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Posts: 8
Registered: ‎11-06-2017

Order Canceled



I'm wondering if anyone could help me as I've had no luck whatsoever with customer care (1-888-Best-Buy). 


I made an online order on on Nov 4, 2017. I paid with 3 reward certificates and a best buy gift card.


I received a order number confirmation number and shortly afterwards I received an email stating my order was canceled. 


I called 1-888-Best-Buy and I keep getting transfered to foreigner's telling me the reason my order was canceled is because I did not provide my visa information and to give it to them. I told them firmly "No.. I paid with my reward certificates and I do not wish to give out my visa information". They told me without my visa information I can not make an order on again. These people do not know what they're talking about as I've made purchases plenty of times using only my reward certificates and or best buy gift cards. My reward certificates are no longer in my account, first I'm told it will take 3-5 business days for them to be refunded back into my account and then I'm told it shouldn't take no more than 2 hours.. I am extremely upset as a customer that I am unable to use my certificates.


A few months ago my best buy account was hacked into, someone made over $1,200 purchase for a drome and pick it up in NC, mind you I live in FL. Lucky for me I received an email over this purchase and contacted best buy customer care and they were able to cancel the order before that scam person was able to pick it up. I was given a new best buy credit card number and my account was locked, I unlocked it and changed the passwords as instructed to do. I was advised my account was now safe to use to make purchases. I do not feel safe linking any of my credit cards now with best buy.


I have called both best buy customer care and best buy corporate office. Nobody has been able to help me, I was told to make a new best buy account so I can make my purchases right away. Honestly I can see why is taking over, I never experience any issues when ordering with Amazon and their customer support is amazing.


Has anyone experienced anything similar? How long does it take to receive your reward certificates back into your account when an order was canceled? I hope my certificates are returned back into my account so I can print them and use them at a best buy store and afterwards I will most likely never purchase from best buy again. Their prices are very high and its not easy to price match at their store as now a manager needs to be called which can take a long time. Simply not worth it.

Posts: 1,501
Topics: 4
Kudos: 142
Solutions: 84
Registered: ‎10-19-2017

Re: Order Canceled

Hi Jessyy,


Thank you for you post! I personally love being able to redeem My Best Buy rewards certificates on and I’m sorry to hear you haven’t had the best experience doing that. I’m glad you were able to share this with us and I’ll do my best to provide some clarity.


As far as the purchase itself, an order on does require a credit card to be on the order. This includes purchases where the balance is completely covered by certificates and/or gift cards as in your case.


I can also advise that it typically takes 3-6 business days for certificates to show up back in your My Best Buy account following a cancelation of an order. It sounds like our agents weren’t able to provide you with a clear answer around this and for that I am sorry. Furthermore, using the information you provided when you registered for the forums, I was able to pull up your account and I can see that it looks like one of our customer care agents was able to escalate this issue yesterday on your behalf to an appropriate team for further review. Given those circumstances, I’m confident that you should see those certificates in your account within a few days. Once this happens, you can either submit another order on or stop into a local store for redemption.


I wholeheartedly apologize for any inconvenience or disappointment this situation may have caused.



Luke|Social Media Specialist | Best Buy® Corporate
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