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New Member
Posts: 2
Registered: ‎10-05-2022

Chat Agent Canceled My Order w/out my consent

Hello, I hope this reaches the masses within corporate as this has been an absolutely atrocious experience with Best Buy. I placed an order on July 1st, 2022 for almost $10000 as we were having a new home built and needed a lot of new electronics and appliances. Our home was supposed to be finished on 9/22 so we requested delivery for 9/23 and 9/26 as the order was split in 2 for delivery purposes. Our house got pushed back a week so we rescheduled for 9/29 and 10/3. Due to hurricane Ian our closing got pushed back to 10/3 so we had to reschedule again, this time for 10/6 and 10/7. I received an email today 10/5 at 230PM confirming my appointment for 10/6 and 10/7 both with delivery windows of 8-10am. An hour later I get a text saying my 10/6 appointment was no more and I had to schedule a new appointment. They gave no explanation and no one in customer care could find a reason either. The next soonest appointment I could get was 9 days later! I’m supposed to now go 2 full weeks without a refrigerator due to Best Buy’s issue. I was very upset about this bc I had also taken off work for my 10/6 appointment so I could be there to receive the items. I chatted with an agent and asked if I would get a full refund if I were to cancel my order since it had been so long and the agent confirmed that I would. Used I wasn’t ready to do it yet but wanted to know my options. I started a new chat with someone in appointments to see if I could talk to a supervisor about my appointment issue. When I gave the agent my scenario he notified me that my $10000 order was canceled by the previous agent. I spoke to the agents supervisor who confirmed through the transcript that I never asked for the order to be canceled and that the agent that did it would be reprimanded for canceling a customer order without consent. Evidently they can’t reinstate an order after it’s been canceled. Now, those same items I needed in my new home are out of stock due to a Best Buy employees actions. I want to voice a verbal complaint to someone in Best Buy’s corporate office. Please contact as soon as possible!
Posts: 106
Topics: 8
Kudos: 21
Solutions: 11
Registered: ‎11-08-2021

Re: Chat Agent Canceled My Order w/out my consent

Welcome to the Community Forums JBeck! We are happy to have you join us!

 

I can certainly understand being frustrated about your order being canceled. I would be happy to take a closer look and help anyway I can. 

 

To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.

 

Regards, 

Kristy|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎10-05-2022

Re: Chat Agent Canceled My Order w/out my consent

Thanks Kristy.  I have sent the info via private message

Posts: 106
Topics: 8
Kudos: 21
Solutions: 11
Registered: ‎11-08-2021

Re: Chat Agent Canceled My Order w/out my consent

James, 

 

I made sure I documented all the information you have provided. It will get to the appropriate party for them to review. Was there anything else I can help you with? 

 

Regards,

 

Kristy 

Social Media Specialist 

Best Buy Corporate

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