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Posts: 3
Registered: ‎06-12-2020
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Microsoft Office Home & Student 2019 Not Delivered

Hi Best Buy, this is the first time I have attempt to order a digital product (software) and my experience has been rather disappointing, to say thye least. I ordered a copy of Microsoft Office to be downloaded digitally. The last I check my order, it indicated that the software is: Ready to Redeem, We've emailed you instructions on how to redeem your item." The order was placed on June 4 and till today June 12, I have yet to received any instruction on my email although I did receive a "Thank-You" message indicating the order has been placed, hence I am quite sure there is nothing wrong with my email address. I have tried to call Best Buy helpline and every wait is more than 2 hours. I did managed to talk to an agent and she indicated that another email will be sent but nothing has happen. How is that possible? Can someone help me please! I am really at a lost now and cannot even return or cancel this order since this is a digital product. This is not the first time I have order from Best Buy and certainly hope its not the last. Disappointed.
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Posts: 580
Topics: 21
Kudos: 115
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Registered: ‎11-23-2018

Re: Microsoft Office Home & Student 2019 Not Delivered

Hello, SPGoh69, and welcome to our online community!

 

Thank you for reaching out to us through the forums. As you can tell, we are a little backed up on inquiries, and I apologize for this delayed response. Regardless, we want to make sure you receive the support you've been searching for with your digital software.

 

I hate to hear you didn't see your Microsoft Office email come through. I understand your concerns with this, and I'm happy to help if you're still in need of assistance.

 

To start, have you checked your spam, junk and promotions folder just in case? You might also want to add BestBuyInfo@emailinfo.bestbuy.com to your contacts and safe senders list.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎06-12-2020

Re: Microsoft Office Home & Student 2019 Not Delivered

Allison, sad but true. Its the Microsoft team who are more helpful in helping me resolve my issue. They actually help me talk to Best Buy's chat agent who repeatly think that the email has gone to my junk mail box which I repeatly explain and questioned how is it possible when I received a "thank you for your order" message from Best Buy on the same email address but not the actual product?????

 

In the end, the Microsoft team advise that I go into a nearby Best Buy shop in Ames, IA to get a replacement copy which I did. I have learned my lessons about buying a digital product from Best Buy. The support is less than desirable and I didn't get a response from anyone I wrote to nor speak to. Not your fault I understand but just want to register my unhappiness. Thank you. 

 

Consider this case close. Thanks to the Microsoft agent who helped me.

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Posts: 580
Topics: 21
Kudos: 115
Solutions: 25
Registered: ‎11-23-2018

Re: Microsoft Office Home & Student 2019 Not Delivered

Thanks for providing a follow up to your situation.

 

While I wish Best Buy could have been better able to assist, I'm glad to hear you eventually got your Microsoft Office software. I truly hope you have a better purchasing experience with us in the future.

 

If you'd like me to formally document your feedback in our system, please send me a private message including your full name, email and phone number. You can find the blue option to message me to the right of my name, below.

 

Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!