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02/26/2009 12:50:03 PM · #1
I always thought BestBuy was the classiest of them all.. until today (and I am hoping its just this one secluded experience and they are not on their way to terrible service).

We saw a laptop deal online yesterday, wanted to pay online and pick at the local store. I called in to confirm they had one in stock before I hit the "submit order" button, they (the local store) said they had plenty.

So I placed the order. Then I got the 'order received' email saying I will receive a second pick up notification email shortly, which I did. So far, so good.

Now in the morning, I have an email from the store staff saying that they dont have that laptop in stock anymore, with the usual apology.

How is that possible?
How can the website and store staff both say it is in stock, I place the order, and all of them disappear from the local store inventory in 45 minutes?

I suspect foul play (based on my first conversation with the staff when they said they did have it in stock but I will have to pay the store price and not the online price.. I told them that the website allows me to buy online and pick it up in the store.. upon which they said ok go ahead and place the order)... but dont know what to believe.

Did anybody else have such experiences with them?
02/26/2009 01:14:07 PM · #2
best buy is well known to involve themselves with anti-consumer actions. usually its not corporation itself, however, but the store managers at the local branches. a quick search of consumerist.com will yield many best buy horror stories.
personally i refuse to give them any of my money unless its either a really good deal, or i'm in a situation where i really need something immediately.
02/26/2009 01:18:46 PM · #3
I bought a monitor on line for in store pick up from Best Buy about 4 months ago. Except for the interminable wait in store to pick up the item, lack of proper posting as to where in store pick up was (Look for the Pick Up sign...no sign) and misdirection as to where in the store I would receive the item (wait by the entrance the stock person will bring it to you there....it went to the service counter) everything went smoothly and I even got a $10.00 credit on the charge for some reason. Hope you get it resolved.
02/26/2009 01:18:59 PM · #4
Originally posted by Prash:

I always thought BestBuy was the classiest of them all.. until today (and I am hoping its just this one secluded experience and they are not on their way to terrible service).

We saw a laptop deal online yesterday, wanted to pay online and pick at the local store. I called in to confirm they had one in stock before I hit the "submit order" button, they (the local store) said they had plenty.

So I placed the order. Then I got the 'order received' email saying I will receive a second pick up notification email shortly, which I did. So far, so good.

Now in the morning, I have an email from the store staff saying that they dont have that laptop in stock anymore, with the usual apology.

How is that possible?
How can the website and store staff both say it is in stock, I place the order, and all of them disappear from the local store inventory in 45 minutes?

I suspect foul play (based on my first conversation with the staff when they said they did have it in stock but I will have to pay the store price and not the online price.. I told them that the website allows me to buy online and pick it up in the store.. upon which they said ok go ahead and place the order)... but dont know what to believe.

Did anybody else have such experiences with them?


I actually work at BestBuy Part-time. I have never heard of such nonsense. At the store I am in, unless it specifically says online deal only, we match the online prices. When we get an online order, we are sent a notification to pick the order, and its usually sent to the front desk, so unless the person you spoke to had your name and all your info, it would be difficult for them to know you were who they spoke to on the phone (not that it would or should matter)...

Message edited by author 2009-02-26 13:20:08.
02/26/2009 01:24:26 PM · #5
I have had a few bad experiences with both Best Buy stores and .com They are getting worse.
02/26/2009 01:27:11 PM · #6
Originally posted by tjbel05:


I actually work at BestBuy Part-time. I have never heard of such nonsense.


Yeahhhhh right...you have probably been planted here by corporate! I mean is it JUST coincidence that you joined the site 5 years ago and then ALL OF A SUDDEN you're spewing this pro bestbuy rhetoric?

Message edited by author 2009-02-26 13:29:35.
02/26/2009 01:42:03 PM · #7
lol

Originally posted by smardaz:

Originally posted by tjbel05:


I actually work at BestBuy Part-time. I have never heard of such nonsense.


Yeahhhhh right...you have probably been planted here by corporate! I mean is it JUST coincidence that you joined the site 5 years ago and then ALL OF A SUDDEN you're spewing this pro bestbuy rhetoric?
02/26/2009 01:52:14 PM · #8
Originally posted by smardaz:

Originally posted by tjbel05:


I actually work at BestBuy Part-time. I have never heard of such nonsense.

Yeahhhhh right...you have probably been planted here by corporate! I mean is it JUST coincidence that you joined the site 5 years ago and then ALL OF A SUDDEN you're spewing this pro bestbuy rhetoric?

Can't tell if you're for real or just being sarcastic...certainly you've made the above comment after having read all of her prior forum postings?

