BestBuy.Com

[MisterPolygon]

Dear Customer Service Representatives,

In late October, I participated in Best Buy's deal of Buy 2 videogames, get 1 free. Since my local store did not have the three games I had wanted, I went and made the purchase online. I was not informed until well into the order process that the games I wished to purchase were backordered, however I felt this would not be a problem. At the time I had ordered Dead Space, Bioshock, and Star Wars: The Force Unleashed, all for XBox 360. Dead Space ended up becoming the "1 Free" game when the order was processed. I had also used a Reward Zone Certificate valued at $10, which was split proportionally by cost between the two paid games. What resulted from this online order was the following:

For Deadspace and Bioshock, I noticed on other trips to Best Buy that they had become available in store, while still remaining on backorder for myself. I managed to switch these via calling Customer Service to in store pick-up, and received them in early November. I should not have had to have done this. If a local Best Buy store can receive shipment of a specific game when they are out of stock, I should be able to receive shipment of my order as well in a similar timely manner. This however is not my main problem.

On November 25th, I received an email concerning Star Wars: The Force Unleashed, that my order would be canceled in five days. This presented several problems.

One, I tried to contact Customer Service via telephone, however due to the large caller volume over the Thanksgiving weekend, I was unable to get through to an actual Customer Service representative. On Sunday I tried emailing customer service, only to receive an automated response that should I wish to modify or cancel an online order that I would have to call Best Buy Customer Service. So I did. Eventually, this morining at 1 AM EST I managed to be informed by someone that the particular department I was trying to reach at Best Buy's 24/7 Customer Service center had in fact closed at 12 AM.

Secondly, according to your own fine print, if my online order is canceled for Star Wars: The Force Unleashed, I will have voided the Buy 2 get 1 Free deal, and end up having to pay $20 for Dead Space, which I had already picked up earlier in the month of November. I don't have a real option to return it, as I had already opened the product, not anticipating this sort of debacle occuring. In addition to this, I also feel that I am going to lose whatever value of my Reward Zone Certificate that was used towards Star Wars: The Force Unleashed.

Thirdly, I could extend the backorder, however, BestBuy.com is no longer showing Star Wars: The Force Unleashed available for sale for XBox 360, only Star Wars: The Force Unleashed Ultimate Sith Edition, which leads me to believe that Best Buy does not intend to ever restock the original. Which means for me that extending the backorder is only delaying the inevitable cancellation. 

I have several options that I am willing to consider in resolving this issue if only I could get in contact with an actual Customer Service Representative. Thank you for your time, and I hope to hear from you soon.

[MisterPolygon]

In case this is not being replied to because a more concise post is needed:

A videogame I ordered online is about to be canceled. I would like to modify my order in such a manner as to not void the "Buy 2 get 1 Free" deal that the order was a part of.

[Dorothy-BBY Community Supervisor]

Hello MisterPolygon -

I have asked Aaron from our Community Connector team to reach out to your regarding your B2G1 free concern.  I appreciate your continued patience!

[Aaron-BBY Community Connector]

Hey MisterPolygon,

I can imagine how anxious you must feel to receive your copy of Star Wars: the Force Unleashed, especially if you’ve been waiting since October for it to arrive.  Although I do not know why you would have encountered any difficulties reaching our website support staff – or why an alternative solution would not have been recommended – rest assured that I’d be glad to help you out.

I would like to take this opportunity to gather some additional information from you, so please keep an eye on your private messages.  You can check your private messages by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.