Add Product

Search Results:

Reply
Member
Posts: 16
Registered: ‎07-22-2015

Switch Pre-Order Cancelled

Good morning - 

 

I received an email this morning saying that the card which I had used to pre-order the Nintendo Switch was not able to be authorized.

 

I checked my online banking and saw that there was more than enough in the account and I even added additional money just to be sure.

 

I tried again and the account was still not able to be authorized.

 

I contacted my bank - Turns out they have had a system outage this morning which has effected accounts, rendering them unable to be used. (Good thing I wasn't out and about and needing to fill my car with gas..)

 

They said the issue would be resolved, however in the meantime, Best Buy said I tried to authorize my card too many times and cancelled the transaction...

 

I know this is a stretch, but is there any way that cancellation can be reversed?

 

Technically, I should have 24 hours to come up with a solution for payment before my order is cancelled, and we're well within that time frame..

 

I write for a gaming website, so I really need to see what we can do to reverse this cancellation, as I need to have the Switch for work..and the failure for the card to authorize really was not my fault..

 

Please PM me for further details that can help..

 

Thanks for your time.

 

 

Regular Member
Posts: 35
Registered: ‎02-26-2017

Nintendo Switch Order Auto-Cancelled

Hey guys,

Hoping someone can help. I had preordered the Switch on Jan 13th, the charge was debited from my card and then released a week or two later. I noticed last week my order now showed a failed to authorize notice. I called customer service who stated the authorization went through and it should be fine.

Today, at 12:30am I received an email from Best Buy stating the order was cancelled because the payment could not be processed, contradicting what I had been told over the phone on Wednesday. I never received a previous email asking to update or check my payment before it was cancelled. After waiting on hold with my bank, they said the charges should have gone through and weren't sure why it wasn't processed.

So the ball is back in this court. Is there anything that can be done besides telling me good luck finding one without a preorder? I know reintating an order is like asking for a miracle, but perhaps an exception can be made?

Thanks for any help
New Member
Posts: 4
Registered: ‎01-14-2017

Re: Nintendo Switch Order Auto-Cancelled

My order also got cancelled. Even though I had more than enough sufficient funds in my card. It failed authorization and got a text for it.. When I tried to reuse the card.. Still would not accept it. Not 5 minutes later my order was cancelled..

Regular Member
Posts: 35
Registered: ‎02-26-2017

Re: Nintendo Switch Order Auto-Cancelled

I just found an old thread back from Oct 2016 in which the exact same thing happened to a customer with a PSVR order. A representative posted this response:

"Hello

Welcome to the forum and thank you for being a loyal Best Buy customer. All our specialists, including me, are located at the Corporate office so you have reached the right place. After so many security breaches, banks are really working hard to keep the personal information of cardholders as safe as possible. Unfortunately, this also creates situations where they lock down our accounts at the most inconvenient times, and I'm very sorry to hear that your order for the PlayStation VR was cancelled due to issues with your credit card. It is a very anticipated product, and I can completely understand your frustration.

Regrettably, as mentioned, we are unable to reinstate the order. The only option at this time would be to create a new order. Also, as you are aware this product is backordered at this time; therefore, I recommend visiting your local store when they are available again to purchase it in order to avoid any further issues.

I truly apologize for any disappointment this has caused.

Thank you,"



Now if this is the exact uniform answer I can expect to my problem, why is it that BestBuy.com accepts preorders for consoles or items over a certain dollar limit that cause these fraud alerts? Obviously this is a reoccurring issue and will just cause further inconvenience. There is a massive disconnect between what customer care says versus how the company actually operates. Even Amazon offers their customers some form of consolation for their troubles.

I'm also curious how a preorder can be accounted for, then cancelled and not be available for to be recreated in another order. Does my item vanish when cancelled or does it return to the system?

Please forgive any displayed passive aggressiveness, as I'm obviously frustrated with the situation. This was intended to be a gift for my child.
New Member
Posts: 7
Registered: ‎02-26-2017

Re: Nintendo Switch Order Auto-Cancelled

The same thing happened to me. I received an email at 12:30am today that my order was cancelled with no notification and no knowledge that they would be charging a week before it was supposed to arrive. This is extremely frustrating given how hard it is to secure this product. I have been a loyal customer to Best buy for years, this makes me never want to shop there again.

