I was denied my item that was already paid for

Question

I purchased an iPad mini2 online and arrange a pick up at the northgate mall BB mobile since it was such a good deal today. It was purchased to raise money for a fundraiser that we are having. I go to pick up my purchase tonight and the sales rep tells me that the system they use to pick up items is down. She said she would make some calls and I had to run to another BB anyway to pick up another item I had purchased. I got to the Northgate BB and they had me fill out a form, since it was a company wide shut down, and they verified my ID and my CC and gave me my GoPro for auction and head back to the mobile BB. I would have picked up both at the BB but they were sold out.
When I got to the BB mobile she tells me that she cannot give me my iPad. She gave me the option to buy another one and cancel the order tomorrow or come back tomorrow. Sure that would be no problem if I didn't need it tomorrow. I asked her to call again and let her manager know that the BB right down the street gave me my GoPro by filling out form. As she got off the phone she tells me that is not an option!! What? Why? The store not even 2 blocks away will do it but this one won't? She tells me it's against BB coporate policy to do that. If this is the case then why did the other store do it?
Now it's past closing time. I have no other options. I don't have money to buy another one let alone the time. I call the 1800# and their answer after 40 minutes of waiting is "oh I'm sorry."
This is not acceptable. When someone purchased an item and follows all the instructions given to them they have the right to have what they purchased. I'm just so disappointed at BB right now... You guys have royally screwed me.

Answer 1

Hello spoondek, and good morning!
When you visit out stores, you should not experience this inconsistency between locations. Considering your reason for the purchase and the urgency behind it, I can imagine your frustration and disappointment. I am very sorry for you had to experience this the day before your fundraiser.
While system and network issues are typically few and far between, they happen. This is why we as a company have created backup plans for these sorts of rare occurrences. When this affects store pickup, the store should follow the “downtime process” to allow you to leave with your product. The process that was followed at the Northgate location (Store 470) to receive your products sounds correct and should have been carried out by the associate at the Northgate Mall Best Buy Mobile (Store 2831) as well.
I will be contacting the leadership at Store 2831 to confirm they are aware of the necessary details around this process. Were you able to pick up your iPad in time for the fundraiser?
We appreciate your business!