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Registered: ‎10-29-2021
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Order botched and horrendous store service

This involves a phone order that began on but became a store purchase as I shall explain. 


On October 19, I placed two orders for a Pixel 6 phone, store pickup on October 28. Each order included a $99 Pixel buds promotion. The buds were to be shipped. This was all confirmed by email and in my order history.


On October 28, I received a series of contradicting emails regarding pickup; eventually, I was told to come pick up both phones. At the store, I was informed that one phone was OK, but there was a "system problem" and the other phone would have to be voided out and I would have to re-purchase it at the store. I informed them that I had purchased via PayPal to take advantage of a promotional discount with my credit card and that I did not want to lose that discount. A store manager became involved, and I have never been treated as rudely and dismissively in my life. It took three go-arounds of him asserting that Best Buy doesn't charge for such orders until point of pickup, and me informing him that in the case of PayPal that was not true (I was billed immediately), during which he got increasingly heated in demeanor. Finally, I pulled up my credit card transactions to prove it and he finally shut up. He then agreed to apply the same discount to the in-store re-purchase.


Problem solved? Nope. I asked about my Pixel buds promotion, and was told I would get them because that was a separate transaction. I asked how that was possible since it was linked to the phone order they "had to cancel." He literally became enraged and asked if we were going to stand there for another hour (huge exaggeration) and keep going around in circles. I'd had enough and left. When I got home I looked at my email and saw that I was correct. The Pixel buds were cancelled along with the phone. So, through no fault of my own, I am left with a $99 value loss, and a horrible in-store experience. What does Best Buy intend to do about this?

Posts: 5,177
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Registered: ‎11-29-2016

Re: Order botched and horrendous store service

Good afternoon, LovesDogs,


Welcome to our forums.  It sounds like there were quite a few great deals being offered with your phone purchases, so it's disappointing to hear there seems to be an issue with the earbuds you were expecting to receive after your order was cancelled at your local Best Buy store.


I'd like to take a closer look and see what options might be available at this time, however, I'll need a few pieces of information from you in order to do so.  If you could use the blue "Private Message" button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your cancelled order number(s)
  • Your new order number(s)


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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