IPhone 6 Purchase (with pre-order)

Question

I hope something can be done about the poor service I received.
I shopped around to see what store I would be purchasing the iPhone 6 (64 GB) from and went with Best Buy.  I went into the store and did the pre-order on 9/12/14 at the Burbank, IL location.  I asked a lot of questions and felt I was making a good decision about ordering from Best Buy.  AT&T is my service provider and I called to make sure that my plan would not be affected and was assured that not be the case.  I was told I would receive an email before 9/19/14 and I would be able to come and pick up my phone.
I received my email on 9/18/14 and read clearly that the process to activate the phone would take about 30 mins and the person whose name is on the account has to be present.  When I arrived at the store on 9/19/17 at about 7pm, the mobile area was pretty crowded and an associate was taking names.  I was told the wait was approximately 45 minutes.  I was ok with 45 minutes and sat in the mobile area to wait, and wait, and wait.  There were only 4 associates helping customers and in the 45 minutes that I was told that I needed to wait I did not see any associate finish with a customer and call a new one to be assisted.  It took an hour for an associate to finish with a customer and I thought he would call the next customer on the list but he left and did not come back.
The reason why I am expressing my frustration is that there was no clear communication with the customers at to what was going on and why the wait was so long.  Give the customers a clear expectation of what to expect and let them make their own decisions.  If I knew the was was going to be over 2 hours I would have left.  I had friends who purchased ther iPhones from Best Buy that same day at another location and they stated they were in and out. 
I requested to speak to a manager and was informed there had been computer issues throughout the day and he appreciated my patience.  Now we are down to 3 associates and by this time some customers had decided to leave but I did not want to make another trip for the same thing.  What was really upsetting is that no other associate jumped in to help; not even the manager.  The rest of the store was pretty empty and there was no managerial decision to pull help from other departments.  One associate went through the whole process of activating a phone for another customer and at the last moment her mother wanted to purchase an iPhone 6 as well.  I dont know if the associates work on a commission but that seemed to be unfair; they should have had to wait to purchase the 2nd phone.  Another associates clearly did not know what she was doing; she had to ask for help on every screen to this slowed down the process. 
Before my name was called the associate who seemed not to know what she was doing continued to text on her personal phone.  So not only are you unsure about what you are doing; slowing down the process but you are also texting on your phone which is also slowing down the process.  My name did not get called until about 10pm (which is the time the store closes) and the associate that took care (and I use that term loosely) of me was the same one who was texting on her phone.  She was clearly distracted and entered my telephone number in the computer incorrectly with slowed down the process as well.  I did report this to the manager as well and he offered me a free phone case; and I was appreciative but he was not addressing the issue.  The issue is there are customers waiting and no one stepped up to the plate to assist.  The customer should come first and I definitely did not feel this way.  I am going to think twice about spending my time and money at Best Buy because of this experience.
Thanks for reading and if there is a customer reading this who lives near Burbank, IL I would reconsider.

Answer 1

Greetings rpurches,
I am super excited to purchase an iPhone 6 and am even considering the 64GB model myself. I’m sure you were truly excited to receive the notification that your phone was ready, and can imagine how disappointed you were after waiting longer than expected at the Burbank, IL store.
Our associates should be assisting our customers in a timely manner, while also maintaining a professional and courteous manner. Helping our customers in a timely manner can be difficult if system issues arise, however, we should be letting any waiting customers know so they do not feel left unassisted. I apologize if this is not the experience you had when you were picking up your iPhone 6. I am glad to hear that you brought this experience to the attention of one of the managers in the store, and were able to receive an accommodation for any inconvenience you may have experienced.
That being said, I am truly grateful that you have taken the time to share your experience here on the forum. It is not only insightful, but helpful for us to hear the experiences our customers are having. I can assure you that I have also thoroughly noted your experience so that the appropriate business teams and store leadership may review it.
If you should need any further assistance, please let me know!
Respectfully, 
Tasha|Social Media Specialist | Best Buy® Corporate
 Private Message