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Registered: ‎04-02-2017
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Got charged $20 extra for something that is supposed to be free

I preordered destiny 2 digital deluxe edition and i got charged $20 extra for the early beta code when i saw online that it was supposed to be free
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Posts: 11
Registered: ‎04-02-2017

Re: Got charged $20 extra for something that is supposed to be free

Same here. I luckily managed to get one of the collector's editions ordered, but in my rush to secure the order I placed it for pickup at the wrong store. Afterwards, I attempted again and managed to get a preorder at my preferred store. So that Bestbuy didn't cancel the wrong order for ordering more than 1, I manually canceled the order at the wrong store. I didn't attempt to modify my first order because I know stupid things happen with bestbuys ordering system and didn't want to get my very difficult to obtain order canceled because there wasn't stock at my preferred store.

Anyway, I canceled the first order and was charged $20 for the free beta code they emailed between my placing and canceling the order. Pretty confused and would like some info about what's going on.
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Registered: ‎07-27-2015

Re: Got charged $20 extra for something that is supposed to be free

Hello MlxRezZ and sohjsolwin – 


Welcome to our forums and thanks for your pre-orders. Your concern with seeing an additional charge related to the Beta access you were expecting to be free is definitely understandable, and something I’ll be happy to look into and advise you on. 


@MlxRezZ I was regrettably unable to locate your order using the information you registered with our forums, so I haven’t been able to look into your order to see why you were charged. Please send me a private message with your order number so I may look into this for you. To message me select the blue button in my signature below.


@sohjsolwin I was able to locate and review your orders, and will be happy to explain what happened here. As called out in the Bundle or Promotional Discount Items section of our Return and Exchange Promise “If you return an item bought as part of a bundle or with a promotional discount and you do not return everything - not to worry. We will reimburse you for what you do return, minus the value of the discount or freebie.”  In this case the Beta Access code is a digital item, which is final sale and nonreturnable under our policy.


Because you canceled your order after your digital Beta code had already been fulfilled, which can’t be returned or deactivated, the system automatically charged you its value in accordance with our policies. I do apologize for any disappointment this may cause, but because we cannot return or deactivate the digital code you were already provided we’ll not be able to provide you with a refund for its value. 


Regards,

Michael|Social Media Specialist | Best Buy® Corporate
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Posts: 11
Registered: ‎04-02-2017

Re: Got charged $20 extra for something that is supposed to be free

@Michael-BBY while I think 20$ for a beta code is extremely excessive (who set that price? Bungie or Best buy?), I understand the policy, though I believe there should be a larger notification on the cancel order screen. If I had known that at the time, I would have kept the order. If you can uncancel my first order, I'll just buy two, after all, I've already paid 10% of it for an unneeded duplicate beta key.
Posts: 3,261
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Registered: ‎07-27-2015

Re: Got charged $20 extra for something that is supposed to be free

Hi sohjsolwin – 


Regrettably once an order is canceled it is unable to be reinstated. If you’d like to purchase a second copy you’ll need to create a new order to do so. 


Regards, 

Michael|Social Media Specialist | Best Buy® Corporate
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Registered: ‎04-02-2017

Re: Got charged $20 extra for something that is supposed to be free

@Michael-BBY if I place a new order, can I do so without receiving another now unnecessary beta code and reclaim the 20$ I've already paid towards the new order?
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Registered: ‎07-27-2015

Re: Got charged $20 extra for something that is supposed to be free

Hi sohjsolwin – 


Unfortunately what you described is not something we’ll be able to provide, as digital content are nonreturnable under our Return and Exchange Promise.

Michael|Social Media Specialist | Best Buy® Corporate
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Re: Got charged $20 extra for something that is supposed to be free

I understand that. I don't want to return it. As you've pointed out several times, I can't.

Instead, I want to purchase another copy of the standard edition of the game, have you NOT give me a beta code for that purchase in lieu of the one you've already sent me, and use the 20$ towards that new purchase, sans beta code.

You also never answered the question on who sets the price for that beta code, Best Buy or bungie?
Posts: 3,261
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Registered: ‎07-27-2015

Re: Got charged $20 extra for something that is supposed to be free

 

Hi sohjsolwin – 


No, what you described is not something we’re able to do. We’re also unable to discuss or comment on any potential vendor agreements or internal business decisions.

Michael|Social Media Specialist | Best Buy® Corporate
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Re: Got charged $20 extra for something that is supposed to be free

So effectively, no preorder of destiny 2 is cancelable outside of a very narrow window without incurring anywhere from a roughly 10% fee (collector's edition) to a 33% fee (standard edition)? I think that should be listed in extremely bold print on the page. Also, would you be so kind as to point out anywhere on the Destiny 2 listing page that I would have been able to see the $20 you're charging for the "Included Free" beta code? Prior or ordering or canceling?