BestBuy.Com

[nidiam]

I bought two blackberry in the presale's on Thursday, and sent the order confirmation, I received an email today from bestbuy where they tell me I have to wait 2 weeks for delivery and call and said no problem, around 4 hours they sent me another email telling me that my order has been canceled, and why? cough Results Have Canceled Orders This type of tablet that best buy to comply with the requirements for the sale, so I said to costumer services, said that in the mail and told me that I get to give something like canceled and the product offered lenovo me I can not believe that a company of such good standing failing in its quality and service .. And finally my money I would not return until the 3rd of December
  I steal are doing,

[sjohnson3898]

I ordered blackberry playback on 11/25@ 12:54am. I got order confirmation, then backordered email, then last night email for order cancellation. Backorder email said that they would find other store with this item in stock., similar in-stock, or I could cancel my order. I did not cancel my order. They cancel this order for me without me knowing. They charge my credit card before they even shipped it. That is not right. This false advertisement by bestbuy. I am very upset.

[jfranco]

advise all to go to www.BBB.gov and file a complaint. I just did that.

[pcshanpc]

It's a horrible experience with BestBuy... The sequence of events leading to more and more frustration & on top of that their customer service manager hangs-up on you.

1) Cancelling In-Store Pick-up Order

I ordered a 16GB playbook on 24rd to be picked up at a store.... and on 25th I got an e-mail saying

The item you ordered is not available for pickup at the GERMANTOWN MD Best Buy store #819. If you still want this product, call us toll-free at 1-888-BEST BUY (1-888-237-8289) to check product availability at a different store or to have the item shipped via free standard shipping.

It's completely ridicuolous as the order was accepted, because the store had the playbook in stock.  However I understand it could be an issue with their inventory systems...

2) Accepting the Online order & confirming the order

I managed to find it available online on bestbuy.com again on 25th & placed an order. And after few hours i got an e-mail stating

The Item listed below is not yet available to be shipped. We expect to ship it within the next 1 - 2 weeks. We will ship the item sooner if it becomes available.

3) Cancelling the order

And on 26th evening 5pm I get an e-mail stating the cancellation (but without ANY reason for cancellation)

There's been a change to the status of your order. The credit card (or other payment method) used for this order has been credited.

4) Customer Service Hangs-up after a longgg hold time

When I called the customer care, I was first transfered to online order support, after a 35 minute hold time I spoke to a rep, who said the order was cancelled due to fraud alert. She then transferred me to their fraud department (transfer code 112). After anther 25 minutes of hold time, I spoke to another rep who said "It's not related to fraud and I don't know why it's cancelled".

And I requesting speaking to a manager and her manager came online (surprisingly within a minute). He has mentioned that "The reason may be due to the stock availability" and he was mentioning as if "it's a matter of fact". And when I mentioned that it's not one of the good ways to treat your customer orders, he just hung up on me.

I'm going to follow jfranco's note and will complain to  www.bbb.gov and in addition, I also suggest we will start a "#BestbuyCancelsOrders" campagin on twitter.

[Disappointing]

Best buy seems to be upsetting alot of people in one day.  I experienced the same thing --- got the backorder email, got an email from my bank that card was charged....I did not dispute it because I was okay with receiving my order in the 1 to 2 weeks as advised by the backorder email. Then I got an email saying order was cancelled.  I called Customer Service and the rep said she saw something on the file about "fraud" ---- um??? What?! What about fraud?  Then she said I could re-order the item.  The item that is unavailable on the site and definitely NOT at the same price. 

Is it that they are out of stock and don't want to meet their end of the contract?  I can't possibly imagine why so many people are having this problem. 

Will they fix it? Or are they okay with having so many dissatisfied customers? 

[Disappointing]

thanks jfranco --- will do as you have suggested

[jaromski]

same thing happened to me

I ordered online a 16gb blackberry playbook for $199 last Black Friday. I actually ordered 2. I got the order confirmation through email the same day. The following day, Saturday morning, I received another email saying my order was back-ordered and will probably be shipped in 1 or 2 weeks. However, Saturday evening, I received another email saying my order was cancelled and it didn't state the reason why. I called Best Buy to verify. Unfortunately, after being hold for at least 30 minutes, the representative was unable to answer as to why my order was cancelled. I was told to wait for a call back.


This is really disappointing on my part. It is like I physically and patiently lined up outside the Best Buy store to get my picked item, paid for it, and just to be taken back saying there was a mistake.
If there was no more item available, Best Buy should not post it as still available. It makes customers hope for nothing. I even bought a blackberry case for my playbook and now what am i suppose to do with it.

[tommy777]

I also had my Blackberry Playbook order canceled along with many others. I went and bought the item at bestbuy.com early on Friday the 25th as it was offered there. After a couple of hours, I got an email that the order was out of stock, but would ship in 1-2 weeks. Fair enough, it was a Christmas gift. So I canceled my shopping trip out to get the item from one of the shops offering it. (Staples down the street from me was one of them). I was charged and also used a substantial reward zone credit to pay for it that has not yet been refunded.

Late Saturday, after all Black Friday sales were long gone, I got an email stating my order had been canceled, but with no reason why.

I tried to call Saturday night and twice today, but the phone keeps getting disconnected after holding for about 40 minutes.

This is really bad business practice and not the Best Buy I know. I've been shopping all of my electronics (except Apple) from Best Buy for years and I realize you can sell out, but completing a purchase online and not canceling the order till all sales are over, is inexcusable.

I will call in a couple of days when things have blown over to see what they say. If they tell me to pound sand, you're not going to see me at Best Buy any time soon

[jaromski]

can somebody update this forum what happened with escalating this case to BBB thanks