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Best Buy Review + Feedback & Discussion

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Read 4 Customer Reviews for Best Buy.

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J.C. reviewer photoPosted by J.C. (7 months ago)

Placed Order for Pick-Up, Then Gets Text It's "Out of Stock"

So I placed an order online for the GoPro Fusion 360 camera on BestBuy.com at around 1:30 AM. Since I wanted to get my hands on it today, I selected in-store pickup as there were 2 left in my local store.

This morning I was wondering why there wasn't any text yet showing that it is ready for pickup, even though it was already 11 AM (store opens at 10 AM).

Low and behold, I get this text message from 332211 at 11:23 AM:

Best Buy Order Status: Sorry! An item in order BBY**-**** is out of stock @ ***. Visit link for other options.

I called AND chatted- both took about 15 minutes to reach a rep. And pretty much neither rep could tell me why it happened. This package came with a free extra battery and charger which I tried to have them ship as well but they both said they can't do anything about them. Here is the chat transcript:

11:51 a.m.

Best Buy CSR

Thank you for choosing Best Buy, my name is Paul Rogers. How may I assist you today?

11:51 a.m.

You:

Hi- I was pretty disappointed that my in-store order was canceled even though when I ordered it said there were 2 left.

11:52 a.m.

You:

Do you know why that is?

11:52 a.m.

Best Buy CSR

Hello ******. Were really sorry to hear that, let me quickly check on your order and help you further.

11:52 a.m.

Best Buy CSR

May I have the order number and the billing phone number for verification purpose?

11:52 a.m.

You:

Order Number:BBY**-805***

11:52 a.m.

Best Buy CSR

Thank you!

11:53 a.m.

You:

Sure

11:54 a.m.

Best Buy CSR

Please help me with the billing phone number for verification purpose.

11:54 a.m.

You:

****

11:54 a.m.

Best Buy CSR

Thank you.

11:55 a.m.

Best Buy CSR

This could be the automated email notification based on the product availability.

11:55 a.m.

Best Buy CSR

There's nothing to worry as your order is placed successfully without any hassle on it.

11:55 a.m.

Best Buy CSR

The camera model will be delivered to your location on 11/12/2019 and the other two units will be available to pick up in-store on 12/14/2019.

11:56 a.m.

You:

Is it possible to set those 2 items for shipping as well because I don't trust this in-store pickup

11:57 a.m.

Best Buy CSR

I'm sorry, currently I see the order status as "Transfer order is shipped but not yet received by store".

11:57 a.m.

Best Buy CSR

When the order status is in such a condition, the order is not in a modifiable stage.

11:58 a.m.

Best Buy CSR

However, you can check back or modify this order yourself to get it delivered to your home.

11:58 a.m.

Best Buy CSR

Here's the link to your order details as well : Order detials. [https://www.bestbuy.com/profile/ss/orders/order-details/]

11:58 a.m.

You:

That's very disappointing because I no longer trust the in-store pickup

11:59 a.m.

Best Buy CSR

Do not worry, you can change it once the package is ready to pick up in-store as well.

12:01 p.m.

You:

Would it cost extra?

12:02 p.m.

Best Buy CSR

No, there's no shipping charges as the product is priced above $35.99 which is free shipping .

12:04 p.m.

You:

Even though these 2 items were included?

12:04 p.m.

You:

And showing as $0.00

12:04 p.m.

Best Buy CSR

Yes, indeed!

12:05 p.m.

You:

Okay thanks for your help

12:06 p.m.

Best Buy CSR

We truly appreciate your interest in choosing Best Buy as your shopping place, is there anything else I can help you with for today?

12:08 p.m.

You:

Do you know if the store is supposed to fulfill online order pickup orders before the store opens?

12:09 p.m.

Best Buy CSR

Yes, that's right. The stores will need to fulfilled the online orders to pick up in-store.

12:09 p.m.

Best Buy CSR

This will automatically be updated once the package reaches the store.

12:09 p.m.

You:

So how come it had 2 in stock when I ordered at 1:30 AM, then today at 11 AM I get a message saying the store doesn't have it available?

12:10 p.m.

Best Buy CSR

It depends on the stock availability.

12:10 p.m.

You:

Yeah but if no one came into the store to buy it, how came it become unavailable?

12:11 p.m.

Best Buy CSR

You can check with the store to know how many have purchased this model today, as we do not have an option to check on the purchase time of individuals using the particular product details.

12:12 p.m.

You:

I'm just saying it shouldn't allow me to do order pickup if the store didn't have it; it showed it had 2. I'm just wondering what the typical reason is for that.

12:13 p.m.

Best Buy CSR

This is the reason the estimated date of pick up is provided on 12/14/2019 for your order placed without any delay note.

12:14 p.m.

Best Buy CSR

You can wait for 12/14/2019 to pick up your order in-store or modify the order once you've received the pick up notification.

12:14 p.m.

You:

No I'm talking about the GoPro Fusion camera, not the free accessories

12:15 p.m.

Best Buy CSR

I see the GoPro Fusion 360Degree Digital Camera Black is placed to get it delivered to your home on 12/12/2019 that's tomorrow without any delay.

