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Posts: 1
Registered: ‎11-11-2020

Formal Complaint

I purchased a preorder game 2 weeks before the release.  2 days after the release date when my game should have been delivered, I called customer service where I was told that there was nothing I could do about the ordr and I had to wait until I received it.  I called back today  (2 weeks after the release date and gauranteed delivery date).  I was told that I already received the item so they could not refund me.  After talking in circles for about 10 minutes I finally was able to show her that I never received the package using the tracking information.  She then told me that I needed to wait until it was delivered to receive a refund because it still had an estimated delivery date.  After another 10 minute fiasco,  I finally was able to convince her that this was completely unacceptable seeing as the delivery date was October 30th and today is November 11, so the shipment already has been outstanding for two weeks.  I finally got a manager on the line to issue my refund and I checked my email and the ammount that they sent me was less than the purchase price.  After hours of talking customer service between the two calls,  I was finally able to get my refund. 


I'm not sure how Best Buy works, but I am a loyal customer and I feel that I should be alloted some kind of modest credit towards my next preorder or something comisurate.  Best Buy had my money for almost a month and I never recieved a game.  I also was never able to play the game on the release day which is the only reason anyone would ever preorder it.  This will be my last purchase with Best Buy if this is how they treat there customers.  It's crazy seeing how they handled this versus their competitors bend over backwards to fix things when they mess up/

Posts: 1,852
Topics: 92
Kudos: 299
Solutions: 99
Registered: ‎11-23-2018

Re: Formal Complaint

Hey, BrandonHaun, and welcome to our online community!


Thank you for posting on our forum and explaining what happened with your recent pre-order. I'm sure you were looking forward to receiving that game, and I hate to hear it never made it to you. While I'm glad to learn you eventually received your refund, I wish this process would have been quicker and smoother for you.


That said, while I can't make any promises as to what additional assistance I can provide now, I'd like the chance to take a closer look at your account. To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.


Kind regards,

Allison|Social Media Specialist | Best Buy® Corporate
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