Best Buy North Hills

I pre-ordered the newest pokemon game that released yesterday a month ago so I could ensure I got it the day it released. I wanted to make sure I got the game the day it released and it was supposed to come with a pretty cool bag. I noticed the day it released it said it wouldn't be available until the next day which completely defeats the entire point of pre-ordering the game. I called and they said no problem it would be available in the afternoon. I went in around 5pm on 3/5/26 and got in line. The person in front of me was picking up their copy and tote bag and they left. The cashier told me that they have plenty of them in the back, and another employee went in the back and grabbed 5-6 copies of the game. I physically saw the guy walk to the front with the games. I said okay cool, I will grab it in a minute I am going to grab a few phone accessories that I planned to get that day. While shopping some other employee told me they couldn't give me the game because they didn't "receive" the truck yet. I asked when would I be able to get it then, like a hour? He said no, probably not until tomorrow. I was furious, and left. A few hours later I got an email saying it would be delayed days... I cancelled my order and just bought the game digitally but now will miss out on the cool bag. I have never been so disappointed with a retailer in my life, and Best Buy has been one of the retailers I have been hoping would succeed because there isn't many physical stores like it anymore. I purposely go out of my way to buy things from Best Buy instead of just using Amazon and other online sites but after this experience I think I am done with the retailer. While it is just a game, and life goes on; this experience helped me realize that this place isnt really worth my extra effort to continue to shop there.

Months later of no reply from your customer service. I left a detailed review here previously and there was zero reply while all the other negative reviews had replies. Pick and choose much? I’m not going into detail yet again. But bottom line, your customer service is horrible. Inside and outside of your business. Also, why don’t your employees actually answer the phone instead of “AI”?

Great service even when super busy. It makes me happy that I'm a member

Good