21_F.gif tjbel05
Posts: 2,386
Threads Created: 54

edit - typo

Message edited by author 2009-02-26 13:52:39.
02/26/2009 01:53:41 PM · #9
Originally posted by glad2badad:


Can't tell if you're for real or just being sarcastic


where are all these freakin noobs coming from?
02/26/2009 02:03:00 PM · #10
Best Buy is no different from any other large corporate entity. They exist to make a profit, and the people up top make management decisions by spreadsheet numbers. Customers will take advantage of generous policies if they can, and so those policies are set up to ensure they remain profitable and don't go the way of their recently bankrupted competitor. The store managers have some leeway, but they still have to strike a balance between keeping customers happy and keeping their superiors happy. There are few large companies that do not behave this way, and the larger they get, the greater the disconnect.

(...IMO)
02/26/2009 02:47:24 PM · #11
Best Buy !!?!?! Screw this...I have a Ticketmaster story to tell in about a week that blows this away ! The reason I'm not posting now is b/c I wrote a letter to the CEO, the Prez and Vice Prez and want to see if they respond. My guess is that they won't since I sent the letter a month ago.

The concert in question is next week. I'll tell you the story if I do...or if I do not hear from the CEO.

Message edited by author 2009-02-26 14:48:00.
02/26/2009 02:55:46 PM · #12
I bought a laptop from them years ago: I went to the store, found a great deal on a close out model. But they only had the "floor" model left, and couldn't find the box, manual, disks, etc. No Problem, says they, we'll just look it up online to see which store has it in stock. Cool, thinks I.

Okay, says they, they have three at Store B. We can have one sent here for you, but it will take a couple days. Or you can just go over there and get it. It is only 45 minutes away, thinks I, so I head on over there. I arrive and ask for it--oh, we are out of those. What? The other store checked your inventory--said you have 3. They check, yup, it SAYS 3 but that doesn't really mean anything. It is almost always wrong says they.

But, says they, we can check inventory at another store for you! But it won't mean anything, says I. Yea, probably not, says they. Okay, says I, check, but then let's call them first, have someone lay eyes on it and hold it for me. Done.

I go to Store C: Sorry, we don't have any. But, we checked from Store B, you have 5 listed and we called and talked to John Doe and he went and looked and verified and said he would set one aside right here!
Oh, says they--that inventory is always wrong. And Joe is gone for the day. Well, can you take a look, says I. Guess so, says they. No joy. But hey, we can check inventory at Stores D and E for you!! But it is always wrong, says I. Yea, but we can call them and make sure, says they!! yea, right, says I....

Look, Store D has none, but Store E has 10 left!! I go to store E--you guessed it. We don't have any, yadda yadda.

So now I have made almost a full loop thru the Phoenix metropolitan area, and start heading home. It occurs to me that I will pass right by Store D, zero in inventory: I stop there on a whim--they have 7 of them!

I think the last time I bought something at BB after that was about a year ago, when somebody gave me a Best Buy gift card.
02/26/2009 03:04:21 PM · #13
Have anything to do with The Boss?

Originally posted by kenskid:

Best Buy !!?!?! Screw this...I have a Ticketmaster story to tell in about a week that blows this away ! The reason I'm not posting now is b/c I wrote a letter to the CEO, the Prez and Vice Prez and want to see if they respond. My guess is that they won't since I sent the letter a month ago.

The concert in question is next week. I'll tell you the story if I do...or if I do not hear from the CEO.
02/26/2009 03:11:21 PM · #14
Eheheh. Thats a really screwey story. Thanks for sharing.

So while all this is happening, I heard from a friend who was told by a BB staff sometime ago.. that the staff themselves go and hide things that are about to go on sale (since they have the inside stories)... and for what? To have someone from their acquaitance get it internally. So even if it shows in the inventory, it doesnt always mean you can get it.

And this other time, when I was deciding between a Canon 40d and a Nikon D90, I checked and my local store said its in stock (a 40D). I wanted to get a demo.. so I walk in there... but I cant find any on display. I get help.. and this young staff checks the inventory.. it says there is one in store. But surprise! He cant find any to hold or look at!! This young staff was really sincere though.. and after looking for about 15 minutes in the back, in the closets, in the displays, he seeks help from a senior staff. And after listening to this guy, the senior guy smiles, and says: "well.. if we cant find it, its not there.. is it?". So he walks away. Now this jr guy who is really willing to help me.. hints to me that sometimes "some people" take display units home for "weekend testing" etc. I dont know what to make of this statement... but seems like its the staff who cleanly play around with stuff and bring it back in a few days.

I really dont know whom to trust anymore.
02/26/2009 03:11:59 PM · #15
Originally posted by smardaz:

Originally posted by tjbel05:


I actually work at BestBuy Part-time. I have never heard of such nonsense.


Yeahhhhh right...you have probably been planted here by corporate! I mean is it JUST coincidence that you joined the site 5 years ago and then ALL OF A SUDDEN you're spewing this pro bestbuy rhetoric?
whatever, I hope you are not being serious.

