I got one and ordered something for pickup when I was near a BB on Thursday. I got to the store and there were roughly 20 people in the customer service (return) line (estimated at a half hour or more). The person at the counter where they check to make sure you have a receipt told me I had to go to the service/pickup counter, so I did, where some service moron told me to go stand in the line with the other 20 people. I said yeah right so I went and tried to get a better answer from the guys at the counter. He then called someone in the warehouse and after about 10 minutes (we went shopping elsewhere in the mall) I went back to the store and my blue VMU was waiting for me. But wait, I now had to go check out, even though I thought I had already paid for it online. The guy told me to go stand on the normal register lines, which were only 5 or 6 deep. I then found a manager, and this moron tells me I DO have to stand on the customer service line, and she doesn't care that it's long and she won't take care of it for me. My wife stayed on the register line, finally got to the cashier and the cashier of course does not know what to do. He calls for the manager on duty, and no one comes to the register (the woman I had dealt with walked past a couple of times without doing anything). Meanwhile, I go out and find a payphone and ask whether I get the coupon back if I cancel the order without picking it up (I do not have a Best Buy closer than 30 minutes from my house and I was not going to be back at this one in the next couple of weeks), and they told me yes the coupon would go back in my account, so I was heading back into the store to collect my family and leave, and lo and behold my wife had found another manager (inventory manager, as opposed to the operations, aka front end manager that this woman was) and this person was willing to help us. Of course, he didn't know how to ring up the order, but he got help from someone, and we were finally out.
I think that the Bestbuy.com people are major league idiots for doing this promotion right after Xmas, knowing that most people would do in-store pickup to avoid the shipping charges and then having to put up with the return lines at customer service (the manager who did ring me up pointed out that 360 days of the year, that line would be shorter than the cashier line). They should have waited until New Year's, or offered free shipping with the $5 coupon. And I will be sending mail to BB complaining about the operations manager who refused to help me avoid the line.
Bill