thilly thenny

Almost.

I know lots of people have had issues with BestBuy in the past.  Heck, they seem to make regular appearances on the Consumerist blog.  But my online experience, thus far, has been pretty damn good.

1. Happen to spot coupon on Bargainist feed of Google Reader for $5 DVDs.
   • Time: like 5 seconds?
2. Decide that I should follow the link, just for the hell of it.  Browse through DVDs that are $5.
   • Time: maybe 2 minutes.  There weren’t that many, and most weren’t good.
3. See Bourne Identity and Bourne Supremacy and decide to buy (I have Bourne Ultimatum, so I might as well).  Click “Add to Cart”- okay, I hate that I can’t go back to where I was very easily after I click on their button.
   • Time: 2 minutes
4. Fill out account information, pick up at BestBuy store and purchase DVDs.
   • Time: 10 minutes (so many effing random steps and picking the store and getting asked about taxes, etc.)
5. Receive email.  Receive email that they have it as the store.  Print receipt because they say all you need it the order number but you really need the barcode in the email (retarded- just tell me to print it, don’t tell me I need the order number and then switch on me).
   • Time: 1 minute
6. Drive to BestBuy store, waiting in line, pick up DVD and leave.
   • Time: 10 minute drive there; 15 minute walking in, getting someone to help, getting email scanned, giving ID and credit card, signing form & exiting; 10 minute drive back home
7. Enjoy DVDs!

If you take out the 20 minute drive (because everyone lives a variable distance from the store), the online experience only takes about 10-15 minutes depending on if you’re a new or returning visitor.  That’s pretty efficient.

Picking up the DVDs only took about 15 minutes, and I got to skip ahead on the customer service line b/c there’s a special line for online-store-pick-ups.  Pretty cool.

Several suggestions for BestBuy:

• It’s retarded that we have to bring the receipt.  If we have to bring ID and original credit card, you should be able to look up the order according to our last name & last 4 digits of our credit card.  The in-store person has to punch that in anyway.
• Train your people, so I’m not waiting idly for 5 minutes while they complete the verification process.  It shouldn’t take that long.  Optimally, it should be:
  1. Swipe credit card and see online transaction.
  2. Verify credit card with ID (unless they have a picture on the CC).
  3. Give person product(s).
• Have a “go back” button on the website, so I can continue to browse DVDs.  The “continue shopping” button brings me to the main site, which = retarded.
• For in-store pick-up, instead of having to enter our zip code several times, suggest locations according to our billing information with a link to change the zip code.

All in all, a very easy and pleasant experience.