04-10-2020 03:37 PM
04-16-2020 02:34 PM
Hey there, Roland357,
Thank you for taking the time out of your day to share your thoughts and feedback about your Final Fantasy VII Remake pre-order. This has been a highly anticipated game and I can tell that you were super excited to start playing.
Generally speaking, when requesting modification to an order, systems should automatically go through a verification check prior to the change being approved and processed. This does take time and in some rare cases result in changes to price, availability, or even (if rare cases) cancellation. An example of a risk of requesting such a change with a limited availability item is confusion with inventory since that can change quickly. If only one item is available, for instance, another customer could place an online order before your modification has finished processing or buy the last copy from the floor (when stores are open to traffic).
With all of this said, I’m disappointed that your fulfillment changes didn’t go as smoothly as the original store agent you spoke with had expected and I’m sorry for any disappointment or stress you may have felt. At this point, using your forum registration information, I believe I found your online order and it appears you picked it up on April 11. While I cannot change what has gone before, I will absolutely record this situation here at the Corporate level so that it can be available for internal consideration as Best Buy continuously works to improve for the future. If there is anything else that I can assist with here, please don’t hesitate to reach back out.