My Super smash bros Wii U pre order because i pre ordered in store and placed a $5 deposit

Let me share what I was told when I arrived at best buy store. By the way I will file a complaint to corporate about this and will see about filing it to better business bureau... I pre ordered my smash brothers bundle in store ( couldn't do it online because there are issues with my account for a year now and after numerous calls to fix it which I have been given so many ticket numbers,best buy just cant fix their own mistakes). I arrive at the store to pick up my pre order and the employee responds with a dissapointing tone"don't tell me you preordered the bundle." the employee just walks back and forth. She then asks her co-worker which she then tells me "we don't have your preorder...we only filled orders for the people who preordered online and fully paid the game." I asked for a manager and told him this is the second time best buy has messed up my pre orders and provide me with poor service. He then says that they only filled the orders from online purchases and who paid in full which makes me feel like I didn't matter only because I placed a $5.00 deposit to guarantee my copy.overall I received poor customer service, he did not own the situation and didn't offer at least some type of compensation to a "former" loyal elite customer. In general, best buy has given me poor service throughout the year by not fixing my ability to order online for a year, messing up my pre order of Mario kart 8 by charging me for the free $10 gift card which was supposed to be free for pre ordering the game and then refusing to give me a refund for the $10 charge, and finally telling me that even though I pre ordered, because I didn't pay the bundle in full I don't get my copy at all... Not even a phone call,common courtesy to notify me. This is it! Best buy will never get business from me and I will never recomment it to anyone. Amazon on the other hand does everything right, and owns the situations and strive to make things right.Amazon is now my go to for shopping all electronic and entertainment needs. Amazon even allowed me to place a new order for the bundle and will receive it next week versus best buy saying " we don't know when we will get them." In short I cancelled my pre order from best buy and took my business elsewhere. Finally when I asked the supervisor for corporate's contact information, he refused to provide it. Now I need to check online and hunt down that information

Hello redrevolver4,
Thank you for pre-ordering from Best Buy, and thank you for sharing your experience with us.  We as moderators on the forum work at the corporate office, and I am happy to talk to you today.
Reading through your description of events I can certainly understand why you would be disappointed.  It is not our intent to leave any customers out when they pre-order a product with us.  While we are working to fulfill our in-store pre-orders that were not yet completed, I can also understand your desire to cancel the order and go where you could get an order shipped out to you.  I am sorry that was not us this time.
I will certainly document your feedback so that we can learn from it and ensure that our stores are adequately equipped to fulfill orders as our first priority, but provide all care and courtesy when things don't go quite as intended.
I did have one more question for you, though, and I will be sending you a private message with that.  Please watch for that message from me shortly.
Thank you,
Mike|Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

  • Super Smash Brothers Wii U Bundle Pre-Order

    I placed an in store deposit of $5.00 on a Super Smash Brothers Wii U Bundle close to a month ago. I usually place my preorders online, but the customer rep said it would be the same thing if I did it in store. When I went in today to pick this bundle up with the rest of my orders, they told me they didn't have my copy in stock. Even while I saw other people picking up their bundles around me!
    When I asked to speak to the Manager, he talked down to me and tried to send me off with the least amount of work on his end. I had to practically ask him to try and check the system if the store had any more "in transit." He flat out lied to me and said none in the area had any in stock (even though the customer rep next to him told me some locations had some in stock, although 45minutes away). He wouldn't even let me leave my number so I could get contacted when they got some copies in; even though I was told earlier by the customer rep that I could.
    What gives? Do Pre-Orders mean nothing? Does customer service matter? The manager couldn't even tell me if they were going to get more for sure!
    *This was at the Colma branch in California by the way. I wish I could remember the manager's name.