Member
Posts: 18
Registered: ‎02-26-2017

Re: Nintendo Switch Order Auto-Cancelled

I just came here to confirm that the exact same thing happened to me as well. As I was *asleep*, I had no way of approving the overnight fraud alert, and woke up to an email indicating my order had been cancelled.

This already following pre-authorization nonsense back when I initially preordered, that left my account temporarily overdrawn.

I'm expecting a canned response, as Best Buy is notoriously unhelpful in situations like this regarding pre-orders, but here's what it comes down to:

Corporate NEEDS to consider the tremendous frustration that this archaic preorder system is causing for customers and replace it.

Without a timeline in place and without warnings - while being the only company that offers preorders on video games that suffers from these specific issues - your customers can't know how to even address a preorder so that we can actually received the product offered us.

We just want to give you our money. Why does corporate insist on utilizing a system that makes it impossible for us to do that?

And this isn't a bank problem. This is a charging-customers-unethically-before-shipping-dates, rolling-preauthorization, strictly-business-model-side problem. The bank is doing their job. Best Buy is the ones charging me for hundreds of dollars in the middle of the night so that it looks like fraud.

And after my preorder was cancelled, it doesn't even appear to have gone back up "in Stock" so I could re-order - I've no hope of reordering, probably anywhere.
But you can bet that when I do get the chance, it won't be at Best Buy.
New Member
Posts: 3
Registered: ‎02-26-2017

Re: Nintendo Switch Order Auto-Cancelled

Same here.

 

It happened to me at around 6:15a EST on a Sunday, when no one could be contacted about it - Best Buy's customer service chat (which is cleverly hidden on the site, by the way) and their phone support aren't available until either 7:30 or 8a (I got through at 8:15a finally).

 

I did get an email requesting that I update my payment info for a separate order for some Switch accessories and was able to make that change and keep the order in place.  Why am I not able to do so for the order for the Switch?

Regular Member
Posts: 35
Registered: ‎02-26-2017

Re: Nintendo Switch Order Auto-Cancelled

Hopefully I have some good news to all those equally afffected.

According to customer care, there was a glitch in the system that caused mass orders to be cancelled. They are apparently working on this issue, but you need to call in and have your information submitted so they can work on your order. There is a chance you won't hear anything back about this until tomorrow afternoon.
New Member
Posts: 3
Registered: ‎02-26-2017

Re: Switch Pre-Order Cancelled

Same here, I am super livid.  

 

I was on the phone for like half an hour with 4 different support agents, even a supervisor.  "sorry sir, nothing we can do"

 

 I even called after I made the pre order weeks ago to make sure everyting was ok and maybe I should change it to an instore pick up and the lady instructed me everything will be ok and my order looked, to just wait till a few days in advance to check in again. 

 

 I wake up today to find there is an issue with my card on file and they cancelled the order completely before allowing me to resolve the situation.  Mind you the order was just cancelled today, not even more than 2 hours and I was on the phone trying to fix this. 

 

 

    I'd normally go with other retailers, but chose best buy figuring they usually the best with customer service...    I guess I'm foolish for making that decision... and now I gotta wait after I went a whole month thinking my order was secure.

 

 After today,  I don't know how I feel about considering them anymore because honestly I have no reason to shop with best buy after finding they are now a cut and dry company.    Such a shame too because they were a favorite of my usual electronic retailers.

Member
Posts: 16
Registered: ‎07-22-2015

Re: Switch Pre-Order Cancelled

That sucks about your experiences in the past..

 

There HAS to be some sort of mechanism in place to reinstate the order, as long as you still have that order number that was issued at the time of the pre-ourchase..

 

Thing is - I'm a freelancer for a gaming site. I don't get free systems from Nintendo.. so any Switch-related reviews have to come out of my pocket. So getting the console on launch day was pretty essential for me..

 

Hopefully they can resolve the issue.

 

In any event, I'm working on a story now about the whole experience.