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Posts: 3
Registered: ‎12-28-2020

Best Buy Canceled my 1.5 Year Long Pre-order and Refuses to Return my Money

Firstly, let me just say that the handling of my case by Best Buy has been utterly atrocious.

I pre-ordered Cyberpunk 2077 Collectors Edition for Xbox One on June 9th, 2019 approximately two minutes after sale of the item went live, as I sat there refreshing the page waiting for it. The initial release date for the item was April 2020, which was delayed multiple times until the final release date of December 10th, 2020. After waiting patiently 1.5 years for my item to ship, I was met with an email stating my item was being canceled. I immediately rang Best Buy support and questioned why. They said I was mischarged for the product, and needed to pay $21 more. I was shocked, as I paid the full price for the item and didn't understand why it would pop up later. The supervisor was eventually able to credit me the $21 and assured me my pre-order would be updating with tracking soon. I waited another week and called back. At this point, the game had been released for multiple days and I still didn't have a tracking number or any kind of order update. The agent assured me that my order was being processed and was scheduled to arrive December 24th, on Christmas Eve.

Christmas morning I wake up to an email from Best Buy that my pre-ordered item was canceled. I was absolutely furious. Imagine waiting 1.5 years for an item you've already paid for, only for it to be mishandled to this degree, and notified of the mishandling on Christmas morning. I called Best Buy support during normal business hours and was met by an agent with a crackling headset and actual roosters crowing in the background who told me that the refund has been processed, but failed entirely to understand that I did not ask for a refund, nor have I actually received one. I was placed on hold for 16 minutes while he "discussed the information with his supervisor" but came back with no help to offer. I requested to speak to the supervisor, and I was ignored and muted. I waited on the empty line for 25 minutes and nobody answered my repeated attempts to communicate. I called back again and reached a different agent, Michael, who asked my name and immediately following my response muted the phone and refused to answer. I waited on the phone for 19 minutes before hanging up and trying again. I reached a third agent, who asked my name, looked at the account, and said she had to put me on silent for "two to three minutes" while she pulled up the details. I waited 22 minutes with nothing, until I spoke into the phone that I would be looking up the corporate line at which point they hung up the call.

Now, the real problem here is that the purchase was made using PayPal Credit, who uses throwaway revolving CC numbers with short expiration periods. The card number on the account is no longer valid, and the returned funds have not been received. On top of that, Best Buy's handling of this issue has been absolutely disgusting and I really feel slighted by them. At this point, I'd take my money back and Best Buy will never see another dime from my family, myself, or the many people I would have previously suggested shop at Best Buy in the course of my I.T. career. I'm not trying to cause grief for the sake of enjoyment. I made a significant purchase of $260, waited two years, and Best Buy mishandled the delivery to oblivion and now will not assist with a refund complication. Please, for the love of all that is holy, can someone with influence at Best Buy recognize that there is a significant issue with their handling of this order and make things right?

Thank you.
Posts: 632
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Registered: ‎02-08-2019

Re: Best Buy Canceled my 1.5 Year Long Pre-order and Refuses to Return my Money

Greetings, TheGentleman,

Thank you for taking the time to join our community here on the Forums! I'm disheartened to hear about your experience, as it is never within our intentions for there to be any complications or issues when processing a refund. I can understand that this experience has been a far from the world-class service we aim to provide, and I appreciate you taking the time to share your feedback with us here. I would like the opportunity to assist however possible with this.

To get started, can you please send me a private message that includes your full name, phone number, email address, and order number? You can send a secure message by using the Private Message button below in my signature.

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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