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Posts: 1
Registered: ‎08-04-2019
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Case of the missing product and now my missing gas/money/patience

I'm genuinely so frustrated right now. I hate to be that person. I understand things happen, I don't want to be upset with employees who aren't genuinely trying to make me have a bad day. But it's been a bad day. Yesterday I placed in order for an expensive item, and chatted with customer support to price match it. It took a while but I was able to do so. Customer support told me to order the item and they would issue me the difference in a refund, so I did. After ordering, it looked like my item was actually in stock at a store 45 miles away so I changed the so I would be able to pick i would be able to get it sooner than wait for it to be shipped to my store. The next day, (today) before I went on my way to the store, I noticed that my order was cancelled? I opened a new chat with customer support to ask why, and they told me it was because the item was out of stock?? I was able to see it in stock at that same store online. I let them know, and they told me that my order was actually placed at the original store where it wasn't in stock, hence the cancellation. What???? Then they told me, 'good news! It's in stock at a location 45 miles away from you!!' the location my order was cancelled from....... I figured it might have been a glitch or something, maybe my order really never got confirmed for the second store. They assured me several times that the item was going to be in stock at the second store and I would be able to pick it up today. I saved the transcript and am reading if over now knowing that i was right to be skeptical. It was a big headache price matching it again because the website that I price match from yesterday happened to change the price today! After going back and forth with the agent today, confirming my order, being reassured that it would be available to be picked up today, I ended up driving the 45 miles to the store. Only to get there and notice in my email, 'your order has been cancelled, this item is out of stock'. Now Ive just wasted 90 (round trip) miles worth of gas, and I have to wait for twice the amount of this pricey order gets refunded back into my account! The real kicker is that one of the employees at the second store told me that the item was actually available at a THIRD store, about 10 miles away, out of the way from my way home. I ended up going there to see if I could at least try to come home with SOMETHING. An employee at the third store told me the item wasn't available there "BUT it's available at the second store!"
I can't not complain. I don't even know what to expect from this, but I've wasted gas and energy due to what different best buy employees told me, so I'd really like to speak to someone about this.
Posts: 3,914
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Registered: ‎08-21-2017

Re: Case of the missing product and now my missing gas/money/patience

Hello, ncort,


Thank you for taking the time to join our community forums and writing to us about your experience with this order. I know when I make a large purchase it's after a lot of consideration. I can understand how big of an impact adding a long road trip would have. I appreciate you providing your feedback about this experience and would be happy to take a closer look at what happened. Just to be sure, did you receive a confirmation that your order was ready to be picked up before visiting this store. Typically once we have grabbed your item on the shelf and are holding it you should receive an additional notification


I'll need a bit more information about these purchase. Can you please send me a private message with your:


Full name

Email address

Phone number

Order numbers


You can send me a private message by clicking the button at the bottom of my post across from my name. I will be keeping my eyes out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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