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New Member
Posts: 4
Registered: ‎09-12-2019

Order cancelled after purchase with BB VISA

I am absolutely livid right now. I ordered a double oven for over $3000. Was approved for a Best Buy Visa with a credit line of $4000. Set delivery for Sept 14th. Received a text that authorization was denied. Called Best Buy and was on hold for 1 HOUR... UNACCEPTABLE! Then they say I need to call Citi Bank. They tell me they flagged the card for fraud but after verifying my info said I was good to go but Best Buy had made too many attempts at authorization and my card was locked out. They fixed the issue and then they called Best Buy to get authorization done. I go online today to check the order and see it has been cancelled! It was supposed to be delivered this Sat. I have now been on hold AGAIN almost an hour to speak to someone about the order. I am anticipating them telling me it will not be delivered Sat. If that happens I will most certainly be calling corporate to speak to the highest ranking person there. What is the point of applying and being approved for a BB credit card if there is this much trouble using it. What compounds this is the excessive wait time to speak to someone to get this resolved. Simply inexcusable to not be staffed sufficiently to handle call volumes. I am searching online while I wait for an alternate place to purchase this oven I am sure someone else will be happy to get a $3000+ sale.
New Member
Posts: 4
Registered: ‎09-12-2019

Re: Order cancelled after purchase with BB VISA

Have now been on hold for an hour and a half. REALLY???!!! Call center employees don't make that much. I'm sure a company of this size can afford to put a few more people on staff.
New Member
Posts: 4
Registered: ‎09-12-2019

Re: Order cancelled after purchase with BB VISA

Update... I ended up on hold for 2 HOURS! Agent was from Geek Squad and could not even look up the orders. Against my better judgement I reordered as I have an electrician scheduled to install. I noticed the price had gone up about $400 since the 1st order. How convenient for Best Buy! You would think they would honor the 1st price. I will be curious to see what the Better Business Bureau will think of this if I cannot get Best Buy to resolve this.
Posts: 319
Topics: 26
Kudos: 50
Solutions: 15
Registered: ‎07-23-2018

Re: Order cancelled after purchase with BB VISA

Hello, Tarraleeandoc,

 

Thank you for reaching out to us on the Best Buy Forums. I’m happy to welcome you to our online community, although I wish we were meeting under a better circumstance. The anticipation of a new appliance is typically exciting, and a double oven would be a nice upgrade to any kitchen. In some cases, funds will need to be authorized before an order can be fulfilled. I’m sorry to learn it was more difficult than it should have been to reach someone when you were in need of support. Our goal is to solve these types of issues as efficiently as possible, and it sounds like things did not go as we would have hoped.

 

As it stands, if you still require assistance with your order, we have a dedicated team in place to work through this with you. Please connect with the Geek Squad Client Care team, who can be reached at (800) 304-1259. They will have the resources to make all efforts to get this fully resolved as efficiently as possible.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-12-2019

Re: Order cancelled after purchase with BB VISA

I am happy to report that Best Buy handle my issue promptly when I called. Hold time was less than 2 min. I had found my double oven for a better price at another retailer and after telling them they immediately issued a refund for the difference which was more than the difference in price of my 1st order. Problems happen but how a company responds shows their commitment to their customers. Thank you Best Buy. My faith has been restored and I will certainly continue to shop with you.
Posts: 5,879
Topics: 75
Kudos: 550
Solutions: 335
Registered: ‎12-23-2016

Re: Order cancelled after purchase with BB VISA

Hi, Tarraleeandoc,

 

That's fantastic, and much more in line with the experience we typically provide. I'm happy that we were able to get this all worked out for you, and I'm confident the next time you need help we'll provide similar service. 

 

I hope you're loving that new stove. Please reach back out if you ever need assistance with another purchase from us.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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