Best Buy & Geek Squad Policies

[jocelyn7777]

I've never encountered this issue before, but I placed an order with best buy, and then looked at the email confirmation/receipt, and realized... I got charged full price for the TV I ordered, not the sale price as advertised.  The only thing that I can figure is that because I wanted to pick the TV up rather than have it delivered, I was charged full price.  I charged the order, and didn't realize the difference because I was buying multiple things (the TV, the mount, the surround sound, and the geek squad service to hang the TV) until I received the confirmation and looked at the total.  Then I was astonished it was $700 more than it should have been.

I went straight to cancel the order, and it let me cancel everything but the geek squad service.

Then, when I went to re-order, it declined the Best Buy Credit card.  When going to the Best Buy Credit Card site, it shows that most of my credit is tied up, but does not show any charges (actual purchases).

I can only hope this is just some glitch with the pre-authorzation.  I spoke with a Best Buy Customer Service Rep, and they said to call back tomorrow during normal hours to get them to three way the HSBC Credit Card people to get them to drop the authorization, since the order was cancelled.

This seems like a major hassel for an order where the purchase was not completed.

Really, this is making shopping with Best Buy a nightmare.

I am seriously thinking about buying the TV somewhere else that will price match, and getting everything else there too.

Is there a reason that pre-authorizations are not dropped after 24 hours, if the charges never go through for the order?

I mean really?

Hopefully, the Customer Service rep did not send me on a wild goose chase to call again tomorrow when everyone else will be trying to get their problems solved.  And, why can't Best Buy just contact HBSC their own credit card company, without me on the line to ask the pre-authorization be dropped?  After all, Best Buy is the one pre-authorizing it anyway, not me.

[APR28]

Pre-authorizations usually drop off in 2-3 days from credit cards. Most credit cards are the same way.

[Ryan-BBY Community Connector]

Hello jocelyn7777 -

Melissa from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Melissa-BBY Community Connector]

Hello jocelyn7777,

Discovering that the order you had placed was $700 higher than it should have been, must have been quite a shock to you. I am sorry to read that the TV did not discount as expected in your first order, and that you had some difficulties placing the order again due to the authorization that was placed on your account.

With any BestBuy.com order placed with a debit or credit card, an authorization is put through on the card to verify the funds are available before the order proceeds into the processing phase. This authorization will remain on the account until the order is charged, the expiration date set by the bank has passed, or if an order is cancelled. Due to the processing of a cancellation, there may be some delay from the time of cancellation, before the bank receives this notification and removes the authorization on their end. The actual charge will not go through until your item ships, is picked up at a store, or a delivery date has been confirmed with the warehouse.

In this case, if the TV did not package out as it should have, it may have been best to contact our BestBuy.com team to determine if they could get the pricing corrected, to prevent any issues with the ordering. I do understand however, wanting to get this corrected as soon as possible, and therefore cancelling the order while you could, as I possibly would have tried the same thing.

I did take a look into this further and I was pleased to see that it had appeared that the authorization was removed and you were able to get the order placed again. I hope all goes well with the delivery and mounting and that you enjoy the new TV. If you do have any additional questions or concerns regarding this, please don’t hesitate to let me know.

Sincerely,