07-05-2022 09:47 PM
Last night I tried to purchase an ASUS Zenbook at the sale price of $499. When I tried to check out I received a notification that the laptop was NOT available for shipping. I hurriedly selected another laptop -Microsoft Surface - even though it was NOT what I wanted. Upon reviewing my order this morning I noticed it did not have enough storage space and immediately contacted Best Buy via Chat to cancel the order. I also noticed the ASUS Zenbook I wanted was now available for shipping BUT for $799! After being "on hold" for a very long time a customer service representative finally attended to me and said "Great News - we can cancel your order". She told me my order was cancelled and I would be refunded. She then offered to help me find a similar laptop to the ASUS Zenbook I want but I could not devote anymore time to the matter.
Imagine my surprise when I get an email this afternoon that my cancelled product has been shipped😡😡! I immediately contacted Best Buy Customer Service via phone - was on hold for a very long time and then told my order was NEVER cancelled. They never really offered any help nor could they provide an answer as to why I could not order the product I wanted last night but today I would have been able to for $200 more! Furious! Horrible customer service
07-06-2022 02:12 AM
When an order is cancelled you should receive an email that it was. Unfortunately if it shipped you will need to wait for it and then take it back to a store to return. What kind of storage were you looking for anyway? I get by with a laptop with 64GB eMMc and it works fine for my everyday use. Bought a Lenovo laptop at BBY in 2020 for $119 on Black Friday and it's served me well since.
07-06-2022 08:06 AM
Thank you for reaching out here on the Community Forums about your order. I understand how thinking the order was cancelled but was not can be frustrating. I would be happy to look and see what I can do to help assist in this. To start, would you mind sending a private message with your full name, email address, and phone number? You should be able to do so by clicking on the "Private Message" button in my signature.
07-06-2022 08:57 AM
Thank you. I wanted at least 256GB as I plan to work on the laptop. I'm angry especially because I tried to order an ASUS Zenbook that was on sale for $499 but when checking out got a notification that it was not available for shipping. However the next morning it was available for shipping but at $749! Bait and switch!
Then I spent an enormous amount of time online with a Best Buy customer service rep who told me she was able to cancel my order. Blatantly lied!
07-06-2022 09:19 AM
There are many factors why an item may not be in stock in your area. Sometimes Best Buy uses local stores to ship items to your house if they can determine that the lead time to get it to you fits within the shipping option you chose. The warehouse, local vendors and local stores all factor in the available inventory and so forth but only so many units may be allocated for your area.
Inventory changes quick and when you may see one item in stock and you return to it, it may have different pricing options the next day. The market and sales change quickly as Best Buy does have their top deals promotions and they usually are for a day only unless they have a flash sale which lasts for a little longer.
To get a better idea I would subscribe to their emails and see what they have on a daily basis and act on it if you see a good deal right away.
07-06-2022 11:16 AM
If it's a one day sale only and an item went back in stock, unfortunately it would not able to be honored for a price match per the PM guarantee.