The latest fad in Internet customer service is to promise super fast delivery of any order placed online for in-store pickup, or you get some money back as compensation.
Best Buy, Sears and Circuit City all offer the guarantee, but the details vary greatly.
Store Pickup Guarantee
Ready at the counter or $10 off your order.
Order at BestBuy.com® and we’ll have it ready in 1 minute after you present your confirmation email or you get $10 off. (5 minutes for larger items)
Choose BestBuy.com Store Pickup and wait for your email confirming the pickup is ready. Present your confirmation email or a valid order number to the Customer Specialist at the BestBuy.com pickup counter, and in 1 minute we¿ll have your order prepared for pickup. Larger items, such as Major Appliances, Furniture and TVs over 20″, require up to 5 minutes. If we fail to meet our promise, we’ll credit your order up to $10. One minute starts after you have presented your photo ID, purchasing credit card and your confirmation email or valid order number to us, and when Best Buy enters your order number into our computer system. Best Buy will track the time, which will end when you have the product in your possession. Wait time in line and the time to print your receipt not included. All credits will go back to the credit card or Gift Card used on the purchase. Orders less than $10 will be credited up to the amount of the purchase. Eligible only for customers who present their confirmation email or a valid order number at the counter. Orders where non-physical credit cards are used as payment (including but not limited to virtual or one-time use credit cards) are excluded from the guarantee. See a Customer Specialist for details.
*MOUSE PRINT: None!
*MOUSE PRINT: See frequently asked questions
Circuit City’s ambiguous policy is the most confusing because it may really offer nothing to the shopper unless they cannot find your item at all. Say you order on Saturday evening, and go to the store Monday to pick it up. Clearly 24 minutes have long since come and gone based on the time on your email confirmation. You go up to the counter, hand in your paperwork, and then what? Should the item be handed to you instantly because it is still on the conveyer belt since Saturday? More likely, it is going to come down the conveyer after a few minutes, or you will be asked to go to the large item pickup area, where again you will wait while they fetch your item. Does that qualify for compensation under the guarantee? The store will probably deny your request.
In short, each chain has a very different policy and you might expect a bit of fight in some cases to get them to part with the money or gift card if they don’t comply with their guarantee.
Finally, don’t forget to take your stopwatch!