Noooooo, I only spew what I preach..I am a customer service supervisor there (started in July to pay for the Mustang). I worked at The big Orange store for 15 years, so I know a little bit about customer service. If I ever caught anyone doing that it would not be a pretty scene in my store. I know everystore is a little different, and yes, every manager has some leeway. It boils down to this...Crappy customer service= NO customers= going by the way of Circuit City. I know not everyone is going to be 100% happy everytime, but in my store I do my best.

02/26/2009 03:13:36 PM · #16
Update: The staff from the local store emailed me asking if I am willing to buy an open box copy for 10% less. Are they out of their mind???
02/26/2009 03:15:07 PM · #17
Originally posted by Prash:

Eheheh. Thats a really screwey story. Thanks for sharing.

So while all this is happening, I heard from a friend who was told by a BB staff sometime ago.. that the staff themselves go and hide things that are about to go on sale (since they have the inside stories)... and for what? To have someone from their acquaitance get it internally. So even if it shows in the inventory, it doesnt always mean you can get it.

And this other time, when I was deciding between a Canon 40d and a Nikon D90, I checked and my local store said its in stock (a 40D). I wanted to get a demo.. so I walk in there... but I cant find any on display. I get help.. and this young staff checks the inventory.. it says there is one in store. But surprise! He cant find any to hold or look at!! This young staff was really sincere though.. and after looking for about 15 minutes in the back, in the closets, in the displays, he seeks help from a senior staff. And after listening to this guy, the senior guy smiles, and says: "well.. if we cant find it, its not there.. is it?". So he walks away. Now this jr guy who is really willing to help me.. hints to me that sometimes "some people" take display units home for "weekend testing" etc. I dont know what to make of this statement... but seems like its the staff who cleanly play around with stuff and bring it back in a few days.

I really dont know whom to trust anymore.


If i were allowed to try things out on the weekend, I would be in Nikon heaven!
02/26/2009 03:15:36 PM · #18
Originally posted by Prash:

Update: The staff from the local store emailed me asking if I am willing to buy an open box copy for 10% less. Are they out of their mind???

You get the same warranty as a new one.
02/26/2009 03:16:31 PM · #19
Originally posted by tjbel05:

Originally posted by smardaz:

Originally posted by tjbel05:


I actually work at BestBuy Part-time. I have never heard of such nonsense.


Yeahhhhh right...you have probably been planted here by corporate! I mean is it JUST coincidence that you joined the site 5 years ago and then ALL OF A SUDDEN you're spewing this pro bestbuy rhetoric?
whatever, I hope you are not being serious.

Noooooo, I only spew what I preach..I am a customer service supervisor there (started in July to pay for the Mustang). I worked at The big Orange store for 15 years, so I know a little bit about customer service. If I ever caught anyone doing that it would not be a pretty scene in my store. I know everystore is a little different, and yes, every manager has some leeway. It boils down to this...Crappy customer service= NO customers= going by the way of Circuit City. I know not everyone is going to be 100% happy everytime, but in my store I do my best.


I appreciate what you try to do. And I also believe its not every store... only some stores whose managers dont know how to check on their staff. If you read my other email about things showing in stock but hintingly being with the staff (??), thats a shameful store whose manager allows such things.. if at all.
02/26/2009 03:19:07 PM · #20
Originally posted by tjbel05:

Originally posted by Prash:

Update: The staff from the local store emailed me asking if I am willing to buy an open box copy for 10% less. Are they out of their mind???

You get the same warranty as a new one.


I understand. But it is not for me. Its a gift from someone's wishlist. I dont want to gift a display unit.

Also, its not about getting a display unit or not. Its about being honest with a customer. I am not arguing with you. I am arguing against dishonest customer service, and how the website and staff can outright lie about inventory, get credit card details, website sends the pick up email, but the store turns around and says they dont have it anymore, all this on top of a phone confirmation that they have it plenty. It is unfathomable, and nobody is explaining it to me how that is possible.
02/26/2009 03:19:48 PM · #21
Originally posted by Prash:

Originally posted by tjbel05:

Originally posted by smardaz:

Originally posted by tjbel05:


I actually work at BestBuy Part-time. I have never heard of such nonsense.


Yeahhhhh right...you have probably been planted here by corporate! I mean is it JUST coincidence that you joined the site 5 years ago and then ALL OF A SUDDEN you're spewing this pro bestbuy rhetoric?
whatever, I hope you are not being serious.

Noooooo, I only spew what I preach..I am a customer service supervisor there (started in July to pay for the Mustang). I worked at The big Orange store for 15 years, so I know a little bit about customer service. If I ever caught anyone doing that it would not be a pretty scene in my store. I know everystore is a little different, and yes, every manager has some leeway. It boils down to this...Crappy customer service= NO customers= going by the way of Circuit City. I know not everyone is going to be 100% happy everytime, but in my store I do my best.


