My name is David Mitchell and on November 28th (Thanksgiving morning) I ordered a Vizio 5.1 soundbar online. Once I placed my order I had an option to chose a location for pickup. I selected a location and then was notified that I would be able to pick it up the same day (the store opened at 5pm). Within 30 minutes of the store opening, I was notified that the location did not have my order in stock. I was given the option to select another location so I chose another one and was notified that the pickup date would be December 5th (one week later). On Thursday, December 5th, around 6:20pm, I received a noticed that my order has been delayed and would be notified once the order came in or if I haven't received my order by January 4th Best Buy would cancel my order.
Once I received the notice, I drove to the Best Buy that it was supposed to be delivered. I spoke with two people on the floor and shared what took place with my order. The young lady went out of her way to check to see if my order was in the back. The young man understood my frustration with two delays and no confirmation on when or if I would receive my order. The young lady came back to confirm my order was not in the back of the store. The gentleman suggested I go to customer service and they may be able to give me more detail. I thanked both of them for their help.
I walked up to customer service and spoke with a young man and explained to him what has happened. He asks if I wanted to cancel my order. I shared with him that I did not want to cancel my order but would like the item I ordered. He checked other areas Best Buy's to see if any of them had the soundbar in stock, which they did not. He ask if I would like to purchase one they have in stock. All of the one's that were close to what I ordered was twice the cost or more. Clearly there was nothing else he could do for me. I believe he ask one more time if I wanted to cancel my order. I told him no I did not want to cancel my order but would wait because the soundbar I ordered was $149.99 when I ordered it. As of today, the same soundbar on the Best Buy website is $249.99.
What really bothers me is I was told twice that I would be able to pick up my order (November 28th & December 5th) and I'm still having to wait. What makes things even worse is on my order it says if I haven't received my order by January 4th Best Buy will cancel my order. How do you have an item on your website to purchase and then the possibility that your order could be canceled instead of being delivered on the date (dates) that you were told. As I told the gentleman in customer service, as I left. This leaves a bad taste in my mouth and there is a good chance I will never purchase another thing from Best Buy.
I have purchased many things from Best Buy from Smartphones, wireless ear buds, movies, electronic accessories and much more. But it is hard to spend my money (in the future) at a store that does service this way.
Pickup at store order
To whom it may concern,
My name is David Mitchell and on November 28th (Thanksgiving morning) I ordered a Vizio 5.1 soundbar online. Once I placed my order I had an option to chose a location for pickup. I selected a location and then was notified that I would be able to pick it up the same day (the store opened at 5pm). Within 30 minutes of the store opening, I was notified that the location did not have my order in stock. I was given the option to select another location so I chose another one and was notified that the pickup date would be December 5th (one week later). On Thursday, December 5th, around 6:20pm, I received a noticed that my order has been delayed and would be notified once the order came in or if I haven't received my order by January 4th Best Buy would cancel my order.
Once I received the notice, I drove to the Best Buy that it was supposed to be delivered. I spoke with two people on the floor and shared what took place with my order. The young lady went out of her way to check to see if my order was in the back. The young man understood my frustration with two delays and no confirmation on when or if I would receive my order. The young lady came back to confirm my order was not in the back of the store. The gentleman suggested I go to customer service and they may be able to give me more detail. I thanked both of them for their help.
I walked up to customer service and spoke with a young man and explained to him what has happened. He asks if I wanted to cancel my order. I shared with him that I did not want to cancel my order but would like the item I ordered. He checked other areas Best Buy's to see if any of them had the soundbar in stock, which they did not. He ask if I would like to purchase one they have in stock. All of the one's that were close to what I ordered was twice the cost or more. Clearly there was nothing else he could do for me. I believe he ask one more time if I wanted to cancel my order. I told him no I did not want to cancel my order but would wait because the soundbar I ordered was $149.99 when I ordered it. As of today, the same soundbar on the Best Buy website is $249.99.
What really bothers me is I was told twice that I would be able to pick up my order (November 28th & December 5th) and I'm still having to wait. What makes things even worse is on my order it says if I haven't received my order by January 4th Best Buy will cancel my order. How do you have an item on your website to purchase and then the possibility that your order could be canceled instead of being delivered on the date (dates) that you were told. As I told the gentleman in customer service, as I left. This leaves a bad taste in my mouth and there is a good chance I will never purchase another thing from Best Buy.
I have purchased many things from Best Buy from Smartphones, wireless ear buds, movies, electronic accessories and much more. But it is hard to spend my money (in the future) at a store that does service this way.
Sincerely,
David Mitchell