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New Member
Posts: 6
Registered: ‎01-06-2018

My online orders keep getting cancelled

Like many other customers my online orders keep getting cancelled.  I’ve ordered online many times in the past and now two seconds after I’ve placed an order it is cancelled.  I called my credit card company, they show no recent transactions from Best Buy and there are no freezes or blocks on the account. Super frustrating.

 

Please help!  

New Member
Posts: 6
Registered: ‎01-06-2018

Re: My online orders keep getting cancelled

Six days and no response, what fantastic customer service.  Lucky for me I found what I wanted to purchase elsewhere, online, with the same credit card I was trying to use for the Best Buy purchase.  No problem there. Best Buy lost a $1,000 sale and any further purchases from me.  Ironically, a few days after Best Buy cancelled my purchase they sent me a survey about my purchase. Of course I gave them a 0 rating on scale from 0-10.  Best Buy has a serious problem with BestBuy.com and if they keep ignoring it they will continue to lose business and jobs as a result.  If this happens it is their own fault.  Moral of the story don’t bother with Best Buy.com or thief customer service. Neither works.

Posts: 901
Topics: 10
Kudos: 86
Solutions: 41
Registered: ‎10-19-2017

Re: My online orders keep getting cancelled

Hello JuliaR,

 

Thanks for asking such a great question. We’re playing a bit of catch up from the holiday season so haven’t been able to answer customers as quickly as we would like.  I’m quite sorry about any inconvenience the delay in reply may have caused.  It would be super frustrating to have my orders cancel if I wasn’t sure why it was happening so I would be happy to take a look at your particular situation. 

 

Generally speaking, there can be a few reasons for an order to cancel so it's hard to say exactly what's happening without seeing your orders.  It sounds like you’ve taken some great steps in trouble shooting by calling your bank and making sure that the card isn’t having any difficulties on their end.  Typically, that is one of the first things that we suggest customers check. Some of the most common reasons for an order to cancel beyond there being an issue with the card would be entering incorrect shipping information or billing information. You can take a look at the Knowledge Base article here for some more information as well. 

 

I’m sorry to hear that you’re no longer interested in making any purchases at Best Buy, but if you would like me to take a further look into this I would be happy to do so.  For me to do that, please send me a private message with your canceled order numbers and your phone number for verification. You can send that information in a private message by clicking on the blue “private message” button in my signature.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎01-06-2018

Re: My online orders keep getting cancelled

I appreciate your response however your assumption was incorrect. My shipping information was correct, I’ve ordered from Best Buy before NOTHING has changed with my address. I’m not stupid, there is nothing wrong with my credit card or shipping address. There is CLEARLY a problem with YOUR system.  In fact I had selected the pick up at store option.  It’s no skin off my back that the order was cancelled since I’ve now purchased my products elsewhere. However, if you don’t want to lose any MORE customers, sales and a job  you should elevate the problem with your online system.  Best Buy is getting daily posts about the same issue but it seems no one cares. Good luck.

Posts: 901
Topics: 10
Kudos: 86
Solutions: 41
Registered: ‎10-19-2017

Re: My online orders keep getting cancelled

Hello JuliaR,

 

Thanks for your feedback about your belief that there is an error with the online system that is causing your orders to cancel.  As I mentioned previously, I would be happy to take a further look into your canceled orders to see why they may have canceled. In order for me to do that I will need the following information: 

 

•    Your canceled order numbers
•    Your phone number

 

Regards,
 

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!