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Regular Member
Posts: 49
Registered: ‎06-26-2010

Charged for "Free" item after cancellation in order.

I'm beyond upset at this point. 


I ordered How to Train your Dragon 3 prior to its release, then cancelled and reordered it the week of in order to avoid having to deal with the now lower price that has historically never adjusted automattically. Had this been like anything from your competators, they tend to adjust the amount of the price at time of shipping it so I don't have to deal with trying to return/rebuy at the store or online.


So I get the cancellation email, no problem right, but on my Credit Card statement there is a charge for that order. I questioned this charge with my credit card company and they say your company delivered on the product. 


Turns out what they delivered on was the promotional "Free" movie copy that came with the blu-ray via a separate email. So now I don't have the physical copy that would have been included in that order and I get to be charged for the "Free" item's value since I cancelled it. 


So just cause they sent you an email with a code in it, that comes included with the disc anyway I'm stuck with the cost. 


Well guess what? The credit card will be cancelled now, as well as all future orders with your company. I gave you a good chance these past years to fix your issues. 


First you remove the best gaming program out there for discounts, and now I'm being charged for items I don't even possess. 


This is gotten ridiculus lately, and here I thought I was saving myself the trouble of having to do a price adjustment because I just cancelled and reordered the same product. All for $1 of savings on the preordered item. Yup that $1 saving cost me $24.99 in a product I don't have in my possession now. 


Good to know I'll be taking my business elsewhere and will be telling everyone not to bother with Best Buy anymore. It's not like I don't have other places I could go, or credit cards I could use. 


So thank you Best Buy, you made my decision to drop you after all these years easy.




-Oh and before anyone asks, yes it is the principle of the thing, I know $1 is petty. 

Posts: 9,242
Topics: 427
Kudos: 633
Solutions: 411
Registered: ‎09-29-2008

Re: Charged for "Free" item after cancellation in order.

[ Edited ]



Welcome back to our community although I wish it were under better circumstances. I know too well from my own experience how an unexpected charge appearing on my bank statement can be unsettling at the very least, even if it turns out later to be explicable. Certainly creating a concern for our customers is never our goal and I regret this having been the case in this circumstance.



As stated in our Return & Exchange Promise, all items that are part of a bundle (i.e., the digital copy and the physical) are not returned, there may be a charge for the missing component:


Bundle or promotional discount items
If you return an item bought as part of a bundle or with a promotional discount and you do not return everything — not to worry. We will reimburse you for what you do return, minus the value of the discount or freebie.


In this case, as Best Buy cannot accept returns for digital content, the cancellation of your order resulted in the charge for the digital content.


With that being said, I'd like to look into this for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll get started:


  • Your full name
  • Your telephone number
  • Your email address
  • Your cancelled order number
  • Your re-order order number


To send me a private message, please click the button labeled "Private Message" in my signature below. 


I look forward to hearing from you.


John|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 49
Registered: ‎06-26-2010

Re: Charged for "Free" item after cancellation in order.

Thank you for your response. I will let you know the details in a PM. 

Posts: 500
Topics: 22
Kudos: 104
Solutions: 31
Registered: ‎07-23-2018

Re: Charged for "Free" item after cancellation in order.



We've responded to you via Private Message and we look forward to working with you there! Smiley Happy

Austin|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!