Same thing happened a few months ago for me. My phone bricked out of nowhere and I needed a new one ASAP. I had to go track down someone in the fucking appliances section because the three 25+ year olds in the phone section couldn't be bothered to stop chatting with each to let me ask them a question about whether they had the phone the wanted.

Appliance lady dragged one of them away from their riveting conversation for me only for me to get the blankest look in the goddamn world when I asked the guy if he would mind checking their stock for a model that wasn't on the floor case (they had a display model but no space for purchasable boxes of said model, it was confusing!). I was then told they've never stocked that model, in spit of the Best Buy website saying they did.

I was ready to buy a phone right then but it's like BB goes out of their way to make buying anything fucking impossible. I paid $40 more on Amazon plus one-day shipping to have the next day. If it's not the employees ignoring customers or being astoundingly ignorant then it's their systems flat out not listing or listing things they don't carry or have. Similar shit has happened when I needed a laptop for school on very short notice and multiple times when I set out to buy modems or routers and wanted specific models.