BestBuy.com

[CassidyB]

I have litterally been in tears this morning of frustration and sadness! I have been wanting a canon 90D for ages and it’s been out of stock on BestBuy.com! I have checked for over a month multiple times a hour to see if they come back into stock! I have 2 Best Buy gift cards! So it come into stock I place my order use my gift cards and Best Buy credit card! Get the confirmation email and everything is good! 6 days later I get a email saying update payment information order unable to be processed! This is not right I know I have $0 balance on my card and $1000 limit along with my gift cards I have room to spare after the order! Now I call Best Buy bank area and bestbuy.com support nd get passed back and forth between the two for 3 hours till finally one of the bank ladys tells me I know what’s happening! There was a preauthorization hold out on your card for $599 and now that the order is going to ship they are trying to charge your card again and it’s not going through! ( they are basically chargeing your card twice ) here’s what you do call the online order help people and have them stay on the phone with you and call the bank so all 3 of you are on the phone at the same time! They will need to give the bank a authorization code to remove the hold and their employee number! Then they can rerun the order and it will be fine! Ok so I hang up explain this and get on the 3 person phone call hold is removed and the online support person says the order is processed and I get a email saying payment updated and showing the progress of the order! Happy ending right??? No today I wake up to a cancelation email from Best Buy saying my order has been cancelled! So another hour on the phone to find out they did remove the hold but the Best Buy person did not push the order through! And I got told you just have to reorder and I tell the person I can’t reorder cause it’s out of stock and I get blown off and told I repeatedly I have to reorder I ask to speak to a manager and get excuses and reasons I can’t speak with a manager! And I don’t have anymore time to play phone ping pong because my boyfriend is going in for a test for congestive hear failure! The whole reason I want the camera is for what may be our last trip together! So I am mad sad and frustrated! I can’t get what I need not because of anything I’ve done but because Best Buy’s systems are screwed up! And no one can help me or fix it! And the phone systems to get to a representative are also ridiculous I just want to talk to a human I don’t need to hear about my account information!

[AndrewB-BBY Social Media Specialist]

Hello, CassidyB,

Welcome to our community forums. I appreciate you taking the time to visit us and letting us know about your recent experience with this purchase. We strive to make the online ordering process as quick and easy as possible so I can understand your frustration to go through this process.

Once an order has been cancelled we are unable to reinstate it. With that said, I would be happy to take a closer look at this order to see if I can help clarify why it was cancelled. I will need a bit more information so I can begin to review this. Can you please send me a private message that includes your:

Full name

Email address

Phone number

Order number

You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.