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Posts: 2
Registered: ‎09-21-2019
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Delayed order

About two weeks ago my phone decided it wasn’t going to work anymore so I decided to order a new one to replace. Due to the urgency of the situation I selected in-store pickup as the phone was said to come in 3 days after the order (vs 7 days). A week and one payment info update later and still no phone. I’ve also gone ahead and called customer support multiple times to be told 1.) your order is being processed 2.) the payment was approved 3.) they sent out the product to the store. I figured that I’d wait two days after they said that it had been sent to the store before I’d personally go to the store and see if by any chance it just hadn’t been put into the system. At the store they tell me that they have no idea on where it’s at, and that they haven’t received it/it’s still being processed. Some more precise updates would really be nice as right now I’m stuck twiddling my fingers and not really knowing when it’ll be here (It’ll come any time within the month isn’t very assuring). Any help would greatly be appreciated
Posts: 2,965
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Registered: ‎10-19-2017

Re: Delayed order

Hello, 1234567B,


Welcome to the forums!


I appreciate you taking the time to write regarding your phone purchase. Getting a new phone should be an exciting time, and it saddens me that this was not your experience. We strive to make store visits an embracing, simple, and enjoyable experience each and every time. Have you been able to pick up your phone? Let me know if you still need assistance with this.



Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-21-2019

Re: Delayed order

It turned out that their system (store’s) failed to acknowledge the order so even when they had received the product, they had absolutely no knowledge about it. Apparently the order was stuck in a vendor purchase order request, and it took them forever to try figuring out how to get it out. In the end they were finally able to locate it (at the store) and get it all sorted out. Would have been much nicer had there been a lot less hassle, but in the end I’m glad I was able to get to the end of it.
Posts: 7,326
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Registered: ‎11-30-2015

Re: Delayed order

Hi, 1234567B,


We sincerely appreciate the update and are happy to hear that you were able to get it, too! Thank you again for sharing with us. Please don’t hesitate to let us know if you need assistance in the future; we’d be delighted to be how we might be able to assist.



Mariah|Social Media Specialist | Best Buy® Corporate
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Posts: 1,521
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Registered: ‎11-23-2018

Re: Delayed order

This topic has been moved to its own thread under the board for further review.