02-11-2019 05:50 AM
I received an email this morning that my order has been delayed for over a month. I take issue with this for two reasons.
1. Bestbuy.com still lists the item as in stock for delivery tomorrow the 12th of February.
2. I chatted with a customer service rep last night who told me the package was ready for pick up and awaiting carrier pick up.
Obviously something is going on. I suspected a delay when the item hadn't shipped by Sunday evening, but a month delay while still showing in stock is not acceptable. I could have picked one up locally this weekend. And now the 2ns closest store is sold out.
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02-11-2019 09:07 AM
Thanks for thinking of Best Buy when you decided to place an online order. I know I’m always eager to get my hands on my new products, so I understand that you’re really interested in knowing as much as you can about your order and fulfillment. Delays are certainly not ideal, though sometimes due to circumstances beyond our control, fulfillment may take longer than originally expected. Please know that Best Buy does everything it can to fulfill orders as quickly as possible in those situations, but I’ll be happy to speak to you about this further.
Generally speaking, if an order is delayed, you should receive an email update letting you know. It sounds like that happened in your case. In that email, it should explain that in most cases, delayed orders fulfill within 7 days, and that you should receive another email once it has shipped/fulfilled. The 30 days that you’re referencing sounds like it’s actually an automatically generated cancellation date which should also be given in that informational email, just in case. As you’ve said that when speaking with an agent over the phone that you’ve been told that the item is awaiting pickup by a carrier, that should mean that your order is moving forward into fulfillment already, which is great news.
All that being said, while I hope this has helped to clarify processes, I would be delighted to look at your order details so I can speak more about the specifics of your order. So I can do that, I’ll need some additional information:
To keep those details secure, please send them to me via private message, which should be an option you can select from my signature below. I hope to hear back from you soon.
|Kayla|Social Media Specialist | Best Buy® Corporate|
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02-11-2019 11:17 AM