10-02-2018 10:07 AM
I am an Elite Plus member after spending more than $10,000 with Best Buy over the last year. As an Elite Plus member you are supposed to get free 2-day shipping on everything that you order.
I just ordered new Sony WH1000XM3 headphones. The item was in stock and shipped immediately, but it shipped normal UPS and will take 8 days to get to me. I ordered through Best Buy rather than Amazon, only because they also offered the 2-day shipping the same as Amazon, and I would earn points through Best Buy.
So I sat on the phone for 35 minutes with Best Buy support trying to figure out why it was taking so long to get my order. Their explanation was "It is shipping from Ohio, so it takes longer to get to you." I said all they had to do was ship it 2-day UPS rather than normal UPS. They couldn't understand what I was talking about. So I asked for the dedicated Elite Plus phone line that I'm supposed to have. After transferring me 3 more times, nobody was able to answer my question as to why it was shipped normal UPS rather than 2-day shipping. All of the reps I talked to sounded like they were in another country. One asked me how far Washington State is from Ohio, and said because the distance is so far, that's why it's taking so long. Unbelievable!
Now I won't have the headphones in time for the trip I'm taking this week. I thought Best Buy was doing a good job trying to compete with Amazon, but I guess I was wrong. I will probably just continue to shop through Amazon since Best Buy can't quite figure out how to ship things in two days, even though that's what was promised.
10-02-2018 01:22 PM
Hi there Scott,
Welcome to the forum and thank you for choosing to shop with us for your Sony headphones! Having a good pair of headphones for a trip, in my book at least, is crucial. I can imagine how devastated you were to find the headphones not shipping as quickly as you anticipated, and not fast enough to reach you in time for your trip.
While we're typically able to process and ship orders very quickly, our 2-day shipping time frame does not account for any delays in processing times. Furthermore, when shipping an item, the time frame references a delivery period, not a certain level of service. These factors and logistics aside, it sounds like your order was processed in a timely manner and shipped via a service far too slow to reach you in Washington from Ohio in the 2-day time frame. While free 2-day shipping is offered to Elite Plus members, customers should ensure this option is selected upon placing the order.
I would be happy to take a peak at what exactly happened with your order, so I am sending you a private message. You may check your messages by signing into the forum then clicking the envelope icon in the top right corner of the page.
10-03-2018 10:00 AM
10-03-2018 10:42 AM
I wasn't able to send a message on my computer because of error messages, but I was finally able to send my information through my phone to the private message you sent.
10-03-2018 11:46 AM