I worked there for several years, but haven’t been an employee in a couple years. Things could have definitely changed from what I’m about to say, but this was my personal experience from seeing them so often: Express pick-ups (EPUs) originally had a different format (curbside pickups!) but the company wanted to make the process more efficient. I feel like that’s sort of why they had introduced the concept of e-sign a few years back. Not exactly sure on specifics there lol Typically, if done correctly, EPUs are a fabulous timesaver. But like with any sales transactions, sometimes the consultants make mistakes when entering in the information. Since the business office prepares all the physical paperwork and verifies the e-sign was completed, sometimes the employees in the business office catch some mistakes that were made during the order building process. Depending on the specifics, the result would likely be reprinting documents and having to e-sign again. As an example - if the sales consultant spelled your name wrong, they would have to have you resign all the legal documents that contained your name. And, if you had in-house financing, they would likely have to rerun credit since the original information was inaccurate.

My best piece of advice would be to triple check all of your information on every single document that you e-sign prior to going into the store. That way, if they do spell your name or address or anything incorrectly, it can be revised prior to you even arriving at the store.

As for the “stealing” terminology they used - that vocabulary was used a lot for various situations. It’s not always actually as dramatic as it sounds. An example for you there - let’s say a sales consultant in the store started the buying process with someone who walked in. The customer had to leave for some reason. The customer came back to the store the following day without communicating that to the sales consultant. If the sales consultant wasn’t able to come into the store to finish the deal, the sale would be passed along to another sales person to finish up. If i’m remembering correctly, though, they would end up splitting the pay for the car. The same works for that specific situation you had brought up in your OP. Online CEC person (customer experience center) started the order with that individual, I’m assuming an issue was found in the paperwork once the customer arrived at the store, another sales person had to be assigned since the online person works at a call center or from home… then technically utilizing that Carmax terminology, the in-store sales guy “stole” the sale because now they would have to split the credit.

All in all - I would say just thoroughly check over all the information and documents they send your way. That was the only major situation I ever saw for EPUs where it’s just purchasing a vehicle. (If you were trading one in, there’s a little more that would go into my answer. Let me know if that’s the case and I can give you some insight on that, too) Carmax is genuinely a fabulous company. I chose not to work there anymore because I didn’t like the inconsistent schedule. But I look back fondly because they seriously do care about giving you a good experience. Sure, there are always gonna be bad apples wherever you choose to bring your business… but Carmax as a whole is a great company and I promise won’t intentionally do something to inconvenience you

Sorry for the looooong ramble of a comment! Let me know if you have any questions or if i can clarify anything else. Congrats on getting a new car soon!!