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Posts: 1
Registered: ‎03-26-2019

Orders cancelled-please help

I am very frustrated. I did not have a problem ordering from when I first decided to use Best Buy vs. Amazon. My shipping address and permanent billing address do not match, and that never was a problem-for Best Buy or any other online vendor. We move around a lot so we maintain a single billing address that we can always rely on. 

Orders then suddenly started getting cancelled. I even tried placing an order with a representative on the phone, who kept assuring me that the order would not be cancelled. 3 minutes after hanging up it was cancelled. 

I was disgusted and stopped shopping at Best Buy in December.


Today I decided to try again and snag an Apple Watch that is $80 off. 

I placed an order for one watch, using the same credit card and billing information that I used for previous successful purchases, as well as countless other purchases even today.

The order was promptly cancelled. 


This is outrageous. PLease help me.

Posts: 2,320
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Registered: ‎08-08-2017

Re: Orders cancelled-please help

Good morning, PenKro,


Welcome to our community.  By my count, I’ve moved five times in the last four years, so I’ve found myself constantly having to update my information across dozens of online accounts.  There have been a few instances where I’ve even sent a package to an old address by mistake, which created an ordeal in and of itself.  I imagine having your orders repeatedly cancel would cause a similar frustration to what I endured, and I apologize for any inconveniences with which you have coped as a result.


I’d be happy to look into this for you, but I’ll need some additional information first. When you can, please send me a private message that includes the following:


Full name

Email address

Phone number

Order numbers

Current shipping and billing address(es)


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


I look forward to hearing from you.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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