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Posts: 1
Registered: ‎04-25-2019

Online and Customer Service Concerns

I recently placed an order on Easter Sunday for a desktop computer and realized fairly quickly that I had made a mistake on the order and had selected the wrong machine.  When I tried to cancel, the Cancel and Modify buttons were grayed out.  


While there is no warning or disclosure displayed at the time of order, it seems online orders are not cancellable 30 minutes after you place the order.  However, in the course of trying to cancel the order online, I noticed that the "ship to" address was incorrect - - the desktop system was not going to the shipping address I selected, but to an older address where I no longer reside.  This seemed like an easy problem to fix - - Best Buy was going to ship an order for a system that I ordered by mistake and did not want, and they were going to ship to an address where I no longer lived.  Not good for me, not good for Best Buy, right?


Here's whats happened since.  Over the next 3 days, I spoke with 3 different Best Buy "customer service" representatives, all handled from offshore call centers.  The first representative told me there is nothing she could do -- her systems did not have the capability to change or modify.  The second rep (the next day) told me that she can change the address, but not cancel the order. She purportedly changed the address to a correct address and told me to expect confirmation.  No confirmation came and when I subsequently tracked the order two days later, it still showed headed to the wrong address.  The third rep told me not to worry and the issue was just that the UPS tracking systems had not "caught up" with the address change made two days earlier.  When I asked for an email confirmation, he said that those were "system generated" and he couldn't do that.   None of the representatives escalated to a supervisor, despite repeated pleas for supervisor assistance.   Also, I don't have any issue per se getting handled by an offshore support center, but if they cannot handle a particualr matter, there needs to be an alternative.  However, when I asked the first and third representatives to transfer me to an onshore representative, hoping that their systems capabilities and/or level of authority might allow for a sensible resolution of this mess, both representatives declined to do so.


What a terrible customer experience...!  Obviously I will dispute the charge associated with this debacle, but would appreciate any thoughts on how to get more responsive assistance from Best Buy.


Posts: 3,492
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Registered: ‎11-29-2016

Re: Online and Customer Service Concerns

Good afternoon, jmfuser1,


Welcome to our forums, and thank you for sharing your experience with us. 


As it sounds like you’re aware, we’ll be unable to cancel an order more than 30 minutes after it’s been placed, as outlined in our Cancel Your Order Help Center article.  Cancelling this order is something we’ll be unable to offer you at this time.


In regards to modifying the delivery address, while I can’t guarantee we’ll be able to provide you a different answer than what it sounds like you’ve been given previously, I would like to review your order further and offer any additional assistance I can.  For me to locate your order, I’ll ask that you send me a private message with:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


This should be enough information for me to begin my research.  To send me this information privately, be sure to use the blue “Private Message” button in my signature.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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