Best Buy Store Purchase

[J03Y]

So I had the worst bestbuy experience of my life today. I had preordered my wife the galaxy note 10+ on August 9th and got the protection plan with it as well. It was a 100% free upgrade from a 18 month flex lease and the only thing I had to pay for was the $8.99 protection plan. I seen the upgrade option on bestbuy.com so it said I was eligible for early upgrade for $44 and I went ahead and filled out all necessary information needed. It then took me to a page where it told me that the $44 early upgrade fee would be waved and the price of the phone was $0.00. I then recieved a email saying thank you for visiting bestbuy.com and on top of that a notification from my bank that was $8.99 charge from bestbuy. I hadnt heard from best buy for a week or two then I received a few days ago an email saying my $8.99 didnt go through and and said to continue to the site to fix the issue. So I did and everything was in order also received a text message saying, Bestbuy order pickup status READY! My Credit card was fine, address and everything. I even recieved a email telling me my phone plan has changed and blah blah blah too. So I recieved another email saying your order is ready for pick up on 8/23 from bestbuy and a text message. So today at 10am I recieved a email from bestbuy saying my preordered for the note 10+ was canceled!!!!! What!!!!!!!??????? !!!!!!!!!! So on my work day I take time to call best buy to fix this. I talked to 2 people and was on this call for 2 hours! 15 of those minutes I spoke to an actual person. Oh the frustration.... all that waiting just for them to say it's my fault because of my bank witch is unacceptable because I HAVE STATEMENTS SHOWING THE FUNDS BEING TAKEN! So no resolve to the problem. So I go into bestbuy and see if I can get this fixed. Guess what?... I'm up a creek without a paddle Because it was canceled! I DONT GET the $150 GIFT CARD FOR MY PREORDER!!!!! OH HOW CONVENIENT RIGHT???... bestbuy, please fix this because I cant even imagine where to start and how upsetting this was. This was supposed to be a surprise for my wife's Birthday that turned into the biggest headache I ever had to go through. So I ended up with the note 10+ but with NO $150 GIFT CARD! THANKS BESTBUY! Oh best part is the employee at the store tried to say it was a sprint error.... RIGHT...... sprint has Zero to do with your system cancelling my order!!!!!!! Again please fix this and give me my $150 GIFT CARD!!!!

[Karina-BBY Retired: Senior Social Media Specialist]

Hi, J03Y,

Welcome to Best Buy’s Online Community.

We appreciate you choosing to purchase your wife’s gift with Best Buy. As someone who’s birthday is right around the corner, there is nothing more exciting than to receive a gesture of appreciation from a loved one.  With that said, I know how disappointed you must have learned when your order was cancelled unexpectedly. Our team will be happy to confirm what happened with your order.

When you placed an order online, there is an authorization request for the total of the order issued to the method of payment used. Once the order ships or it is picked up in the store, will the authorization turn into a charge. Most of the time, if there is an issue with the method of payment, we will try to reach out to our customers to correct the issue. We may also ask the customer to verify that the information entered in the billing address matches what the financial institution has on their end.

Again, our team will be delighted to review your order information to clear up any question that you may have. Send me a private message with your full name, email address, and phone number. To send me a message, log into the forum, and select Private Message from my signature bar. 

Thank you,
 

[J03Y]

Thank you and I appreciate all your help. If you need bank statements showing that best buy was able to access my bank account no problem and with more than enough available funds in there. So please if you need more evidence of YOUR mistake I'd be more than happy to share that information with you I just dont understand why it's so hard to give someone what they are owed especially when they did everything to prevent this. This has hands down been the worst best buy experience ever! So again not trying to be rude, but please give me what is owed and make this headache go away please. Thank you.

[Karina-BBY Retired: Senior Social Media Specialist]

Hi there, J03Y, 

Let's begin by taking a look at your order information, and getting your details verified to see how I can answer your questions. As mentioned before, log into the forum, and select the Private Message option from my signature.

Thank you,