05-01-2020 11:01 AM
Like others in this forum, I preordered an ipad mini 5 from bestbuy.com. Mine was on sale, ordered on 4/21 and said it would ship soon. I now received a message that says if you don't ship it by next wednesday, you will cancel my order. That's only 2 weeks from my order date, and I dont want it canceled.
Some have suggested that orders which were on sale may be getting delayed and then canceled so you can sell the items at non-sale prices. I have no idea if that's true, but it would be cause for concern.
I tried calling but wait times were over an hour. Tried chatting with support but it said no agents were available. How do I keep you from canceling my order?
I've actually spent thousands of $ at bestbuy over the past few years, surprised at how poor this experience is.
05-03-2020 11:50 AM
Was able to get through to an agent via chat (took a lot of waiting since the foirst one disconnected before I coudl start typing).
Agent said order will either ship or BB will provide a new ship by date, they wont cancel. Email says otherwise. Hope the agent is right. Why would they send an email saying otherwise?
05-07-2020 08:23 AM
Despite Bestbuy support promising (in writing) to not cancel the order, in writing, they canceled it. The email claims this is because they are out of stock and dont know when it will be available again.
That might be more understandable if they didnt continue to take new orders for at full price on their web site while they canceled orders that were placed while the item was on sale. Seems suspect. I'd be concerned about purchasing things on sale if that's what they are doing.
05-12-2020 04:46 PM
Hi there, louiss,
Welcome to our Best Buy forum community!
While I wish you were connecting with us under happier circumstances, I'm glad that you took the time to share your concerns with us. We know that getting an iPad Mini 5 is a big deal, so we're excited that you decided to place your order with us! However, it hurts me to learn that your shopping experience seems to be a far cry from the one we meant to provide.
As someone who is also a fan of getting a good deal, I can understand why you'd want to take advantage of getting the iPad Mini 5 on sale. That said, I can understand how later getting an email that if your order wasn't fulfilled by a certain time it would cancel would rub you the wrong way. That email would make me concerned as well, so I appreciate you reaching out to us for answers.
We're currently dealing with a higher than normal volume of posts, so it is taking us longer to get to everyone's questions and concerns, so we appreciate how patient you've been. That said, I'm sad to learn that you received some confusing info when you tried reaching out to another team for help. Our goal is always to provide our customers with the correct details the first time around, so it hurts to hear that you were told not to worry about that email, only for your order to cancel.
That's not how we intended for things to go with your order, but I'm glad you shared this with us so we can step in and try to turn things around! For us to get started, can you please send over your full name, phone number, email and order number using the "Private Message" option in my signature below?