BestBuy.com

[Dan6ixDan]

I have had an extremely frustrating experience with Bestbuy.com

For the past several months I have been having every single order I've placed being automatically cancelled within 20 or so minutes.

The reason is something about the acceptable quantity limit or something like that.  I don't see what the issue is.  I only place at maximum 2 units of any 1 item.

I even upgraded my account to Business which increases my allowable unit limit but that didn't help.

I've tried multiple payment methods as well including gift cards.

I have spent hours on the phone and there is nobody who can help.  Forum Support, Business Support, Regular customer service support, Email.  Nobody can help me and give me an answer on how to resolve this.  If i've done something illegal (which I have not) then close my account.

I am a legitimate buyer.  I want to spend my money at Bestbuy.com but have recently been forced to buy on Amazon cause of this.   This is unacceptable.  I am willing to verifiy anything they need.  Prove I am not a reseller (if thats their concern).  Anything!!

I have read this happening to multiple users.  This really can't be good if someone legitimately wants to spend money on the website but can't.   What kind of business is that?   How would the shareholders react to that?  Clearly it is an automated process and its flagging me for something I am not.

So frustrating to say the least.

[Connor-BBY Social Media Specialist]

Hey there, Dan6ixDan.

Thanks for reaching out to us here on the Best Buy Forums. When I try and purchase something online, I want my orders to go through, so I understand your frustration. Could you please send me a private message with your full name, phone number, and email address, so I can look into this for you?

Thanks,

[Dan6ixDan]

I’ve already provided that to a colleague of yours.

After going through more than a couple weeks of back and forth of phone calls and seeing if anything can be done. The final result was me being advised to keep trying the customer support phone number which I’d like to let everyone know is a dead end. Everytime you contact them they say a case will be open but nobody actually gets back to you and resolves this.

Look at the number of posts here regarding cancelled orders. It’s astonishing how much business is lost unnecessarily by Bestbuy.com due to this automated security feature to cancel orders.

…and that’s actually coming from the people who took the time to create a thread here. Most people would just give up and buy elsewhere.

[Connor-BBY Social Media Specialist]

I would like to look into this myself and see if there is anything we can do to get this resolved. If you could please send me a private message with your full name, phone number, email address, and an order number you had cancelled, I can engage our internal support team to look into this and see if there is something we can do to get this resolved for you. 

Thanks,

[Dan6ixDan]

Thanks.

I have sent you a private message.

I am hopeful i can have a postive resolution to this and share it with the community.  I know there are so many people who are getting their orders cancelled just by reading this forum alone.  Legitimate customers it seems.

[Connor-BBY Social Media Specialist]

I see the private message and will respond to you there. 

Thanks,

[Dan6ixDan · Accepted solution]

Well the final resolution was that Bestbuy will not accept any further orders from me online and they won't change that.  No reason given.   I am a legitimate buyer and wanted to spend my money at Bestbuy.

Was willing to verify anything they needed to verify.   Now I am forced to go into the store.  I will be taking my business elsewhere.  I wish the many others facing this problem with cancelled orders ... Good Luck.   

[Dan6ixDan]

Their fraud detection systems are very over sensitive.  I am just glad I am not a stock holder of Bestbuy.  Imagine all the legitimate business that is lost because of this.  I have several friends this is happening to as well.