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New Member
Posts: 5
Registered: ‎05-28-2021
Accepted Solution

After several calls and messages - I still can't cancel an order

I ordered a Oculus Quest 2 on Bestbuy.com  on 5/19 and it was supposed to be delivered the next day.   Instead of the order delivering, the next day the order status says "This item has been delayed. We’re working on shipping it to you within the next few days.".  It has been in this status for over a week and I have tried through Bestbuy chat and three phone calls to cancel this order, but nobody can cancel it.    The item wasn't shipped - so there is no reason why this can not be cancelled.

 

This was for a birthday gift which has now passed - and I do not need or want the item.   I have opened up2 best buy cases and I receive no call backs or updates.

 

Please cancel this order

Posts: 6,542
Topics: 227
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Registered: ‎08-21-2017

Re: After several calls and messages - I still can't cancel an order

Hello,craiglw9,

 

Welcome to our community forums and thank you for writing to us regarding your order. I know how important it is for a package to arrive, especially a gift, so I can understand wanting to cancel this order. I would be glad to see what options we may have to assist you at this time.

 

As previous agents may have mentioned, we are typically only able to cancel an order within 30 minutes of it being placed. Because of this it's unlikely I will be able to cancel this order but I can certainly check on this. I will need a bit more information in order to do so.

 

Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎05-28-2021

Re: After several calls and messages - I still can't cancel an order

As requested - sent a private message.

 

However, I disagree with your statement.  An order that has been shiped and in transit, sure - I can understand you can't cancel that.   However, that is not the case here!  This order was supposed to be delivered over 9 days ago and it is just sitting there!!!   It  should be cancellable and needs to be cancelled.   I will block this transaction with the credit card company as well!

 

New Member
Posts: 5
Registered: ‎05-28-2021

Re: After several calls and messages - I still can't cancel an order

All in this forum - I thought I should update you on how this is ending up.  nce again, I get the same useless answer that the order can not be cancelled.   Even though it hasn't been shipped and I have been trying to cancel it for 9 days - I still get the same horrible customer service answer.   I will be taking my business elsewhere!

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Best Buy Employee
Posts: 2,456
Registered: ‎01-09-2015

Re: After several calls and messages - I still can't cancel an order

Yes, after the 30 minutes mentioned by the moderator above orders cannot be canceled.  The hyperlink attached to the words "30 minutes" provides a link to the policy.

 

https://www.bestbuy.com/site/help-topics/cancel-your-order/pcmcat203900050004.c?id=pcmcat20390005000...

 

You'll find that most large retailers have similar policies.  The reason being is that there are too many moving components to ensure a full cancellation.  I can personally attest to Amazon and Target having this exact same process in place.  Pretty much anywhere that's not like an Etsy where the owner is the same one that pulls the order, packs the order, and ships the order will be like this.  

 

If you're not interested in the item once it ships, feel free to return it during the return window.  

 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 5
Registered: ‎05-28-2021

Re: After several calls and messages - I still can't cancel an order

That is not true at all!

 

Amazon WILL cancel an order that hasn't shipped - ESPECIALLY an item that has no movement/tracking # for over 9 days! (and it was supposed to be delivered in 1 day)

 

And to be clear - I know this is true as I have done it with Amazon on several occassions!  So please do not state false facts!   

 

And after being an Elite customer in BestBuy for yearfs - I will now take my business elsewhere!  Congradulations Bestbuy - another customer dis-service.

 

In anycase, Amazon will be sure to get my business in the future!  

Best Buy Employee
Posts: 2,456
Registered: ‎01-09-2015

Re: After several calls and messages - I still can't cancel an order

As I stated I was provided personal experience with the companies listed including Amazon. My attempted Amazon cancellation was just this past December.  I appreciate that your experience has been different and I wish you the best. It does appear that you have an official Best Buy response from AndrewB-BBY above and via private message, so I'll leave you in capable hands.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 5
Registered: ‎05-28-2021

Re: After several calls and messages - I still can't cancel an order

jdogg836 - Well as you said - your personal experience is differrent.  And I would say quite different from many I know who have been able to successfully cancel orders on other sites like Amazon - especially when an order hasn't shipped - like this one that is just sitting there for now 10 days!

 

You know - instead of fighting with your customers (like me) - maybe you should be listening to us instead!!   And I have no idea what you are trying to accomplish by trying to downplay the superior customer service from your competitiors - your comments are not helping and just show how you really aren't hearing us.  jdogg836 - please do not reply to this - you are just wasting my time.

 

And for the record, as far AndrewB-BBY providing an "official response" - his answer provided no useful information or action and and he refused to even pass this on to his supervisor so it can be resolved. 

 

So I say to all my fellow shoppers reading this - as you can see - BestBuy just wants to argue with us and not solve any problems.   That's why this forum is full of people with complaints and why I've read several people - like myself -  who are deciding to take our business elsewhere.   Perhaps if enough of us do that - BestBuy will learn what Customer Service is - because to be honest - it seems they have lost sight of that.