In-Store Screw Up?

So my next post was going to be a rant about SUVs, but I'll save that for another time. I wanted to share an experience with Best Buy's In-Store Pickup. So on a weekday morning, around 9am or so, I go on bestbuy.com, and purchase an ipod touch. I select in-store pickup, as I needed it that day. around 9:25 or so, I get an email stating that the product is available for in-store pickup as soon as the store opens (at 10am). Ok fine, I'll go some time after 10am. I was busy doing other stuff, and didn't actually get to the store until around 11:30, so that gives the employees 2 hours from the time that the email said it was ready, to pick it out and put it on the shelf in the customer service area, right? In and out in 5 minutes hopefully! we'll see about that...

So I get to the store, go in, and present a printed-out copy of the email stating that it's ready for pickup, and the paper has my name, order #, etc. and also SAYS WHAT I AM PICKING UP. So there's only one guy at the register, and 3 people waiting in line. Fine, I'll wait a few minutes, no big deal. (even though there were 3 other employees in sight, who were standing around in a group talking to each other, and 2 empty registers in Customer Service, but we won't get into that) So finally it's my turn, I hand the guy the paper, and say I'm picking up an order. He says ok, glances at the sheet, and types some stuff in the computer. He asks me what I ordered. umm, shouldn't it say that on the computer? At the very least, I know it says that on the sheet I just handed you. I'm not gonna start throwing a fit, so I tell him it's an Ipod Touch 32 gig. He then turns around and looks at the shelves. There's no ipod there (I could've told him that already as I couldn't see it while I was waiting in line). So he goes and types a few more things in the computer, and then says "it's not on the shelf, I'm gonna have to go find someone to help you". Strike 1, it wasn't set aside, when the email told me it was, and you guys had an hour and a half from the time the store opened, to go get it.

So he walks away, goes to talk to the 3 other employees who are just standing around talking, and then comes back over to me and says "right this way". Ok great, now I can get it and get out of here. He brings me over to a random desk with a huge fat guy sitting at it (another employee who was not actually doing anything). Types some more stuff into the computer there, and prints out a sheet of paper that has stuff about in store pickup. it has a signature line at the bottom, he tells me to sign it and I'll get the ipod. I glance it over, boilerplate legal mumbo-jumbo, not liable for ___, giving best buy your first born, etc.... so i sign it. He then takes me back over to the customer service desk and mumbles something about unlocking. He gets back behind the desk (so I couldn't punch him?) and starts talking on the headset that all the employees are wearing. In the middle, he asks me again, what I'm picking up. Didn't I just tell you 5 minutes ago? And...aren't you still holding the paper that says what it is? Ipod touch 32 gig. So 5 minutes later, someone comes over and says to the first guy, yeah, we need someone to unlock the cage. he explains to me that ipods and similar expensive portable devices are kept in a small metal locker/cage thing right at the front of the store where the "asset management associate" (aka Best Buy Bouncer, aka guy who checks receipts) stands. what follows is a transcript of their conversation:

1: "so where's the key?"
2: "i dunno"
1: "well don't you have it?"
2: "no"
1: "does tony have it?"
2: "tony's not working today"
1: "what about ben?"
2: "umm maybe but I dunno where he is"
1: "isn't he answering on the mic?"
2: "nope, already tried"
1: "is he on break?"
2: "no his shift just started"
1: "is he in the shitter?"
2: "i'm not going in to check"
1: "neither am i"
2: "well what do we do?"
1: "go ask john"
{john turns out to be the Bouncer}
2: {yells over to Bouncer} "hey john, do you have the key for the cage?"
john: "nope, i'm not a manager"
2: "do you know who has the key?"
john: "maybe riley does?"
2: "ok thanks!"
2: {on headset} "riley, do you have the key?"
{inaudible static}
2: "can you come to the front of the store please?"
1: {to me} "what are you picking up again?"
me: {for the third time to the same person} "ipod touch 32 gig"

Strike 2, you have the memory of a goldfish.

So finally the person who actually DOES have the key arrives at the front of the store, and unlocks the cage. He gets the ipod out and brings it to #1 at the desk. He scans the barcode and gives me the ipod (finally) and says "you're all set". umm ok... on the paper (in the pickup email) it says you need to check my ID and the credit card that I used. "nope, we don't need to do that, that was the old procedure". (old since 2 hours ago? it clearly states I need to bring in my ID and credit card so you can verify) and where's my receipt? what if the Bouncer stops me as I'm leaving? what if i want to return it? Strike 3, no verification of who I am. I could've walked in there with a piece of paper that had gibberish written on it and a Best Buy logo at the top, and walked out of there (after half an hour) with a free ipod touch! or alternately, I could've told the guy that I was getting a 64 gig touch instead of 32. I would've had to tell him multiple times, but I bet I would be able to walk out with it!

whats the point of doing in store pickup if it would've been faster to just walk in the store and buy it?

I hate stupid people....