Best Buy Smash Preorder Bad Experience

I sent the following email to Best Buy regarding my bad experience when I went to pickup my Super Smash preorder. After hours of being on hold and being transferred to countless different people, the final explanation I was given is that Best Buy can at any time cancel a pre-order, so I had no recourse. Here is the original email I sent:
"I was writing to make bestbuy aware of a very unfortunate situation that I encountered tonight at my local best buy (Las Vegas, NV, Summerlin location). I preordered the $99.99 bundle of Smash Brothers Wii U in store, putting $5 down to reserve a copy. I have my best friend in town tonight to play Smash this weekend, so I was really excited to get off work and go grab my copy. Unfortunately, once I got to best buy, they told me that they sold my copy to someone else accidentally and that they didn't know if they would ever get another shipment. They offered me no recourse except to wait and see if another shipment came in. After driving around for a couple hours I finally found a place that still had a bundle and purchased it. It was a horrible experience and makes me regret becoming part of Best Buys gamer club. I would have gotten 20% off at Best Buy with my Gamers Club Unlocked Membership, but I had to get it at Fry's instead and paid full price. I tried to find it at another Best Buy but all of the ones in Vegas were sold out. 
I would appreciate if Best Buy would, at a minimum, refund 1.) the $5 preorder I put down on the game and; 2.) the $20 discount that I missed out on with my Gamers Club membership because I had to go purchase it at Fry's. I have usually had good experiences with best buy, but this one has really soured me on buying my games at Best Buy and would hope that you guys would make sure something like this doesn't happen in the future. Preordering games is to ensure that you get a copy when it comes out, it is not a source for free money for Best Buy. I can provide any documentation you need and I look forward to hearing from you."
After talking to many different associates for countless hours I am done trying to get anything for this nonsense. The last person I talked to told me to put down the full money instead of $5 next time and this might not happen. Best Buy has lost a loyal customer because of their policy.

Hi Vote4link,
As a Super Smash Bros fan myself, it’s truly disheartening to read of your pre-order experience. Having a friend in town to play over the weekend, only to find out that your copy isn’t available at our store, is understandably frustrating and I’m very sorry if that is what happened here. While it sounds like you found another option to acquire the game, I regret hearing that it wasn’t at Best Buy!
Like zztoluca said, if you pre-ordered and your copy arrived at the store, it should have been held for you. If this didn’t occur, it was a store error and this is the last thing we want for our gamers, especially those who are members of Gamers Club Unlocked. With that, your $5 deposit will automatically be refunded to you if you don’t fulfill your pre-order within eight days if it was created on BestBuy.com, five days if created in-store.
I’d like to ensure your feedback is seen by leadership at the store, so if willing, please send me a private message and include either your BestBuy.com order number, or the Customer Service PIN located on the bottom of your in-store pre-order receipt. You can send me a private message by clicking the link in my signature.
Thanks for sharing your concerns with us and despite the circumstances, I hope you’ve been enjoying Super Smash Bros.
Brian|Senior Social Media Specialist | Best Buy® Corporate
 Private Message

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  • Best Buy Return Policy for Cell Phones

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    Hello again Sloppy_Carlton,
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    Thank you for posting on the forum! 
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy did not honor my preorder for Smash Bros Bundle.

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    Hello aoiara,
    Thank you for reaching out to Best Buy regarding you Super Smash Bros Bundle.  As I was looking into your purchase I found that Brian assisted you with your concerns through a Facebook conversation.  I am happy to hear we were able to address your concerns.
    Please visit our forums again any time with questions or concerns.
    Best regards,
    Mike|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Preorder Best Buy

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    Chris {removed per forum guidelines}

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    Sincerely,
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

  • My best buy reward certificate not working on preorder?

    This topic has been moved to our My Best Buy board under My Best Buy Gamer's Club for further moderation.

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  • Puzzle & Dragons Z + Puzzle & Dragons SMB Edition preorder bonus at Best Buy?

