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Posts: 1
Registered: ‎05-03-2021

Complete Failure on Order & Zero Help from Phone Support/Live Chat



I recently had a price match order done with a Live Agent. I used multiple $100.00 Gift Cards to take care of the order. I was told everything was good to go and received a confirmation email.


A day later I received an email advising my order was canceled.


I then called in to Best Buy and spoke with a rep who essentially stated that the system tried to charge a credit card for the order even though there was a $0.00 balance and no credit card was ever given to begin with. The order then got canceled, I asked the rep to re-place the order but she couldn't because the Gift Cards had a $0.00 balance since they were already charged.


I have now spoken with 5 different agents and every single one of them tells me to please hold or they need to make a call to another department and EVERY SINGLE time I am cold transferred. The final time I just got cold transferred to a completely different company/3rd party named Encompass. 




Someone please help get this taken care of.

Posts: 6,004
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Registered: ‎08-21-2017

Re: Complete Failure on Order & Zero Help from Phone Support/Live Chat

Good afternoon, Drewlius,


Thank you for reaching out to us here on our community forums and letting us know about your order. It's certainly strange to hear that this order was cancelled and I can understand wanting to figure this out as quickly as possible. While my team is usually unable to make changes to the payment used on an order, I would like to look into this for you.


To begin, I'd like to review your order information. I will need a few more details to do so. 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 on the blue button at the bottom of this post. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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