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New Member
Posts: 3
Registered: ‎05-02-2020

Order cancelled by merchant - funds taken

I recently purchased a One Plus 7 Pro 256GB from a marketplace seller called 'Canadian Gadget' 

 

The marketplace merchant has cancelled the order but the money $650 has been debitted from my account despite me never receiving a shipping email or any notifiction. The order summary says payment is only taken once item is shipped, this is obviously not true because i have no email yet. I never received any correspondance whatsoever from best buy or the marketplace seller to inform me the order has been cancelled. This is bad business and on top of this the contact seller button is now removed and it shows we will not charge payment to your card for the order. Terrible system, very suprised by this.

 

Currently i am without 650 dollars and i'm unable to speak to the merchant. Embaressing service, i thought this was meant to be safe, in what world would i not be able to contact a merhcant in this instance.

 

I'm waiting for you to get back to me Best Buy and send me some correspondance asap because thus far i haven't had any except for order confirmation.

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Best Buy Employee
Posts: 2,050
Registered: ‎01-09-2015

Re: Order cancelled by merchant - funds taken

You'll want to reach out to Best Buy Canada located at bestbuy.ca.  They have a page called "contact us" which has a few different options.  The team here, this website, and content are all for Best Buy's US locations.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Posts: 18,140
Topics: 2,980
Kudos: 658
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Registered: ‎09-29-2008

Re: Order cancelled by merchant - funds taken

Welcome to our community, gardnr.

 

It can certainly be quite frustrating to not receive the help you need for an order in progress as I know only too well from my own experience. I was unhappy to hear about your experience and I regret any inconvenience to you.

 

With apologies, as jdogg836 mentioned, this Community is intended for our U.S. customers. I would recommend that you contact Best Buy Canada for further assistance and to share your feedback.

 

Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-02-2020

Re: Order cancelled by merchant - funds taken

Thanks guys i've managed to get through to them after a few hours on the phone, appreciate your help.

 

Just an idea to pass on, I was suprised that if the merchant cancels your order it removes the contact seller button. This doesn't seem like best practice to me, still not able to contact them as t I'm not sure why the system is set up in this way but i think this could lead to bad experiances as in my case i had no way of contacting them which could be quite worrying for some customers.

 

Regards

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Posts: 12,468
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Registered: ‎01-03-2013

Re: Order cancelled by merchant - funds taken

Hi there, gardnr, 

 

Thank you for following up to let us know you were able to connect with the appropriate Canadian teams! Your feedback here is greatly appreciated here as well. If you should need any further assistance, please let us know. 

 

Thank you, 

Tasha|Social Media Specialist | Best Buy® Corporate
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