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Posts: 1
Registered: ‎10-13-2021

Best Buy order issue/cancellation refund

I ordered a laptop at the sale price.  The best buy website shows that it was supposedly shipped, however both best buy and ups show that a label was created and that it was pending UPS pickup.  I paid for expedited shipping which meant it should have been delivered on Monday.  It was not and its shipping status has never changed or updated.  BB csr-chat refunded the expedited shipping.  After still no movement, I called BB customer service and had a very unproductive conversation.  He said that he supposedly cancelled the order which was purchased using a Best Buy credit card, four Best Buy gift cards, and a reward certificate.  I was told that the gift cards would be credited in 24 hours, they have not.  The BB website states that if you cancel an order that was paid for with a gift card, that the purchase amount would be credited within 30 minutes of the cancellation.  As there is no hope of getting that laptop, I am now being held hostage in purchasing another laptop as the gift cards have not been credited.  I've received no email verification showing that Sam cancelled the order and after requesting to speak to a supervisor since my conversation with him was so unproductive, he stated that a supervisor would call me in a couple of hours.  Still have not received a single call from a supervisor so "Sam" does not appear to be that reliable in following through.  At this point, I feel that I'm being held hostage as I have no laptop and no return of my money for said laptop.

Posts: 2,123
Topics: 211
Kudos: 90
Solutions: 61
Registered: ‎07-06-2009

Re: Best Buy order issue/cancellation refund

Hello, celesteNM,


Welcome to our Best Buy Support Forum! While I wish that you were joining us under better circumstances, but I'll be happy to look into this with you. 


I know when I place orders, I'm constantly checking for updates, so I can understand having a delay occur with the shipping is not ideal. Once an order goes into a shipping status, typically it cannot be cancelled, so I'm uncertain what was done with the agent that you spoke with, but I'd like to see what options I may have to get this resolved for you. Can you please send me a private message with your full name, phone number, email address, and the order number? To send the message, you can simply use the button in my signature below. 





Melissa|Senior Social Media Specialist | Best Buy® Corporate
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