    Hello sp0rkd,
    Thanks for being a My Best Buy member, and thank you too for pre-ordering your game from Best Buy.  I am very sorry that the experience has not yet gone as planned.  I'll be happy to discuss your experience with you.
    When you pre-order from Best Buy, we definitely expect that we will have a product for you.  Inventory constraints on some products mean that we don't always have them on day 1 for every customer, but we certainly want to get it fulfilled as quickly as possible.  I would like to look into this for you, and I will send you a private message with additional information shortly.
    Thanks,
    Mike|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Smash Bros Preorder Bundle Not Available In Spite of Email Saying it Was Ready for Pick Up

    I had preordered ({removed per Forum Guidelines}) the Wii U Smash Bros Bundle (SKU: 7493005) on 8/4/14 at bestbuy.com utilized the pick up in store option (may be the last time I do that).  When I went to the Middletown (461), NY store to pick it up yesterday before 3pm. I did not anticipate any issues since I received an email saying that my order was ready for pick up and have never had a problem when I have gotten such an email.
    When I arrived at the store, I had to wait for someone to finish with another customer. The associate attempted to find my game, but it was not at the customer service desk. She had another employee look elsewhere, but I had to leave. The and the game was not found. I had to leave to pick up my daughter from school, so she took my name and number down. About 10 minutes later I got a call telling me that the store oversold its preorders and there was a system error. I was told that it would be in sometime in the next week.
    After getting my daughter, I went back to the store because I could not understand how this happened. This time, I was helped by Brittany. The game was still not there and I was given the same explanation. I asked how preorders were filled because I had preordered in August and it just seems strange that I would get an email telling me that the product was there when it was not.  Based upon what others have written that they were told, it seems that online preorders should have been satisified first since they are paid in full.
    Brittany was quite helpful and called the Monroe, NY (1394) store to see if they had a physical copy since the computer system said they did. Whoever she spoke with in Monroe confirmed that they had a physical copy and Brittany asked that it be held at the in store pick up desk. She then transferred the store pick up over and I drove to Monroe with my family in tow.
    When I got to Monroe, I had not gotten an email confirming that the pick up was ready, but I went to the desk anyway to explain the situation. Victor looked around and did not see it. A shift leader/manager came over to assist, but there was no physical copy. I was understandably upset. The shift leader/manager called around to other stores to locate a physical, but to no avail.
    After waiting nearly 30 minutes, I came up with another "solution" because my family was on the brink of a meltdown give that it was after 5:00 pm.  So, I got a copy of the game and the gamecube controller, which are 2 of the 3 parts of the bundle that I ordered. The only missing component was the controller adapter ($19.99), but since that was available in stock online at Best Buy.com I figured that I would get that in a couple of days.
    So, being that I am in the Gamers Club Unlocked, I get 20% off new games. The Bundle is $99.99, so I got it for $79.99 before tax. But if I buy the components parts, I would only get a discount on the game and not the controller and adapter because the discount does not apply to hardware. The shift leader/manager agreed to give me the appropriate discounts so that my total cost when I purchase the $19.99 adapter would not exceed $79.99 pretax. So, while I was made "whole," I really wasn't because I did not have the entire bundle and I wasted at least two hours of my life.
    So, after leaving the store I promptly place on order ({removed per Forum Guidelines}) for the adapter on my smartphone. It says that it should ship so that I would get it by 11/26. No problem right? Wrong, because I get a subsequent email saying that it is backordered and that I can expect it sometime between 12/5 and 12/17.
    So, I would like some type of compensation for my trouble. I would be happy with a $25 gift card. I should not have to deal with this type of issue, especially when I place a preorder so far in advance and spend several thousand dollars a year in your store.
    1. How can you oversell a preorder? That is like overselling movie theater tickets. It is an unacceptable business practice.
    2. How can an employee identify an item in stock in another store, confirm its existence, and then it not be there? Thankfully, I only had to drive 20 minutes back and forth, but it was 40 minutes that I did not have to drive.
    The only positive in the whole thing was that the shift leader/manager in Monroe was so understanding. But even there, I had to come up with that idea.
    I would appreciate a response and at least the above compensation.
    Thank you.
    Sincerely,
    Darrell {removed per Forum Guidelines}

