Best Buy — Local services in San Jose

Date of incident 2/8/24 Location San Jose The plant Best Buy

Hi, came in to purchase a high demand item (in-store only) arrived a few hours before opening in order to obtain the product before the limited amount runs out within the first few minutes. I already confirmed the night before and that morning with customer service reps that it is in stock for 2/8/24, but must be purchased instore only. No pickup, no online orders, and no holds for customers. 2 hours before opening employees began to arrive therefore I asked whenever they have time and shift begins if they can double check if the item is in stock. He said he will check since there was already a line of 5+ people. Never came back outside to inform us instead went to his vehicle for 15min then returned into the store without giving us any feedback. 10am General manager opened the store and welcomed us in. Ofcourse we asked about the item and said theres none in stock to his knowledge and whatever they have will be on the sales floor. Went to speak with the employee I talked to before the store opening and he simply just smiled and laughed saying “I guess theres none in stock.” I went to speak with the GM to see what is going on. He then says that it appears they did have a few in stock 5-8 of that item, but were placed/became pick up orders at 9am 1 hour before opening. I asked how is that possible if the website as well as app doesn’t allow any customer to place online or pick up orders just shows which store locations have them in stock and when I called customer services the reps said instore only. He became unfriendly/rude saying I’m accusing the best buy employees of hiding or purchasing the items before the store opened. Also commented that the pick up orders could have possibly been made by a third party website?? Anyways, I worked as retail manager before and told him that employees (if they chose to violate company rules/policy) can input a customer’s (friend’s) info example phone number and scan the items in to create a customer order. Got more angry. Then I told him that aside if customers did miraculously find a way to create pick up orders can’t you guys cancel them or simply not fulfill them since employees especially the manager knows that its an instore product only. He said no cuz they already paid for them. Which I proceeded to explain how best buy online order pick up system works. After a customer places a pick up order there is a pending charge on their credit/debit card because the store must first find the item instore to confirm inventory is correct and there is actually that item in the store. Once found, confirmed, then scanned to fulfill the order. An email is THEN sent to the customer that the pick up order is finally ready to be picked up. Once picked up by customer then the order is complete and charge is processed. Therefore best buy employees could’ve not fulfilled the orders and the customers would’ve received a notification saying order couldn’t be prepared due to item not in stock/inventory at this location. Point is this store and its employees need to be investigated for violating company policy. Check cctv footage of employee activity between 8am-11am as well as employee POS activity to see where the items were, went, and ended up including who process/fulfilled these “pick up order” which is all logged. Time, employee, register, etc. I believe the GM was unaware of his employees activity during that time since he seemed not able explain how these items were placed as pick up orders when there is no possible way to do this online by a customer and/or done over the phone by a customer service representative. Last note certain employees seemed suspicious speaking to certain customers/possible friends that didn’t seem upset about this problem and stayed around as if waiting for the product. Also a customer behind me that was waiting in line before the store opened told his partner “not to worry that his friend works here and is probably waiting for me to call him.” Hope this read by Best Buy...

Pros: staff is plentiful and its not hard to find help the place is clean there is alot of laptop and phones along with actual devices as far as wearables and phones/tablets/computers go but minimal universal accessories for phones . Only iphone and newest model android related accessories of which they had a good variety. Lastly of all the businesses in the shopping center this is one of the few that had plenty of shade parking spots that werent 300 feet from the door. However the pros in no way come close to making up for the cons here are the Cons: Limited inventory on their trading card games specifically magic the gathering which was disappointing as i was hoping for single booster packs and all they had were bundles for some of the less popular sets that are current. Also there is a lack of general inventory on alot of what would be expected to be standard items normally available like car phone mounts and they were lacking on dji drones and associated equipment. Downside of staff being so plentiful is they came up and asked me if they could help me to which i said no and then he just hung out watching me all awkwardly and when i said can i help you he wouldnt leave he just said let me know if you need me and proceeded to continue watching me standing 2 feet to my left this felt very uncomfortable and almost as though i was being judged and labeled as a thief or something for no real reason whatsoever i was wearing a polo shirt and had my hair nicely done and my tattoos and arms covered so this really made me not want to come back here ever again. I almost wanted a whistle just so i could make a point at how invasive this dude was. It was really offputting and will definitely shoo away customers and heaven forbid he did it to a female then they would have a big problem even a potential lawsuit. This is all bad. It was only the one employee though everyone else was...

Went into BestBuy at the 181 Curtner Ave. San Jose location Monday 11/23/20 a little before 12PM to return an online order due to wrong item being sent to me. I ordered an iPad Pro 11 128GB but upon opening the package slightly I seen the “32GB” on the box.

So here’s how it went: Got there and the clerk took my information down but then had to call somebody to authorize it. Comes in Ernesto Ruvalcaba Gonzalez. Looks at the item and says “this is the item you ordered” I preceded to TELL and SHOW him the order # assigned from my BestBuy account online. Not listening to a word I said, he continues “on the item is your order# and this is what you ordered”

Then he prints up the order summary from the item I brought in to return and shows it... First off it wasn’t the order# I gave him, the Person’s name isn’t mines. The address was in South Carolina!

That’s when he finally asked for my name and finally took my order number down. Then he says says “I don’t know how you got this, you shouldn’t have received this item, you were sent this by mistake and yours should be arriving tomorrow,”. Only by basing that on the summary’s deliver by date... I told him this is the package they sent me and that is the wrong item inside..

Then he has the audacity to say “ to me that’s just an envelope” Not listening to a word I was saying again......are you kidding me??!? The tracking# assigned to the iPad I was supposed to receive is on the envelope..... how is it just an envelope?

Ernesto then takes the iPad and starts walking away. I had to ask him for his card since he didn’t want to give me any confirmation that my order will be delivered “tomorrow”.

Now i'm left without an iPad to return to BestBuy.com via FedEX option online and with a estimated $877 charge on my...