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    Bill|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Preorder deposit system is broken at Best Buy

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    Thanks for taking the time to post.
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • IPhone 4 Preorder / Best Buy

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  • Best Buy Customer Service

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    Hello neveragain30,
    Thank you for sharing your feedback here on the forum. I'm sorry for the delay in replying to your post. I was honestly speechless for a moment after I read about your delivery experience. It is very generous of you to have purchased a washer for Christmas for your sister, and I am so very sorry if we offered you such a poor delivery experience. I assure you this is not the level of service we expect our delivery team to offer our customers. 
    Using the e-mail you registered on the forum, I was able to locate the order, and confirmed that they applied the discount as promised. I do appreciate you taking the time to bring this to our attention here at the corporate office. I assure you I will be documenting your comments for further employee training as we clearly have an opportunity here for improvement. I also have some information I would like to share with you so I will be sending you a private message. To view your messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner. 
    Again, I truly apologize for any inconvenience this may have caused, and keep an eye out for that message coming your way. 
    Sincerely, 
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Long time buyer truly disappointed - My bad experience

    On 10/28/2014 I bought a Sound bar, 75” TV and a 2 year warranty for roughly $7,100 at the Best Buy location in Arden-Fair, Sacramento, CA 95819. The sales rep who sold me the TV was named Jesse and was very helpful and professional, he made my decision easy after doing a lot of research shopping around at Costco, Fry’s, Amazon. I also scoured through social media review sites like Yelp determining the best place to purchase.
    Having shopped with Best Buy since I was a kid I was already a bit biased and leaning towards Best Buy, I’ve purchased many products without issue. I’ve bought numerous laptops, multiple game consoles, many many games, CD’s, DVD’s over the years and just recently opened up a Best Buy credit card.
    The $7,100 purchase went smoothly at first, I could have got an early delivery date but because of me and my wife’s busy work schedules the early dates would not work. I decide to have the TV delivered on Nov. 5th, 2014, a week from when the purchase was made. The night before the delivery was supposed to take place I received a confirmation email and a phone call saying the delivery was on schedule and that it would be delivered on time between 8am and 10am on Nov. 5th. Two hours later while we were sleeping and not tell the next morning did I see that an email was sent at 10pm on the 4th stating the delivery had been pushed back 3 days to the weekend which wouldn’t work with our work schedules.
    The frustration began to set in after having waited a week for the delivery and knowing realistically it would need to be another week before receiving the product we paid for due to our schedules. To be honest, we felt Best Buy was very inconsiderate after having a week to make sure this sale was completed. I did not expect this lack of courtesy from a big reputable chain. We began to assume they sold the TV set aside for us because they had already made the sale, who cares about us right?
    That morning when I read the delivery date change in my email we decided to call Best Buy to figure out why the delivery had been pushed back, the Store wasn’t open so we called the generic number for the Call Center. The first lady we spoke to said the TV was not in stock and transferred our call to the store which we knew was closed and therefore dumped our call. The second lady we spoke to said that instead of the Saturday delivery date she could change it to Thursday but that she could not guarantee the delivery date would be met and could be subject to change, which we assumed would happen and this was her way of getting rid of our call for the time being. She also stated that she would contact us back if the delivery date changed which later that night it was changed again at 10pm by email without previous notice.
    Luckily, we didn’t fall for the gimmick, my wife and I decided to wait until the Arden store opened up to call and speak to a manager, we were able to get through at around 10:30am on the 5th and spoke to one, He told us that the TV that was supposed to be delivered was damaged and that they did not want to deliver us a bad TV. We assumed this was just a bad excuse and cover up for bad service and error which our thoughts were reaffirmed later. We told the manager that we were debating whether to just cancel the order and buy our TV somewhere else. The manager wanted some time to call us back and did so with a few options, one of which was to pick up a TV from another store and have it delivered to our house the following day. After much consideration we said yes and decided if they could get us the TV the next day then everything was settled. Later that day he called and gave us a time window on the delivery and we felt better about the situation.
    Thursday Nov. 6th rolled around and the TV is delivered, the box the TV came in looked like it had been tossed around like a football. The bottom of the box had the TV falling out, the corner of the box was ripped open and the Styrofoam inside was smashed and torn in multiple places. Best Buy may make a lot of sales but for a big purchase like this for me and my wife, we expected better from Best Buy and were so disappointed. If what was true about the previous undelivered TV being damaged, how and or why would they attempt to deliver this TV to us when the outside of the box looked horrible, granted the TV may have been just fine but how do we know if the TV was even brand new and not used or a display? To add insult to injury, even the delivery guys felt bad and were apologetic saying sorry and that they just deliver as if they knew it wasn't right.
    I called and talk with the store manager, took photos of the box, and after a lengthy decision with the store manager decided to cancel my order and have them come back up the product which I hadn’t moved or touched. I was so dissatisfied by the service I don’t think I’ll ever see Best Buy the same. They made no effort to right the wrong, but instead used sending an employee to pick up another TV at another store as if they were doing us a favor, it is Best Buy who didn’t honor the delivery time and the sale of a product with horrible reasoning.
    The worst part is, is that my wife and I are good people, we understand that mistakes can happen, why at the last minute did this occur? Why we were not informed earlier? We didn’t treat their managers or employees bad, we didn’t yell, we didn’t throw a fit, we simply wanted the product that we purchased to be delivered a week later on time, in good condition. Making a big purchase like this and seeing the condition the box was in, felt like we went to a car lot and bought a used car for the price of a brand new one.
    The store manager could of done plenty more to keep our business, not that we expected to get anything at this point after being so disappointed. But from a business perspective to keep a big sale, the manager could of up'd our 2 year warranty to 5 year warranty on them to make me feel better about the box, I probably would of kept my purchase had she done that, or let me buy the TV as what it appeared, an open box item. A lot could of been done to keep the sale and at the end of the day no effort was made. Whatever happened to getting what you paid for? I paid for a brand new TV to be delivered a week later, then told after confirmation and at the last minute my TV wasn't in stock and/or it was damaged and they cared so much about me to deliver a TV the next day in an open box that looked like it had been ran over by a truck a few times. (I have photos to remind me, some day I might look back and laugh)
    I know that we are but a dot on a map in terms of the customer database, however if our feedback helps someone avoid the situation we had, then we will have felt this long and probably boring post was worth submitting. Here’s hoping I have a better TV buying experience elsewhere, I think I’m done shopping at Best Buy, I have no reason or purpose to shop at a store where I could previously spend hours in shopping and looking at all the latest and greatest new electronics. As a long time buyer, Best Buy let me down.
    Why should I ever do business there? I had dinner at a food court with friends just last night and they wanted to walk over to Best Buy and look around, long story short after telling them my story we walked through the mall instead. I'm slightly embarassed by how passionately I'm against Best Buy right now but feel it's very much justified. A huge store like this should care more about their customers, right the wrong.

