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Posts: 2
Registered: ‎06-08-2021

Appliance Delayed order


I placed an order for a new Air conditioner on 5/22. Literally a day before it was scheduled to have already been delivered (already an unacceptable delay in notification), I received an email stating:

We're Working on Your Order
•   If the delay(s) are OK, we'll make sure you receive your item(s) as soon as possible
•   If you paid with a credit card, your funds have been pre-authorized, but you won't be charged until your order is fulfilled
•   As soon as your order ships, we'll send a separate e-mail with tracking details
•   While rare, if for some reason your item(s) aren't available by Thursday, June 10, 2021, we'll cancel the item(s) and let you know by email
You Can Change or Cancel Your Item(s)
View your Order Status page and enter your order information. Select the Order Details page for this order, where you'll see options such as:
•   Check other local stores to see if this item or a similar item is in stock (IMPORTANT: options may vary by product type and location)
•   Find a similar item on®
•   Contact us to make changes to your order or cancel this item


Twice I called customer support to see if this could be rectified after trying to just cancel the order on the website. It won't allow me two. Strike one for Best Buy blantantly lying to me in the email they sent.

1st call, the person knew pretty much nothing, and my options by the end of the very long call where I explained how absolutely unacceptable this situation was, amounted to wait for the item or return it to the store when it arrives.


2nd call: I again asked to cancel the item. This was maybe a week ago. I was told this wasn't possible, and that it was "special ordered" from the manufacturer and it should be shipped in a few days. I was assured multiple times, I would get the item.

I directly asked. So to recap, what you are telling me right now, is this item will be shipped by June 10th with 100 percent certainty.

I got a yes.

This appears to have been a lie as well so far.

This has prevented me from purchasing an air conditioner for OVER 2 weeks, as I don't want to end up with two of them. To add insult to injury now most air conditioners are out of stock, something that wasn't the case if Best Buy would have actually done what they say they will.  While I was on the phone I could have purchased the same model elsewhere as it was in stock, but Best Buy again, would NOT cancel the order.

Our upstairs is functionally unusable for my wife and toddler most days thanks to Best Buy.

It's two days from when the email says they will cancel our order. I can't really even express how angry I am at Best buy for the repeated lies and just plain old negligence during this entire process.

I've spent thousands of dollars at your stores over the years, most of it at the physical store. Few thousand on a TV alone a few years ago, and I'm shopping for a new one. I'll go to Amazon instead. I won't have an issue and on the VERY rare chance I do, Amazon literally jumps over themselves to make it right. Hell I literally spent 250 in march on your site.

This experience and Best Buy's unwillingness to do literally anything to resolve this, with my options basically always amounting to we don't care, we aren't doing anything about this, has ensured I will never spend another penny at one of your locations, even if the air conditioner does arrive. If it doesn't I'll be basically out of luck to get anything decent, or if by some miracle I can find the model I'm looking for, It's already 20% higher than I would have paid if Best Buy had just fessed up that they didn't have the item and allowed me to cancel the first time. I get that some business genius failson executive somewhere came up with this idea to retain sales. 

Fire them.

It's a stupid idea, and it's costing you revenue.

Posts: 1,525
Topics: 68
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Registered: ‎11-23-2018

Re: Appliance Delayed order

Hello, roflbots, and welcome to our online community!


Thank you for posting on our forum for support, although I hate to hear about the experience you've had with your recent purchase. Buying an air conditioner is a big deal, and I know this is a very important unit to have working in your home, especially as we're getting into the summer heat. I understand any kind of delay to a purchase is inconvenient, and it sounds like you haven't received the kind of support we'd expect you to with this kind of delivery situation as well. I'd like to see what I can do to help now.


To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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