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New Member
Posts: 5
Registered: ‎11-30-2019

Either fraud or theft, take your pick

I'll be travelling internationally tomorrow, and yesterday I made a purchase of a Nintendo Switch console as well as 3 games. The item was listed as in stock, and my card was charged fully. I knew it was a busy day, but after not hearing anything for 3 hours, I called the store. They had turned off their phone, with only a message relaying hours of operation playing and no option to speak to a person. I then called 1888BESTBUY. During that conversation, where I expressed my time concern, I was assured that my item was in stock, and just hadn't been pulled yet. I got an email a couple hours later that the games were ready for pickup. Then at 10pm, 11 hours after placing the order, I get another email telling me the system was out of stock. So now not only have you taken my money and time, but didn't have the product. When I called 1888BESTBUY this afternoon to attempt to remedy the situation I was told verbatim"The store prioritizes the customer in the store over online orders." If you took my money for an item that never existed, that's fraud. If you sold my item (that I paid for in full) to someone else, that's theft. I didn't pay to possibly get an item, I made and completed a purchase. I'm livid, I've never dealt with such ineptitude every step of the way. I thought keeping in contact would alleviate possible issues, but in fact it made them unfixable.

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Best Buy Employee
Posts: 1,266
Registered: ‎01-09-2015

Re: Either fraud or theft, take your pick

It sounds like they ran out of the item before they could pick yours. This can happen, especially on busy days because a customer in store could have already selected the item for purchase and was walking around having not made it to the register yet. Unfortunately, that means the associate who went to get the item for your order was unable to find it and marked it as out of stock.

The great news is that any payments by debit or credit card have not actually been charged to you and are just reservations that will fall off automatically in accordance with your bank’s procedures. We actually don’t finalize the “charge” until you pick the item up in store.

Hope this clarifies how this situation happens, especially on busy days like this weekend.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Posts: 3,624
Topics: 33
Kudos: 273
Solutions: 226
Registered: ‎11-29-2016

Re: Either fraud or theft, take your pick

[ Edited ]

Good afternoon, DJTwyst,

 

Welcome to our forums, and thank you for sharing your feedback with us.  Whenever our customers utilize our Store Pickup for their online orders, we’re hopeful they’ll be available as soon as possible.  While we work to get these fulfilled as soon as possible, this being the busiest weekend of the year for us, there can be instances where this process takes a bit longer than we would like. I regret to hear this delay has been a cause of such frustration for you.

 

The always helpful jdogg836 has provided some excellent information here, and I hope it’s provided some clarity regarding your pending charge.  As they’ve mentioned, your card of choice won’t be charged until you’ve picked up your order from the Best Buy store, so any pending charges linked to this order should drop off, if you choose to cancel this order. 

 

I hope this helps, but if you have any additional questions or concerns, please don’t hesitate to visit our Support Forums again.

 

Happy holidays,

SeanM|Social Media Specialist | Best Buy® Corporate
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Best Buy Employee
Posts: 1,266
Registered: ‎01-09-2015

Re: Either fraud or theft, take your pick

Most of my reply to you was directly responding to your incorrect assertions in the following quote:  "If you took my money for an item that never existed, that's fraud. If you sold my item (that I paid for in full) to someone else, that's theft."

 

The product existed, and was sold before the store was able to pick it for you. The first assertion is incorrect.  The item was never paid for in full, since you didn't pick it up.  It was just a reserve and those drop off automatically.  I was trying to politely tell you that you had not paid for it instead of directly contradicting your 2nd incorrect assertion.  

 

I work in a store, and I have no desire to be a "corporate shill" .  I call it how I see it, having plenty of experience in the store.  From that, I can tell you that no one works harder during the holidays than the teams responsible for finding, picking, and shipping items for customer orders inside Best Buy Stores.  Unlike a controlled warehouse environment, there are elements that cause delays and/or no picks in a store, For example:  Customer picks up the last item and continues their shopping, does not check out for an hour.  During this whole time, the computer knows we still have the item in stock.  Another one:  Item is picked up then decided against, instead of putting it back where it goes, just sat randomly on a shelf.  Unfortunately, there are delays during the holidays.  When there is an item they are having difficulty finding, rather than delay the hundreds of other orders waiting to be picked, they continue to pick the other items. This is especially true on the busiest shopping days of the season.

 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 5
Registered: ‎11-30-2019

Re: Either fraud or theft, take your pick

Incorrect assumption? My card was charged. I no longer had the money. That's a sale. Do you need a dictionary? Giving me a refund after the fact doesn't change the initial fact. If what you're claiming is true, you wouldn't charge a consumer until they recieved the goods, and we know that isn't the case.