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New Member
Posts: 4
Registered: ‎07-12-2017

order delayed

I ordered a phone on 7/7 with the free two-day shipping.  The confirmation email said I should expect it to arrive on 7/11.  I got an email on 7/11 saying my order had been delayed, no reason given, and that my delivery date was changed to "within 30 days" (by 8/2).  The status is currently "Preparing," which sounds positive but is kind of overshadowed by the "within 30 days" message.

 

I would like to know the reason for the delay, and can I please get a more exact date than a one-month window?  I will be out of town for some of that time and unable to accept delivery for the package.  I am currently unable to cancel the order on your website, which I don't understand because the email I received specifically says that if I'm not okay with the delay, I can cancel the order.  If I can get it within the next week, I can deal with it, but if it takes too long I'll be out of town and out of luck.  I was really hoping to have it for this weekend.

 

Thanks for any information you can provide about my order.  Delays happen, but poor communication doesn't have to.

Posts: 2,430
Topics: 47
Kudos: 90
Blog Posts: 6
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Registered: ‎10-10-2012

Re: order delayed

Hello furretarmy,

 

Welcome to the forum. It would be disappointing to receive a notice that your order was delayed. It can be nerve-wracking if you're going out of town that it might arrive when you're not home. I'm very sorry this is happening to you.

 

After reviewing the order, it looks like some of the information you provided might not match the information your provider has; therefore, you should be receiving a call from our mobile team or if you would like, you can call our customer care line at 888-BESTBUY.

 

I hope this information is helpful, and please do not hesitate to let me know if you have any further concerns.

 

Thank you for posting here on the forum, 

Maria|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎07-12-2017

Re: order delayed

I changed my PIN yesterday evening after it was reported that Verizon can't secure their cloud servers and customer data was released publicly, but that was after I was supposed to already have the phone in my hands.  I don't understand why I wasn't contacted about this sooner.

 

I'm often unavailable to answer a call, and I don't have time to wait on hold for hours.  I ordered online to save time.  If you can't get a hold of me via phone and there is no way to resolve this via computer, will the order eventually just be cancelled?  If you could tell me when to expect the call, I might have a better chance of being available to answer.

 

Thanks for your response.

Posts: 2,430
Topics: 47
Kudos: 90
Blog Posts: 6
Solutions: 109
Registered: ‎10-10-2012

Re: order delayed

Hello furretarmy,

 

Thank you for your response. Regrettably the team that works on reaching out to you does not have a schedule so I would not know when they would call you. I'm sorry for any inconvenience. 

 

Thank you, 

Maria|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎07-12-2017

Re: order delayed

Do you know how much time they have to contact me before my order is cancelled?  I can only assume it gets cancelled if they do not get whatever additional information they need after a certain period of time.

 

I do appreciate that you are responding quickly, but I admit that I don't have much hope for them after browsing this forum.  If by the time they call, it is too close to my departure from town, I will just ask them to cancel the entire order.

 

I did try calling, but the hold time was too long.  It would take me less time to drive across town to a Best Buy that, according to your website, has one of these phones in stock.  So I will just wait for them to call me and hope I'm available at the time.  I give it about a 10% chance I will actually get this phone.

 

Thanks again for your help.

New Member
Posts: 4
Registered: ‎07-12-2017

Re: order delayed

Why did you tell me I would receive a call to solve the problem with my order?  I never did, and today my order was cancelled with no explanation provided in the email.  Despite my frustration with the situation, I was willing to give Best Buy the benefit of the doubt and try to complete my purchase.  I was keeping my phone with me when i normally wouldn't so I wouldn't miss the call.

 

I cannot just repurchase the item.  First, the price is significantly higher now.  Second, I still don't know what exactly was wrong with the order, so the same thing could happen again, wasting even more of my time.  Best Buy should want me as a customer.  I shouldn't have to try this hard to give you my money, and now I won't.

 

You are probably a decent person and might have been given incorrect information to pass on to me or perhaps instructed to lie to make me think something would be done, but my use of this forum has been completely pointless and I do not feel I received the help I needed.

Posts: 2,430
Topics: 47
Kudos: 90
Blog Posts: 6
Solutions: 109
Registered: ‎10-10-2012

Re: order delayed

Hello furretarmy,

 

I'm sorry to hear your order was cancelled, and I can definitely understand you being upset. The information I provided you was from our internal team who handles mobile issues. After reviewing the order it looks like they were unable to activate your phone. This is something you would have to resolve with your carrier. Again, I apologize for the disappointment this has caused. 

 

Sincerely,

Maria|Social Media Specialist | Best Buy® Corporate
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