    Hello Stanfield,
    As someone who watches more television than she probably should, having the best TV possible is crucial to any viewing experience. If you ask me, watching a show on a 75” 4K TV would be mind-blowing, so I’m glad our Arden-Fair associate, Jesse, found you one at an unbeatable price. That’s why it’s so disappointing to hear your experience quickly down spiraled into disaster when a missed appointment turned into receiving a damaged TV, which lead to a canceled order. I assure you this is not indicative of the experience we seek to provide our customers, and we certainly can’t afford for this to be repeated considering the many competitive choices customers have today.
    While unforeseen complications can cause unexpected delays for delivery on our end, these are far and few between, and we should be making every attempt to contact you when rescheduling is necessary. Emailing you is one way we do this; however, it’s less than ideal to communicate this to you so late the night before your scheduled delivery date.  It’s clear to me that we may not have ironed out all of these kinks yet, and I’m very sorry it has been at your expense.
    Despite not having your TV in stock at the time of your original delivery date, other options may be available to us to make sure you receive your purchase at a timely manner. This could mean exchanging the particular model for a comparable one in stock to locating the TV with another warehouse or store location. Finding your TV in another store should have been a happy occasion and a great solution to your predicament; I’m sure it was beyond frustrating to find the replacement in less than pristine condition. It’s rare to receive a damaged item during delivery, but should this happen, we should be making every attempt possible to assist you, even if this means returning the purchase upon request.
    However, it’s clear to me that you took considerable time to let us know of your experience, and I appreciate you providing us this feedback. Please know that I’ve documented your concerns here at the corporate office so that we may review this with the appropriate teams for future coaching opportunities. Should you have any further questions or concerns, or wish to provide us a second chance to change your opinion of us, please feel free to let me know. I’ll be glad to see what options we may have available to you.
    Best wishes,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy needs to reevaluate customer service.

