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Lho
New Member
Posts: 5
Registered: ‎04-21-2019

Order cancelled: "cannot verify information"

Send to be a common issue.  Placed a pickup order that was cancelled after about 5 minutes.  Contacted credit card company and they confirmed that the order was authorized on their side.  Tried three more times with different emails, pickup names, phone numbers.  I don't have another address or credit card.  Can I get help figuring out what caused the cancellation?

Posts: 2,152
Topics: 42
Kudos: 362
Blog Posts: 16
Solutions: 132
Registered: ‎08-08-2017

Re: Order cancelled: "cannot verify information"

Good morning, Lho,

 

Welcome to our community.  As I unfortunately know from my own experience, being unable to make a purchase or having an order cancel is not a very pleasant experience.  I know I’d be looking for answers too, so I’m glad you found us and reached out here on the forum.

 

Contacting your credit card company is a great first step, so I'm sorry to hear this hasn't corrected the issue yet.  I’d be happy to take a peek at your recent orders, but I’ll need to verify a few pieces of information from you first.  If you will please send me a private message that includes the following, I’ll do my best to help.

 

Full name

Email address

Phone number

Cancelled order number(s)

 

To send me a private message, just click on the blue button in my signature below labeled “Private Message”.

 

Why Was My Order Cancelled?

 

I look forward to hearing from you.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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Lho
New Member
Posts: 5
Registered: ‎04-21-2019

Re: Order cancelled: "cannot verify information"

Hi Sam,

 

Regarding your note:

 

"Thank you for your patience.  I have heard back from my partners at BestBuy.com regarding your order.  On occasion, we are not able to properly verify all information on a customer's order, so we may need to manually verify a few pieces of information over the phone in accordance with our Privacy Policy.  When you can, please give us a call at 1-888-BEST-BUY (888-237-8289) to place your order so our sales teams can walk you through the process.  This should get you all taken care of.

 

I hope this helps."  

 

It was not helpful. 

Posts: 2,152
Topics: 42
Kudos: 362
Blog Posts: 16
Solutions: 132
Registered: ‎08-08-2017

Re: Order cancelled: "cannot verify information"

Hello Lynn,

 

Thank you for your message.  I apologize if this outcome wasn’t what you were hoping for, and we certainly appreciate your feedback on the matter.  With that said, our position remains unchanged that we will need you to call us at (888) 237-8289 to place this order so that we can properly verify your information over the phone.

 

Best Wishes,

Sam|Retired Social Media Specialist | Best Buy® Corporate
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Lho
New Member
Posts: 5
Registered: ‎04-21-2019

Re: Order cancelled: "cannot verify information"

I did.  I spent 50 minutes on the phone.

First spent time explaining the issue, then was told I couldn't get the original price, then was told I could get half the original discount, then finally was told to place the order and that the full discount would be added.  Surprisingly, this time the order went through with absolutely nothing changed (same shipping, credit card, etc) except there wasn't a sale.

 

Then spent another 20 minutes where the agent couldn't find my order to apply the discount and finally, magically, the order appeared in their system after I asked for a supervisor.  And then found out that the discount wouldn't be applied immediately until I picked up the item and even after, it would take 5-8 days to refund.  

 

All in all, very inconvenient, highly suspicious, not helpful.  

Posts: 2,152
Topics: 42
Kudos: 362
Blog Posts: 16
Solutions: 132
Registered: ‎08-08-2017

Re: Order cancelled: "cannot verify information"

Lynn,

 

Thanks for letting me know about your experience over the phone.  I can certainly understand the disappointment of missing out on a great sale, but I am happy to hear we were able to assist you with creating a new order at (888) BEST-BUY.  I took a peek at your most recent order and it looks like your item is ready for pickup at your local store.

 

I will ensure your remarks are made available to our Corporate teams.  Best Buy cannot improve in meaningful ways without the input of our valued customers like you.  Thank you for taking the time to write to us.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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Lho
New Member
Posts: 5
Registered: ‎04-21-2019

Re: Order cancelled: "cannot verify information"

That's great to hear! Looking forward to the corporate team reply!
Posts: 2,152
Topics: 42
Kudos: 362
Blog Posts: 16
Solutions: 132
Registered: ‎08-08-2017

Re: Order cancelled: "cannot verify information"

Lynn,

 

To clarify, Best Buy has provided its final response on this matter.  While we appreciate your concerns, we will be unable to offer an additional discount on your order.  Making your remarks available to our Corporate teams is purely for documentation purposes so that your concerns can be reviewed to identify areas of improvement within our company.

 

We hope to better serve you again in the future.  Thank you again for writing to us.

Sam|Retired Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Lho
New Member
Posts: 5
Registered: ‎04-21-2019

Re: Order cancelled: "cannot verify information"

Ah, that's disappointing.