    Hello darrell521,
    I can’t thank you enough for the amount of detail you’ve provided in your post! Our in-store pickup process should be very streamlined for our customers who pre-order games at Best Buy and what you’ve described with your Super Smash Bros pre-order is quite the opposite. I sincerely apologize for the effort you had to put into redeeming the items needed to recreate the bundle, especially since you should have simply been provided your original copy upon your first arrival to our store!
    In reviewing your BestBuy.com order for the adapter, I see that it actually did ship and I believe you’ve already received it! I’m happy to know that it’s very possible you’ve been able to play Super Smash Bros the way you originally intended. With that, I’m going to send you a private message with further information in regards to your purchases. Keep an eye on your inbox, which is located to the top right of your screen when logged into the forums.
    Thanks for sharing your feedback with us on the forums and you’ll be hearing from me soon.
    Brian|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

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

    I would like to place a simple complaint. A little more than a month ago, I placed an in-store preorder for the Super Smash Bros. for the Wii U Bundle, which included (1) Super Smash Bros. for the Wii U game, (1) GameCube Adapter for the Wii U, and (1) GameCube Controller. 
    I asked MULTIPLE times if the bundle will be available on release day, which was 11/21/2014. I asked store clerks AND customer service representatives and EVERYONE I asked said it will be available. I could have ordered from GameStop or Amazon but I decided to order from Best Buy because I trusted this store. 
    However, on 11/21, I went into the store and asked for my preorder. I paid the FULL $100+tax amount during the preorder. The customer representatives said they didn't have any and a manager came and told me that they will look for the inventory, and I should be able to get one. No problem, I thought, because I saw TWO bundles on the shelves right in front of me for online preorders. 
    I wait right there for FORTY FIVE (45) minutes. A complete waste of time and I was getting impatient but I was still as nice as I could be. They come back and tell me that they're sold out. WHAT? How can they be sold out if I see TWO bundles right in front of my eyes? I ask them if I can just have one of those two bundles. They said no, they're for online preorders. This is what I don't get. I literally paid the exact same amount. I waited in the store for 45 minutes just to be told that I am not allowed to take one of the bundles on the shelves. Why do online orders have a complete reservation? Why can't I, someone who ordered in-store AND paid the ENTIRE amount, get a reservation like that? I paid the same amount, went through the same process, and I even waited an extra 45 minutes, and they tell me I can't have it. If I ran a store, I would rather give the product to someone who is ALREADY agitated and someone who ALREADY waited 45 minutes. I would be MUCH less upset if there were no bundles at all in the store, and I was able to leave after 1 minute. It is MUCH less upsetting to see that bundles are sold out, rather than staring at TWO BUNDLES RIGHT IN FRONT OF MY EYES and NOT being able to have any. 
    Well, how do I proceed? They tell me they can refund my entire order, and give me a $10 discount on the game alone for my troubles. I thought, well, that's the same discount as the bundle itself, so it shouldn't be a problem. Right? That's what I thought too. I bought the game and walked out of the store, still annoyed but satisfied that I can just go back, play the game, and buy the adapter and controller later. In fact, why don't I just buy it right now? Best Buy ran out of GameCube Adapters before I even left the store. So I had to go somewhere else for it. 
    To my dismay, I could not find the adapter anywhere. Not online, not in GameStop, not in Best Buy, nowhere. And not having the adapter has SERIOUSLY crippled my enjoyment for this game because I was COUNTING on having an adapter. I PAID for an adapter. I WANT my adapter. But I don't have one. And they are sold out everywhere. Sources say that adapters will not be available for at least a few months. MONTHS. I have to wait MONTHS for something that I ALREADY PAID FOR and something that I WAS PROMISED TO GET on 11/21/2014, NOT 2015. 
    SO, I would like to just place this complaint here. If I preorder something, I COMPLETELY expect to get it the day of release. I do not care about a $10 discount. I can give that $10 back if you want. I care about having a gamecube adapter that does not cost $100 online. So, Best Buy, where is my gamecube adapter? 

    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

  • Puzzle & Dragons Z + Puzzle & Dragons Super Mario Bros have not received the Free Bonus Item

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

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