    First, let me start by saying that I have always bought all my major appliances and electronics from Best Buy, but that may change soon. On November 30, 2014 I ordered a Whirlpool Convection over the range microwave and a French door Samsung refrigerator. We had the microwave delivered to our house and it arrived on December 9, 2014 with a dent in it. So we returned it to the Avon, IN store where they reordered it delivered to the store so that it wouldn't be damaged. The new one arrived and we got it home to find it also damaged, so we returned it to the store and asked for a refund as we did not have time to deal with it at that moment.<br>Our refrigerator was delivered on Saturday, December 13th. We were first emailed that it would be delivered between 11:30am and 1:30pm, then got a call saying 12:30-2:30pm. When it did not come by 2:30 we called and they said that they always showed it as being delivered between 2:30-4:30pm. The refrigerator was delivered at 6:00pm with no apology. When I called customer service about this the lady told me that yeah in the last year Best a Buy had been going downhill and she wasn't sure why, is that really what you want your reps telling your customers? Then 4 - 6 days later the refrigerator stopped working while my husband and I were out of town on vacation. Our grown daughter found it after it had not been working for a couple of days, everything was spoiled by the time she found it. She called customer service and tried a couple of recommendations but it didn't work and the technician recommended that we request a replacement. I immediately called customer service on December 19th and was told they would deliver a new one on the 20th. My daughter waited and never got a call, so around noon she called and they told her they couldn't possibly deliver it as they did not have it in stock. NICE! I then tried calling customer service several times and kept getting cutoff, so gave up as I was traveling. On the 23rd I spent over a hour and numerous attempts to talk to customer service, I kept getting cutoff and then having to start over the whole process. Finally I got a gentleman who was extremely helpful and my refrigerator is now scheduled to be delivered the 29th between 1:30-3:30, do I really expect it to show - NO! I then asked the gentleman to reorder the microwave that was previously returned at the original $399 price, he was checking but didn't see a problem with that. Guess what, he cut me off when he put me on hold. So here I go again, next customer service person verifies refrigerator is to be delivered on the 29th, nope I still won't believe it until I see it. When I ask about reordering the microwave for the sale price, they said no, even though I had went through the whole story with them. THIS IS ABSOLUTELY ridiculous, I am asking for a $50 price discount for all the troubles I went through and my business isn't worth it to Best Buy. I did not buy it since they couldn't give me the $50 off and I can buy it anywhere at the same price, I will take my business elsewhere. I think you all need to revisit your customer service and what you want to do to retain a valuable customer. If the refrigerator doesn't show up on time tomorrow I won't be here and I will use social media to tell my story.

    Hello Zebo welcome to the forums!
    I'm sorry to hear that you had a bad experience about your delivery of your appliances. Kitchen appliances are a big purchase and it sounds bad when one gets a damaged unit. Please note that your posting will serve as receipt of a Best Buy staff acknowleding your troubles, and as long as you are subscribed to this thread, if you encounter any further troubles, please post back here and let them know, you will continue to receive email notifications when a BBY Staff responds to your inquiry.
    Best Buy is a little bit backed up right now considering the end of the holiday season so you may encounter a delay in an official reply from them.
    Your patience is greatly appreciated and I'm hoping for the best on your replacement delivery on your kitchen wares
    *******DISCLAIMER********
    I am not an employee of BBY in any shape or form. All information presented in my replies or postings is my own opinion. It is up to you , the end user to determine the ultimate validity of any information presented on these forums.

