12-23-2017 11:52 AM
I called the Palm Desert (PD), CA, store to ask about purchasing a new iPhone X using MyRewards points. I had over 5,000 points available from a recent purchase of a $4,000+ TV. First, the telephone wait times to speak to a person at both the PD and La Quinta stores is way too long. After reaching the PD store via phone, I was told there were iPhones in stock and yes, I could use MyRewards points towards the purchase. After arriving at the PD store, the store personnel told me the system showed 3 in stock for my mobile carrier. The saleslady tried very hard to find any of the 3, but could not. That's when "customer service" flew out the window. She appeared to be due for a break and handed me over to the salesman next to her (who was in the middle of helping another customer) and just left. I felt like an abandoned customer and that she was no longer interested in helping me purchase a phone. I believe this was the same saleslady who sold me an iPhone 7 for my husband less than a year earlier - a bad "bait and switch" experience with BestBuy. I told the guy I wanted to buy my iPhone outright and then have them call me when they find 1 of the 3 or new stock comes in. The guy tried, but then said, sorry, their system wouldn't let him purchase the phone. He then pointed me to a table full of iPads, mini-tablets, etc. and told me I could order it myself online via one of those that is connected to the internet. When I finally found the one that was indeed connected to the internet, BestBuy.com would not let me purchase the iPhone outright AND use MyRewards points. There was no SKU available to purchase an iPhone outright online - only purchase them using the phone carrier monthly plans. Another PD employee tried to help me during my frustrated period trying to purchase a phone. Because I couldn't remember my carrier PIN, I had to leave the store to get it at home. After I cooled down, I called the store back and left my name and number to call when 1 of the 3 phones was found. I never got a call back one way or another. After a day or so, I noticed the La Quinta store suddenly showed iPhone X's available online. I called and then went to that store. Their mobile department knows how to treat customers well! So much so, we ended up upgrading another phone and purchased two iPhone X's from them.
01-04-2018 03:24 PM
Thanks for joining the Best Buy forum community! I appreciate you taking the time to write in to let us know about your experiences. With the increased volume of contacts coming in during the holiday we haven’t been able to answer posts as quickly as we would like. I’m sorry for any inconvenience this may have caused. I would also be frustrated if an item I wanted wasn’t found in stock if the inventory system indicated a product should be there especially after calling the store before going in.
I understand how frustrating it can be calling into a store. With the holiday season, especially, the time it takes to get to a person who can assist can be protracted. I’m disheartened to hear that you were unhappy with the service at the Palm Desert store as well. If stock was not found at the store, they wouldn’t be able to sell the product to you, though treating customers respectfully and with professionalism, such as making promised call backs, would be something Best Buy expects from all employees.
In terms of ordering an iPhone X online, I’m sorry to say that you would be correct in that we do not currently have an option online to purchase the iPhone X outright at full price. Currently the online purchase options are through payment plans with a carrier like Verizon, Sprint, or AT&T. I’m sorry for any inconvenience this may have caused.
I’m glad to hear that you were able to make your desired iPhone purchase at the La Quinta store, though! It’s good to hear that they provided the great customer service that we would expect from our stores. Thank you, again, for taking the time to tell us about your experiences at both Palm Desert and La Quinta. Customer feedback is really valuable and can be used to influence training and coaching opportunities going forward. I hope you enjoy your new iPhones!