12:15 p.m.

You:

The free accessories I understand were set to store pickup 12/14 from the get go, but the GoPro Fusion camera I ordered for pickup was ready for today

12:16 p.m.

Best Buy CSR

I see the order is placed for shipping to home.

12:17 p.m.

You:

I know that I've changed it to receive it via shipping tomorrow, but I'm just looking for an explanation why it was "out of stock" at 11:23 AM (that's when I received the text) even though I ordered at 1:30 AM and it said ready to pickup same day

12:17 p.m.

You:

at the same store

12:17 p.m.

You:

Again, I originally ordered the GoPro Fusion camera for Pickup today

12:17 p.m.

Best Buy CSR

Let me check on this for you.

12:18 p.m.

You:

And it said 2 available at my store

12:18 p.m.

You:

Store opened at 10 AM, at 11:23 AM I got text message that it was "out of stock" even though they're supposed to fulfill the order before store opening at 10 AM

12:19 p.m.

Best Buy CSR

I'd like to keep you informed there's huge demand on this model and there's multiple customers who placed the order in seconds this could be the reason for the product to be out of stock at store.

12:19 p.m.

Best Buy CSR

Multiple orders will be placed for this particular product at the particular store.

12:20 p.m.

You:

But why would I get the text at 11:23 AM- wouldn't it earlier, like before 10 AM when the store opens

12:20 p.m.

You:

So you're saying the online order system cannot keep track of accurate inventory in real time?

12:24 p.m.

Best Buy CSR

Yes, the orders placed online as well is considered to accept by the online store based on the stock availability.

12:24 p.m.

You:

Well- again I'm very disappointed with this in-store pickup problem. I hope Best Buy will improve upon this in the future.

12:26 p.m.

Best Buy CSR

Sure thing, I'd like to keep you informed the products availability will depend on the stock availability as there will be multiple orders placed. And I'm unaware why you've received to modify the order once the order was placed.

12:26 p.m.

Best Buy CSR

Please accept our sincere apologies for any inconvenience that's caused form our end.

12:26 p.m.

Best Buy CSR

We truly appreciate your interest in choosing Best Buy as your shopping place, is there anything else I can help you with for today?

12:27 p.m.

You:

Yeah well if I want the order today, I want to go do an in store pickup. I won't be using that again in the future.

12:27 p.m.

You:

Thanks for your help

12:27 p.m.

Best Buy CSR

Feel free to get back to us if you'd need more assistance, we are here for you. Have a wonderful day ahead!

12:27 p.m.

You:

You too


It was nice I was able to have the Fusion shipped to me the next day, but no go on the freebies that came with, and no valid explanation for this in-store pickup debacle. I will certainly be super wary about making in-store pick up orders in the future with Best Buy.

Bought: GoPro Fusion 360 Camera

Order Date: 2019-12-10

Pros:
  • Shipping to me next day instead
  • Cons:
  • No good explanation why in-store order successfully placed became "out of stock"
  • CSRs unable to ship accompanying items in the order requiring store-pickup which I'm afraid may turn out to the same situation

  • Customer Contacted Best Buy Via:
    (888) 237-8289

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    4 out of 4 people said 'YES'

    172100

    Posted by James (9 years ago)

    Best Black Friday Deals 2011

    If I were handing out an award for the merchant offering the *BEST* overall Black Friday deals for 2011, the golden statue would go to Best Buy. They took the lead in introducing big LCD screens at great prices. Frankly I'm disappointed in Amazon. They say they match prices on TVs, but all the hottest models were out of stock on their site. I was looking for a LCD or LED TV for our media room to replace this old Toshiba 62hm195 DLP TV (piece of CRAP, I must say- broke down 5 times before I finally said enough). I finally decided on the Sharp LC-60E79U Aquos 60" LCD TV by Best Buy for $799. Even though it was such a great deal, and I got in on it early AM, it was still available pretty much all day Black Friday at BestBuy.com. As was many of their Black Friday deals. It wasn't like the dumb Amazon lightning deals that lasts only a few hours and then if it's a real good deal it's gone in like 30 seconds.

    In addition to the TV, I also bought a $10 Kinect Game, the Netgear NeoTV, a Lasko heater, a Dynex Wifi Bluray Player (less than $40!), Amazon Kindle Keyboard 3G ($90), and a Philips iPod alarm clock.

    So again kudos to Best Buy for stepping up to the plate and delivering a very impressive array of crazy offers for Black Friday. I have no problem paying sales tax and supporting a local store if they step up to the plate like that.

    Pros:
  • great deals
  • white glove 60" TV delivery was free- carried TV upstairs
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    3 out of 3 people said 'YES'

    133610

    Posted by Sara (1 decade ago)

    I ordered a plasma tv from Best Buy on Black Friday. My tv got delivered and I got a good deal. Wish Black Friday was every Friday.

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    17730

    Posted by Greg (1 decade ago)

    BestBuy is o.k. I do not like their "reward points" system though. The rewards expire quickly and u can only use them at the stores. Their prices are o.k. but they can have some good specials. Shipping is never free and u have to pay tax in most states.

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    1 out of 2 people said 'YES'

    160

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