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Posts: 3
Registered: ‎05-30-2014

Best Buy - Forcing you to pay for part of your canceled order on pre-orders via pre-order code

So just had the most infurtiating interaction with customer service. I had pre-ordered the wrong copy of Aquaman steelbook (blu-ray instead of the 4k version) and placed a new order and canceled the old one. Went to check my refund and they only refunded it partially, keeping $19.99 which they are stating is the price of the "free" digital code I got with my pre-order. Called customer service and they said they couldn't refund digital purchases because they'd already sent it out so I was just out of luck. Told her I'd like to escalate the call, she asked me to hold, came back to the line, and promptly hung up on me. So in essence if you make a pre-order with Best Buy that has a supposedly "free" pre-order code, they're going to charge you for that code if you cancel or don't pickup. So in reality, there's no way to cancel that order if you make a mistake and need a different version, want to change the type, etc... Even more suspect is the fact that they just added a blurb on their page since I ordered that states the "value" of the pre-order code but there is no terminology on the website as to them charging you for that value if you cancel. 

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Registered: ‎12-23-2016

Re: Best Buy - Forcing you to pay for part of your canceled order on pre-orders via pre-order code

Hi, Rivalyn,


Welcome back to the Best Buy Community forums. I’m sorry about the issues you’ve been having with your recent Aquaman order, and the poor service you received over the phone. We never want to hang up on a customer.


As noted in our Return & Exchange Promise, the value of a free-with-purchase item will be deduced from the value of your return if it is returned without it. A cancellation works just the same as a return, and digital items cannot be returned, so it sounds like things were processed correctly here.


That said, I’d be happy to double check on that, and to look into that phone call. Please send me a private message, through the link in my signature, with your name, email address, phone number, and both of those order numbers.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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