I appreciate what you try to do. And I also believe its not every store... only some stores whose managers dont know how to check on their staff. If you read my other email about things showing in stock but hintingly being with the staff (??), thats a shameful store whose manager allows such things.. if at all.


I completely agree. There is no good reason or excuse. I do know at times when we have an ad coming up we do hold the minimum ad quantity as required by our state.
02/26/2009 03:25:18 PM · #22
Originally posted by Prash:

Originally posted by tjbel05:

Originally posted by Prash:

Update: The staff from the local store emailed me asking if I am willing to buy an open box copy for 10% less. Are they out of their mind???

You get the same warranty as a new one.


I understand. But it is not for me. Its a gift from someone's wishlist. I dont want to gift a display unit.

Also, its not about getting a display unit or not. Its about being honest with a customer. I am not arguing with you. I am arguing against dishonest customer service, and how the website and staff can outright lie about inventory, get credit card details, website sends the pick up email, but the store turns around and says they dont have it anymore, all this on top of a phone confirmation that they have it plenty. It is unfathomable, and nobody is explaining it to me how that is possible.

I agree and there is NO excuse!!!
02/26/2009 03:29:50 PM · #23
Originally posted by tjbel05:

whatever, I hope you are not being serious.


ok before this goes any further and tj and glad dad start asking for my head, it was all said in jest

<=====hence the user name
02/26/2009 03:30:59 PM · #24
is this for real ?

you mention 45 minutes later. but the second email ( out of stock ) comes to you the next morning ?

could it be you didn't go and pick it up like the store pickup is supposed to be used for - and the purchase you were allocated for store pickup expired - due you taking your time to get there to pick it up. i mean - usually you order for store pickup - to go and get it right off - not the next freakin' day...

maybe i am mis-understanding - but. ?

ETA: i call the local pizza place to make a pick up order for { some indefinate time in the future } at my convenience. they better well have the pizza ready { at that time } when i get there to pick it up... especially since i won't be charged for it until i come to pick it up...

Originally posted by Prash:

We saw a laptop deal online yesterday, wanted to pay online and pick at the local store. I called in to confirm they had one in stock before I hit the "submit order" button, they (the local store) said they had plenty.

So I placed the order. Then I got the 'order received' email saying I will receive a second pick up notification email shortly, which I did. So far, so good.

Now in the morning, I have an email from the store staff saying that they dont have that laptop in stock anymore, with the usual apology.


Message edited by author 2009-02-26 15:36:49.
02/26/2009 03:47:24 PM · #25
I placed the order at 7:50PM yesterday. I got the confirmation email right away. At this time, the laptop was "InStock" both online and with the staff (phone confirmation). I was told to wait for the pick-up email. The store closes at 9 PM. I called at ~8:35PM to check if I can come and pick it up. At this time they say its not in stock anymore. In 45 minutes, the website is still showing its in stock at this particular store, but the staff says it isnt. The staff also says I wont recieve the pick up notofication since they wont authorize it then. BUT I do get that email. In parallel, I get staff's email saying no need to come the pick up email means nothing. This isnt a joke, right?

Further, the pick up email says I can pick it up anytime in next 8 days. But it is now void, since the store wont honor it. I read it as "we will hold your item for next 8 days". What else does an order confirmation and pick up notification mean?

ETA: I quote the exact text after removing anyt identification strings:

"Your order is now ready for pickup during store hours at the XXXXXXXXXX Best Buy store #XXXX. To avoid order cancellation, please pick up your item(s) within 8 days"


And in parallel, store's email (only one part of it):

"Even though you may have received a conformation e-mail we do not have this product in the store."

I think the store and website need to improve their communication.. so customers dont get order confirmation and pickup emails without double checking the inventory.

Originally posted by soup:

is this for real ?

you mention 45 minutes later. but the second email ( out of stock ) comes to you the next morning ?

could it be you didn't go and pick it up like the store pickup is supposed to be used for - and the purchase you were allocated for store pickup expired - due you taking your time to get there to pick it up. i mean - usually you order for store pickup - to go and get it right off - not the next freakin' day...

maybe i am mis-understanding - but. ?

ETA: i call the local pizza place to make a pick up order for { some indefinate time in the future } at my convenience. they better well have the pizza ready { at that time } when i get there to pick it up... especially since i won't be charged for it until i come to pick it up...

Originally posted by Prash:

We saw a laptop deal online yesterday, wanted to pay online and pick at the local store. I called in to confirm they had one in stock before I hit the "submit order" button, they (the local store) said they had plenty.

So I placed the order. Then I got the 'order received' email saying I will receive a second pick up notification email shortly, which I did. So far, so good.

Now in the morning, I have an email from the store staff saying that they dont have that laptop in stock anymore, with the usual apology.


Message edited by author 2009-02-26 15:54:22.
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