Add Product

Search Results:

Reply
Highlighted
Regular Member
Posts: 25
Registered: ‎11-23-2013

Online order with store pickup big problem

Hello. I made an online order with store pickup. I drove 50 minutes each To pick up a limited edition The Last of Us Part 2 PlayStation 4 Pro console. When I got there I received a damaged box and asked for an exchange. The representative was rude and gave me no option but to cancel the order which I did not. It was a limited release I had preordered. When I got home I realized that the contents of the box were incomplete, so not only the outer box was in a bad shape, it was also an open box. The main game (limited edition) and the controller were missing (I’m not sure if there are some cables missing too). I called customer service and they gave me the option to return this for a refund but the problem is that there are no Playstation or any other gaming consoles available in all the stores. On top of that I chose and trusted best Buy for this preorder, I sold my previous console to get this one. So if I return it I won’t have any other way to play until all this covid problem gets at least better. I called 3 different times and asked them to escalate. I even have case ids and every time I was promised different things and a call back within 3 hours. Days have passed and I still don’t get those calls or those options. I want to see if someone here can help me escalate this to corporate to get help. I don’t want the option to just return this item for a refund because I won’t have anywhere to play. I went to my local store and they advised me to ask for a price adjustment according to what I was missing so I could keep the main console since these are sold out everywhere. I am Elite Plus (been elite plus for the last 8 years) and ive been a loyal costumer for years. Please help me escalate to management because customer service reps over the phone don’t seem to care about my issue. I have two different case IDs and 3 different calls on different days where I wasted at least an hour each time.
Highlighted
Regular Member
Posts: 25
Registered: ‎11-23-2013

Re: Online order with store pickup big problem

Bump
Highlighted
Emerging Expert
Posts: 7,310
Registered: ‎02-25-2013

Re: Online order with store pickup big problem

You should have done what the employee suggested.
I would never take receipt of a damage box without checking the contents first.

I am not a Best Buy employee. All are opinions and comments are my own
I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
Highlighted
Regular Member
Posts: 25
Registered: ‎11-23-2013

Re: Online order with store pickup big problem

The employee suggested not to pick it up because the box was damaged. She didn’t know if the contents were complete. On top of that I traveled 1:30 to get this. So I wouldn’t have been happy about having to cancel it about the drive.
Highlighted
Recognized Member
Posts: 155
Registered: ‎02-04-2018

Re: Online order with store pickup big problem

You need to take it back and ask for the order you ordered. And if you ordered was new unopened then they should fix this. They shouldn't have given you a open box item as that if your order was for NEW item not opened item. And you should've asked to speak to the manager to fix this problem. Now it's up to you to go back and request BB to fix the problem. 

Highlighted
Regular Member
Posts: 25
Registered: ‎11-23-2013

Re: Online order with store pickup big problem

The problem is that they haven’t had any more in stock since that day. Not even the regular edition pros or basic PS4s. No xbox. No Switch. So if I just get my money back I won’t have any console. Taking into account that I sold my original PS4 PRO to get this. The box didn’t seem to be open just damaged. They carefully placed the tape back so it looked sealed.
Highlighted
Regular Member
Posts: 25
Registered: ‎11-23-2013

Re: Online order with store pickup big problem

I need a Best Buy rep or manager to look into this. The store which is almost an hour away didn’t give me any options. And I appreciate your opinions but what you guys have told me is the obvious response I already know. I want Best Buy to fix this. Thank you.