12-12-2020 08:24 PM
I ordered an oculus quest 2 about a week ago and was excited to pick it up today. It is sold out in almost every store now so before I left the house I chatted with an agent to make sure it would be ready today. He told me if it says it will be ready today it will be ready today. My gut told me to wait and so I did, about an hour before the store closed I get a text saying my items have been delayed. I live a good ways from the best buy store so I'm glad I waited. When talking to another agent this evening it sounds like the item is out of stock and a shipment is going to have to come from the manufacturer to fill my order. I ordered this item specifically from best buy because the ship date was sooner than I could get from the manufacturer. But now if Best Buy is unable to fill my order it will be sometime mid January before I can get one from the Manufacturer compared to the two weeks it would have taken before.
The biggest thing I hope might come from this complaint is more transparency in the shipping to store method.
The website still said the Item was arriving today even though it has been out of stock for days only to change at the last minute to delayed.
Talking to the chat assoiciate hopefully the manufacturer will send out a shipment in the next 4-5 days and then I can get my item but she couldn't even guarentee that.
I know it's almost impossible to guarantee dates in the current climate but it'd be nice to know within a few days.
Lastly, If an item is delayed like this I would think shipping to home instead of store would be an option but it's not on this item.
Thanks for your time,
12-15-2020 02:09 PM
Welcome to our Best Buy forum community! Thanks for taking the time to create an account to share this concern with us. Placing an order for Oculus Quest 2 Advanced All-In-One Virtual Reality Headset should be a time of excitement, so I'm hurt to hear your shopping experience isn't the stress-free one we had planned.
I know this time of year I'll take how soon the product will arrive under consideration before placing my order, so I can understand why it would rub you the wrong way that your order became delayed. Our goal is to provide the best shopping experience possible. We know an important part of that is to fulfill orders as quickly as we can, as well as share updates as soon as we see there could be a delay. That's why it hurts me to learn that wasn't the case with your purchase.
If I reached out for answers about my order and was told that it would be available to pick-up later that day, I'd be disappointed too when that didn't happen. While we do our best to fulfill orders in the original timeframe provided, it's always best to wait for an email confirming your order is ready to pick-up before heading in, just in case something comes up!
Our orders are set up so that you can make modifications within the first thirty minutes, but after that no modifications can be made, as we're trying to fulfill the order as quickly as possible. However, due to these circumstances I'd be happy to see what options we might have to try and improve your experience.
Using the "Private Message" option in my signature below, can you please verify your full name, phone number, email, order number and the address you'd like your order shipped to if we're able to make that work?