Other Customer Service Support

[LJM1]

New to the forums here.  What is the best way to contact Best Buy at a corporate level to file a "complaint" regarding Best Buy's policy of not allowing Friends and Family to pick up cell phones?  I don't mind a higher level of confirmation before allowing the pickup information change, but to have a "blanket policy with no exceptions" hurts legitimate customers, does not prevent fraud, and will cause customers like me to have to shop elsewhere for higher priced items.  I have two children in different states and I cannot buy them phones for them to pick up from their local store (shipping is not an option bc of the signature requirement for delivieries and they work/go to school during the day).  I believe this policy extends to other higher priced items, not just phones.  I called Customer Service and despite being able to verify easily that I am the person who ordered and paid for the item, apparently they have no power even on their end to update the pickup instructions.  Thus, the policy is not preventing fraud in this circumstance, it is hurting legitimate customers and will cost the company business.

[bobberuchi]

Nationwide cell phones are at the top of the list for fraud.

I agree the policy will cost them customers.

However, not having the policy will cost the more. 

Verizon has a policy that ONLY the account owner must be present to pick up a phone.

AT&T has a similar policy.

The policy comes from the Carriers and not Best Buy. Best Buy must abide by their polices and polices from the FCC and FDA.

I know it is frustrating, but it protects both you and the company. 

I am not an employee of Best Buy. All opinions and comments are my own.

[AndrewB-BBY Social Media Specialist]

Good afternoon, LJM1,

Thank you for taking the time to stop by our community forums and letting us know about your experience with this order. As someone with family all around the country, I use Store Pickup quite a bit. I can certainly understand wanting to use this for a new cell phone purchase and would be glad to provide some more information about this process.

While you can add friends or family members to most of the products we sell, cell phones and devices with plans, the person named on the contract must be present for pickup. To my knowledge, this is requirement from the various mobile carriers. You can always visit our IdeaX page where you can officially submit ideas and suggestions on how we can improve the shopping experience in the future.

I hope I was able to provide some additional clarification, but please let me know if you have more questions I can help with.

[LJM1]

Thank you for the reply.  I understand the problem with fraud.  But, that doesn't mean that Best Buy (or the Carriers) cannot come up with a higher level of security to clear before allowing a designated Friend/Family member to pick up the product.  The point should be to avoid fraud, not to impede legitimate sales.  Perhaps require a call to Customer Service, a thorough confirmation that the Best Buy customer is "real" and then have the live person make the change instead of allowing the usual online pickup changes process used on other products.  Have Customer Service call the phone number designated on the account, check last 4 of SSN, confirm Credit Card CVV code, etc. etc.  

[LJM1]

Also, thank you for the Link.  I will use it to submit feedback.  Thanks again to you both!  I'm glad to see the Forum is active and gets quick/helpful replies.