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Posts: 3
Registered: ‎03-08-2019

Need help on price adjustment

[ Edited ]

Most of my problems are summarized in the BestBuy case ID {removed per forum guidelines}.

 

I have two orders of pre order on Cyberpunk 2077 collector's edition that was placed one and half year ago, and another one placed 11 months ago. Unfortunately both of my orders got delayed since the release date on Dec 10th 2020. I called customer service two times mid Dec and spoke to two supervisors about what should I do with my orders. They both told me that they will follow up with the order and have me updated in three to four days by phone call which was never fullfilled. So I called customer service on Dec 21st again trying to cancel my order since I will be leaving the country on Dec 25th, so I can no longer wait.

 

However, the represenative I spoke to suggested going to my local store and made the purchase as he can see they have available stock. And BestBuy will honor the price difference since I paid a much lower price with my GCU membership and an extra coupon. All of this communcation was done using the phone number on my Bestbuy account, I am pretty sure there is some log in Bestbuy's system. The only mistake is that I should have aksed for a case ID. The reason why I didnt do that is I trust BestBuy.

 

I made the instore purchase and contacted customer service again on Dec 22nd to request the adjustment and cancelled my pre orders that cant be processed. A represenative helped me with it. The request got denied when I contacted customer service again on Early Jan, so I kindly asked the representative to add more details but the request got denied again.

 

As BestBuy don't price match with pre orders, but in my defense, I was about cancelling my order. It is not my fault that my pre order wasn't available on release date and not to mention that two supervisors basically make me wait 10 days for nothing before I contacted service again on Dec 21st. I doubted that the backup team reviewing my ticket not carefully as I was instructed by customer service entire time and there is trackable communcation between me and BestBuy. I was basically given false information three times on this order since the release date.

 

Right now I am still not in the states and wont be back until Sep, I am frustrated and disappointed as this thing costs not only money on but also my time spent talking to customer support. As a video game fan, BestBuy has alwasy been my first choice in the past few years, but this order really hurts a lot

Posts: 705
Topics: 31
Kudos: 137
Solutions: 50
Registered: ‎02-08-2019

Re: Need help on price adjustment

Hey, beichen,

 

Thanks for reaching out to us about your experience. This doesn't sound like the service that we strive to provide, and I apologize for the issues you've had in getting assistance with your pre-order, it's cancellation, and a price adjustment for a new purchase you were instructed to make. 

 

It sounds like there has been a communication breakdown, and I'm sorry to hear about this. We certainly want to remain your first choice for video game and tech needs, and I'd like to see what I can do to help here. 

 

Please send us a private message with your full name, email, and phone number and I can get started.

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
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