  • Best Buy, what is a loyal customer worth?

    I have never written this type of message before but I felt this to be important for Best Buy to read. I was in retail for 37 years. I started out stocking shelves and ended my career a Senior Director. What I experienced in the last 3 days over a cell phone purchase with Best Buy is certainly why businesses today are not truly worried about developing loyal customers.
    I was in the market for an i-phone 6 plus and went on line searching for any kind of deal on this phonefor Christmas. On Best Buy.com in bold print was the offer, "Receive a Free $150 Best Buy gift Card when you purchase any Verizon Smartphone with a NEW 2-year or Edge activation." I printed off this copy and went in to a store and asked about the promotion. I was told they had none of the phones, the deal was over on Friday so there was nothing they could do. I went to another store and got the same story. Feeling defeated I went home and got back on my computer and there was an e-mail from Best Buy saying I left this phone in my cart, are you still interested? I decided to call customer service and ask about the promotion and if I could get the phone. I got a guy named Ralph who said he was familiar with the promotion. They had phones to order on line and would help me all the way through. He did say that he was not sure if this meant just for new customers, but he said it does not say that so I will go through your purchase with you and make sure you get the gift card.
    He helped me all the way through and said at the end of the transaction was when they would get me the gift card. At the end, the gift card offer still did not come up and he said, "now I see in my notes you will receive an e-mail from us within 4 hours with a link for you to get the gift card." Well, that did not happen. I waited for Friday after Thanksgiving and called customer service. This person said you get the gift card when you activate the phone. Just take the phone to the store when it arrives, activate the phone and that is when you will get the gift card.
    My new phone came today and so I took it into Best Buy. I handed the associate my printed copy of the promotion and my phone and told him, I wanted to activate the phone, but only if I was going to receive the $150 Best Buy gift card. He proceeded to tell me that the promotion was last week but the "New 2-year activation" was only meant for new Verizon Customers. I asked him where it said that. He said "that is what it means" the Verizon person told us that. I again tried to tell him, I would be signing a "new 2-year activation" with the activation of the phone but I was already a Verizon Customer. He said that is an upgrade 2-year activation, not a new customer 2-year activation. I again pointed out that this distinction was not made in the add. He called his boss. His boss said the same thing that the add "meant" new customers. I said so it does not say that but I am supposed to know what it means. He told me this was a Verizon promotion and that is what they told him. So I asked if I could take this over to Verizon and would they honor it? His words" they won't, they are worse than we are."
    At this point I could not beieve my ears and I said I will just return the phone. This $150 Best Buy gift card, that would be used on your merchandise with your margins would maybe have cost you $75. I will probably not purchase anything at Best Buy for a long time unless I have to. My story will certainly be discussed at gatherings as we all talk about our Christmas shopping trials, good deals and bad experiences.  Best Buy, was it worth it? Do you even care? If you want to make this right, you can e-mail me at the e-mail address associated with my "unboxed" account.

    Hello putter,
    Welcome to the forum. I'm very sorry for the delay in replying to your post. It's always a smart idea to look for a good deal when you are ready to upgrade your phone. It sounds like you received conflicting information when you tried to take advantage of the promotion, and I sincerely apologize for any frustration, and disappointment this has caused. I also hope I can provide further clarification. 
    Per the terms and conditions of the promotion, which you can view in the link MMaier kindly provided, it states: "Valid only for customers NEW to Verizon." I'm very sorry if the agent that helped you when you called was not aware of this information. Using the e-mail you registered on the forum I was able to locate your information, and viewed that you have since returned the phone. Are you still interested in purchasing a new phone? Is there any way I could further assist you? We truly do appreciate our loyal customers, and I assure you I will also be documenting your comments for further employee training. 
    Thank you again for posting here on the forum, and I hope you will give us another chance in the near future to offer you a much better experience. 
    Respectfully,
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

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