Agent.
Perla B (21:05:42 GMT) : Thank you for choosing Best Buy, my name is Perla B. How may I assist you today?
Visitor (21:06:03 GMT) : I'm trying to purchase either: Model:10G-P5-XXX-KBSKU:6432400
Visitor (21:06:12 GMT) : Or: Model:9001G1332530000SKU:6429440 User rating, 4.9 out of 5 stars with XXX reviews.
Visitor (21:06:29 GMT) : I waited for the please wait, and now have the add to cart agian, but it won't add to cart
Visitor (21:07:13 GMT) : I only want 1, regardless of which, and I was in queue for one....
Perla B (21:07:41 GMT) : We at Best buy know it is important for you to have this graphic cards!❤
Perla B (21:08:38 GMT) : May I please have 2-3 minutes to look into this for you? I appreciate your patience.
Visitor (21:08:50 GMT) : Sure thing, thank you!
Perla B (21:11:58 GMT) : Thank you so much for patiently waiting on the line.❤
Perla B (21:12:41 GMT) : I was able to check into his for you and we will be having more release this afternoon, between 5-7pm.
Perla B (21:12:45 GMT) : Est.
Visitor (21:12:57 GMT) : Ok
Visitor (21:13:05 GMT) : Thanks for letting me know!
Perla B (21:13:29 GMT) : Thank you for choosing Best Buy! This chat session will now end and you will see a short survey. Take Care and stay safe.❤
Visitor (21:14:09 GMT) : You too
New Member
Posts: 5
Registered: ‎06-10-2021

Re: Unable to purchase online

Best Buy has a deterent for bots/scalpers, this forces people to see a "please wait" while being placed into a queue, and when the place in queue comes to the front it changes to "add to cart" again.  If the stock runs out during this time, instead of "add to cart" you would see "sold out" and the button remains gray.  Just like it is currently on the website.  

 

When I clicked "add to cart" for the 2nd time, the system said it didn't add to cart and try again.  I did so for a period of time, and I did this with 3 separate products of the same Nvidia series, and I used the mobile app to do the same (so it's not my computer or browser).  I experienced the technical malfunction across all attempts.  Thus, my need for support.

 

I reached out to support, and I have provided the logs where support does not attempt to help or correct the malfuction in any way.  Nor does support hand up the malfunction in the case that someone of a different skillset needs to address the malfuction to be able to correct it.

 

What support did do:

1. Lied to me about waiting for additional stock that never came.

2. Wasted my time waiting for this stock through the duration provided to me in my specific time zone, so there was no time zone issue to blame.

3. Disconnected from me when I reached back out to support repeatedly.

4. Handed me off to someone else who either disconnected from me, or could not help me.

5. Eventually told me to call the phone support team, because they could not assist.

 

This was a huge waste of time.  Support was not helpful.  The supply shortage, via the global chip shortage, best buy's supply, and Nvidia are not the problem with this experience.  

 

The issue, the ultimate problem here is that I attempted to use the app and website provided by Best Buy.  Both of them had a malfunction or issue.  Rather that was not correctly reporting out of stock or not allowing me to complete the purchase due to overselling the prodcut is not a supply issue, not a shortage problem, and something to report to support.  Then my experience with support adding another issue into the mix.  Root cause, again not Nvidia, not user error, not a browser issue, not my internet (phone was on carrier 4g w/ good signal), not the stock of the card, not the global chip shortage, or any other scapegoat that can be presented.  The issue here is Best Buy, the app, the website, and the very poorly ran support team that doesn't support the app or website or Best Buy's customers.

New Member
Posts: 5
Registered: ‎06-10-2021

Re: Unable to purchase online

Same thing again today, except a new bug.  I didn't waste time with support.  However, I've saved the items in the app, the move to cart came up, but wouldn't allow the item to be moved.  No please wait option this time, and from what I can tell the item didn't actually go on sale.  The please wait just wastes time, regardless of the app or website. 

New Member
Posts: 5
Registered: ‎06-10-2021

Re: Unable to purchase online

Even better...  So, the site made me choose a different store location, then stuck me with the please wait, wasted my time, and wouldn't let me add to cart.  However, the app is now stuck on "Waiting for more Inventory" like I have a chance, though the card is already marked sold out.  I saved it, and attempted to move to cart that way, which caused this.  I can reload the app or refresh the cart as many times as I want, and it still says "waiting for more inventory"...  So, either there's hope (unlikely), or the app is leading me on with false hope.