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

Question

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}

Answer 1

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