Not worth it
Written: Jan 06 '02
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This past holiday season, I decided to do as much of my christmas shopping online as possible to avoid the crowds at the stores. So, when it came time for me to buy some cd's, I decided to purchase them from bestbuy.com and pick the merchandise up at the store. According to their website, all I needed to do was provide them with my confirmation number and the credit card I used to pay for the merchandise and I would be on my way. This sounded simple to me since I would much rather 'browse' in the comfort of my own home and just go there to pick the stuff up. After all, there are no additional charges if you pick it up at the store.
Well, the nightmare started long before I even made it to the store. On the bestbuy.com website, they state that orders will be confirmed within 24 hours via email with the confirmation number required to pick up the merchandise. After 72 hours, I did not receive any confirmation email and decided I better call "customer service" (I use that term loosely) to find out what's going on.
When I called the 800 number provided on the website, I was instructed by the representative to contact the store I chose for pickup and speak to a manager to find out what the problem was. So, I proceeded to call the store, only to get a 'fast-busy' signal, meaning something must be wrong with the phone lines at the store. Throughout the day, I continued to make attempts to contact the store without any success.
So, I thought I better call customer service back to see what other alternatives there are to get a status on my order. The representative advised me that although he is sorry I can't get through, there is nothing else he can do to help me. Period. I asked him if there was a way he could try to get in contact with the store, and he replied, "no". I asked him if there was a way for me to cancel my order then and I would go somewhere else, and he said that I would have to call another phone number, but they weren't open right now anyway (this was on a Saturday).
So, at this juncture, it appears that THEIR problem had become MY problem, since they clearly didn't care enough to resolve it.
After two more days, I finally received my confirmation email. I went to the store and picked up my order, which wasn't as streamlined as they had suggested on their website. The entire transaction took over 15 minutes, which I thought was entirely too long for a simple pickup.
All in all, I would suggest that you do not patronize their website. If you need something from Best Buy, you're better off just going to their brick-and-mortar store and picking it up yourself. Their customer service is terrible and they run a very inefficient order fulfillment system.
Recommended:
No
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