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Posts: 1
Registered: ‎04-14-2020

Unbelievable insanity for in store pickup

I can’t believe that in 2020, you can order an item on line, where it states that you can picky in store in 1 hour, receive multiple text messages that your order is ready for pickup, get to the store Abe are told your item is being shipped in from another store, and it will be 7 days. Sound insane? It gets better... so the workers and managers get involved and find a watch, in stock, in the store, but because it is not the same serial number as the one ordered online, I can’t have it. (I am given the option of purchasing it as well... but c’mon man!). So after an hour of punching stuff on a computer, I am finally told, the problem is solved, but the system will not allow a release of the in stock watch until the next day.... so I show up the next morning, as instructed. The workers there can’t seem to find any record of my watch, they finally do and it’s the one ordered online. They then find the one that was in stock... but guess what? Yep, still can’t give me that one, because the other one has to be delivered first (again I am offered to purchase the watch a Second time.). After another hour of standing around with 2 managers scratching their heads, I am finally told, I can cancel the online order and “maybe” they can add the phone on the order... guess what... that doesn’t work either. So now I have spent over 2 hours, on 2 different days in a best buy and am told by the managers that I am out of luck. Come back in 2-3 days and buy the one that’s in stock.

So I ask for a complaint line and am given a phone number.... first phone call hangs up on me, second call I get a person and within a few minutes I’m told that she can’t help and she is escalating it to her supervisor and the supervisor will give me a call later that the supervisor calls and then I talk to the supervisor and she listens to the story and then go through and tells me that well the best thing to do since the order is canceled, to just go ahead and order it again and do ship to home which one I’ll come in on the 23rd. I asked why can’t I get the one locally at my store that is in stock? Well, wrong serial number... blah blah blah.... so I ask for her supervisor, who calls a couple hours later. He proceeds to tell me that there is no complaint department in Best Buy, that I was wrong, that I definitely got a email saying that it would be the 21st for availability and that I should have paid attention to my text messages. I should do what the previous person said to do. So I asked who am I to talk to to get help, and am told that they are following company policy, that I am talking to technical help through customer service and there’s no way he can do anything to help, because it was my fault in the first place. Seriously? This is how Best Buy is to treat its customers? I have spent a lot over the years, and the people at my local store were really trying to help, but were thwarted at every turn. Then I am blamed! How come it’s against company policy to change a serial number on an order so that a paying customer can get their merchandise when they expected. Especially when that store has the item in stock! C’mon guys!
Posts: 4,908
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Registered: ‎08-21-2017

Re: Unbelievable insanity for in store pickup

Good afternoon, Aasabian,


Thank you for taking the time to visit our community forums. I appreciate you taking the time to let us know about your recent experience with this store pickup order. I'd like to get a better understanding of exactly what happened with this order and make sure we document this here at our Corproate Campus.


Which store location did you visit and when? Do you recall the name of the manager you spoke to? Were you provided any case numbers from out phone agents?

I'd also like to review your order. Can you please send me a private message that includes your:

Full name

Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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