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Posts: 1,020
Topics: 75
Kudos: 126
Solutions: 50
Registered: ‎10-19-2017

Cancelled Orders and Next Steps

[ Edited ]

While we here at Best Buy do our best to fulfill as many orders as we can in a timely manner, there are times when an order might cancel. You can find the most common cancellation reasons in our article “Why Was My Order Cancelled?”. It’s understandable that you’d like to know what next steps are available to you, so that you can plan accordingly.

 

Cancelled orders cannot be reinstated, but any authorizations or charges should automatically be reversed. Processing times can vary by financial institution, but most will process within one billing cycle. If the item you were looking for is no longer in stock, a new order will not be able to be made until the item is available again. We are unable to provide information on if or when items will become available again, but our website listings will always have the most up-to-date availability information. BestBuy.com does not offer rain checks for items that are sold out online. You can learn more about product availability here. Best Buy may be unable to honor any special promotional pricing or offers for orders placed after the promotional period has ended.

 

If the item you were hoping to order is still in stock and is not a limited quantity item that you have previously purchased, we recommend trying to replace the order, ensuring that your billing and shipping information is accurate and matches what is on file with your bank. Please note that Best Buy does not ship to freight-forwarders, warehouses, resellers, or international addresses.

 

If you are not located in the United States, but are looking to purchase a gift for a friend or family member that lives in the United States, please check out our “International Orders” article for more information on how to place an order using an international credit card. Any items sold through our website are sold with the intent to be used in the United States and all orders are subject to our website’s Terms and Conditions

.

If you have gone through all of the above steps, the item you are trying to order is still available, and all of your orders are cancelling, please send one Private Message to an individual moderator (our names all end with -BBY) with your:

  • Full name
  • Email address
  • Phone number
  • Cancelled order numbers

Due to high contact volume, it may take some time for a moderator to respond to your message. If your concerns are time-sensitive, please call (888) 837-8289 or visit one of our retail locations for assistance.

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎01-30-2021

Horrible Ordeal ordering a laptop

Certain things I can let go but this isn't one. I'm laid-back but as of right now, I am extremely perturbed. New business owner, simply trying to purchase a laptop for my business which I've spent weeks maybe over a month researching my needs for my business. I found one that met my requirements. I decided to go the "open box excellent" route. My local Bestbuy does not have "open box" version but they do have "New" in stock. The open box stated "Unavailable for pickup " even tho the location is an hour away.
I have placed an order almost everyday this week for the laptop, each time, Bestbuy has canceled my order. I called my bank to be clear it's nothing on their end, which according to email, my bank approved the transactions, Bestbuy rejected them. The funds are there to cover the laptop, that's not an issue.
One of my transactions, I used PayPal which is linked to my Business Account, the same thing occured with it.
I ended up visiting a local Bestbuy this morning at which they stated they have no control over Online sales and that I will have to call the 1-800 number. I found a live agent to help, he stated I would have to call, which I did. I explained the same thing I told the agent, she stated she will have to transfer me to another individual. Spoke with him had to explain to him as well while he sounded as if he may have been under the influence of something. He proceeds to order upon my behalf and the same "Cancel of Purchase" happened again. He proceeds to tell me that I will just have to go inside an actual store, which I told him that I have done that prior to getting on the phone. I'm tired, frustrated, and just flat-out upset over this whole ordeal. This should have been extremely simple now has turned into a complete nightmare.
Valued Contributor
Posts: 2,484
Registered: ‎02-07-2011

Re: Horrible Ordeal ordering a laptop



"Unavailable for pickup" tends to mean they don't have one available to sell you. The order would then be cancelled if you tried to buy somthing they don't have.
New Member
Posts: 3
Registered: ‎01-30-2021

Re: Horrible Ordeal ordering a laptop

In my case, the location is roughly an 1 in a half from me. I was on the phone speaking to the agent as he himself witnessed the laptop in that location. He instructed me to drive to the store.
New Member
Posts: 3
Registered: ‎01-30-2021

Re: Horrible Ordeal ordering a laptop

What I'm getting is "unable to verify payment " despite my bank approving the transaction.
Highlighted
New Member
Posts: 1
Registered: ‎01-31-2021

Pre-order was cancelled without warning?

I've placed a pre-order for Zephyrus G15 laptop last week and was very excited I'm fiinally getting it. I placed the order, entered credit card information, got the confirmation email, etc. But the next morning I got another email saying my pre-order was canceled, and that's it.

 

And now the laptop is not available for pre-order anymore...

 

I don't care about the giftcard, is there anything I can get a replacement? Or a guanranteed unit when it becomes available in the future? 

 

 

 

New Member
Posts: 2
Registered: ‎01-31-2021

Canceled order!

It’s pretty sad that I get my Best Buy card yesterday and want to make a purchase today and you canceled my order and want me to use a different card!!!? Because you say cant verify me well you sent a verification code to my email that I put in to verify but that isn’t good enough?!! I could Send by drivers license but you didn’t ask for that!!! I’m an old lady I’m not driving into your store to shop when I can g do o it online and what’s the point of having a Best Buy card if I can use it at Best Buy! Terrible customer service and not a good way to treat a old lady trying to but a gift for grandson! Shame on you! 

Posts: 10,121
Topics: 1,498
Kudos: 727
Blog Posts: 0
Solutions: 320
Registered: ‎11-10-2008

Re: Canceled order!

Just wondering you said you got the BBY Account. Did you setup your account with Citi Bank and Best Buy online before you shopped online? This setup process is critical to using your card to ensure Best Buy has the right address when charging your card.

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New Member
Posts: 2
Registered: ‎01-31-2021

Re: Canceled order!

Yep it’s all set up! Thanks for replying! 

New Member
Posts: 1
Registered: ‎02-02-2021

Order got canceled for NO apparent reason

I ordered a car starter on December 13 with free installation,  I made an appointment for the installation to be Feb 13.  I was disappointed that I had to wait so long for installation since it's a Christmas present for my son.

Today Feb 2 I was informed that the order and appointment are canceled, because the item is no longer available. However the item is still showing as available online.

I spent 90 minutes on the chat. The result was that they ordered the IDENTICAL item again for me and i now have to schedule installation again.

I am very unhappy about the order being canceled when the same item is is avaialble on bestbuy.com and on the chat she ordered the same item for me.

I am very unhappy that I have to scheudle installation again, especially if there is  2 month wait like last time.

Would like to understand how my order got canceled when the item is still available and why they couldn't just reinstate the order and appointment.