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Posts: 1
Registered: ‎08-29-2021
Accepted Solution

E-Gift Card Cancellation

[ Edited ]

I am writing to ask if our $300 e gift card can be re-instated.  We placed an order on Sunday  Aug 8th                            ( order #{removed per forum guidelines}  ) that qualified for $300.00 e-gift card.  I was reviewing our order on line on Aug 17th and noticed that the range we ordered was not the right model.  We contacted support and they were very helpful. We wanted to update our original order to correct the range to the right model however we were told this was not possible and they could cancel the range and leave the other parts on the order. This changed the total of our original order. We did place a new order( {removed per forum guidelines}) for the correct range within an hour of cancelling the first one… the amount was enough so that when added to the first order it would qualify for the gift card.

I tried to ask my question by using the on line chat,after going through 2 people on the chat I was advised to call  888-237-8289 . I called and followed the voice prompts told wait time 9 minutes I held then the phone rang once and I was disconnected. I called again,  got through( Wilma) and was told I needed to be transferred   I spoke to Sean, he also could not help me had to transfer me to appliance representative ( not sure why I was not initially transferred there ) was told  16 minute wait  at about the hour mark  of holding I eventually spoke with someone who I again had to explain my issue . I think this was the 5th person … ( although all these representatives were polite it is extremely frustrating to have to explain this issue over and over again ) – I was told that this last person could not help me and was about to be transferred again  when I stated  I had been through 5 other people and  had been on hold for over an hour  he  asked me to hold then came back and said  due to initial order being partially cancelled the amount no longer qualified even though we replaced the cancelled item  within an hour .There is no excuse for not knowing who to connect me to answer my question.

Posts: 6,405
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Registered: ‎08-21-2017

Re: E-Gift Card Cancellation

Good morning, klellewellyn,


Welcome to our community forums. We strive to provide expert service no matter how you get in touch with us so I'm disappointed to hear that you were unable to get assistance with this promotion from our phone agents. I know if I were in your shoes I'd want to make sure I receive this e-gift card as well. I would be glad to see what may be possible.


As you mentioned, we are unable to substitute products once an order has been completed. Based on your description it sounds like all these items would need to be on the same purchase and I'd like to review your original order. I will need to gather a bit more information in order to do so. Can you please send me a private message with your:


Full name

Email address

Phone number

Order numbers


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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