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New Member
Posts: 2
Registered: ‎03-08-2019

Galaxy S10+ Preorder

I went to pickup my preordered galaxy s10+ today at my local Best Buy (Warner Robins, GA). My phone never arrived to the store in spite of my preorder. They could not give me an estimated arrival date and refused to sell me a phone from their in-store stock. I explained to the manager that the entire reason I preordered the phone was to have it as soon as it was available. She told me that I was far from the only person without my preorder and that they were unable to assist me any further. Both the employee and the manager I spoke with were extremely rude and disinterested. This was by far the worst customer service experience that I have ever dealt with. I ultimately canceled my order, loosing the free galaxy buds that I should have received. I immediately left the store driving a block down the road to AT&T, where I received top notch customer service and walked out with my phone. I may have lost my $150 ear buds, but Best Buy just lost a valued customer. I'll be sure to share my experience to anyone willing to listen.
Posts: 5,179
Topics: 48
Kudos: 500
Solutions: 290
Registered: ‎12-23-2016

Re: Galaxy S10+ Preorder

[ Edited ]

Hi, bparton1987,


Thanks for joining us at the Best Buy Community forums. I apologize that your phone didn’t reach the store in time for the launch, and for the poor experience you had at your local store. Store employees should never be rude or disinterested. 


We were not able to fulfill all pre-orders on launch day, but the staff at the store should have taken the time to explain this to you. If they had extras of other models, they should have offered to cancel your pre-order and let you buy another on the spot. This would have lost your pre-order bonus, but would have allowed you to leave with the phone.


Thank you very much for your feedback on this. We need customers like you to let us know when we don’t provide top-notch service, as it really helps us get better.


I hope that you’ll give us another chance in the future. I’m confident we’ll impress you with our service and win back your loyalty.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎03-11-2019

Re: Galaxy S10+ Preorder

Sorry that sucks that happened to you, sounds substantially like my own experience, even though I ended up receiving a phone. It's too bad that Best Buy doesn't have their act together, as I generally have had good experiences there. Unfortunately it only takes one bad experience to sour you on the whole organization.
New Member
Posts: 2
Registered: ‎03-08-2019

Re: Galaxy S10+ Preorder

Unfortunately my wife had a similar experience with the s9 last year. Her preorder never showed up but at least they let her cancel the preorder and walked out with a phone the same day. In my case, they literally refused to sell me a phone. Point is, unfortunately this is not an isolated incident with best buy. My wife didn't know i was preordering from there and reminded me of her experience as soon as she found. And as luck would have it, here we are again. I caution anyone who reads this from preordering with best buy. If u want a tv, go to best buy but if u want a phone, keep driving
New Member
Posts: 2
Registered: ‎03-21-2019

Re: Galaxy S10+ Preorder

Agreed. Why take so many orders without the inventory? Just plain greed.