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Posts: 4
Registered: ‎03-24-2019
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Game Pre Order gone wrong

I have been a Best Buy reward member for as long as I can remember. I typically will pre order my games online for in store pickup the day of release and I love it. And great when there’s a $10 pre order bonus.

But I recently tried to pre order the Special/Collectors edition of Kingdom Hearts III. It would not allow me to preorder the Special edition online so I went to my local store, spoke with customer service and they said they would place the pre order for the Special edition and I would still get the $10 bonus, but I thought it was odd that it was rung up using the standard games preorder card with a post it note stating special edition stuck to it.

The game was released while I was in the middle of a major move (1500 miles), but I never received my normal email or texts that it was ready for pickup so I wasn’t notified/reminded that it was ready. Again, odd.

Finally moved in, went to my new local Best Buy, only to find out my order was “completed” but the Special edition was no longer available and was only offered to buy the standard edition and additional I not only lost the collectors edition but wouldn’t get my $10 pre order bonus either.

May sound like a minor complaint but I paid for the membership, I’ve been an elite customer almost every year. I had to go in store to even preorder the game, I had the employee “guarantee” of a post it note for my pre order, I was never notified when my order was ready and now I’m unable to get the version I paid for and lost the preorder bonus.

And yes it was within the pick up timeframe, though I wasn’t notified. I had also preordered The Division 2. Everything was Done normal, paid for, I got email and text notifications and picked it up for early release. Still waiting to see if my $10 preorder bonus is sent.

Customer service gave no other options and was just kind of like “sorry about your luck!”. On a Release that gamers like I have waited a long time for. And paid for. I plan to keep shopping at Best Buy but I’m hoping someone can help make this right.
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Registered: ‎12-23-2016

Re: Game Pre Order gone wrong

Hello, stylerhome,

 

Thanks for joining us at the Best Buy Community forums. I’m sorry about the poor experience you had with your recent pre-order.

 

We are only able to fulfill the game that was actually pre-ordered on the receipt. If the original order was for the standard edition, but the store marked it locally as a special edition, we would not be able to provide the special edition. I apologize if the store indicated otherwise.

 

As for the $10 in reward certificates bonus, it would only be provided if the actual pre-order was picked up. I’d be happy to review this for you to see what may have caused these issues. Please get back to me with your name, email address, phone number, and the order number or customer service PIN from your pre-order receipt.

 

Because your privacy is important to us, I’ll ask that you please share that information through a private message. You can send that through the link in my signature below this post.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-24-2019

Re: Game Pre Order gone wrong

The game I preordered and that I tried to pickup was on the receipt but was treated almost like a finalized sale. The original customer service rep actually placed the preorder for me, but even on my account it shows almost like it was finalized sale at time of preorder and I never got any notifications.

Even on my account page it shows the correct game but shows completed unlike any of my other preorders which I usually place 1-2 a month. The problem is I had to “jump through hoops” just to preorder and in the end wasn’t able to get what I ordered as its showing no longer sold due to it was a limited edition.
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Registered: ‎12-23-2016

Re: Game Pre Order gone wrong

Hi again, stylerhome,


As I said, I’d like to look into that transaction to see if I’m able to determine what happened. If you could send me the details I requested above, I’d appreciate it.


Thanks, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
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Registered: ‎03-24-2019

Re: Game Pre Order gone wrong

[ Edited ]

I would really appreciate that, thank you. It still shows purchased on my account under order {Removed per forum guidelines}. The only option the customer rep gave me when I went to pick my game up was to refund my original preorder.

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Registered: ‎12-23-2016

Re: Game Pre Order gone wrong

[ Edited ]

Hi again, stylerhome,

 

In addition to that PIN, I'll also need your name, email address, and phone number. Please click here to send that to me through a private message so that your personal information is not posted publicly.

 

Thanks,

Kyle R|Social Media Specialist | Best Buy® Corporate
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Registered: ‎04-23-2019

Re: Game Pre Order gone wrong

Same here,  I believe they just sold me a game (Mortal Kombat 11) off of their shelves.  There was no pre order bonus inside the case (like how so many I have seen with my friends that have an xbox one, I get no preorder Shao Kahn bonus because they sold me one off the shelf.  Even though I pre ordered the game on 2/19/19, they say maybe in 24 hours or a week they will send me one,  I think it's terrible business and I refuse to spend my money there anymore.  I will go to Fry's for my electronic needs and by my games from Gamestop,  they refuse to hold responsibility for their actions,  never pre order from the Best Buy in  southpark meadows shopping center in Austin, Tx they will tell you to wait for 24 hours or a week.  It's ridicilous and insulting they obviously don't care about the customers or the people that work there have no idea what they are doing what so ever, I'm very upset and want to return the game I know that won't help with my pre order but it's the whole principale over all of this.  I want them to atleast give me a credit for their stupid mistake.

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Registered: ‎01-03-2013

Re: Game Pre Order gone wrong

Good afternoon, boondogsocia77, 

 

Thank you for reaching out to us here regarding your pre-order experience for Mortal Kombat 11. Having pre-ordered the game in February, I'm sure you were eager to pick up the game today after release, especially with the pre-order bonus in mind. With that said, it would be quite strange for us to not fulfill your pre-order and rather simply sell you one off the shelves, though a copy could be pulled from there to fulfill it. I would encourage you to review your receipt, and if it indicates any deposit was paid, rest assured that your pre-order was fulfilled appropriately. As for the pre-order bonus for Shao Kahn, please know those codes should have been sent out today, so I would encourage you to check your email inboxes, including any spam or advertising folders. If you don't have the code, please feel welcome to send me a private message with your name, phone number, email address, and customer service PIN. 


Thank you, 

Tasha|Social Media Specialist | Best Buy® Corporate
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Re: Game Pre Order gone wrong

Hey boondogsocia77, I totally understand but me personally I will stick to Best Buy. When I posted originally I was upset about 1 specific pre-order gone wrong out of nearly hundreds I’ve bought from Best Buy. And was shocked that as soon as I posted, someone was there wanting to help such as Tasha-BBY.

I feel I lucked out before they changed the game membership program, I accidentally renewed for 2 years so I am still getting benefits and dread the day it runs out.

Somethings can be frustrating such as finding the games with the $10 bonus and how/when you get the points. I recently preordered the Division 2 Gold edition for early access and I don’t think I got the bonus because even though it was a preorder, I had the game in hand prior to release.

I completely get your frustration and I’m sure BBY will help if they can. Now you have me wanting Mortal Kombat!! Best of luck!