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Member
Posts: 10
Registered: ‎08-10-2018
Accepted Solution

In-Store Purchase Missing from Account

Good morning!

 

Hoping to get some help on an issue. 

 

I was in-store yesterday to buy a new washer and dryer. The Best Buy associate entered my phone number and found my address for delivery. No problem there.

 

We lock in a date for delivery and finalize the checkout process. I realized I got the SMS text message and the order confirmation email, but the actual order and order number doesn't show up in my Best Buy account.

 

I checked the receipt and the receipt has a different Best Buy Member ID than my usual one. It's a member ID I have never seen before.

 

I have been using the same account since 2015 and have made a good amount of purchases recently with zero issue. This includes additional purchases made same day yesterday after I purchased the washer and dryer.

 

Is there any way to get this fixed with the order showing up in my purchase history under my account and not some other random account? Often times I go back into my purchase history on the Best Buy app to reference something, so this is a big issue for me.

 

I definitely do not have another account, so this is really curious.

 

It's really a shame that there's this issue, since the whole shopping experience was great overall and the associates were really nice. 

 

Either way, any help would be greatly appreciated!

Posts: 11,387
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Registered: ‎11-10-2008

Re: In-Store Purchase Missing from Account

That does seem odd. Was the member ID one number off from what you had or a completely different number. I never seen this before. But accidents do happen. 

 

While I don't see any suspicious activity here it's still a good idea to go over a review of how Best Buy can help secure your account. https://www.bestbuy.com/site/help-topics/2-step-verification/pcmcat1561056149844.c?id=pcmcat15610561...

 

Hopefully a mod can help you out soon.

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
Member
Posts: 10
Registered: ‎08-10-2018

Re: In-Store Purchase Missing from Account

Thank you for replying and trying to help out! 

 

Unfortunately, it was a completely different number. Even missing a good number of digits in it as well.

 

I don't think it would be an issue of securing my account, since I was checked out in-person at the appliance section (Pacific Sales) section where all the refrigerators, stoves, washers, dryers, etc are sold.

 

It's weird, because the associate entered my phone number and pulled up my account with my name and shipping address already in front of them. They even confirmed it with me.

 

After I finished buying the washer and dryer, I bought more items and checked out at the registers in the front of the store and those showed up right away on my account.

 

This is why I'm at a loss as to what's going on and trying to find a way to get this order properly credited on my account.

 

Considering the number is so drastically different, if this order was put onto someone else's account, it means that they have my name and address in their account's purchase history which is definitely not something I want.

Posts: 66
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Registered: ‎11-24-2021

Re: In-Store Purchase Missing from Account

Hello, xDK,

 

Welcome back to the Best Buy Forums!

 

I appreciate you taking the time to write us regarding your purchase and My Best Buy account! I can understand the concern regarding not being able to see your most recent purchase within your account.

 

I am happy to look into this issue for you, but in order to better assist, I am going to need some more details. Please, private message me with the order number you are referencing, your full name, phone number, and e-mail address. To send it, click on the blue button bellow my signature. I look forward to hearing from you.

 

Regards,

Bacarri|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎08-10-2018

Re: In-Store Purchase Missing from Account

Bacarri looked into the whole situation, checked into what happened, and fixed it on their end right away.

 

Thank you again, Bacarri!

Posts: 3,435
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Registered: ‎10-19-2017

Re: In-Store Purchase Missing from Account

This topic has been moved to its own thread under the board Best Buy Store Purchase for further review.

Posts: 71
Topics: 3
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Registered: ‎11-08-2021

Re: In-Store Purchase Missing from Account

This topic has been moved to its own thread under the board Best Buy Store Purchase for further review.