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Regular Member
Posts: 29
Registered: ‎03-15-2019

S10+ Preorder in Limbo.

So, I pre-ordered the S10+ and did a trade in, which took the $550 off. I was told to bring it back the day of pickup to finalize the trade and get the phone, which I was told was 3/8/19. I paid the $479.99 (449 plus tax) and that money was properly charged to my account and taken. After that, it appeared the date was moved back to the 15th, which sure, that's alright even though it's a full week later. I was told by the store associate that it happens and maybe come back on the 8th to see if it could be completed but it'd be guaranteed by the 15th.


It's the 15th, website says that it'll be ready for pickup today, as do emails. It's still in "order received" status. So I called the local store to inquire when it would be ready as I didn't want to go early and have to wait or come back. I was told the order isn't ready for pickup and it may be backordered.

I'm trying to figure out what recourse I have. I was guaranteed a delivery date by an associate after it already moved back a week. I already paid for the device, and I was promised that it would be delivered by a certain date.

I understand logistics and limited supply, but to be told a certain date and have it moved twice due to an error on Best Buy (or their vendors) end isn't my problem, it's the company's problem to either work with suppliers correctly, distribute product correctly, or provide customers with accurate information. As of now, my order still says ready for pickup today. How can I assure that happens or that appropriate corrective action is taken?

Regards.
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Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: S10+ Preorder in Limbo.

I should also add that I've been jerked around with trying to find an answer to this. I was transferred at least 7 times during this experience.

First call to the store, was told it wasn't ready and to contact customer support with more info. Chatted with customer support, given a link to a different chat department, they gave me a number to call (just best buy 888 number), transferred from operator to mobile department, to general customer service, to shipping department and then back to the store as "an in store associate will be able to gather more information about the status of the order".

So, as of yet I have 0 solid answers and $480 less dollars in my bank account and no device to show for that, on top of the now 3 hours I've spent trying to get more information.
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Posts: 7,326
Topics: 161
Kudos: 252
Solutions: 326
Registered: ‎11-30-2015

Re: S10+ Preorder in Limbo.

Hello, tylerkingphoto,

 

 

Pre-ordering your phone is a great option to ensure you get one of these highly anticipated Samsung Galaxy S10+. Thank you for choosing Best Buy for your purchase. I understand how frustrating this could be not get a straight answer. I’d be happy to shed some light on this for you.

 

 

I promise you we are doing our best to get it to you as soon as possible and the good news is that more phones are already on the way. It’s possible that your local Best Buy hasn’t received their drop shipment yet for the day, or are in the process of confirming your device is among the ones delivered. Keeping an eye on your email for any updates regarding your order would be the best option available, at this time. Our Terms and Conditions shares if we reject, limit, or otherwise modify your order, we will attempt to notify you using the email address you provided to us.

 

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: S10+ Preorder in Limbo.

Hi Mariah,

I have been keeping a close watch on my email as well as the order through BestBuy.com. as of 3:45 on the scheduled pickup day, it is still Showing that it will be able to be picked up. I haven't received another email stating any delay.

The associate said they have none in stock and had "no idea" when any further shipments may come in and stated it may not be until April.

For a preorder with a promised delivery date, a month delay isn't acceptable. I will wait until the close of business today, the promised delivery date of the product I've paid for, for unavailability to be confirmed.

If it is not, though, what recourse do I have and to whom would I speak to reach an amicable solution to this dissatisfying process?

Regards
Highlighted
Posts: 7,326
Topics: 161
Kudos: 252
Solutions: 326
Registered: ‎11-30-2015

Re: S10+ Preorder in Limbo.

Hello, tylerkingphoto,

 

 

Drop shipments can occur throughout the day, and as I had noted prior your local Best Buy would need verify that your device is among those included once one is received prior to sending an “It’s Ready” email. As shared here, all us with a -BBY after our names do work out of our Corporate Office. Delay dates articulated that are out a month are just a placeholder, so orders can progress without the risk of being cancelled or sparking additional errors that need to be resolved. We hope to fulfill your order within the seven days as mentioned in your email. Again, we highly recommend keeping an eye your email for any and all updates. Additionally, the current options for your order should be noted in the delay email you had initially received. 

 

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: S10+ Preorder in Limbo.

Hi Mariah,

I have not received any delay email from BestBuy for this order. The pickup date is still scheduled for today.

According to that information, I should then have no trouble with walking into the store and receiving my device, as no correspondence has been received via email to the contrary?
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Posts: 7,326
Topics: 161
Kudos: 252
Solutions: 326
Registered: ‎11-30-2015

Re: S10+ Preorder in Limbo.

tylerkingphoto,

 

We highly recommend waiting for the “It’s Ready” email prior to heading to your local Best Buy. You’re welcome to review more about our Store Pickup process here.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: S10+ Preorder in Limbo.

Mariah,

I have finally received an email stating the order was delayed and the order status has changed to delayed on the website. No promised date, just saying it might be in by April 17 or we'll cancel the order.

That's a full month away with no guarantee. That's flat out unacceptable for something pre-ordered. I understand that Best Buy didn't do their jobs correctly to ensure an item would be delivered to a customer by their promised date and has changed that.

Who do I contact to resolve this issue and have the correct action taken for a product I have paid for under the assumption of getting it at a certain point in time? Would taking it up with an in store manager be appropriate, or would I need to contact corporate?

I will reiterate that Best Buy's failure is not my doing or my fault. How will I, and others who are currently affected by this failure, receive a form of compensation for Best Buy's negligence in their rollout of this device.

Please let me know.

Regards.
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Posts: 909
Topics: 66
Kudos: 183
Solutions: 40
Registered: ‎10-19-2017

Re: S10+ Preorder in Limbo.

Hi there, tylerkingphoto!

 

Mariah is currently out of the office, but I would be more than happy to take over addressing your concerns. As she stated earlier, those of us responding with -BBY next to our name are located here at our Corporate Headquarters so you are more than welcome to continue working with us regarding this purchase.

 

While I'm happy to hear you received an update on your order, I apologize that it was not the information you were hoping for. That said, we know how important this order is to you and are doing everything in our power to get it fulfilled quickly. 

 

Using the "Private Message" option in my signature, can you please send over your full name, phone number, email and order number so I can look in to the order on our end?

 

Sincerely,

Elle|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: S10+ Preorder in Limbo.

Hi Jessica,

I have sent a PM with all included information.

Thanks,
Tyler