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Member
Posts: 20
Registered: ‎10-26-2013

Customer service giving out false information

I recently ordered an item which was delayed by BB for unknown reasons despite being in stock at local stores and online. I called up customer service and not only did they tell me that it was on backorder (false) they also assured me that the order would NOT be automatically cancelled and that it would eventually shipt to me once BB sorted it out.

 

Well, guess what? BB automatically cancelled the order without my permission. The item is still in stock on the website. I specifically ordered it along with multiple other items to get free shipping, so now I can't just reorder it again.

 

This is very dissappointing service. Not just because the order was delayed, which I was willing to deal with, but because of BB customer service giving out false information and BB canceling the order without my authorization.

Posts: 22,636
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Registered: ‎10-10-2012

Re: Customer service giving out false information

Hello, AlphaGamer,

 

Having an order cancelled is not something anyone wants to have happen, especially if the item is showing in-stock and available for order.  I can certainly understand being upset after being told the order would not cancel and still be shipped out.

 

I certainly apologize for this information, as our Terms & Conditions for BestBuy.com here call out the following under Order Confirmation:

 

“Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis.”

 

As such, our agents should never guarantee that any order will ship, however, it’s possible that they were basing that response on the information they had in front of them (such as the item showing availability on .com, etc.).  I’ll be happy to document these concerns here for any training opportunities for our phone agents.

 

We offer free next day shipping on thousands of items every day, so hopefully this option will become available on this item, and you’ll have the ability to reorder it.

 

Thanks for posting,

Bill|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 20
Registered: ‎10-26-2013

Re: Customer service giving out false information

I appreciate the response. I noticed that Amazon had the item for the same price as BB does so I ordered it from them instead this time and they got it to me in two days without any hassle, so I'll still order from your site in the future but I'll probably go with them first if they have the same item for the same price as it was honestly a much better experience. Thanks for responding and explaining, and hopefully future CS agents will be helped out with that information.

Posts: 22,636
Topics: 14,668
Kudos: 261
Blog Posts: 24
Solutions: 443
Registered: ‎10-10-2012

Re: Customer service giving out false information

I'm glad to hear that you were able to obtain the item, even if it wasn't through Best Buy.  While I can understand feeling the way that you do after this experience with Amazon, I do hope that you'll continue to offer us a chance to keep your business.

 

Thanks again for feedback!

 

Have a great rest of the week, and stay safe!

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