BestBuy.Com

[mds54]

I placed an on-line order at 10:30pm PST. Fifteen minutes later I realized that I needed to remove one of the items in my order. I called "24 hour" Customer Care twice to change the order, but I was told both times that the offices were closed and I could do nothing until the morning. There is no mechanism on the website to allow the customer to change (not cancel) the order. So I called Customer Care first thing in the morning and they told me that it was too late to change the order! What else was I supposed to do??? I followed all the instructions, I called immediately, and I even sent two emails. BB evidently does not allow for changes to be made to an overnight order, even if it is attempted immediately after the order is placed! Other on-line stores allow the customer to make changes to an order within a few hours. BB does not. That is unacceptable. Store return is not a viable option as I was told that it might not be accepted at a store. So, all I'm asking for is a credit back on my card for the one item in the order that I wanted removed. Otherwise, I feel I can never trust BB again if there is an error with an on-line order. BB: this is not what you want to do to your long-time loyal customers, especially in this economy!

[Wanting2Help]

mds54:

I definitely apologize that you weren't able to change your order.  However, most purchases that you made online can be returned to any BBY store, the only items that you wouldn't be able to return are those that are considered "in home delivery," for example a television or appliance.... those items that you do not need from an order like that would simply be refused when the deliver arrived.  As for everything else the store itself may not be able to put the product back into their inventory.... however they will just ship it back to the warehouse that it came from.  Hope this helps!

[hockeycanuckjc Trusted Contributor]

If you see in my post history at a previous posting of mine ,the policy states you can cancel an order within an hour of placing it, but it has to be done on the phone .

[mds54]

Thanks for the reply.

The items purchased were CDs.

[mds54]

Thanks for your reply.

As my post states, I wasn't trying to cancel; only modify my order (remove one of several items.) And you can't do anything over the phone if it's late night and the BB offices are closed, as they were in my case. That's my point.

[Jason-GS · Accepted solution]

Hi mds54,

I certainly apologize that you were unable to make the modification you needed, especially when calling immediately.  Our BestBuy.com support center is in fact operated 24 hours a day, so I wonder if possibly you were misdirected to the wrong department when you called.  I see that your entire order was delivered already, but I have taken some action to hopefully make this situation right for you.  Please check your private messages in the envelope at the top of the page for more information.

Thanks for writing!

Agent Jason

Geek Squad® Community Connector

Go Ahead.  Use Us.

[mds54]

Update: I just wanted to let everyone here know that Agent Jason took care of my situation, even beyond my expectations. This superb customer service followup is greatly appreciated, and will keep me coming back to BB again.